Jollan Bacasen
Quezon City,00
Summary
About 8 years work experience in the IT-BPO and shared services industry across local and regional operations, these includes operations management, process training, program, and project management. Furthermore, led and supported wide range of complex transitions from several towers- Finance accounting, Health, Insurance and Contact Center.
Overview
10
10
years of professional experience
Work History
Senior Transition and Project Specialist
Tenet Global Business Center
Taguig, Metro Manila, Philippines
04.2024 - Current
- Leads and manages transitions and projects from defining until closing phase
- Engages discussion during transition opportunity and solution identification stage
- Participates to all business reviews and other executive governance providing updates for active transitions and projects
- Collaborates across support functions to mobilize transition activities
- Works closely with finance team dealing with transition budget, cost savings, revenues and other financial items
- Enables and onboards team's new joiners
- Cooperates and manages business initiatives (e.g. community programs)
- Establishes and improves methodology throughout transition journeys
Mobilization Senior Analyst
Accenture Inc.
Bonifacio Global City, Philippines
06.2021 - Current
- Works across clients to provide support during solution realization and service transition activities
- Executes and tracks identified issues, resolutions, actions, risks and decisions
- Supports Mobilization leads and outsourcing solution architects on real shape team
- Supports transition program manager in the estimation of costs and develops low plans for a workstream
- Participates in due diligence and service transition activities including assessing concepts and alternatives
- Deals a workstream during transition execution
- Designs, builds & implements lovable components to service transition programs through the existing standard solution
- Implements & adheres to mobilization methods and tools
- Designs detailed costs and benefits of a guided solution workstream of service transition program
Subject Matter Expert
Accenture Inc.
Quezon City, Metro Manila, Philippines
01.2020 - 05.2021
- Performs urgent tasks and admin works from the management and client
- Supports the team in terms of allocations, process classifications, complex jobs, customer escalations, process updates and decision making
- Conducts coaching sessions with agents regarding their monthly quality audits, coaching opportunities, at fault and process proficiency
- Works hand in hand with the team leader to maintain great scores from the team, sustain service level agreement, team deliverables, engagement, and system issues
- Provides assessment and helps the client to improve process, tools, and customer experience
- Conducts process training when needed e.g Upskilling
Customer Service Associate
Accenture Inc.
Quezon City, Metro Manila, Philippines
08.2017 - 12.2019
- Utility outbound account that handles customer inquiries, account set ups, electrical work requests, exceptions, and escalations (process covers electricity, gas and solar panels)
Production Assistant
Abs-Cbn
Baguio City, Philippines
02.2017 - 05.2017
- Internship Program
Media Correspondent
Radio Philippines Network Inc.
Baguio City, Philippines
01.2015 - 05.2015
- Internship Program
Education
Bachelor of Arts - Communication
Saint Louis University
Baguio City, Province Of Benguet, Philippines06.2017
Skills
- Operations Management
- Customer Experience Management
- Program and Project Management
- Training Management
- Quality Management
References
- Available upon request
Timeline
Senior Transition and Project Specialist
Tenet Global Business Center
04.2024 - Current
Mobilization Senior Analyst
Accenture Inc.
06.2021 - Current
Subject Matter Expert
Accenture Inc.
01.2020 - 05.2021
Customer Service Associate
Accenture Inc.
08.2017 - 12.2019
Production Assistant
Abs-Cbn
02.2017 - 05.2017
Media Correspondent
Radio Philippines Network Inc.
01.2015 - 05.2015
Bachelor of Arts - Communication
Saint Louis University