Francis Jor – El S. Villaluz

211 Hillcrest Drive, Oranbo, Pasig City

Mobile: +63 998 964 7991

Email: [email protected]

EDUCATION

2006-2009 – Ateneo Graduate School of Business, Rockwell, Makati

Masters in Business Administration

1998-2002 – DLSU-College of Saint Benilde, Taft Ave, Manila

B.S. Business Administration and Computer Application

1998 – James Lick High School, San Jose, CA

Senior Year

1986-1998 – Lourdes School, Mandaluyong

High School & Elementary

ABS-CBN Corporation | Philippines (July 15, 2018 to Present)

Solutions Delivery Manager

Specialization IT/Computer – Network/System/Database Admin / Application and RPA

As The Solutions Delivery Manager I will perform project management functions for various IT projects. Aside from overseeing projects, he shall also oversee the overall design and architecture SharePoint Deployment and RPA

MAJOR DUTIES AND RESPONSIBILITES

•I manage all the Lotus Notes to SharePoint implementation and support for the entire ABS CBN company (local and Global) projects assigned by making sure that those projects are within budget, schedule, and agreed scope & quality.

•I led in reviewing the project team deliverables to ensure quality and adherence to standards, functional and regulatory requirements and spear headed the RPA implementation for ABS CBN.

• Provided direct supervision and mentoring to project team members.

• Provided project status/performance feedback to upper Management Head, Account Managers, Corporate Executives and process owners.

• I decide on the best platform and technology that will be used in application development for future projects.

•I am the individual within ABS CBN who Reviews and validates business/functional requirements.

• Lead the development of technical design such as database, application architecture and user interface design.

• Manage the rollout of systems/applications to business units for SharePoint and RPA

• Ensure best user support by monitoring user request and by regularly checking application performance

SEACHANGE INTERNATIONAL (July 2010 to April 2017): Manager, Technical Support and Operations for Digital Guest Services for Hotels and Hospitals, Back office/ Managed Services and Cloud Services

• Runs complex projects/programs from design and development to production for Service desk support, Project Management, Implementation and People Management duties.

• Defined requirements and plan project life cycle deployment for multiple system upgrades and deployments for numerous clients.

• Defined resources and scheduled project/program implementation for new support services and products.

• Created strategies for risk mitigation and contingency planning for the Global support team (cloud, Back office, Managed Services)

• Planed and scheduled project deliverables, goals, and milestones throughout my management tenure and achieved them ahead of time with more than above quality results.

• Directed and oversee the projects with the engineering team and QA team while managing discussions within group and produce quality results.

• Performs team assessments and evaluations while providing effective coaching and feedback to team members, which resulted in multiple career advancements.

• Created project and support documentation and procedures to identify and solve project issues which are still being used as a bench mark to all support teams in a Global scale for cloud, Back office, Managed Services.

• Demonstrates leadership to define requirements for project risk and make sure that all projects handled produced quality results favorable to both client and company.

• Developed Requests for Proposals (RFP) for Managed Services team to support clients whether on site or remotely while maintaining customer service and business relationships.

• Strong organizational, presentation, and customer service skills ideals and practices which led to clients to continue business with the company and give high praises to the quality of support that I managed.

• Highly experienced in Managing Operations of a 24/7 team and maintaining KPIs and execute projects and maintaining excellent customer service and presales support which led to me managing the support / service desk operations for Asia, European and Americas support while growing multiple careers spanning from Level 1’s, Level 2’s, Managed Services, back office support, creation of Cloud team support and Customer Engineering to some extent.

·  I am highly versatile in ITIL processes and have used them in multiple occasions to improve support and managing for the company for more than 5 years.

Hewlett Packard Philippines (July 2009 to December 2009): Customer Service Management Advisor III

Manage the day-to-day team activities
Provide daily routine customer communication as required to drive revenue and maintain customer satisfaction
Act as point of contact for any customer issue, request or escalation on post PO activities
Manages Corporate Server updates and issues for internal and client use.
Monitor, react, and report through operational metrics
Ensure operational metrics are met
Manage and resolve order and customer escalations
Proactive team/individual performance assessment and resource/ accounts balancing
Participate, validate and/or deploy new processes and tools within hub
Support team manager in working with internal HP organizations to manage and execute improvement projects and initiatives (Sales, BU, Supply chain, etc)
Motivate and develop team to be the best-in-class Operations team
Lead and manage the Customer Support Representatives and team leaders to:
a.        Drive end-to-end order-to-delivery for assigned customers

b.       Ensure order-to-delivery turnaround time meet commitment to customers

c.        Establish strong engagement with the Sales & Marketing, Credit & Collections, Supply Chain and Logistic teams to ensure we meet our commitment to customers in order & service delivery

·         Monitor customers’ orders, manage customers’ shipping requirements and delivery schedules,

IBM Daksh Philippines (2007 to 2009): Assistant Manager for Operations

• Prioritized Client Focus on building business relationship with customers which lead to my managed team being CSAT and SALES GENERATAION champions for 1 year.

