SHERWIN B. JUMAO-AS
Davao City
Summary
CCNA Certified (Perfect score) Valid from November 4, 2007 - November 5, 2010 17 years of experience in the BPO Industry Participated in the Six Sigma Project
Overview
20
20
years of professional experience
Work History
SENIOR SERVICE DELIVERY MANAGER
Flatworld Solutions (Philippines), Inc.
04.2022 - Current
- Developed the Standardized Performance Appraisal Process
- Standardized the Core metrics for our voice (inbound and outbound) and non-voice programs
- Spearheaded the standardization of the Team Performance dashboard
- Streamlined the KPIs for all the programs
- Oversees the site’s performance, implements improvement plans, and works with the support functions to ensure effective implementation and deliver results
ACCOUNT MANAGER
Sutherland Global Services Inc
05.2019 - 04.2022
- Managed a team of 200 FTEs for UK customers
- Managed Process compliance and specifies opportunities for improvement for the program specific to client process adherence
- Managed productivity and schedule optimization, partnered with the Scheduling specialist, ensuring zero gaps in service coverage
- Partnered with the Training team in managing Nesting and ensured seamless and successful operations handover
- Oversees the Team Manager’s performance by coaching, creating, and maintaining development plans and conducting performance appraisals
ACCOUNT MANAGER
Sutherland Global Services SDN BHD
03.2015 - 09.2018
- Managed multiple accounts for nearly 4 years in Malaysia – Retail, Car company, Travel, and Journey management
- Responsible for the client relationship to increase business and client satisfaction
- Supervised the Team Manager’s performance by coaching, creating, and maintaining development plans, conducting performance appraisals, and recommending training
- Gave rewards and recognition to the team for exceeding the critical metrics’ target
ACCOUNT MANAGER
Sutherland Global Services Inc
09.2018 - 05.2018
- Launched and managed a sales team of 220 FTEs for North American Telco customers
- Managed the hiring process to make sure all Service Delivery validators are calibrated to hire only the best for the Program
- Supervised the Team Manager’s performance by coaching, creating, and maintaining development plans, conducting performance appraisals, and recommending training
- Managed productivity and schedule optimization, partnering with the Scheduling specialist, ensuring zero gaps in service coverage
ACCOUNT MANAGER
Sutherland Global Services
02.2012 - 02.2015
- Pioneered T3 Tech support for the Davao Facility supporting one of the US biggest Telco Companies
- Supported the team to achieve the # 1 ranking across 7 different facilities across the globe (all SGS) for almost 2 years
- Launched and grew the program from 0 to 150 within a span of 8 months
- Supervised the performance of the Team Managers by coaching, creating, and maintaining development plans, conducting performance appraisals, and recommending training
- Implemented objectives and gave rewards and recognition to the team
- Initiated a new Quality Monitoring form and was approved by the client to be used globally
OPERATIONS MANAGER
Synnex-Concentrix Corporation
10.2011 - 02.2012
- Managed the performance of the account
- Ensured that the client-required Service levels and Productivity targets were met by planning, organizing, and controlling its activities in accordance with the company’s policies and productivity standards
- Coordinated with the client to define customer’s requirements, and clarified the product support processes, structures, service level standards, and productivity targets
- Identified support requirements from HR, QA, and MIS/IT and requested such on a specified timetable to ensure efficient and effective implementation of the program
TECHNICAL SUPPORT ENGINEER
Synnex-Concentrix Corporation
01.2010 - 10.2011
- Spearheaded the launching of the program
- Provided phone and forum support for the Telepresence system
- Dealt/troubleshot all types of home and small business networking devices including but not limited to routers, switches, wireless adapters, home plugs, etc
PERFORMANCE MANAGER/ESCALATIONS LEAD ACP (U-Verse)
Sutherland Global Services
08.2009 - 01.2010
- Led a team of subject matter experts
- Headed a special escalations group that handles cases that fall in-between process cracks
- POC for internal and external escalations
- Conducted performance management for our sites in Davao and PCC
- Responsible for product-related update dissemination and escalation of issues to the client
TECHNICAL TRAINER (U-Verse)
Sutherland Global Services
08.2008 - 08.2009
- Company Overview: Sutherland Global Services is a leading Business Process Outsourcing (BPO) company with more than two decades of experience in the customer management space
- Handled Product training for Tier 1 agents
- Developed refresher course modules for both Davao and Manila TAC sites
- POC in training the new and tenured trainers
- Handled Advanced Tech training for the SMEs
- Sutherland Global Services is a leading Business Process Outsourcing (BPO) company with more than two decades of experience in the customer management space
SENIOR TECHNICAL TRAINER (CISCO)
Synnex-Concentrix Corporation
10.2007 - 08.2008
- Handled Advanced Product Training for the following topics:
- VOIP, Printserver, VLAN, trunking, STP, VPN, LAN/WLAN
- Handled CCNA class for the CCNA club
TECHNICAL TRAINER (CISCO)
Synnex-Concentrix Corporation
04.2006 - 10.2007
- Facilitated training for Level 1 Technical Support representatives for North America
Product Support Specialist (CISCO)
Synnex-Concentrix Corporation
01.2006 - 04.2006
- Handled Tier 2 Phone Technical Support for NA, APAC, and EMEA queue: Advanced networking configuration – VPN, VOIP, and network especially devices like entertainment systems, printers, and netcams
Product Support Representative (CISCO)
Synnex-Concentrix Corporation
05.2005 - 01.2006
- Handled Level 1 technical support (internet and network configuration setup) for North American customers
- Represented the company in the search for the “Employee of the Year” for the non-supervisory division within Misamis Oriental Region in 2006
- Received the Annual Perfect Attendance award for 2 consecutive years
Education
Bachelor of Science - Computer Engineering
AMA Computer College
Skills
- Problem-solving
- Customer service
- Critical thinking
- Problem resolution
- Teamwork and collaboration
Summary Of Qualifications
CCNA, Perfect, 11/04/07, 11/05/10, 17, BPO, Participated in the Six Sigma Project
Timeline
SENIOR SERVICE DELIVERY MANAGER
Flatworld Solutions (Philippines), Inc.
04.2022 - Current
ACCOUNT MANAGER
Sutherland Global Services Inc
05.2019 - 04.2022
ACCOUNT MANAGER
Sutherland Global Services Inc
09.2018 - 05.2018
ACCOUNT MANAGER
Sutherland Global Services SDN BHD
03.2015 - 09.2018
ACCOUNT MANAGER
Sutherland Global Services
02.2012 - 02.2015
OPERATIONS MANAGER
Synnex-Concentrix Corporation
10.2011 - 02.2012
TECHNICAL SUPPORT ENGINEER
Synnex-Concentrix Corporation
01.2010 - 10.2011
PERFORMANCE MANAGER/ESCALATIONS LEAD ACP (U-Verse)
Sutherland Global Services
08.2009 - 01.2010
TECHNICAL TRAINER (U-Verse)
Sutherland Global Services
08.2008 - 08.2009
SENIOR TECHNICAL TRAINER (CISCO)
Synnex-Concentrix Corporation
10.2007 - 08.2008
TECHNICAL TRAINER (CISCO)
Synnex-Concentrix Corporation
04.2006 - 10.2007
Product Support Specialist (CISCO)
Synnex-Concentrix Corporation
01.2006 - 04.2006
Product Support Representative (CISCO)
Synnex-Concentrix Corporation
05.2005 - 01.2006
Bachelor of Science - Computer Engineering
AMA Computer College