Experience

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  PFIP - Philippine Financial & Inter-Industry Pride

  • Philippines
  • Non-profit Organizations
  • 1 - 100 Employee

  • Executive Director

    • Jul 2022 - Mar 2024

    • Led the overall executive management of the network including budget management, strategy, program management, secretariat, finance, compliance, and corporate social responsibility • Raised over 25M pesos in 2023 and negotiated key sponsorships to support advocacy programs.• Increase membership from 5 to 90+ corporate members across industries to develop DE&I initiatives, and increase people engagement, talent retention, and overall employee well-being. • Raised over 25M pesos in 2023 and negotiated key sponsorships to support advocacy programs• Developed and managed the biggest LGBTQ+ Workplace Inclusion conference in the Philippines- PFIP Pride Summit, awarded as The Gold Standard for Diversity and Inclusion by Public Affairs Asia• Publication of PFIP Playbook- research and guidebook for building LGBTQ+ inclusive workplaces in the Philippines

  • Co-Founder

    • Oct 2013 - Mar 2024

    • Co-founded the largest professional LGBTQ+ network in the Philippines, securing 90+ corporate memberships and revolutionizing industry-wide inclusive benefits.

• 

  LSEG (London Stock Exchange Group)

  • United Kingdom
  • Financial Services
  • 700 & Above Employee

  • Director Of Knowledge Management Strategy

    • Mar 2020 - Jun 2022

    • Led the rollout of artificial intelligence capability in the knowledge base for internal and external customers. Resulted in a 30% improvement in speed of resolution and supported the rating of 95% customer satisfaction• Drove strategic innovation by launching a translation capability. Expanding service capabilities resulted in a 15% increase in new client adoption from non-English speaking markets.• Creation of the editorial team to support content creation in collaboration with the subject matter expertise of the operations globally, increasing new content by 100% in the knowledge base • Certified by Consortium for Service Innovation for KCS v6 Practices Certification, Fundamentals Certification, and Digital Transformation Fundamentals by KCS Academy, 2021. Certification for Knowledge Management professionals globally

  • Director- FX Trading Support

    • Oct 2018 - Mar 2020

    • Delivered new FX support business in the Philippines and operationalized 24/7 support. Resulting in a reduction in the abandon rate and a 90% response rate within 15 minutes. • Optimized workforce productivity through the globalization of support covering 100% of the shift including weekends • Rolled out effective people programs resulting in a consistent 95% employee retention rate highest across support teams in Manila• Managed a global support desk of 100+ FTEs supporting the FX proposition business of LSEG. Accountable for delivery of excellent customer satisfaction, timely resolution, and consistency in quality of service• Partner strategically with the Quality Team in devising the global quality program Quest for Excellence resulting in achieving a 90% customer satisfaction rating and 95% adherence • Managed critical escalations and regulatory compliance requirements i.e. High-value accounts, MIFID, and SEC • Promoted talents by creating people development programs targeting both specialist pathways and people manager track

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  Thomson Reuters

  • Canada
  • Software Development
  • 700 & Above Employee

  • Fronline Support Manager - Special Products. Lipper, Transactions, FXall and Remote Client Training

    • Jul 2016 - Oct 2018

    • Accountable for end-to-end customer service, quality, and operational excellence across the product family. • Manage performance, develop, and grow new team managers ensuring their ability to measure and excellence across both process and quality adherence to ensure frontline team resourcing is managed effectively. • Set up the Remote Client Training in Manila from a pilot program to its full roll-out and implementation, this became the model of providing scalable training to customers globally

  • Remote Client Training Manager

    • Feb 2016 - Jul 2016

    • Supervised a team of Remote Client Training Executives that deliver virtual instructor-led modules and courseware based on clients' workflow and business requirements.

  • Team Manager- Investment Banking

    • Oct 2010 - Jan 2016

    • Manages multiple teams across the Financial & Risk business namely Investment Banking, Investment Management, Market Data, and Datascope. • Awarded Manager of the Year- with my contribution in driving employee engagement and talent retention.

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  Polytechnic University of the Philippines

  • Manila, Philippines

  • Part-time Economics Instructor

    • Jun 2008 - Mar 2010
    • Manila, Philippines

    • Taught Basic Economics and major subjects to tertiary students both in qualitative and quantitative approaches.