Tristan Joseph Arjona
Implementation Consultant
Pasig
Summary
Consistent Top Implementation Consultant with 7 years helping clients enhance businesses through customized software implementation based on company needs. Provides streamlined, timely operational training and support to empower clients to optimize the use of implemented systems.
Overview
15
15
years of professional experience
15
15
years of post-secondary education
Work History
Implementation Consultant
Intouch: Laivly
10.2022 - 03.2025
- Support client Implementation projects with advisory, design, build, safeguarding, troubleshooting services
- Focus on content management solutions, be able to write technical design specifications based on functional design specification according to customer requirements
- Testing and debugging of applications based on test cases
- Manage critical customer situations
- Participate in onsite and remote service delivery for customers in Asia Pacific, Europe, U.S and Latin America
- Optimize SAP Solutions through continuous improvements over a product's lifecycle
- Deliver knowledge transfer sessions to SAP employees and customers
Care Operations Case Manager
Elemy - Modern Clinicsa
01.2022 - 07.2022
- Own and maintain relationships with families and their Sprout case teams, acting as their primary point of contact on all matters related to care.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Educate clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Monitored 20-30 ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Implementation Specialist
SAP Concur Philippines
09.2018 - 04.2020
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Conducted detailed requirements analysis for each project, creating customized solutions based on client needs.
- Managed 30 - 45 implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Served as a subject matter expert for both internal teams and clients during the implementation process, providing guidance and clarification when needed.
Senior Analyst - MAS Implementation
ADP Philippines, Inc.
01.2016 - 08.2018
- Responsible for the effective delivery execution of small to high complexity projects
- Identify the organizational readiness impacts from initial project conception
- Implement ADP's solutions for clients, following ADP guidelines, and in accordance with client expectations
- Responsible for all aspects of project, including analysis, configuration, validation and problem solving
- Exchange routine information with members of client project team, including priorities, timeliness, issues as they arise
- Create and update process improvement guidelines (project initiative)
- Responsible for planning and execution of Business Unit engagement activities (added role as part of Engagement Team)
- Provide a detailed, accurate, and timely turnover file of live accounts to service group
Customer Service Executive
Financial Times Electronic Publishing Philippines, Inc.
03.2014 - 08.2015
- Process subscription queries and orders made via subscription websites, social media, phone and email
- Engage in active telemarketing to renew subscriptions with an emphasis on maintaining the average renewal rate throughout the year
- (special project)
- Assist regional teams on customer requests, queries and feedback, attending to queries and resolving complaints within an efficient turnaround time, and driving a first call resolution
- Identify, resolve and escalate problems affecting a number of customers while influencing the timely resolution of one customer's enquiry
- Submit daily and weekly reports to CS Managers to show number of welcome calls made, queries received and responses to renewal efforts, as well as the KPI reports in the Service Cloud system
- (special project)
- Provide assistance on long and short term projects from marketing and finance teams providing regular updates on progress made
- (special project)
Senior Quality Assurance Specialist (FMEA), Risk and Mitigation Management
Sutherland Global Services, Inc.
05.2013 - 03.2014
- Audit calls for multiple accounts for Hygiene and Quality purposes
- Send callouts and recommend sanctions on FMEA violations based Employee Handbook
- Identify potential failure modes, determine their effect and identify actions to mitigate the failures
- Conduct Quality Assurance discussions to new hires
- Ensure adherence to client standards and recommend/develop action plans/process improvement, if necessary to contain and correct quality problems
- Provide weekly and monthly reports on defect trends for accounts handled
- Assess and discuss problems relating to yield quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns
- Serve as a consultant for complex cases that requires product knowledge and expertise in previous accounts handled
- Schedule, coordinate and facilitate weekly calibration with Internal Quality and Team Managers
- Create presentations for FMEA Process for programs handled
- Attend meetings for process improvement for programs handled
- Investigate cases that has a negative customer or business impact
Senior Quality Assurance Specialist (AVG)
Sutherland Global Services, Inc.
10.2012 - 05.2013
- Responsible for auditing quality and providing feedback to Team Managers and Trainers
- Achieve daily, weekly, monthly quality monitoring goals for chat & calls in accordance with account specified goals
- Provide performance feedback to all monitored calls to increase service quality - real time discussion
- Serve as point of contact for all quality issues and questions
- Prepare QA/CSAT reports and interact with operations and support groups regarding quality improvements
- Ensure adherence to client standards and recommend/develop action plans/process improvement, if necessary to contain and correct quality problems
- Organize and facilitate account programs, events and awarding (special project)
- Schedule, coordinate and facilitate call calibration sessions together with the Team Managers and/or Client
- Organize Quality advisories and guidelines to update personnel on changes regarding information, policies, guidelines, etc through Specs/Info awareness campaign
- Analyze customer satisfaction surveys and organize individual and group meetings for action planning
- Conduct Quality Assurance discussions to new hires
Technical Sales Consultant
Sutherland Global Services, Inc.
03.2011 - 10.2012
Technical Support Representative
Convergys
11.2009 - 05.2010
Education
Bachelor of Science - Nursing
BICOL UNIVERSITY
Daraga, Albay 06.2005 - 05.2009
Secondary Education - undefined
AQUINAS UNIVERSITY - SCIENCE HIGH SCHOOL
06.2001 - 04.2005
Primary Education - undefined
SUNSHINE INTERNATIONAL SCHOOL
Daraga, Albay 06.1994 - 03.2001
Skills
Customized Software Implementation
User Training & Support
Quality & Process Documentation
Business analysis
Resource planning
Requirements gathering
Implementation management
Online training services
User documentation development
Client management & training
Phone, chat and email etiquette
Timeline
Implementation Consultant
Intouch: Laivly
10.2022 - 03.2025
Care Operations Case Manager
Elemy - Modern Clinicsa
01.2022 - 07.2022
Implementation Specialist
SAP Concur Philippines
09.2018 - 04.2020
Senior Analyst - MAS Implementation
ADP Philippines, Inc.
01.2016 - 08.2018
Customer Service Executive
Financial Times Electronic Publishing Philippines, Inc.
03.2014 - 08.2015
Senior Quality Assurance Specialist (FMEA), Risk and Mitigation Management
Sutherland Global Services, Inc.
05.2013 - 03.2014
Senior Quality Assurance Specialist (AVG)
Sutherland Global Services, Inc.
10.2012 - 05.2013
Technical Sales Consultant
Sutherland Global Services, Inc.
03.2011 - 10.2012
Technical Support Representative
Convergys
11.2009 - 05.2010
Bachelor of Science - Nursing
BICOL UNIVERSITY
06.2005 - 05.2009
Secondary Education - undefined
AQUINAS UNIVERSITY - SCIENCE HIGH SCHOOL
06.2001 - 04.2005
Primary Education - undefined
SUNSHINE INTERNATIONAL SCHOOL
06.1994 - 03.2001
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