Rodolfo A. Agdeppa Jr.
Unit 4-K Calderon Suites, #24 Calderon St. Barangay Marilag Project 4, Quezon City 1109 [email protected]
+63 9088766135

Professional Experience:
Segment Lead

Health Administration and Services Accenture, Inc.
September 2015 – October 2018

Handled a segment composed of 75 FTEs including 4 Team Leads, mainly performing claims -related back office activities for health insurance providers covering 5 states (Illino is, Montana, New Mexico, Oklahoma and Texas). Project is composed of six segments with a total headcount of 410. Other responsibilities outside people and performance management included capacity planning and roster/seat management.

Import & Export Manager
Customer Service Indonesia Maersk Global Service Centers, Inc. August 2012 – June 2015

Handled a team composed of 10 process experts and customer service associates, assisting in back office documentation and responding to customer service inquiries vi a e-mail. I was responsible for coaching, mentoring, training, people/performance training and evaluation

Team Leader
United Overseas Bank, Pte Ltd.
November 2007 – June 2012

Handled a team composed of 12 to 15 bank officers, assisting local customers wi th credit card related inquiries via our call center. I was responsible in people and performance management to ensure KPIs and SLAs are met.

Senior Technical Support Manager
Dell International Services Phils., Inc.
October 2006 – November 2007

Handled a team composed of 15 technical support specialists and 1 subject matter expert, providing customers with their home and home/office desktop/laptop technical support via telephone. I was responsible in people and performance management to ensure KP Is and SLAs are met. I also handled 2nd level escalations whenever required.

Team Manager
Sitel Philippines
September 2004 – March 2006

Handled a team composed of 12 technical support specialists and 1 subject matter expert, providing customers with their home and home/office desktop/laptop technical support via telephone. I was responsible in people and performance management to ensure KPIs and SLAs are met.I also handled 2nd level escalations whenever required. I also successfully took part in piloting an Australian Telecommunications account, handling a team of 25 agents assisting with billing and customer service inquiries.

Education
Tertiary
San Beda College
BSC Major in Business Management March 1998

Secondary
University of Santo Tomas
1989 – 1993

Primary
Claret School of Quezon City
1983 – 1989

Relevant Trainings and Seminars Attended:
High Performance Coaching
March 2018
Accenture Service Delivery for Managers
January 2018
Executive Presence
November 2017
Stakeholder Management
August 2017
Operational Excellence
April 2016
Lean Six Sigma Yellow Belt Graduate
March 2015
Coaching For Results
November 2014
Proactive Care and Inspirational Leadership Conference
March 2014

References are available upon request.