MELANEE S. TAGOYLO
IT Infrastructure And Service Management - Sr. Manager, Problem Manager
Cainta,Rizal
Summary
· Strong leadership skills and spearheaded simple to complex improvements in enhancing customer experience and system stability
· Adaptable
· Seasoned Bank Operations Management and IT Service Management
· Works well under pressure.
· Persistent, driven and result-oriented person
· Technologically competent, with excellent troubleshooting, multitasking and communication skills.
Overview
20
20
years of professional experience
8
8
years of post-secondary education
2
2
Certificates
Work History
Problem Manager - Sr. Manager
Unionbank Of The Philippines
Pasig
10.2021 - Current
- Manages the Problem Management Department
- Manage the lifecycle of all technical problems to prevent Incidents from happening/recurring, and to minimize the impact of Incidents that cannot be prevented
- Manages the resolution and escalation of issues and concerns of department members through a variety of means (e.g. coaching, meetings, interventions, etc.)
- Ensures that necessary action plans to resolve problems are implemented
- Ensures that the problem report is aligned with stakeholders, service/system owners, business/ operations, and system users.
- Manage the regular reporting of Problem Insights and Statistics (Weekly and Monthly) to the team and ITSG Mancom and Stakeholders.
- Spear heading resolution for high impacting issues whether simple or complex fixes/enhancement to ensure faster resolution.
ITSM - Service Level Manager
Unionbank of the Philippines
Pasig
09.2019 - 10.2021
- Analyzes and review Service Level Agreement (SLA) and Operational Level Agreement (OLA)
- Ensuring all needed contracts and agreement are in place and appropriate for the agreed service level target
- Monitor and report SLAs to stakeholders
- Initiates any action required to maintain or improve service level
- Acts as coordination point for any changes of service level required
- Ensures that appropriate changes are assessed for their impact on service levels
- Manage, monitor, assist, guide and lead the team needed in order to improve the over-all performance and availability of the systems/service that has critical processes that may impact operations
- Stakeholder management for all critical issues
- Spear headed resolution for high impacting issues whether simple or complex fixes/enhancement to ensure faster resolution in coordination with Problem and Incident Management
System Support Officer / Application Support
Unionbank of the Philippines
Pasig
08.2015 - 09.2019
- Handles branch operations and head office system and support for Finacle front end transactions, maintenance and parameter set-up.
- Conducts system training in Finacle for Sales and Service Assistant, Sales and Service.
- Provided technical support and issue resolution to users via remote assistance platforms
- Made recommendations to avoid expensive and unnecessary modifications to systems
- Resolved technical issues quickly by replicating system fault sequence to verify correct operations and detect errors.
- Managed system-wide operating system and software deployments, as well as related software upgrade problems.
- Answered and triaged requests for assistance in order to provide top-notch support.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Branch Manager
Unionbank of the Philippines
Pasig
10.2010 - 08.2015
- Directly supervises Sales and Service Officers and Sales and Service Assistants.
- Responsible for day to day supervision of branch operations and service delivery.
- Ensures service quality, operations efficiency, productivity and compliance.
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring/termination processes, coaching employees on company protocol and payroll operations.
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and implementing branch processes.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
- Maintained branch files for major accounts, investments and employees.
- Trained employees on proper procedures and strategies to improve productivity.
- Completed daily Bank Secrecy Act reports.
- Gathered and reviewed customer feedback to improve operations.
- Maintained friendly and professional customer interactions.
Sales and Service Officer
UNIONBANK of the PHILIPPINES
Pasig
09.2006 - 09.2010
- Responsible for administration and efficient operation of the branch delivery system.
- Responsible for in-house sales and marketing and account management.
- Ensures productivity, service quality and operations efficiency.
- Designed individualized service plans that took into account clients' goals and preferences.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
- Improved staff performance by coaching and mentoring
Sales and Service Assistant
Unionbank of the Philippines
Pasig
01.2005 - 09.2006
- Responsible for operations efficiency and service quality.
- Bank tellering functions.
- Provided attentive service and proactively assessed clients needs.
- Engaged in suggestive selling and other sales techniques.
- Delivered exceptional client experiences through attentive service and quick response to needs / issues.
Administration Officer
CINDY ROSE TRAVEL & TOURS
Makati
09.2003 - 12.2004
- Interpreted management directives to define and document administrative staff processes.
- Provided administrative support, including processing the applicant's service contracts.
- Entered and maintained departmental records into company database.
- Supported timely and accurate administrative task completion.
Customer Service Agent
Q-Interaction Philippines
Makati
05.2003 - 08.2004
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Educated customers on company systems, form completion, and access to services.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Communicated professionally with colleagues, freelancers and clients.
- Assisted call-in customers with questions and orders.
- Executed multiple projects efficiently
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Adapted to new applications and maintained knowledge of current technologies.
- Facilitated communications through management of inbound and outbound customer calls.
- Responded proactively and positively to rapid change.
- Educated customers on promotions to enhance sales.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
MBA - General Studies
Philippine School Of Business Administration
Quezon City 06.2005 - 10.2007
Bachelor of Science - Marketing
Colegio De San Juan De Letran
Manila 10.1998 - 10.2002
Bachelor of Science - Accounting
Colegio De San Juan De Letran
Manila 06.1997 - 10.1998
Skills
Analytical and problem solving
Business continuous improvement
Training and Communication
Coaching and mentoring
Multi-tasker
Business Operations Management
Performance Management
Stakeholder Management/Reporting
Incident and Problem Management
Service Level Management
Customer focused service
Project Management
Communication and collaboration
Certification
ITIL Foundation Certified in IT Service Management v3 - GR750519444MT
Timeline
Problem Manager - Sr. Manager
Unionbank Of The Philippines
10.2021 - Current
ITSM - Service Level Manager
Unionbank of the Philippines
09.2019 - 10.2021
System Support Officer / Application Support
Unionbank of the Philippines
08.2015 - 09.2019
Branch Manager
Unionbank of the Philippines
10.2010 - 08.2015
Sales and Service Officer
UNIONBANK of the PHILIPPINES
09.2006 - 09.2010
MBA - General Studies
Philippine School Of Business Administration
06.2005 - 10.2007
Sales and Service Assistant
Unionbank of the Philippines
01.2005 - 09.2006
Administration Officer
CINDY ROSE TRAVEL & TOURS
09.2003 - 12.2004
Customer Service Agent
Q-Interaction Philippines
05.2003 - 08.2004
Bachelor of Science - Marketing
Colegio De San Juan De Letran
10.1998 - 10.2002
Bachelor of Science - Accounting
Colegio De San Juan De Letran
06.1997 - 10.1998