Service Excellence, Global Services and Support Senior Specialist

• Apr 2021 - Present

Service Excellence, Global Services and Support Specialist

• Dec 2018 - Mar 2021

Business Process Improvement Specialist

• Sep 2016 - Dec 2018

Business Process Improvement Specialist is a dedicated resource responsible in leading, managing and delivering process-specific improvements that will help both local and in-country stakeholders to effectively manage Operations and its impact to the company's business.- Ensure that process-specific improvements will have realized benefits through hard/soft savings, in-country savings and mostly, performance improvement (of the process and/or associates)- Level of complexity of projects are at the least at intra-Center level- To identify Business/COE related projects/opportunities independently and working with the Operations Management team to solve them for stakeholder satisfaction.- Provides advice on process improvement initiatives, principles, tool and skills- Evaluates feasibility, manageability of identified projects- Coaches team on the use of Six Sigma process improvement philosophy (i.e. Lean, Six Sigma, PMI)- PMO/Monitor progress of project and deliver intended results. Show less

Performance Readiness Trainer

• Apr 2014 - Sep 2016

Works collaboratively with Service Quality, Operations and the site business leaders to secure core process training standards, and is mainly responsible for the following:- Effective delivery of process/production training requirements to new hires- Making sure that newbies/trainees are ready with enough and proper knowledge and skills before being transitioned to Operations.- Act as the immediate supervisor for trainees during the entire Training and Nesting phase.- Creation of specialized training modules and materials from existing documentation of process SOP’s- Instatement of proper documentation of SOP’s process flow diagrams and other relevant process training materials for functions that are newly transitioned, or those already existing that require completion, revision or enhancement.- Provision of large group production up training/ up skilling, as necessary. Extensive training reporting and analyses. Show less

Vendor Program Representative

• May 2011 - Mar 2014

Review and process vendor Special Pricing Approvals and validate their compliance with Ingram Micro terms and conditions.

Customer Service Representative

• Jul 2008 - May 2011

Help and assist telco subscribers with regard to their prepaid mobile concerns and needs while providing the best customer service satisfaction. Help and assist telco subscribers with regard to their prepaid mobile concerns and needs while providing the best customer service satisfaction.

Customer Sales Associate 2

• Apr 2006 - May 2008

Promote and sell AOL’s latest online content and service and be the master of the company and its products. Promote and sell AOL’s latest online content and service and be the master of the company and its products.