HEAD OF OPERATIONS
LEMCON ASIA FOR GLOBE TELECOM
Total years of experience :31 years, 9 Months
Led the growth of the Lemcon Philippines operations to the ability to deploy in more than 5, 000 sites nationwide with no serious accident, even in tower work. Supervised an organization of employees and subcontractors that worked on sites all over the Philippines. Maintained a perfect record of on-time site deployment and zero-accident deployment.
Selected Accomplishments:
•Built the Wi-Fi network on the Philippine Stadium with zero incident, either in injury to personnel or damage to the structure.
•Set up the safety training program that means all employees take personal responsibility for quality and for safety.
•Set up the corporation site awareness training program.
•Established competence development program for internal staff and vendors
•Establish continuous improvement programs, KPI measurements and rewarding processes
Provide Customer Operations Quality leadership for Asia Pacific Region (12 Countries, 27 Customer Accounts).
Secure Operation Quality by providing systematic approach to prevention and improvement, leveraging fact based analysis.
Drive Customer Experience Survey program in region, ensuring meeting and exceeding customer expectations resulting in best customer experience and Customer Perceived Value. Take active role in reporting and reducing Cost of Poor Quality.
Drive Customer Quality Management principles and methods relevant for Region business (e.g. Root Cause Analysis (RCA), Q-Gates) and secure implementation of actions in case of KPI signals deviations.
Primary Point of Contact for Customers, responsible for Customer Experience Management, performs all necessary analysis on customer pain points / requests, and generates related reports, to be utilized for process improvement activities, proactive problems prevention, up-sell opportunities definition, etc.
Ccoordinating changes in requirements. Providing fixes for operational problems, and managing multiple (new) product releases across the customer base, providing ongoing product support to meet the operational needs of the customer.
Drive Change Management Initiatives, creating and implementing change management plans that minimize employee resistance and maximize employee engagement
Selected Accomplishments:
•Implement End-to-End Quality Management System & Change Management Improvement Programs with clear accountabilities, operational and financial KPIs linked to the P&L
•Received Nokia Quality Award for Outage Reduction Program with Cost Savings of $3M (reducing Network Outages by 65%) by conducting extensive forensic analysis of what had gone wrong with network service disruptions and recommend / deployed improvements that enhance the reliability of the network. (6 Sigma DMAIC Project)
•Spearheaded cross-functional Service Delivery Non Conformance Cost Improvement and Change Management initiatives resulting in $10M savings in the region (Savings from cost tracking and management at every level)
•Achieved $5M savings in Service Delivery contract negotiation by restructure contracts/agreements with existing suppliers
•Drive Customer Loyalty Leadership programs in the region that led to 6% increase in Customer Satisfaction Index
•Maintaining ISO 9001/TL9000 audit certification in Asia Pacific Region by conducting internal ISO 9001/TL900 audits to identify non conformance gaps, make recommendations, and facilitates resolution.
•Successfully coordinated the overall integration of Nokia Siemens Networks in Sub-region Japan and South Korea in 9 months, 3 months ahead of planned schedule
•Collaborated with Service Delivery Team to execute Care Program Management Assessment for 20 key accounts in the region to identify key areas for improvement and implement measures to reduce exposure to further risk
•Deploy best practice lessons learned across Asia Pacific Region as a culture of continual improvement
•Change Management Coaching and mentored staff to ensure smooth adoption of Quality Culture (I Own Quality) and Service Excellence in the region
Softbank mobile Project)
Act as the Primary Customer Interface Management, gathers reliable feedback from customers resulting in actions to improved Customer Relations. Accountable for overall Customer Satisfaction and Service Delivery of the Care Management function to contractual SLAs and KPI.
Provides input to Account Team on issues related to development of care business. Responsible for account's P&L for Care Services. Identify and develop new service business opportunities within account. Provides cross functional leadership to solve complex and diverse issues.
Selected Accomplishments:
•Achieved 5% (1M) Care Cost Reduction by driving cost optimization and efficiency activities
•Received Service Excellence Award for improving Customer Satisfaction Index (5.2% ->7.2%) by implementing pro-active improvement program
•Support and efficiently applied Advanced NW Quality programs to meet customer-committed KPIs.
Primary Customer Interface to optimize Customer Interactions and, as a result nurture Customer Loyalty. Identify and support new business opportunities.
Leading and coordinating a NOC team of 25 monitoring and 10 regional ESS/HD Rota engineers to ensure that the Networking Systems runs efficiently without interruptions. Manage the business process in the organization and ensure that the system and technology used are constantly upgraded to remain relevant.
