Roberto Antonio Abot

Account Management for Technology Cluster Lead

- Technology Account Management Lead for ASEAN, Australia / New Zealand and Internal departments cluster

- Manages a Global Team of Technology Account Managers from China, Malaysia and Philippines (Manila, Cebu & Ilocos)

- Coach, mentor, motivates and supervise project team members, and influence them to take positive action and accountability for their assigned and extra mile work.

- Strategizes with Internal Leadership Team to come up with initiatives that aims to increase the efficiency of our internal teams

- Strategized with Support Teams to improve processes that leads to increased efficiency in delivering infrastructure services to clients specific but not limited to the following services:

o Infrastructure services deployment and maintenance, in the Local and Global offices

o Reviews system integrity and performance by ensuring stable network/internet, communications and delivery of infrastructure services

o Reviews policies, compliance and procedures for efficient information control and protection from cyber threats

o Recommend applicable training, applications, software to improve staff productivity and efficiency.

o Facilitate information/awareness sessions for colleagues pertaining to security threats.

- Sponsored Transition / Transformation Governance for new and existing clients.

- Submits periodic reports to Managing Directors and Clients including status of infrastructure services and accomplishments

- Create a strategic approach and implement cost reduction measures for the office expenses like energy consumption and consumable items.

- Collaboration with global counterparts (e.g. IT, Operations, Security)

Program and Project Manager

- Works with Accenture contractors and preferred vendors to determine the best equipment to satisfy the requirement

- Supervises the build and configuration of technology devices

- Recommend solutions, address challenges experienced by staff members on Operations, identify the patterns of challenges, and set up a system that resolve the root causes.

- Prepares / Reviews annual plan and budget for operations

Executive Sponsorships:

- Executive Sponsor for Engagement, Branding, Rewards / Recognition and Sustainability (Team Specific)

- Executive Sponsor for Mental Health and Wellness – Accenture Philippines-wide

- Executive sponsor for “Future of Work” Initiative – Accenture Philippines-wide

Citations:

- 2022 People Advocate of the Year

- A-List (Prestigious Quarterly awards) Emerging Leader for 5 years

- A-List 2020 Leader of the Year

- Elite Security Advocate 2 years running

- 2018 Engagement Lead of the Year for Manila

Contact Center Manager

- Manages and maintains Network Services for the Philippine office

- Manages day to day call center operations

- Hired and trained a team of 10 Technical Support staff both in the US and the Philippines

- Achieved excellent industry standard service in just 3 months

- Handles escalation and works with the Development Team on service improvement

- Implements process improvements and creates new processes to further improve the Support Operations

- Strategizes process improvement to increase efficiency and utilization of support resources

- Provides periodic reports and updates to the Technical Support Director on Key Performance indicators

- Develop and maintain an inventory of all assets, supplies and equipment of the organization including but not limited to the issued assets to all incoming, current and outgoing staff.

- Facilitate and monitor repairs and/or replacements of technology assets as deemed necessary.

- Works with office Landlord to review SLAs and Service Levels

Senior IT Manager

- Managed Global IT Staff (California, Denver. St. Petersburg, China, Philippines)

- Handled IT related concerns from Global locations

- Led projects for IT process improvements

- Ensured reliability of equipment / services used by operation on a day to day basis

- Implemented new software and services that eased day to day activities of the global staff

- Hired, trained and evaluated staff in all locations

Customer Success Manager

As a Customer Success Manager, I performed multiple roles such as:

BPO Operations Manager

§ Oversees day to day Support operations including scheduling, metrics / analytics

§ Leads weekly staff meeting with Supervisors to discuss project updates and overall needs of staff

§ Handles issues with employee problems and creates solutions to deal with these problems and prevent difficult situations in the future

§ Conducted annual site visits to the US Corporate office for training and annual meeting updates and achievements

Inbound Escalations Manager

§ Acts as first point of contact for urgent escalations

§ Assisted other departments (Account Management, Sales, Professional Services) with their clients who are in need of urgent Support

§ Speaks with Enterprise customers who have long overdue support tickets to better understand and assess how an issue affects them and decides on the best contact for them for a resolution.

§ Manages all escalations received in Tier 1 and 2 and ensures a timely response

Process Manager

§ Reviews current processes and defines new processes to ensure processes are adequate and functional

Project Manager

§ Direct and manage project development from beginning to end.

§ Delegate tasks and responsibilities to appropriate personnel.

§ Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.

§ Works and negotiates with other departments for the acquisition of required personnel within the company

§ Communicates project expectations and timelines to stakeholders and the Vice President of Customer Success

§ Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.

Network Management

§ Oversees the operation of computer networks including hardware/software support, training, and special projects

§ Installs network equipment as needed

§ Maintains LAN user documentation including hardware/software applications, support logs and other related information;

§ Reports network interruptions to ISP NOC and works with them to resolve problems and bring service back up

§ Installed local Telecommunication Equipment

§ Plans, recommends and assists in the design of telecommunications systems

§ Researches and recommends telecommunications equipment;

§ Coordinates the ordering and installation of telecommunications and data systems equipment and cabling;

§ Researches, analyzes, troubleshoots and resolves telecommunications related problems

Tier 3 Manager

§ Managed all escalations for the Support Department

§ Managed a group of 5 Tier 3 Escalation representatives

§ Improved the escalation process between all departments in the company

§ Took Supervisory level calls from Enterprise customer to provide solutions and save accounts

§ Managed Outages that affected clients

§ Conducted site visits for both local and US based clients

Technical Supervisor

§ Created and documented troubleshooting steps

§ Assisted all Tiers with customer technical problems

§ Assisted in Local Network Management

Tier 3 Technical Support

§ Provided high level support

§ Primary point of contact for escalations

§ Trained in the US corporate office

§ Discovers and reports defects and bugs to developers