Dynamic Engagement Manager at Globe Telecom Inc. with a proven track record in strategic planning and team leadership. Expert in optimizing best practices and enhancing customer experience, recognized for mentoring staff and achieving operational excellence. Adept at budgeting and fostering collaboration, driving impactful training initiatives that elevate team performance.
Hi, I’m
Richell Sumalpong
BACKROOM OFFICE MANAGER
Liloan
Summary
Overview
28
years of professional experience
7
Certifications
Work History
Globe Telecom Inc.
Engagement Manager and Trainor
05.2022 - 08.2024
Job overview
- Cultivated a culture of collaboration within the team, enabling seamless execution of project deliverables at each stage of the engagement process.
- Led in organizing Department townhalls , Business Reviews, teambuilding activities and other monthly engagement activities.
- Conducted softskill trainings for our contractor personnel.
- Consulted and collaborated with marketing personnel to create training materials on a new telco product and promos that will be used in the training of contractor personnel.
- Consulted with teams on established best practices and process improvements.
- Created the yearly budget for our team.
- Also acted as purchasing officer for items needed in engagement activities for our contractor technicians such as giveaways and uniforms
Globe Telecom Inc.
Manager, Install and Repair Backend Support Team
10.1996 - 05.2022
Job overview
- Led a team managing backend support for installation and repair of broadband and telecom services.
- Oversaw process improvements to reduce repeat complaints and ensure high service quality.
- Directed multiple projects and cross-functional initiatives to enhance customer experience and operational efficiency.
- Mentored and developed staff, implementing leadership and performance coaching programs.
- Achieved recognition as Outstanding IOC Employee for 2009.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Cross-trained existing employees to maximize team agility and performance.
Prudential Bank
New Accounts Clerk
05.1996 - 10.1996
Job overview
- Handled customer onboarding and account opening process.
- Provided support in daily banking operations and client servicing.
- Accompanied Bank Branch Manager in her marketing rounds in the companies inside the Export Processing Zone.
- Maintained detailed records of all transactions as required by bank policy, ensuring proper tracking and reporting capabilities were maintained over time.
- Utilized strong organizational skills to manage multiple account applications simultaneously, minimizing delays and ensuring timely completions.
- Efficiently managed workloads while maintaining a keen focus on accuracy and quality of service delivery.
Education
University of San CarlosCebu City, Province Of Cebu, Philippines
Bachelor of Science from Computer Science
04.2001
University Overview
- Dean's List, consistent from 1st year to 4th year
- Graduated with honors (Cum Laude)
- Full College Scholarship from the Mandaue City Local Government Scholarship Grant
Skills
Strategic thinking
Risk management assessments
Project planning
Best practices optimization
Event coordination
Fundraising objectives
Teamwork and collaboration
Microsoft office
Team leadership
Excellent communication
Self motivation
Time management abilities
Client relationship management
Verbal and written communication
Organizational skills
Active listening
Attention to detail
Problem-solving aptitude
Adaptability
Strategic planning
Public relations
Relationship building
Marketing campaigns
Professionalism
Interpersonal skills
Task prioritization
Budgeting and allocation
Reliability
Accomplishments
Accomplishments
Spearheaded the establishment of Project Postcare for newly repaired internet lines. All newly repaired lines will pass thru a system check to see if within the next day after repair, the line is still experiencing problems. Without waiting for another complaint from the client, remedies are made in the system first but if problem persist a repair ticket is made and a repair team is dispatched to revisit the client.
Additional Information
Additional Information
Knows how to use Canva mostly for presentations and audio and video editing as well as graphic designs
Certification
Advanced Excel
Timeline
Engagement Manager and Trainor
Globe Telecom Inc.
05.2022 - 08.2024
Seven Habits of Highly Effective People
06-2021
Advanced Excel
04-2013
Leadership Development Program
11-2012
Culture Change Workshop for Leaders
07-2012
Leading Change
05-2012
Basic Management Program
11-2004
Fundamentals of Project Management
04-2002
University of San Carlos
Bachelor of Science from Computer Science
04.2001
Manager, Install and Repair Backend Support Team
Globe Telecom Inc.
10.1996 - 05.2022
New Accounts Clerk
Prudential Bank
05.1996 - 10.1996
Google Workspace: Sheets, Slides, Docs, Calendar, Gmail
Google Workspace: Sheets, Slides, Docs, Calendar, Gmail
Have been using Google Workspace in all my work to effectively deliver my job.
- Google Sheets - used this in my data reporting and budget making
- Google Slides - used this for my training slides for the training of contractor technicians
- Calendar - very useful for scheduling trainings and other operational activites
- Gmail - used for business correspondence