Senior Project Manager

• Jan 2022 - Present

Regional Logistics Lead -Covid19 Vaccine Program (Northern Region Health Coordination Centre)

• Mar 2020 - Jan 2022

Covid19 Response - Logistics Project Manager from March 2020 - March 2021 Appointed to Covid19 Logistics Lead Role in April 2021 Covid19 Response - Logistics Project Manager from March 2020 - March 2021 Appointed to Covid19 Logistics Lead Role in April 2021

Project Manager

• Jan 2020 - Jan 2022

Seconded to support Covid19 Response - Logistics for Community Testing Centres, Managed Isolation and Quarantine Facilities, and Vaccination Programme. Seconded to support Covid19 Response - Logistics for Community Testing Centres, Managed Isolation and Quarantine Facilities, and Vaccination Programme.

Project Manager

• Aug 2018 - Jan 2020

- Project leadership and ownership to get things done, and ensure service delivery without constant direction. - Close collaboration with a diverse team (onshore/offshore/virtual). - Responsible for project mapping, process improvement, design and transition. - Monitored project progress, status reports and requirements gathering to ensure that stakeholders are informed for decision-making purposes. - Closely collaborated with project members to identify and quickly address problems. - Adjusted project plans to account for dynamic targets, staffing changes, and operational specifications. - Outlined work plans, determine resources and wrote timelines as part of the project scope. Projects: - Software Transition - Property Management - Business Analysis: Business Process Modelling, Requirements Gathering, Software Implementation - Others: Vehicle Fleet Management, Vehicle Insurance Claims Management, Health and Safety, Language Testing, Offshore, and Onshore Driving Program - Theory and Practical Testing, Road Code Practice, and other process improvement projects. Show less

Senior Operations Manager

• Oct 2016 - Jan 2018

TaskUs has been recognized on the Inc. 5000 Fastest Growing Companies in America list three years in a row and the Los Angeles Business Journal 100 Fastest-Growing Private Companies list two years in a row. When high growth companies want an outsourcing partner who can help them scale while protecting their brand and culture, they choose TaskUs. - As a Senior Operations Manager, I was responsible for regular interactions with all the company departments/campaigns, team leaders and the whole management team. - Maintained an open line of communication between staff and senior management. - Responsible for all aspects of operations which included but not limited to monitoring operations staffing, provide temporary coverage and training; provision of excellent clientele service, problem resolution and the like. - Developed individual and team goals as well as to implemented plans in order to carry out the objectives. - Guided the operations managers in meeting and exceeding team and individual goals. - Ensured staff compliance with all established policies and procedures. - Assisted the Operations Director/ Vice President for Operations in crafting operation procedures. - Strong computer skills especially in using Microsoft and Google applications. - Handled 600 to 800 FTEs and have a good track record of meeting targets. Show less

Service Delivery Manager

• Mar 2014 - Oct 2016

• Service Delivery / Operations Management – Info. Technology Infrastructure Library (ITIL) - Managed a team of 50 to 70 full time employees, 5 Team Leaders, and provided a single point ownership for Delivery and Operations of Service Desks in the area of remote IT Infrastructure Delivery Management Services. - Responsible for leadership of multiple teams: ✓ IT Service Management Teams: PHL Phones Team – Asia Pacific (APAC) ✓ IT Service Request Team: Fulfilment Management Services Team (FMS) ✓ Quality Team: Ticket Quality Audit (TQA) • Project Management: o Co-managed Projects: - End User Experience Projects – From May 2015 to Jan 2016 and Nov. 2014 to April 2015 - Migration Infrastructure Project – From June 2015 to May 2016 - Business Continuity Project: Annual Audit – From Oct to Dec 2014 - Support Center/ IT Help Desk Operations’ Annual Process Certification - Responsible for the site’s annual ITIL Governance and HDI Support Center Audit/Certification, as required by clients. - Worked in partnership with vendor/auditors to assess ODC / site’s compliance to banking processes on Governance, Risk, Management and Compliance, Identity Access Control IT Management, Physical & Information Security and Incident Response Management and Business Continuity and Disaster Recovery Planning • Achievements: o Manager of the Year 2015 o Idea Champion of the Year 2015 - Cognizant Innovations Group award for successfully practicing Managed Innovations within Customer Account. Show less

Division Manager

• May 2013 - Mar 2014

• Accountable for leadership coverage to five (5) departments under the Fraud division with 5 Supervisors, and 50-60 Full-time employees. (Departments: Anti-Fraud, Verifications, Payments, Account Security and External Quality Analysis). • Service Delivery / Projects and Operations: - Collaborated with multiple teams for ticket service management and day-to-day operation. - Evaluated and maintained quality performance of the teams, with focus on customer service and accuracy. - Managed and reviewed process documentation to ensure that end-to-end tasks are properly attuned. - Worked closely with the Team Leaders and AU Sydney office to identify and correct areas for improvement in processes and individual team member performances. Show less

Claims Escalations and Investigations Unit Manager (Risk Operations)

• Nov 2009 - May 2013

• Accountable for leading the Escalations team (Risk Analysts Level IV), in fraud and nonfraud claims processed via Debit Card, ACH, Internet or Bill Pay (IBP) Claims review/ approvals. • Worked with cross-functional teams in San Antonio and Columbus sites, while leading the Manila team in identifying fraud trends, classifying them based on types and frequency, promoting awareness to people involved, developing steps to mitigate potential claim losses then further sustaining positive gains through back-office inspection. • Sponsored Quality board internal projects that are designed to promote continuous improvement within the Claims Environment. • Received Manager Calls from Retail Clients, researched ways on how to improve customer experience through understanding Voice of the Customers and translates these to plans into actions. • Responsible for performance management, and leadership or career development of staff. Show less

Coach - eBay Gen. Support / Operations Supervisor IP Relay

• Jan 2004 - Aug 2009

Team Leadership, Performance Management and other day-to-day Administrative responsibilities Team Leadership, Performance Management and other day-to-day Administrative responsibilities