Jira
Rafaela Ongkit
Project Manager | Scrum Master
Caloocan City, Metro Manila,00
Summary
Dedicated Project Manager with a track record of ensuring organized business operations, project planning, and efficient resource management. Capable of coordinating procurement processes for equipment and supplies, assuring optimal project execution. Capable of keeping project timeline on track while effectively managing production teams to address obstacles and offer unique solutions. To reach objectives, I am committed to harnessing team capabilities for effective task allocation and ensuring clear communication among project stakeholders. Seeking to leverage project management knowledge to promote success in a dynamic workplace.
Overview
6
6
years of professional experience
Work History
Project Manager, PMO
Serino Systems, Inc.
10.2022 - Current
- Managed cross-functional teams to ensure efficient allocation of resources and successful project completion.
- Resolved staff conflicts and identified potential areas of improvement.
- Developed detailed project plans, outlining clear objectives, timelines, and deliverables for IT projects.
- Utilized agile methodologies to improve adaptability and responsiveness in a rapidly changing environment.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
- Delivered reliable solutions by overseeing software design, development, testing, implementation, and support phases of IT projects.
Scrum Master
Serino Systems, Inc.
10.2022 - Current
- Resolved conflicts and facilitated open communication among team members, promoting a healthy work environment.
- Managed product backlog effectively, prioritizing high-value items for faster completion.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
- Managed product backlog and supported Scrum framework for monthly sprint releases.
- Generated reports for IT project progress and performance.
- Assessed and reported progress to stakeholders regularly, maintaining transparency throughout the project lifecycle.
- Conducted daily stand-up meetings, sprint planning sessions, and sprint reviews, ensuring effective communication among team members.
- Implemented continuous improvement initiatives through regular retrospective meetings with the team.
Customer Service Professional
Manulife Business Processing Services
09.2020 - 10.2022
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service Representative
Sykes Asia
06.2018 - 08.2020
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded proactively and positively to rapid change.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Bachelor of Science - Information Technology
04.2001 -
Skills
Software
Salesforce
Microsoft Office Suite
Google Workspace
Timeline
Project Manager, PMO - Serino Systems, Inc.
10.2022 - Current
Scrum Master - Serino Systems, Inc.
10.2022 - Current
Customer Service Professional - Manulife Business Processing Services
09.2020 - 10.2022
Customer Service Representative - Sykes Asia
06.2018 - 08.2020
Quezon City University - Bachelor of Science, Information Technology
04.2001 -
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