·         Constant contact with clients and having weekly, monthly reports and updates provided clients being comfortable doing business with the team.

• I was leading the team in providing Knowledge with client requirements in terms of staffing of agents as well as business, maintenance, marketing of client requirements which made the business grow.

• I make it a point to using and the application of Contact Center Business Strategy and Delivery which made good business internally and externally.

• Trained in the Contact Center operations as well as implementation and improvement of new process and made sure that the team was up to date with everything and resulted in providing excellent CSAT and customer service to customers, internal or external.

• Analysis and Application of Contact Center Performance Data (Metrics) and Workforce Concepts (Scheduling and SLA’s) which made continuous improvements to supporting and delivering the quality results.

• Understanding and implementation as well as forecasting of Scheduling and Service Level Agreements of client needs for operations which in return made sure that we are staffed 24/7 without any issues regardless of unplanned or planned absences.

• I have vast Knowledge in Basic Financial BPO Concepts that resulted in lower costs while giving quality support and high morale.

• Enables Team and agent performance and I had the least number of team attrition while having the highest number of career advancements.

• Was placed in charge to develop 2 new departments in the Account that Developed and lead to the development, implementation and operation of new LOB’s of the current account (iphone and advanced payments and reservations for new products).

• Managed at least 100 FTE’s in the account as the lead Assistant Manager, which was by far the biggest FTE’s given to any AM.

Sykes Asia, Inc., Ortigas (2002-2007): Senior Level 1 Customer Service Representative/Team Leader

·         Provides inbound, outbound and back-office customer support

·         Adheres to SLA set by clients, if not exceeds

·         First level escalation point for operations

·         Collates and escalates OOS issues and escalates to Team Lead

·         Conducts Training for New and Existing Customer Service Representatives

·         Create, Maintain and Update Training Modules

·         Waterfalls important operations updates provided by the client, to the whole team

·         Reports to supervisors of the possible areas for improvement

·         Database Administration

·         Follows team’s defined process and procedures

·         Assist Team Leader in completion of management reports

·         Spear headed 3 new accounts in the company which lead to being trained in Ohio, USA for 1 month.

·         Improved process and hiring of new employees

·         Reports to Management and client of the things possible areas for improvement

·

Seminars and Trainings

Product and Support Training , SeaChange , Acton MA ,USA , Eindhoven, Netherlands and Singapore , 2010, 2012, 2015
Management Training , SeaChange 2010 – 2017
Six Sigma Program Yellow belt training, IBM DAKSH
Six Sigma Program Green belt training, IBM DAKSH
Six Thinking Hats, IBM DAKSH
Managing Performance, IBM DAKSH
Coaching and Feedback Training, IBM DAKSH
Critical Thinking training, IBM DAKSH
Management Upskilling Training, IBM DAKSH
·         Emerson Network Power Product Training, 2005, Lorain, Ohio

·         Emerson US Motors Product Knowledge and Order Entry Training, 2003, Sykes Manila

·         Emerson Process Management Product Knowledge Training (Fisher Regulators, Corioliss Airflow and Delta V), 2002, Sykes Manila

·         Emerson E-learning Training, 2002, Sykes Manila

·         Microsoft Visual Basic, 2001, College of Saint Benilde

·         PLDT DSL Technology, 2001, College of Saint Benilde

·         Microsoft Computers Electrical Maintenance, 2001, College of Saint Benilde

·         Microsoft Network Technology Seminar, 2000, College of Saint Benilde

Management Skills and Computer Application, 1998, College of Saint Benilde
 

SKILLS

Excellent English communication skills
Formulates and applies Business Continuity Plans
Good Client and Customer Relationship Management Skills, Risk Management
Knowledge in Computer programming using Visual Basic, MS Access, C++, Java, Oracle, SAP, Lotus Notes ,MAC OS X, CITRIX,  and Microsoft Office applications
People Management and Account Management
Extensive Vendor Management experience
Excellent management skills
ITSM and ITIL versed
Personal Data

Age                         :               39 years old
Birth date              :               28th of August, 1979
Civil Status             :               Single
Nationality             :               Filipino
Religion                  :               Catholic
REFERENCES

Upon request