Selected Accomplishments:
•Setting up the infrastructure and monitoring process of the FIRST 3G NOC in 3 weeks.
•Leading the NW Monitoring, remote troubleshooting, HD and ESS for 5 OSS, 50 RNCs and 10, 000 Node Bs.
•Received the VF CBT Quality Award in 2003 for outstanding Network Quality improvement and Productivity by creating statistical FM, PM, NQI reports, and identified key focus area, which provide valuable feedbacks to PL as part of Nokia equipment and SW quality improvement
shikoku region, Japan (J-Phone Project, later renamed to vodaphone)
Primary Customer Interface facilitates customer relationships with support and providing advice and assistance to internal employees / R&D on diverse customer situations and escalated issues.
Leading a team of 20 engineers, provide leadership and manages the entire project / Program scope ensuring good profitability by efficient cost controlling and resource management. Represents the customer's requirements back to Nokia account team to anticipate and develop new service business opportunities within the account.
Selected Accomplishments:
•Effectively accomplished the project milestone, implementation, integration, area tuning, optimization and final acceptance of 10 RNCs and 900 Node Bs in time for NW launch.
Nokia Networks taiwan
Primary Customer Interface. Working to provide a top-notch Customer Experience making it as easy and as desirable as possible to do business with Nokia by supporting Nokia's vision.
Partner and customer trainer for Asia Pacific Region, provided Nokia Partners' competence development and technical support for APAC region, additional responsibilities including the following:
Selected Accomplishments:
•Build Model Sites for all projects in APAC (12 sites for KGT Taiwan, 5 sites each for DTAC and AIS Thailand, 2 sites each for StarHub and M1 Singapore, 4 sites each for Globe and Smart Philippines, 4 sites for Adam (Timecell) Malaysia and 4 sites for Telkomsel Indonesia.
•Initiate QuaRy (Quality Reporting System) and training for all projects in Asia Pacific
•Developed and conducted comprehensive NW Quality Audits, and established solid improvement plans for projects in Asia Pacific Region
•Managed swap site rollout, site acceptance and technical support for KGT Project (Achieved 98% acceptance accuracy)
•Actively devise and instigate the Documentation Control for KGT Project
•Delivered Nokia BSS training courses for KGT, DTAC, AIS, Globe, Smart, M1, Starhub, Maxis and Telkomsel.
Customer Interface ensuring that customer insight and issues are captured, managed, turned into requirements and directed towards the appropriate team members to take action.
Leading a team of 18 engineers, provide leadership and manages the entire project / Program scope ensuring good profitability by efficient cost controlling and resource management. Represents the customer's requirements back to Nokia account team to anticipate and develop new service business opportunities within the account.
Selected Accomplishments:
•Productively installed, integrated and accepted 5 BSCs and 1500 sites within 10 months prior to launch.
•Achieved 100% acceptance accuracy by effective training and building 4 model sites with subcontractor's team
•Exceeded Rollout delivery deadline with good quality and Customer Satisfaction feedback.
Nokia Networks thailand (dtac project)
Drive effective Customer Interactions, and maintain high quality and compliant operations
Deliver and install product upgrades. Assist customers in resolving operational problems and provide training and technical consultation. Leading and execution of proactive and reactive maintenance activities, ensuring that services provided to customers are continuous available and performing to Service Level Agreement levels. Assist in developing Service Delivery Management revenue opportunities in new business. Drive Customer Satisfaction and Loyalty.
Selected Accomplishments:
•Achieving the entire network dropped call rate from 15% to 2 % within two months by conducting extensive audit to identify factors that affect TCH drop call rate and implement improvement measures to improve the network quality in problem areas
•Further improved and sustained dropped call rate to below 1%
Nokia Networks, nuenberg, germany (e-plus project)
Customer Interface, effective handling of customer inquiries and complaints received from the customer.
Manage and lead the project team including partner resources, ensuring all Nokia's contract obligations are delivered on time, on budget with high quality and actively contributes to the positive development of Customer Satisfaction.
Selected Accomplishments:
•Profitably installed, commissioned, integrated and accepted 1200 sites in one year, achieving the project milestone.
Nokia Networks uk (hutchinson microtel project, later changed to orange)
Leads project team (internal and external resources), manages, plan and monitor delivery phase of project. Act as a primary interface to the customer ensuring that project milestones are met in responsibility area.
Selected Accomplishments:
•Commissioning and Integrated and accepted 1, 500 sites in Manchester, Birmingham and London.
•Successfully integrated the first GSM 1800 site in Action, London.
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English, Math's, Biology, Physics, Chemistry, History and English Literature.