Aimee Tuico
Process Transformation Manager
Lapu-Lapu City,Cebu
Summary
I currently work as a Process Transformation Manager with over 15 years of work experience in the BPO and IT industries. I hold certifications and have completed trainings necessary to successfully fulfill my work responsibilities with passion and excellence. My mission is to develop and implement effective and efficient business processes, process automation, and process integration that deliver value to the organization and its clients.
In my current role, I partner with executives and stakeholders to define the project vision, strategy, and product roadmap for Fulfillment Systems, a key area of the company's operations. I collaborate with internal users and teams to understand business processes, identify areas for improvement, transform them into project requirements, analyze business impact and prioritize product features and functionality. I also work with tech teams and business analysts to design and document project deliverables and establish frequent communication with the steering committee for progress updates. I use my skills to optimize workflows, identify KPIs, measure success of process improvements, and achieve business goals.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
11
11
Certifications
Work History
Process Transformation Manager
DemandScience
01.2022 - Current
- Develop strategy and framework for DSG business processes, process automation and process integration. Maintain the roadmap of recommendations and plan for implementations that deliver on that strategy.
- Introduce standardized methodologies and tools to leadership and to groups under review for effectiveness/efficiency. Implement on-line or in-person training to adopt formalized process transformation methods.
- As requested by senior leadership, attend kick-off, brainstorm and planning sessions for key process and digital transformation reviews, as well as new acquisition integration meetings. Ensure in these meetings that processes, best practices and KPI’s are applied in setting process optimization or integration plans.
- Apply leaning and transformation techniques to design new processes delivering on improved margins and increased operational performance. Design, plan and deliver on those process transformations to achieve targeted results, and to report on monthly progress.
- Set and measure standardized improvement KPI’s out of process transformation opportunities and/or initiatives, justifying projects based on ROI, process leaning, operational efficiency and BU process de-duplication.
- Participate in multiple Business Transformation projects as key contributor to change management and overall project success. Take personal accountability for the measurable improvement in the operations – fewer process steps, greater process operation, reduced headcount, and so on.
- Collaborate with cross functional teams and leaders to develop and execute standard processes across the global organization.
- Build positive working relationships across all levels of the organization and provide support during transformation change.
Product Manager - Fulfillment Systems
DemandScience
04.2019 - 12.2021
- Partnered with executives and stakeholders to define the vision, strategy and roadmap for DSG Fulfillment Systems.
- Worked on scoping and defining processes for new applications and enhancements to existing applications including business case, requirements specification and prototyping.
- Collaborated with internal users and teams to solicit and understand business needs and transform business needs into project requirements.
- Worked with Business Analysts and Technical teams to document & design project deliverables.
- Prioritized features and functionality to keep product evolution aligned with business needs.
- Established frequent communication with Steering Committee to provide progress updates, feedback on issues and prioritization.
- Managed stakeholder expectations effectively throughout the entire product development process.
Fulfillment Operations Manager
DemandScience
11.2018 - 04.2019
- Identified improvement opportunities for Fulfillment processes, provided recommendations for optimizing workflows and implementing best practices.
- Worked with Tech Teams and Business Analysts to gather system and technology related requirements to support Fulfillment optimization and drive Fulfillment projects to completion.
- Identified KPIs to measure process improvements, set targets and worked across departments to achieve business goals.
- Created regular status reporting across campaigns handled between Sales/Account Management, Fulfillment/Client Success and Partner Management teams.
- Handled escalated issues across departments to determine root cause, define solutions and execution to fulfill client requirements.
Operations Manager
Mopro
06.2018 - 11.2018
- Managed department operations to maximize productivity, perform to established targets and enforces procedures and company policies.
- Discussed and reviewed metrics regularly with Fulfillment Director and staff to maximize performance while providing industry-leading customer service.
- Identified process improvements and procedural challenges, recommending appropriate solutions.
- Completed monthly and interim performance reviews.
- Continually evaluated workflows to enhance processes and implement best practices.
- Implemented new approaches and concepts to ensure objectives are obtained.
- Maintained a comprehensive working knowledge of all systems, policies and procedures.
- Documented employee activities including non-compliance with procedures, poor performance, attendance, training and other employee-related issues.
- Monitored associates’ calling queues and volume to ensure accounts are worked according to business strategy and within Quality Assurance guidelines.
- Communicated and enforced company objectives, policies and directives with department and peers.
- Administered disciplinary actions as needed.
Project Manager - Salesforce Solutions
Mopro
10.2017 - 06.2018
- Facilitated continued enhancements of Sales Cloud and Service Cloud, aligning with business processes and business reporting requirements.
- Handled business solutions projects that rely on Salesforce from discovery through delivery (e.g., requirements gathering, process analysis, problem definition, solutions build, demos, user acceptance testing, and end user training).
- Looked out for opportunities to offer improvements: transform unofficial, disorganized processes into feature enhancements in Salesforce.
- Translated business goals into tools, reports, prompts, and interfaces that support those goals.
Enterprise Business Systems Analyst (Salesforce.com)
Lexmark
01.2014 - 10.2017
- Involved in Salesforce.com project implementation and continuous improvement activities such as requirements gathering, analysis, system design, configuration and customization, user stories creation, testing, defect resolution and maintaining process documentation.
