MICHELLE ARCEÑO
Pasig City
Summary
Twenty-three years of experience gained across various verticals in business process and knowledge process outsourcing. Expertise in Team Management, Customer service and Presales support. Notable experience in handling start-up teams; team manager for almost 8 years. Worked as an individual contributor providing presales opportunity registration and pricing support for North America customers. Currently working as a Complex Bid Manager for ASEAN Market providing Quote-to-cash support.
Overview
23
23
years of professional experience
Work History
RFS MANAGER
Kyndryl Philippines, Inc.
10.2021 - Current
- Accomplished multiple tasks within established timeframes.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed cross-functional teams effectively, ensuring timely completion of tasks required for the development of high-quality bids.
- Enhanced collaboration among teams for improved bid quality through regular communication and status updates.
- Ensured compliance to all legal requirements throughout the entire bid process, mitigating potential risks associated with contractual obligations.
- Reduced response time to RFPs with efficient planning, prioritization, and delegation of responsibilities among team members.
- Streamlined the proposal development process with thorough document management, leading to increased efficiency and quicker turnaround times.
Complex Bid Manager
IBM BUSINESS SERVICES, INC.
07.2016 - 09.2021
- Involved in solution design process.
- Collaborates with Opportunity Owner to support the proposal plan and proposal management for the opportunity.
- Coordinates with different reviewers and approvers to ensure that the proposal satisfy the customer’s business and technical requirements and meet IBM objectives.
- Ensures compliance with regards to Solution and Pricing reviews and approvals.
- Facilitates Solution Review and Pricing Review calls with bid team and Executives.
- Ensures that meeting is documented through Minutes of the Meeting and drives the bid team to complete the required action items.
- Involved in contract preparation until the contract registration phase of the opportunity.
- Ensures that all approvals are in place before releasing the contract for client signature.
- Ensures that contract is registered on time in the system and accounted in monthly signings.
Regional Profit Manager
THINKSERVER PRODUCTS PHILS. , INC. (LENOVO)
03.2015 - 10.2015
- Provides bid pricing to Business Partners.
- Reviews pricing requests, coordinates with Business Partners and/or Sales Team to determine the best pricing.
- Makes sure that the company is profitable on every sale.
- Defines delegation based on bid P&L (financials) and obtains required approvals.
BPO Reviewer
THINKSERVER PRODUCTS PHILS. , INC. (LENOVO)
10.2014 - 02.2015
- Approves specific and unique opportunities being registered by Business Partners.
- Communicates with Business Partners through email/call to determine the scope of opportunity they are trying to register.
- Coordinates with the Sales team for additional/updated information on already existing opportunities that will help determine if the incoming opportunity is unique and separate from the existing ones.
- Responsible in doing Activity Validation reviews to determine if Brand revenue has been reported to the company to progress the opportunity to closure.
- Provides weekly reports and analysis of validated opportunities.
BPO Reviewer
IBM GLOBAL BUSINESS SERVICES
01.2013 - 09.2014
- Approves of specific and unique opportunities being registered by Business Partners.
Shared Services First Line Manager
IBM GLOBAL BUSINESS SERVICES
02.2009 - 12.2012
- Responsible in managing a team of bid support specialists who provides presales support to opportunity owners.
- Headed a pilot team of document managers supporting Canada IBM sellers.
- Ensured quality and timely work of each team member, which resulted to additional headcount.
- Responsible for workload balancing and scheduling of support especially during urgent deadlines.
- Served as Canada focal, providing weekly reports and feedback on on-going and closed opportunities to the client.
- Point of contact of Bid Managers looking for additional support on their proposal.
- Participated in an Innovation project which improves specialist productivity by reducing research time.
- Tasked to present on team’s behalf with participants from different centers/countries.
CRM Delivery Team Leader
IBM GLOBAL BUSINESS SERVICES
10.2006 - 01.2009
- Managed a team of professionals (handling email, chat & calls) ensuring that metrics are met and exceeded as per client SLA.
- Acted as the first level of escalations.
- Conducts monthly one on one coaching sessions to discuss metrics and improve performance.
- Conducts weekly calibration sessions with the client, together with the Quality Lead, to assure that Operations and Quality Team are scoring in a consistent manner.
- During a stint with a consumer account, was tasked to prepare and present sales training sessions to improve the team’s sales quota and boost team morale.
CRM Delivery Team Leader
ICT MARKETING SERVICES, INC.
02.2005 - 10.2006
- Responsible in supervising and motivating agents, dialer management, discussing and implementing team and agent metrics, as well as conceptualization and planning of performance enhancement procedures.
Lead Quality Assurance
ICT MARKETING SERVICES, INC.
10.2004 - 02.2005
- Tasked with remote monitoring of calls to assure quality adherence, conducting meetings to discuss client specifics, and holding client feedback sessions.
- Provides weekly summary report of outliers with corresponding action plans.
Outbound Agent
ICT MARKETING SERVICES, INC.
02.2004 - 10.2004
- Conducted interviews with business owners to update the listings of SMB in the US.
Customer Service Representative
TELETECH CUSTOMER CARE MANAGEMENT PHILIPPINES, INC.
10.2003 - 01.2004
- Provided customer support on online order inquiries.
Indexer
SPI TECHNOLOGIES INC., PHILIPPINES
09.2002 - 10.2003
- Responsible in populating the database with key information gathered from analyzing legal documents.
Education
BS - Computer Science
AMA COMPUTER COLLEGE
01.2002
High School -
PHILIPPINE CHRISTIAN UNIVERSITY
01.1998
Skills
- Agile values and principles
- Team leadership
- Project management
- Strategic planning
- Client relationship management
- Cross-functional teamwork
- Documentation and reporting
- Complex Problem-solving
- Project planning
- Proposal writing
- Pricing strategy
- Teamwork and collaboration
- Organizational skills
Timeline
RFS MANAGER
Kyndryl Philippines, Inc.
10.2021 - Current
Complex Bid Manager
IBM BUSINESS SERVICES, INC.
07.2016 - 09.2021
Regional Profit Manager
THINKSERVER PRODUCTS PHILS. , INC. (LENOVO)
03.2015 - 10.2015
BPO Reviewer
THINKSERVER PRODUCTS PHILS. , INC. (LENOVO)
10.2014 - 02.2015
BPO Reviewer
IBM GLOBAL BUSINESS SERVICES
01.2013 - 09.2014
Shared Services First Line Manager
IBM GLOBAL BUSINESS SERVICES
02.2009 - 12.2012
CRM Delivery Team Leader
IBM GLOBAL BUSINESS SERVICES
10.2006 - 01.2009
CRM Delivery Team Leader
ICT MARKETING SERVICES, INC.
02.2005 - 10.2006
Lead Quality Assurance
ICT MARKETING SERVICES, INC.
10.2004 - 02.2005
Outbound Agent
ICT MARKETING SERVICES, INC.
02.2004 - 10.2004
Customer Service Representative
TELETECH CUSTOMER CARE MANAGEMENT PHILIPPINES, INC.
10.2003 - 01.2004
Indexer
SPI TECHNOLOGIES INC., PHILIPPINES
09.2002 - 10.2003
High School -
PHILIPPINE CHRISTIAN UNIVERSITY
BS - Computer Science
AMA COMPUTER COLLEGE
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