Girem Englatera Alberio
Operations & Project Support Manager
Consolacion, Province Of Cebu
Summary
Dynamic operations and people leader with over 14 years of diverse experience in project support, customer service, training, quality assurance, technical support, and key account management. Currently leading a multi-level project support team within a global privacy technology organization, effectively managing complex data migration, platform configuration, reporting, testing, and quality assurance initiatives. Expertise in translating ambiguous requirements into structured workflows while enhancing team accountability and stakeholder visibility. Committed to leveraging automation and AI-driven solutions to minimize manual effort and expedite project delivery.
Overview
10
10
Certifications
15
15
years of professional experience
Work History
Team Manager II – Project Support Team
TrustArc
Cebu City
03.2022 - Current
- Lead a multi-level project support organization responsible for data migrations, importer templates, platform configuration, custom and standard reporting, bulk updates, quality assurance, testing, and recurring operational deliverables.
- Manage workload allocation, staffing, performance, coaching, development, attendance reliability, and delivery controls across team leads, senior associates, full-time associates, and part-time associates.
- Partner with Success, Support, Assurance, Sales, Finance, Technical Account Management, and other global stakeholders to clarify requirements, manage priorities, resolve escalations, and maintain delivery confidence.
- Built and launched a centralized PST Operations Hub and request-intake workflow to standardize submissions, automate project IDs and activity scoring, improve request tracking, and reduce fragmented back-and-forth communication.
- Drive AI and automation initiatives for data formatting, mapping, dashboard synchronization, at-risk reporting, and repetitive project work, with a focus on reducing cycle time while preserving rigorous quality controls.
- Established focused coaching and development programs to improve client-first-pass accuracy, stakeholder satisfaction, reliability, process adherence, continuous improvement, training, and leadership effectiveness.
- Oversee high-volume and complex customer work involving assessment builds, platform migrations, configuration changes, data quality reviews, and cross-functional implementation dependencies.
Training Instructor
TDCX
Cebu City
02.2021 - 03.2022
- Delivered new-hire and upskilling programs, facilitated adult-learning sessions, assessed readiness, and reinforced process, product, quality, and customer-experience standards.
- Collaborated with operations and support functions to identify performance gaps, improve training effectiveness, and support successful transition of learners into production.
Team Coach / Lead – Walmart
SYKES Asia Inc.
Cebu City
03.2020 - 12.2020
- Monitored agent performance and coached team members toward achievement of service, productivity, quality, and compliance targets.
- Handled escalations, supported incident closure, resolved tool and process concerns, and provided operational feedback on performance drivers and trends.
Training Supervisor – Pearson Education Services
SYKES Asia Inc.
Cebu City
06.2016 - 02.2020
- Supervised end-to-end training operations and ensured effective delivery of adult classroom training to prepare employees for client and program requirements.
- Aligned trainers and learners on performance metrics, client updates, operational expectations, and role-specific capability requirements.
- Tracked training and production performance, identified challenges, and partnered with Operations, Quality, and Integrity teams on corrective and improvement plans.
- Conducted monthly performance evaluations, coached team members, addressed development needs, and maintained consistent training governance.
Trainer – Frontier
SYKES Asia Inc.
Cebu City
08.2014 - 05.2016
- Facilitated product and process training for newly hired employees, coached trainees through nesting, and assessed readiness for Operations endorsement.
- Handled supervisory escalations, monitored quality performance, completed daily and weekly training reports, and presented business results to account leadership.
Quality Assurance Coordinator – AT&T U-verse
SYKES Asia Inc.
Cebu City
11.2013 - 07.2014
- Evaluated customer transactions using client-approved scorecards and coached employees on strengths, compliance gaps, and performance improvement opportunities.
- Analyzed quality trends, created action plans, participated in internal and client calibrations, and presented monthly business performance reports to stakeholders.
Technical Support Agent – AT&T DSL and U-verse
SYKES Asia Inc.
Cebu City
08.2011 - 10.2013
- Provided voice and chat support for internet, phone, television, and email concerns, combining technical troubleshooting with customer-focused service.
Education
Bachelor of Arts - Journalism And Mass Communication
University of San Jose-Recoletos
Cebu City, Philippines 04.2001 -
Skills
Project management and operations
Client relationship management
Curriculum development and delivery
Team leadership
Proficient in Google Workspace
Skilled in utilizing generative AI technologies
Accomplishments
7 Habits of Highly Effective People
Leading at the Speed of Trust
Certification
Situational Leadership: Building Leaders – Blended Learning
Timeline
Team Manager II – Project Support Team
TrustArc
03.2022 - Current
Training Instructor
TDCX
02.2021 - 03.2022
Team Coach / Lead – Walmart
SYKES Asia Inc.
03.2020 - 12.2020
Training Supervisor – Pearson Education Services
SYKES Asia Inc.
06.2016 - 02.2020
Trainer – Frontier
SYKES Asia Inc.
08.2014 - 05.2016
Quality Assurance Coordinator – AT&T U-verse
SYKES Asia Inc.
11.2013 - 07.2014
Technical Support Agent – AT&T DSL and U-verse
SYKES Asia Inc.
08.2011 - 10.2013
Bachelor of Arts - Journalism And Mass Communication
University of San Jose-Recoletos
04.2001 -