Jose Orlando Odoño
Project Manager
San Pedro City
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Senior Officer and Escalation Lead
Labrador Information Transparency (formerly Diversified Global Graphics Group)
4 2023 - 5 2024
- Acted as a key figure in receiving and addressing client escalations with the help of the Document Operations Team.
- Also compiled and analyzed monthly reports of incidents to identify PM trends or knowledge gaps
- Conducted surveys and collected data for PM training needs analysis
- Used data to prepare an updated training program for PMs
- Coordinated with fellow Senior PMs on potential business improvement plans for the team.
- Established strong relationships with key clients to maintain customer loyalty and drive repeat business opportunities.
- Coached junior team members, fostering professional growth and improving overall team performance.
- Delivered exceptional customer service by understanding client needs, providing tailored solutions, and maintaining open lines of communication throughout all stages of the project lifecycle.
Junior Officer
Diversified Global Graphics Group
05.2022 - 04.2023
- Took a leading role in managing resources and priorities during the night shift
- Acted as main client contact point, whether via phone or email.
- Prepared and implemented action plans for high-risk clients with 0% error rate.
- Prepared a baseline training program for Project Managers in the company.
- Coordinated events and training sessions, resulting in increased employee engagement and knowledgesharing.
- Provided exceptional customer service, resolving issues efficiently and maintaining positive client relationships.
Client Service Associate/Junior Project Manager
Diversified Global Graphics Group
08.2019 - 05.2022
- Handled and analyzed client requests before cascading tasks to the Document Operations team (consisting of Design Execution, HTML, or Quality Checking division)
- Acted as a key point of contact between Document Operations and clients
- Assisted Team Lead and Seniors with data collection, job de-escalation, and administrative tasks as requested.
- Maintained accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
- Enhanced client satisfaction by effectively addressing and resolving inquiries in a timely manner.
- Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
Education
BA Humanities -
University of Asia And The Pacific
01.2015 - 05.2019
Skills
Project Management
Basic Six Sigma
Strategic Planning
Customer Service
Escalation Management
MS Office
Google Suite
Canvas LMS
Numpy (ongoing)
Pandas (ongoing)
Training and MentoringCross-Functional Communication
Project Planning
Cross-Functional Collaboration
Certification
Certified Project Manager, Udemy, REF#0004
Languages
Python (ongoing)
Timeline
Junior Officer
Diversified Global Graphics Group
05.2022 - 04.2023
Client Service Associate/Junior Project Manager
Diversified Global Graphics Group
08.2019 - 05.2022
BA Humanities -
University of Asia And The Pacific
01.2015 - 05.2019
Senior Officer and Escalation Lead
Labrador Information Transparency (formerly Diversified Global Graphics Group)
4 2023 - 5 2024