Jesus Villavicencio
Manila, Metro Manila
Summary
Dynamic Service Assurance Manager at Globe Telecom Inc. with expertise in service management operations, data control and risk management. Proven track record in optimizing billing processes and enhancing client satisfaction through strategic change initiatives. Skilled in data interpretation and fostering strong stakeholder relationships, driving continuous improvement and operational excellence.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Service Assurance Manager
Globe Telecom Inc.
04.2017 - 09.2023
- Established governance, organization and management structure to mitigate revenue leakage
- Monitored operations metrics to deliver regular reporting to senior leadership..
- Conducted comprehensive reviews of internal controls, ensuring compliance with company policies and procedures.
- Developed strong outsource relationship through communication and proactive training and development.
- Handled four sub-team in the department: service assurance, change management , service transition, and logical access review.
Change Management Leader
Globe Telecom Inc.
04.2017 - 09.2023
- Developed customized change management policies tailored to individual project goals, stakeholder needs, and organizational contexts.
- Coached team members in adopting new methodologies or tools related to change management, fostering a sense of ownership and commitment among all participants.
- Built strong relationships with key stakeholders across all departments through consistent engagement efforts aimed at creating buy-in for proposed changes.
- Collaborated with senior leadership to identify areas of improvement, strategically aligning change efforts with overall business objectives.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Led cross-functional teams in developing and executing comprehensive change initiatives, resulting in minimal service disruptions.
Director of Billing
Globe Telecom Inc.
09.2013 - 04.2017
- Collaborated with other department heads (marketing, customer service, IT department) to develop strategies for maximizing revenue while maintaining high levels of client satisfaction.
- Identified opportunities for automation within the billing process, cutting down manual tasks and freeing up resources for more strategic activities.
- Streamlined billing processes by implementing efficient software solutions, resulting in reduced errors and improved accuracy. Participated in implementing new Billing systems developed by Israel partner Amdocs .
- Performed testing for billing modules, enhancing new functionality and process improvements.
- Conducted direct reports performance reviews and implemented improvement plans.
- Conducted periodic reviews of billing procedures to identify areas for optimization and eliminate redundancies in processes.
Billing Manager
Globe Telecom Inc.
01.2005 - 09.2013
- Reviewed billing problems, customer related issues, and resolved concerns.
- Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
- Trained and mentored staff on procedures, compliance requirements, and regulatory compliance.
- Collaborated with cross-functional teams to resolve billing-related issues swiftly, minimizing negative impacts on customer experience and on overall operations.
- Reduced errors and discrepancies in invoicing by closely monitoring billing data and conducting regular audits.
- Enhanced customer satisfaction levels by ensuring timely delivery of accurate invoices and addressing concerns professionally.
- Conducted periodic reviews of existing processes to identify areas of potential cost savings or efficiency improvements.
- Conducted regular analysis of billing department performance, identifying trends and areas for improvement to inform strategic planning.
Accounting Assistant
Boehringer Mannheim Philippines
02.1991 - 07.1994
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and disbursement.
- Expedited invoice processing with effective communication between chief accountant and finance manager.
- Assisted in the preparation of monthly financial statements for timely and accurate reporting to management.
- Managed accounts payable and receivable, ensuring timely processing of invoices and payments.
- Supported budget planning and forecasting with detailed analysis and data compilation.
Internal Auditor
Philippine Banking Corporation
12.1989 - 03.1991
- Assisted in the preparation of audit reports that clearly communicated findings and recommendations to branch manager and audit lead..
- Performed internal audits of Foreign Department and Bank Branch banking, by developing risk assessments and conducting process walkthroughs for compliance with documented processes.
- Identified and reported audit issues.
- Investigated discrepancies discovered during auditing process and provided recommendations to senior audit leads.
- Supported management in developing action plans to address identified issues, promoting timely resolution of audit findings.
- Explained risk and compliance concepts to audit managers and branch/ department heads.
- Collaborated with cross-functional teams to design and execute comprehensive audit plans, ensuring alignment with company objectives.
Bank Employee
Philippine Banking Corporation
01.1988 - 02.1991
- Assisted clients with banking services needed resulting in increased customer retention.
- Maintained accurate records of transactions, reducing discrepancies and ensuring balanced accounts daily.
- Collaborated with team members to achieve branch sales targets and exceed performance goals.
- Provided exceptional customer service, resolving issues promptly and maintaining positive client relationships.
- Participated in continuous professional development programs, staying current on industry trends and best practices in banking operations.
- Supported business customers with tailored banking solutions, promoting growth and long-term partnerships.
Education
Bachelor of Science - Business Major in Accounting
Colegio De San Juan Letran
Metro Manila03-1987
High School Diploma -
Saint Anthony School
Manila03-1983
Skills
- Risk Management Assessment
- Data Interpretation
- Systems Analysis and Testing
- Budget development
- Audit reporting
- Pre-implementation audits
- Service management operations
- Financial statement analysis
- Teamwork and collaboration
- Problem-solving abilities
- Bookkeeping and reconciliation
Certification
- Certified Public Accountant (CPA)
- ITIL Certified
- Six Sigma Certification (White Belt)
Languages
English
Intermediate (B1)
Tagalog
Bilingual or Proficient (C2)
Timeline
Service Assurance Manager
Globe Telecom Inc.
04.2017 - 09.2023
Change Management Leader
Globe Telecom Inc.
04.2017 - 09.2023
Director of Billing
Globe Telecom Inc.
09.2013 - 04.2017
Billing Manager
Globe Telecom Inc.
01.2005 - 09.2013
Accounting Assistant
Boehringer Mannheim Philippines
02.1991 - 07.1994
Internal Auditor
Philippine Banking Corporation
12.1989 - 03.1991
Bank Employee
Philippine Banking Corporation
01.1988 - 02.1991
Bachelor of Science - Business Major in Accounting
Colegio De San Juan Letran
High School Diploma -
Saint Anthony School
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