- Participated in scrum events (Scrum Meetings, Sprint Planning, Backlog Grooming, Sprint Review and Retrospective).
- Helped product owners and projects team conduct User Acceptance Testing (UAT) and Training the business users.
- Monitored and assessed cases in queue, prioritized and resolved as necessary to meet SLA.
- Provided support to global users on Salesforce issues, questions, training/technical/data related requests or administrative needs.
- Created job aids/training materials and process documents on Salesforce.com applications such as Campaigns, Leads, Contacts, Accounts, Opportunities.
Team Leader, Demand Generation Team
Lexmark
02.2011 - 01.2014
- Worked with business partners, stakeholders, project owners, sales and marketing teams in defining goals, executing strategies and measuring results of demand generation programs such as lead nurturing campaigns, field events, web seminars, etc.
- Created and delivered monthly, quarterly and annual performance reports and business reviews to partners, stakeholders and higher management team.
- Conducted regular appraisal, coaching and feedback to team members in order to develop skills, improve quality of work, determine learning opportunities and maintain outstanding team performance.
Demand Generation Support Specialist
Lexmark
10.2008 - 01.2011
- Qualified leads and generated opportunities through outbound cold calling, setting face to face or call appointments, sending invitations to marketing events such as Lunch & Learn, Open House or Trade Shows to fuel sales pipeline and increase revenue.
- Participated in structuring campaign strategies in order to effectively drive awareness and interest in Lexmark’s hardware and solutions products and services.
- Maintained high quality database of leads, accounts and sales opportunities by calling prospects and entering customer interactions, researching and logging up to date information to the CRM tool (Salesforce.com).
OIC, Expedia.com
Teleperformance
03.2008 - 10.2008
- Managed and supervised day to day operations to ensure the team’s SLA’s and KPI’s are met, effective staffing schedules are implemented, and internal/external client specific issues are immediately resolved.
- Handled customer complaints and escalations.
- Reported team and individual performance to management team.
- Conducted weekly, monthly & annual appraisals as well as provided regular coaching and feedback to help agents achieve performance goals and development objectives.
- Mentored newly hired employees.
Travel Sales Specialist, Expedia.com
Teleperformance
10.2006 - 03.2008
- Increased customer satisfaction by providing tailored travel recommendations and personalized itineraries.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Maximized sales revenue by cross-selling additional products, such as hotel stays and car rentals.
Customer Service Representative, Expedia.com
Teleperformance
01.2006 - 10.2006
- Handled inbound calls efficiently, finding satisfactory resolutions to customer problems, queries, complaints and refund requests ensuring customer satisfaction and retention.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Business Administration in HRDM
University of San Jose-Recoletos
Cebu City, Philippines 04.1998 - 04.2003
College Level (3 Yrs) - Bachelor of Arts in Psychology
University of San Jose-Recoletos
Cebu City, Philippines 04.2001 -
High School Diploma -
Colegio De San Francisco Javier
Palompon, Leyte 04.2001 -
Skills
Business Process Transformation
undefinedWebsites
Certification
Artificial Intelligence Implications for Business Strategy - MIT Sloan School of Management, DemandScience
Timeline
Artificial Intelligence Implications for Business Strategy - MIT Sloan School of Management, DemandScience
12-2023
Process Optimization for Management Consultants & Analysts - Udemy, DemandScience
12-2022
Jira for Beginners – Detailed Course to Get Started in Jira - Udemy, DemandScience
12-2022
Miro Fundamentals: Brainstorm and Collaborate - Udemy, DemandScience
12-2022
How to Write User Stories that Deliver Value - Udemy, DemandScience
11-2022
Process Transformation Manager
DemandScience
01.2022 - Current
Product Manager - Fulfillment Systems
DemandScience
04.2019 - 12.2021
Fulfillment Operations Manager
DemandScience
11.2018 - 04.2019
Operations Manager
Mopro
06.2018 - 11.2018
Project Manager - Salesforce Solutions
Mopro
10.2017 - 06.2018
ITIL 2011 Foundation - SAS Management Incorporated
05-2017
Enterprise Business Systems Analyst (Salesforce.com)
Lexmark
01.2014 - 10.2017
High Impact Presentations - Dale Carnegie Training, Lexmark
09-2013
Managing Difficult Conversations - Lexmark
12-2011
Coaching for Improvement and Success - Lexmark
02-2011
Team Leader, Demand Generation Team
Lexmark
02.2011 - 01.2014
Lean Six Sigma Yellow Belt - Lexmark
12-2009
Practical Problem Solving - Lexmark
10-2009
Demand Generation Support Specialist
Lexmark
10.2008 - 01.2011
OIC, Expedia.com
Teleperformance
03.2008 - 10.2008
Travel Sales Specialist, Expedia.com
Teleperformance
10.2006 - 03.2008
Customer Service Representative, Expedia.com
Teleperformance
01.2006 - 10.2006
College Level (3 Yrs) - Bachelor of Arts in Psychology
University of San Jose-Recoletos
04.2001 -
High School Diploma -
Colegio De San Francisco Javier
04.2001 -
Bachelor of Science - Business Administration in HRDM
University of San Jose-Recoletos
04.1998 - 04.2003
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