SERINA JOY U. BALBAS
Quezon City
Summary
Experienced Project Manager with other 8+ years of experience leading cross functional teams in the BPO industry. Seeking to obtain a Project Manager position that will allow me to grow as a professional individual and apply my strong organizational, communication skills and passion for creating work plans to drive successful project execution and contribute to the company's growth.
Overview
10
10
years of professional experience
Work History
SENIOR PROJECT MANAGER
TaskUs Philippines Inc.
03.2021 - Current
- Successfully managed and launched over 36 projects of varying scales, Geos, complexities and requirements:
- 33 Client Implementations launched (Fintech, Customer Services, Inbound/Outbound Sales, Healthcare, Data Collection and Annotation).
- 3 Internal Projects launched and 1 still ongoing (2022 PH Vaccination Drive, PH HMO Transition, Firewall and Server Consolidation)
- Partners with project team members to identify and quickly address any identified risks/issues that would affect our timelines and progress
- Effectively communicates project plans and progress to internal key stakeholders and clients.
- Currently managing the Firewall and Server Consolidation project for all PH sites
PROJECT IMPLEMENTATION MANAGER / QUALITY ASSURANCE ASSOCIATE III
Conduent Business Services Philippines Inc.
08.2015 - 03.2021
- Effective managed numerous Financial Institutions converting simultaneously across multiple faces by owning inputs and managing deliverables.
- Primary contact for internal groups and Fiserv Clients in the conversation of new financial institutions.
- Communicated progress to internal stakeholders to ensure project completion is in accordance with client requirements.
- Managed the setup and deployment of new financial institutions and change orders using web-based applications.
- Lead POC for Quality Assurance Team.
- Monitored incoming and outgoing calls to ensure call center representatives adhere to policies and provide quality calls to US credit card consumers.
- Monitored and evaluated calls of customer care agents to analyze and identify strengths and weaknesses.
- Provide weekly feedback and coaching opportunities to Production Supervisors/ Managers.
- Conduct weekly call calibrations with the US Operations Team discussing agent's quality, evaluation, trends etc.
CLIENT ADMINISTRATOR
Conduent Business Services Philippines Inc.
08.2015 - 03.2021
- Effective managed numerous Financial Institutions converting simultaneously across multiple faces by owning inputs and managing deliverables.
- Established and managed project setups for the deployment of new credit card applications.
- Utilized Oracle Forms 10g for Project Implementation duties.
- Ensured projects are completed and deployed to production on time, based on client due date. Following the 4- or 5- day project setup process depending on the line of business.
- Handled Change Control Requests by clients; said requests can be changes to ongoing or completed project setups.
- Communicated and monitored progress and details of project setups to internal project teams and clients.
- Worked closely with the Software Development Team for changes, updates, questions to project setup and on script changes.
- Performed software quality testing on script to ensure program logic works using replace variables, and to confirm that script conforms to client specific documents.
Education
Bachelor of Science - Hotel and Restaurant Management
St. Paul University
QUEZON CITY03.2004
Skills
- Project Management Methodologies (Agile, Waterfall)
- Project Planning and Scheduling
- Software Proficiency (Smartsheet, MS Project, MS Office Suite, Google Suite)
- Document and Collaboration tools (SharePoint)
- Ability to manage remote or global teams effectively
- Communication
- Time Management and Prioritization
- Stakeholder Management
- Adaptable in adjusting plans and strategies in response to changing project conditions or requirements
- Managing client relationships and ensuring positive project experience
Awards Recognition Certification
- TaskUs Certified Fraud Fighter (Fraud Fighter Certification Program 2024)
- TaskUs Core Value Nominee (12/01/21, 10/01/22, 09/01/24)
- Conduent Trailblazers Top Talent Program 2014
Timeline
SENIOR PROJECT MANAGER
TaskUs Philippines Inc.
03.2021 - Current
PROJECT IMPLEMENTATION MANAGER / QUALITY ASSURANCE ASSOCIATE III
Conduent Business Services Philippines Inc.
08.2015 - 03.2021
CLIENT ADMINISTRATOR
Conduent Business Services Philippines Inc.
08.2015 - 03.2021
Bachelor of Science - Hotel and Restaurant Management
St. Paul University
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