Mark Anatoly Villaces
Manila
Summary
A dynamic leader with a proven track record at AF Payments, Inc., I excel in organizational development and relationship management. Spearheaded critical change initiatives, enhancing business processes and fostering cross-functional team collaboration. My strategic approach and influential skills have consistently driven project success, optimizing operations and achieving key performance indicators.
Overview
18
18
years of professional experience
Work History
Service Transition & Change Management Lead
AF Payments, Inc.
01.2023 - Current
- Manage and Lead After Sales Group for Clients Post - Deployment requirements in Repairs, Replacement, Warranty Inquiries and Peripherals Orders.
- Manage and Lead Know Your Customer (KYC) for beep App Premium Requirement. Set proper procedures, flag security issues and decision making for escalation concerns.
- Manage and Lead Service Desk - Customer Support Hotline Team. Ensuring Company Commitment and Key Performance Indicators (KPI) from Rail - Government Contracts are prioritized and maintain professionally.
- Manage and Lead Field Implementation Pre-Deployment Activities both Transport and Retail Sectors in the Philippines. Responsible for Ocular, Operational Readiness Test, Management Project Completion Discussion and Field Support throughout the Transition period.
- Handles New Automated Fare Collection New Devices Kentkart & SUNMI P2.
- Mitigated potential project risks through thorough analysis and proactive planning, ensuring minimal disruption to ongoing business operations.
- Conducted thorough post-implementation reviews to assess success factors and lessons learned from completed change projects.
- Influenced senior leadership buy-in for critical change initiatives through persuasive presentations and data-driven insights.
- Managed budgets for multiple concurrent change initiatives while maintaining fiscal responsibility and optimizing resource allocation.
- Built strong relationships with cross-functional teams, fostering collaboration and streamlined decision-making throughout change initiatives.
- Established efficient monitoring systems to track progress of change projects, ensuring timely completion and alignment with business objectives.
- Led teams of analysts to evaluate, plan and execute projects.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Standardized best practices across various departments as a Change Management Lead through continuous process documentation review.
- Led change project teams, providing clear guidance on roles, responsibilities, goals, timelines, and expected outcomes.
Cards Operation Senior Supervisor
AF Payments, Inc.
05.2022 - 12.2022
- Manage and Lead beep Card Operation Process to comply Company commitment for the Ongoing Concessionary Agreement with Rail - Government.
- Manage Cards Supply forecasting and stable timeline from production to delivery. Present to Management and Request for Budget Approval to Proceed.
- Alignment and Coordination w/ Card Suppliers for correct Card Technical Specifications are met and perform both visual and system test before Production.
- Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
- Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
- Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
- Ensured timely completion of projects through effective scheduling and prioritization of tasks based on urgency and importance.
- Streamlined operations for improved efficiency, delegating tasks and setting clear performance expectations.
- Defined clear targets and objectives and communicated to other team members.
Service Transition - Field Project Lead
AF Payments, Inc.
01.2019 - 04.2022
- Manage and Implement Client Transition Process from their existing Manual Setup, integrating Automated Fare Collection System as part of ther Daily Operational Process from Front End Devices to Settlement and Reports Expectations.
- Handles Automated Fare Collection Handheld Devices such as Famoco FX100,7-9 and Coseco TP900. Including Bus Validators such as Coseco TPS530 & Baoruh.
- Streamlined project management processes by implementing Agile methodologies and improving team communication.
- Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout the project lifecycle.
- Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
- Developed comprehensive project plans that clearly outlined objectives, timelines, budgets, risks, and success metrics for all stakeholders.
- Led cross-functional teams to streamline project delivery, ensuring alignment with client expectations.
- Initiated quality assurance practices that resulted in higher client satisfaction rates.
- Reported regularly to managers on project budget, progress, and technical problems.
Merchant Operations Supervisor
AF Payments, Inc.
05.2016 - 12.2018
- Pioneering Non-Rail Transport, Retail & Tollway Automated Fare Collections as Project Lead Implementation.
- Mainly handles beep Loading Management for Ecosystem of Transport Card. Device Profiling and Vendor Management for every deployment.
- Performed regular competitor analysis to stay informed about industry trends and adjust strategies accordingly.
- Utilized excellent communication skills to resolve customer complaints promptly and professionally.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Streamlined inventory management tasks for increased efficiency and accuracy.
- Collaborated with marketing to create compelling in-store displays, boosting product visibility and sales.
- Participated in community events to promote store, building relationships with local community and attracting new customers.
- Built relationships with customers and community to establish long-term business growth.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
Junior Technical Sales Representative
NERA Philippines
12.2015 - 04.2016
- Extension Sales Agent of Global Payments and HSBC for Merchants requiring Electronic Fund Transfer at Point of Sale (EFTPOS) Terminal.
