SUMMARY

• Delivers and implements projects that meet and exceed stakeholder expectations using strong problem-solving and analytical skills, business analysis, project management and financial management. Ensures good financial control of project portfolios by effectively monitoring project and organizational budgets. Promotes good team work and secures buy in from all stakeholders including customers and management through outstanding interpersonal communication.
• Project Program Management
• Call Center CRM Service Delivery functions
• User Experience Customer Experience Design
• System Development Lifecycle SDLC
• System Integration
• Business Process Analysis Reengineering
• Strategy Formulation
• Financial Management
• Vendor Acquisition and Management
• Resource Planning
• Business Analysis
• User and Developer Training
• System Design and Implementation
• User Requirements Gathering

PROFESSIONAL EXPERIENCE

Confidential

Senior Project Leader

• Managed program/ project portfolio of up to 20 million representing multiple projects/ sub-projects with multiple IT partners, vendors, and internal team resources to within 5 variance of budget
• Implemented multiple Interactive Voice Response IVR enhancement and development projects for Annuities financial products , Individual Life, Group Life, Defined Benefits/ Retirement, Property and Casualty, and, Disability products. All projects on time and on budget.
• Managed Call Center projects including business requirements analysis, and QA management functions for knowledge content/ knowledge base and customer profile applications.
• Implemented 5 Speech Recognition new applications within a span of 18 months as part of implementation of new technology investment in Speech Recognition technology .
• Managed multiple projects for conversion of IVR-to-mainframe interfaces to integration via XML/ web services
• Sourced and managed consultants and vendors for multiple projects, including acquisition/ hiring, invoicing/ time charges, and, payments with engagements from 3 months to more than 2 years
• Implemented changes in Call Center environment in line with company acquisition and divestiture such as bringing on line new call centers and implementing new IVR applications, customer representative desktop applications and other systems for newly acquired companies, and, shut down/ transition of call center functions and systems to new company for lines of business that were sold.
• Conducted business analysis and process reengineering for Inquiry Management and Problem Resolution functions for multiple insurance products.

Confidential

Project Manager

• Implemented Siebel eFinance for multiple bank branches for major bank in the Philippines for its Sales and Service functions. Implementation included analyzing business processes and data requirements, gathering system requirements, analyzing change management requirements, and designing necessary configuration changes to the Siebel core system

Confidential

IT Specialist

• Developed CRM Customer Relationship Management business of IBM in Philippines by conducting pre-sales analysis and business development tasks for potential customers including process definition, strategy formulation, and, marketing and sales analysis . Developed solutions and strategies to address customers' CRM, call center, and business requirements including telephony, network and data components, vendor/ supplier availability, and multiple system implementation options

Confidential

Program Manager

• Managed product testing beta programs for consumer, software, computer and network hardware products. Performed evaluator management and follow-up, and, client feedback gathering covering multiple time zones worldwide.

Confidential

Team Leader Supervisor

• Prepared project and engagement proposals technical, business process, and financial aspects . Developed software and hardware selection criteria and served as vendor liaison. Developed and documented technical plans for system implementation. Analyzed and Reengineered business processes, Designed high level and detailed technical processes for programming, system installation and implementation support, technical support, help desk participation and database administration. Designed and implemented technical architecture components for on-line services and system administration. Analyzed and documented financial components of projects such as income and expenditure projections, initial investment and needs, and, forecasting system capabilities to further upgrade and enhance viability of projects

TECHNICAL SKILLS

• Office Productivity/ Process Management: MS Office - Word, Excel, Powerpoint, Visio MS Project MS Outlook MS Lync MS Sharepoint Lotus Notes Lotus Sametime Calligo Beeline Consultants Sourcing
• Financial Management/ Forecasting: Chimes, Clarity, Ariba Purchase Order request, Invoicing , XIGN JP Morgan Disburser , PeopleSoft
• Call Center Technology: Avaya Conversant PBX, Avaya Interactive Response, Avaya Voice Portal One-X ,Centurion 3270 Emulator , KANA IQ Knowledge Base , Chordiant MetCare desktop , Syntellect Apropos, Nuance Speech Recognition, Text to Speech , Gold Wave Prompt/ Recording Editing , Siebel Sales, Call Center, eCommunications, eFinance, Siebel Tools
• Applications Mgt/ Repository and Deployment: Borland StarTeam App Repository BMC Remedy Action Request System Deployment and Incident Tickets
• Big Data: MongoDB