Enterprise Resource Planning (ERP) - Manufacturing Industry
RHEA MENDOZA
Director, Global Support Ops
Olongapo City,Zambales
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships.
Overview
23
23
years of professional experience
7
7
years of post-secondary education
Work History
Director
Infor US (Inc.) ROHQ (Philippines)
Taguig City, Manila
01.2023 - Current
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Achieved team goals through formalized training plans, coaching, and performance management.
Senior Support Manager
Infor US (Inc.) ROHQ (Philippines)
Taguig City,Manila
11.2018 - 12.2022
- Identified issues, analyzed information and provided solutions to problems.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
Support Manager
Infor US (Inc.) ROHQ (Philippines)
Taguig City, Manila
12.2013 - 11.2018
- Monitored employee and customer interactions to assess quality of service.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coached employees through day-to-day work and complex problems.
- Prepared employee schedules for maximum coverage during key hours.
Team Leader - Service Delivery
LAWSON PSSC INC.(an Infor Company)
Taguig City, Manila
03.2012 - 12.2013
- Gathered, organized and input information into digital database.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated customer needs and feedback to drive product and service improvements.
Senior Technical Support Engineer
LAWSON PSSC INC.(an Infor Company)
Taguig City, Manila
03.2008 - 03.2012
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Delivered Tier-3 support and SME input to internal and external customers.
- Communicated with stakeholders to share critical technical information and deliver project updates.
IT ERP Support Engineer
WISTRON INFOCOMM (PHILIPPINES) CORPORATION Formerly Acer Philippines Incorporated
Subic Bay Freeport Zone, Olongapo City
09.2000 - 03.2008
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Identified issues, analyzed information and provided solutions to problems.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Skilled at working independently and collaboratively in a team environment.
- Gained strong leadership skills by managing projects from start to finish.
- Resolved problems, improved operations and provided exceptional service.
- Worked flexible hours across night, weekend and holiday shifts.
Education
Bachelor of Science - Computer Science
Central Colleges of The Philippines
Aurora Blvd. Quezon City, Philippines 06.1996 - 10.1999
High School Diploma -
Columban Collage
Olongapo City, Philippines 06.1992 - 03.1996
Skills
Operations management
Staff Development
Business administration
Project Management
Strategic planning
Issues resolution
Accomplishments
- Supervised team of 32 staff members, 2 Managers, 1 Team Lead.
- Collaborated with team of 3 in the development and enhanced training onboarding modules of the team.
- Resolve product issue through replication and investigation of the root cause.
- Recognized and awarded globally as Most Valuable Performer (MVP) last 2019 for Customer Service excellence.
Software
SQL Server Database Administration
Data Warehouse/ETL
Interests
Cooking and/or baking
Timeline
Director
Infor US (Inc.) ROHQ (Philippines)
01.2023 - Current
Senior Support Manager
Infor US (Inc.) ROHQ (Philippines)
11.2018 - 12.2022
Support Manager
Infor US (Inc.) ROHQ (Philippines)
12.2013 - 11.2018
Team Leader - Service Delivery
LAWSON PSSC INC.(an Infor Company)
03.2012 - 12.2013
Senior Technical Support Engineer
LAWSON PSSC INC.(an Infor Company)
03.2008 - 03.2012
IT ERP Support Engineer
WISTRON INFOCOMM (PHILIPPINES) CORPORATION Formerly Acer Philippines Incorporated
09.2000 - 03.2008
Bachelor of Science - Computer Science
Central Colleges of The Philippines
06.1996 - 10.1999
High School Diploma -
Columban Collage
06.1992 - 03.1996