Raymond Yulo

• Ensure best-in-class performance through strong client relationship management which has led to around 30% HC growth in some key accounts that I manage on top of improvement in cNPS score and participation rate.
• Cultivate a data-driven Process Excellence Mindset resulting to new dashboards that led towards better review of performance utilizing KPI results.
• Nurture high performing teams through effective people development. Under my leadership, I have been instrumental in the development and eventual promotion of 4 Directors as well as 6 Senior Managers within my vertical.
• Strong thought leadership leading towards positive change. I have introduced programs such as the Lean Six Sigma Green Belt Program, value of hypothesis testing towards identifying incremental improvements and ideation programs and ideation campaigns to name a few. This has allowed us to increase our KPI attainment rate to what is now consistently above 80%.
• Proven P&L management ensuring high profitability through reduction of unnecessary cost, avoidance of business penalties and maximizing profitability. Despite managing a wide portfolio of over 100 accounts, over 80% of my programs have exceeded GM Targets.

• Defined, implemented, and revised operational policies and guidelines creating role clarity which reduced team issues to 0 after 3 months.
• Focused on strong Internal and External Stakeholder Management which resulted to a growth roadmap well accepted by all stakeholders.
• Championed and cultivated excellent Values and Culture. Driving the importance of having a team-first mindset that led to not just better office relationships but also overall KPI attainment.

• Lead vendor operations for multiple workflows within Play Operations operating out of vendor facilities located in 6 different countries spread across the EMEA, APAC and NA regions
• Ensure optimal vendor operations in areas such us, but not limited to, performance management, metrics identification and glide path setting. BCP planning and execution, resource planning and optimization as well as business review and performance assessment.
• Provide oversight, contractual review and financial planning for present and to be implemented workflows. This helps ensure core deliverables are met with expenses effectively forecasted, tracked and accounted for.

• As the sole representative of the Pixel Product Team in Manila, I worked and partnered with various Google teams such as Training, Quality, Workforce, Vendor Management as well provide process oversight for Manila Vendor Operations
• As Global POC for the Pixel Device Safety Program, I was at the front of ensuring customer safety was always achieved while constantly collecting and reviewing pertinent data to identify trends and opportunities. This required me to work and interact with various teams within Google and our vendor partners while providing guidance to our device safety specialists
• Critical focus on process standardization and simplification of work outsourced to various vendor partners globally. Partnering with Vendor Operations, I led the effort to ensure that Pixel Customer Support will always provide the best possible experience for our customers with a proven level of consistency across various vendor partners and locations. This meant constantly engaging teams and individuals within Google, effective collaboration with our vendor partners and maintaining process flowcharts and documents that were always up-to-date.

• Develop and manage process excellence initiatives across contact channels for all products supported by one-to-one consumer care. I helped ensure all our vendors had optimal operations and collectively focused on continuous improvement
• Work with management and cross-functional partners to identify performance gaps, to prioritize opportunities, and to develop and execute process improvement plans for customer support.
• Drive data-based decisions and monitor key metrics in order to measure business impact of process improvements.
• Document process flows and business requirements for agent Customer Relationship Management (CRM) system

In-charge of unifying the Business Excellence Movement for all 11 Thomson Reuters Operations Centers strategically located around the globe aiming for positive advancement in the areas of:

• Effectively engage Site Leaders to understand business requirements that will lead towards the creation of a Global Business Excellence Program that adds value to the organization and acts as a catalyst to the continued evolution of Thomson Reuters as an organization.
• Identify collaborative projects between Ops Center leveraging on our global expertise, varied skills and competencies, tools and processes, as well as frameworks and methodologies. Maximize and take advantage of the possibilities offered by the diverse strengths brought by each Thomson Reuters location,
• Solidify the Business Excellence Movement.Engage the Process Excellence Teams at each Ops Center location and create a unified movement that is founded on common goals, peer learning, internal/external skills development, effective collaboration and sharing of best practices.
• Identify, execute and host internal/external events that bring us closer to our customers, closer to one another and closer to our community. This involves effective communication to document the milestones achieved through the support of the Business Excellence Program.
• Instill the Innovative Culture and Mindset. Establish the need to Innovate and grow within the culture of all TR Ops Centers. Help all employees to contribute ideas, establish a sustainable program that collects and review these ideas and help identify key projects that improve our operations, connect to our customers and evolve our product offerings and services provided

As Program Manager of Process Excellence and Innovation for the Manila Operational Center, my duties include but are not limited to:

• Embed a Continuous Improvement Culture within the Manila Operational Center. Faced with an initial challenge of unifying Business Units under a complex Matrix Organization with multiple goals and objectives; the objective is to create a unified Continuous Improvement Culture wherein all BUs will adopt one Process Improvement Methodology.
• To safeguard our status as leading provider of intelligent information, I lead Innovation efforts within the Manila Operational Center and ensure consistency of Quality Programs and Initiatives.

• Implement Operational Excellence through introduction of Six Sigma as a Process Improvement Tool within Markets Customer Support. As resident Six Sigma BB for TRCS, part of the duties and responsibilities involve training Frontline Managers on Quality and Analytical Tools and Six Sigma. Identify BB and GB Level Projects aimed to increase Productivity, Efficiency, Profitability and Output
• Manage the Global Quality Program for Markets Customer Support. As Quality Program Manager, I am tasked to manage the Quality Program for all Markets Customer Support locations worldwide. The aim of the Quality Program is to identify ways to improve the Customer Satisfaction provided by the HelpDesk as measured through external surveys sent to customers
• Introduce, Maintain and Enhance Quality Reporting. Produce Reports that highlight performance drivers and showcase trends and key observations aimed at helping Operations improve its output
• Oversee and Manage a Global Quality Program supporting all Thomson Reuters Customer Support HelpDesk locations with the assistance of 3 Regional QMs as direct reports. CCS was introduced as part of the Quality Program in Q2 of 2012. One QM is dedicated to the Quality Development of CCS
• Manage a Global Workforce Team responsible for schedule adherence, staffing analysis, seating capacity review, leave and time off management and workload balancing; assisted by a Workforce Manager as direct report assisted by his Workforce Planners