Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Micro Market Governance Lead / PMO
Globe Telecom Inc.
04.2023 - 05.2024
Program governance to ensure consistency of processes and cadences
Guide and keep Micro Market on track for key milestones
Review detailed progress with Micro Market leads
Set up standards and policies to enable team empowerment
Leads set-up and build-out capability for Micro Market
Drives proper implementation of strategies and operational plans for Micro Market
Channel Partner Expert (Stores and Micro Market)
Globe Telecom Inc.
02.2015 - 03.2023
Collaborates with cross-functional teams to help drive micro market success
Designed end-to-end process of the Micro Market framework
Assesses customer journey, behavior and trends and recommends process improvements
Developed, reviewed, and aligned channel policies, rules of engagement, commission schemes based on the overall sales strategy and business direction
Establish target principle aligned with the channel strategy and collaborates with enabling team for support requirements and channel heads for their concurrence
Determines and identifies required channel partners, organizational changes and support, training and capabilities, automation and system requirements
Leads and drives change management and channel adoption of sales strategies, pilot programs and automation projects that have been certified for handoff
Process Expert for Sales and After-sales Channels
Globe Telecom Inc.
09.2013 - 02.2018
Communicated effectively with stakeholders to align expectations, gather requirements, and provide updates on project progress.
Reviewed internal systems and organized training plans to address areas in need of improvement.
Created end-to-end process to support project launches such as promos, new tools/systems and any indicatives that greatly impacts customer experience
Organized and participated in Business User Requirements and Kick-off meetings for consultation and collaboration
Managed projects effectively by adhering to timelines and budgets while maintaining a focus on process excellence.
Evaluated current processes to develop improvement plans.
Senior Retail Specialist
Globe Telecom
08.2011 - 09.2013
Utilized POS systems efficiently for accurate transactions and inventory management purposes.
Developed strong product knowledge to provide accurate information and expert advice to customers.
Participated in regular training sessions for continuous improvement in retail knowledge and skills.
Increased sales revenue by promoting store promotions and upselling products.
Listened to customer needs and desires to identify and recommend optimal products.
Assisted management with special projects such as inventory audits or promotional campaigns implementation when needed.
Trade and Surge Admin Team Leader
Globe Telecom Inc.
10.2009 - 08.2011
Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
Responsible for liquidation of the Customer Service fund/wallet.
Prepares monthly report.
Addressed customer concerns thru emails and outbound calls.
Investigations and Fulfillment Specialist
Globe Telecom Inc.
10.2004 - 10.2009
Back-end support for fulfillment of customer requests from different channels.
Attends to customer complaints by conducting investigations and coming up with resolutions.
Provides feedback to customers' concerns and complaints thru call-out and emails.
Hotline Customer Service Specialist
Globe Telecom Inc.
08.2000 - 10.2004
Responded to customer requests for products, services, and company information.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Delivered prompt service to prioritize customer needs.
Customer Service Specialist
Pocketbell Philippines
07.1995 - 07.2000
Received calls from customers
Encodes and transmit messages from one customer to another
Education
Bachelor in Advertising And Public Relations - Business And Advertising
Polytechnic University of The Philippines
Sta. Mesa Manila
04.1995
Skills
Active Listening
Work Planning and Prioritization
Time management abilities
Proficient computer skills
Collaborative Learner
Communication Skills
Team Building and Management
Problem Solving
Leadership
Customer Service
Timeline
Micro Market Governance Lead / PMO
Globe Telecom Inc.
04.2023 - 05.2024
Channel Partner Expert (Stores and Micro Market)
Globe Telecom Inc.
02.2015 - 03.2023
Process Expert for Sales and After-sales Channels
Globe Telecom Inc.
09.2013 - 02.2018
Senior Retail Specialist
Globe Telecom
08.2011 - 09.2013
Trade and Surge Admin Team Leader
Globe Telecom Inc.
10.2009 - 08.2011
Investigations and Fulfillment Specialist
Globe Telecom Inc.
10.2004 - 10.2009
Hotline Customer Service Specialist
Globe Telecom Inc.
08.2000 - 10.2004
Customer Service Specialist
Pocketbell Philippines
07.1995 - 07.2000
Bachelor in Advertising And Public Relations - Business And Advertising
Lead Corporate Governance & Regulatory Analyst at Liberty Mutual Insurance CompanyLead Corporate Governance & Regulatory Analyst at Liberty Mutual Insurance Company
<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform