Glenn Rency Garcia
Senior Level | Function Head | Vendor Management Expert | Cost Optimization | Vendor Acquisition And Procurement| Contract Management Expert | Vendor Risk Management | Vendor Audit And Compliance | BCP BIA Coordinator
Summary
Accomplished leader with extensive experience in operations and vendor management, notably at Samsung US. Excelled in enhancing user experiences and optimizing costs across multiple regions. Skilled in project management and operations strategies, demonstrating a keen ability for business impact analysis and risk management. Proven track record in driving continuous improvement and revenue growth, underpinned by effective communication and compliance adherence.
Overview
11
11
years of professional experience
Work History
Director of Vendor Management
Samsung US
09.2023 - Current
- Responsible for supporting offshore partners in performance management, continuous improvement: user experience focused, and cost optimization
- Handling tier 1 and specialty groups for SAMSUNG US (SEA) for mobile, home electronics and digital appliances
- Manages partner contracts and commercials
- Governs risk and compliance management
- Multiregional scope supporting Vendors in PH, India, Dominican Republic and Egypt
- Headcount: 2500
- Channels: Voice and Digital (Chat, SMS)
Head of CS | Senior Vendor Mgr CS, KYC, Recovery
Shopee
11.2020 - 09.2023
- Incharged of end to end vendor management for Tier 1: From Vendor Procurement and Selection, to Vendor Contracts, to Vendor Management and Vendor Compliance Management and Audit.
- Reviews staffing and capacity planning and cost per contact (efficiency)
- Oversees operations for Shopee, Shopeepay and SLOAN from CS - Buyer and Seller, Business development, KYC and Recovery (Collections)
- Director of HQ Operations (in-house teams) for Tier 2 and 3 support.
- Designs KPIs and Targets per functional team.
- Collaborates with Regional Partners (SEA groups) in streamlining processes.
- Service Delivery Area: Buyer Logistics, Return Refund, Disputes; Sales performance, KYC Validation, Accounts Payable - SLOAN/SPAY
- HC: 2000
- Channel: Voice, Chat and Email
Regional Director of Vendor Management (SEA & NA)
PPD
06.2018 - 10.2020
- Manage delivery of case loads for Adverse Event reporting of clinical trial drugs.
- Oversees operations on China, Philippines and North America quarters
- Ensures service level, efficiency and compliance targets are met.
- Responsible for staffing and capacity planning
- Manages Revenue forecasts, reconciles profits and loss, and files monthly invoice to clients
- HC: 1000
- Channel: Voice and Back office (Email)
Director of Operations
United Healthcare, UHG
03.2013 - 03.2018
- Supports daily operations for inbound and outbound teams
- Benefits, Authorization, Claims and Appeals LOB
- Responsible for HC/Revenue growth
- Has direct communication with clients acting as Head of Department and Client Services Manager
- HC: 1500
- LOB: Voice
Education
Bachelor of Science - Nursing
College of The Immaculate Conception
Cabanatuan City, Province Of Nueva Ecija, Philippines 04.2001 -
Skills
Project Management
Operations Management
Operations Strategies
Continues Improvement
Business Impact Analysis and Risk Management
Compliance
Operations Strategies
Revenue Management
Timeline
Director of Vendor Management
Samsung US
09.2023 - Current
Head of CS | Senior Vendor Mgr CS, KYC, Recovery
Shopee
11.2020 - 09.2023
Regional Director of Vendor Management (SEA & NA)
PPD
06.2018 - 10.2020
Director of Operations
United Healthcare, UHG
03.2013 - 03.2018
Bachelor of Science - Nursing
College of The Immaculate Conception
04.2001 -
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