- Handles Face to Face Merchant Management Technical Discussion and Negotiation for Merchant Discount Rate (MDR) Contract Acceptance.
- Developed robust pipeline of sales opportunities by maintaining accurate information in CRM.
- Engaged large and medium end-users to deliver company's total value proposition to increase sales.
- Collaborated closely with engineering team to ensure accurate product knowledge for successful client demonstrations.
- Maximized revenue opportunities by conducting thorough needs assessments during initial client consultations.
- Participated in trade shows and conferences to expand professional network and increase company visibility within the industry.
- Attended product-related technical shows and other activities to represent company products and services.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Demonstrated products and specific features at customer locations and special events.
Bank Account Servicing Lead Supervisor
NERA Philippines
06.2011 - 11.2015
- Account Lead for Vendor Supply and Servicing requirements of Global Payments / HSBC. Backup Account Lead for other Bank Accounts.
- Mainly handles Client Electronic Fund Transfer at Point of Sale (EFTPOS) such as Hypercom, Verifone & PAX. System Profiling and China Union Pay (CUP) Device setup.
- Organize Deployment Plan for Field Personnel's all over the Philippines committing Client expectation on our Service Level Agreement.
- Demonstrated strong leadership skills, motivating team members to reach their full potential through coaching and mentoring efforts.
- Assisted upper management in achieving long-term company objectives with timely execution of key projects.
- Championed employee development by offering regular training opportunities, supporting professional growth, and cultivating a culture of learning.
- Enhanced customer satisfaction with timely responses to inquiries and effective resolution of issues.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased project completion rates by prioritizing tasks and effectively delegating responsibilities to team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
Technical Field Engineer
NERA Philippines
01.2008 - 05.2011
- Collaborated with cross-functional teams to develop innovative solutions, resulting in successful project completion.
- Assisted in the development of proposals for prospective clients by offering extensive insights into technical requirements based on their unique needs.
- Developed detailed technical documentation to standardize procedures, facilitating knowledge transfer among team members.
- Led successful installations and upgrades of various hardware and software systems for diverse clientele.
- Identified major issues that could arise and provided solutions for these problems.
- Applied expertise in comprehensive root cause failure analysis.
Technical Customer Service Representative
Advance Contact Solutions
07.2007 - 12.2007
- Handles Technical Customer Service for Verizon DSL Account.
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
- Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
- Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
Education
Bachelor of Science - Electronics And Communication Engineering
Far Eastern University (FEU)
Nicanor Reyes Sr, Street, Sampaloc, Manila Manila05-2007
Bachelor of Science - Electronics And Communication Engineering
University of Santo Tomas (UST)
España Blvd, Sampaloc, Manila, 1008 Metro ManilaHigh School Diploma -
University of Santo Tomas (UST)
España Blvd, Sampaloc, Manila, 1008 Metro Manila03-2000
Elementary Education
University of Santo Tomas (UST)
España Blvd, Sampaloc, Manila, 1008 Metro Manila03-1996
Skills
- Organizational development
- Relationship management
- Influencing skills
- Business process reengineering
- Lean six sigma
- Training and coaching
- Change request tracking
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Effective communication
- Team leadership
- Adaptability and flexibility
- Decision-making
- Relationship building
- Customer relationship management
- Project management
- Business analysis
- Data analysis
- Workflow optimization
- Budget management
- Contract negotiation
- Supply chain management
- Process analysis
- Sales forecasting
- Troubleshoot service issues
- Business continuity planning
Love to Travel both Domestic and International.
Passionate about combining work with travel, exploring both Domestic and International destinations if opportunity arises. Doing field work and produce relevant results for the Company.
Timeline
Service Transition & Change Management Lead
AF Payments, Inc.
01.2023 - Current
Cards Operation Senior Supervisor
AF Payments, Inc.
05.2022 - 12.2022
Service Transition - Field Project Lead
AF Payments, Inc.
01.2019 - 04.2022
Merchant Operations Supervisor
AF Payments, Inc.
05.2016 - 12.2018
Junior Technical Sales Representative
NERA Philippines
12.2015 - 04.2016
Bank Account Servicing Lead Supervisor
NERA Philippines
06.2011 - 11.2015
Technical Field Engineer
NERA Philippines
01.2008 - 05.2011
Technical Customer Service Representative
Advance Contact Solutions
07.2007 - 12.2007
Bachelor of Science - Electronics And Communication Engineering
Far Eastern University (FEU)
Bachelor of Science - Electronics And Communication Engineering
University of Santo Tomas (UST)
High School Diploma -
University of Santo Tomas (UST)
Elementary Education
University of Santo Tomas (UST)
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