Operations Team Leader
Global Payments Process Centre Inc.
Total years of experience :21 years, 6 Months
Manages a total of 13 Financial Technology employees working on process, technical and standards improvement.
Manages metrics of each employee.
Do coaching to correct and be within the metrics required.
Do mentoring for those who wish to be in the next level of the management ladder.
Handles high value escalation
Manages 10 -16 full time employees making sure that they are hitting the required metrics of the client.
Do coaching to correct habits, behaviors and implement feasible action plans.
Mentors soon to be leaders preparing them in the next step of the ladder.
Do trainings for the new hires, Quality, Time management, project escalations and so on.
Directly communicate with the client making sure that in every issues that we have, we have a plotted action for resolution and the resolution should not be more the the SLA that is given by the client.
Manages and facilitates Focus Group Discussion.
Do Final Interview for applicants up to the supervisory levels.
Delivers all administrative task that is being requested.
Prepares weekly, monthly, quarterly and annual business review.
* Business support for a Financial Company doing product improvement, Security development, E-commerce application development, Fraud Investigation, Mass Declined transaction investigation and resolution implementation.
* Project planning, project timeline and analysis.
* Chargeback and settlement processing and investigation
* Project testing and implementation
Handle calls from customer of a satellite TV company (client) that ranges from Advance Technical to Advance Billing and Customer Inquiry including new customer offer with exemption to cancellation of account.
Gives the best resolution to every call maintaining high Quality of Service in-line with the company process and procedures.
Establishes recruiting requirements by studying organization plans and objectives; meeting with managers to discuss needs.
Builds applicant sources by researching and contacting community services, colleges, employment agencies, recruiters, media, and internet sites; providing organization information, opportunities, and benefits; making presentations; maintaining rapport.
Determines applicant requirements by studying job description and job qualifications.
Attracts applicants by placing job advertisements; contacting recruiters, using newsgroups and job sites.
Determines applicant qualifications by interviewing applicants; analyzing responses; verifying references; comparing qualifications to job requirements.
Arranges management interviews by coordinating schedules; arranges travel, lodging, and meals; escorting applicant to interviews; arranging community tours.
Evaluates applicants by discussing job requirements and applicant qualifications with managers; interviewing applicants on consistent set of qualifications.
Manages new employee relocation by determining new employee requirements; negotiating with movers; arranging temporary housing; providing community introductions.
Improves organization attractiveness by recommending new policies and practices; monitoring job offers and compensation practices; emphasizing benefits and perks.
Manages intern program by conducting orientations; scheduling rotations and assignments; monitoring intern job contributions; coaching interns; advising managers on training and coaching.
Avoids legal challenges by understanding current legislation; enforcing regulations with managers; recommending new procedures; conducting training.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Accomplishes human resources and organization mission by completing related results as needed.
Serves customers by providing product and service information; resolving product and service problems. •Opens customer accounts by recording account information.
* Maintains customer records by updating account information.
* Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
* Maintains financial accounts by processing customer adjustments.
* Contributes to team effort by accomplishing related results as needed.
Provides technical support to users by researching and answering questions; troubleshooting problems; maintaining T1, EFM, LAN and WAN performance, including circuit analysis and circuit issue immediate resolution.
* Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
* Improves client references by writing and maintaining documentation.
* Participates in development of client training programs by identifying learning issues; recommending instructional language.
* Accommodates client disabilities by recommending devices and techniques.
* Avoids legal challenges by monitoring compliance with service agreements.
* Improves system performance by identifying problems; recommending changes.
* Accomplishes information systems and organization mission by completing related results as needed
Reporting directly to the General Manager of Manufacturing department and EVP of the Company, I am responsible to handle two (2) department and three (3) sections as administrative, management and technical support.
Administrative Support
Responsible for Managing the office of the Executive Vice President and General Manager making sure that their calendars, trips and requirements are met on desired or required time.
Focal point for all types of correspondences whether it is internal or external (Including international correspondences) with business partners.
Event organization of all types (meeting, conferences, gatherings, etc.) Organization starts from a very raw information up to gathering delegates for the occasion and if needed up to booking delegates airline ticket, ground transport and accommodation up to demobilization according to agreed procedure
Serves as the secretary at times when needed that take notes for the minutes of the meeting, documentation and document control.
Other office routines are considered minor like mail segregation, answering and routing calls, sending faxes through rightfax software and others.
Technical Support
SAP R/3 Production Front End User support and user creating all SAP transaction for Purchase Requisition to Service Entry sheets.
Support for release strategies and delegations of release strategies including SAP reporting Structure.
In times that there are restructuring in SAP reporting structure, I am responsible to train and explain how SAP works, especially to new employees.
Training Application Administrator (TTG) Traccess application which is the one that we are using. Responsible for the update of the document from the server including scheduling for training and examination and document reference uploading. I also make sure and update management on the status of each trainees about their progress.
SAP Employee Self Service Technical Support. SAP ESS is a web based application where employees can see their pay slip, apply overtime, travel, training and salary certificate. This application is connected with other department. Responsible to train new direct employees on how and when to use the application. Also responsible to rectify issues before escalating to Information Technology team.
Also responsible for minor IT issues like print services (limited to replacing cartridges, minor print services network disconnection and minor troubleshooting and training to new users). Minor network issues.
Administrator of three (3) shared drives - Laboratory & Quality, Reliability, Management
Management
One of the appointed ISO Readiness Team, responsible for review, evaluation and revision of Standard Operating Procedures, Document Standardization and other matters that deals with compliance limited or just focused on documentation.
Minor responsibilities on Management Organization Restructuring limited to lower management level (Manager below position) with power of suggestion and minor analysis which matters.
Standard Operating Procedures evaluation, review, revision, cross referencing, finalization and distribution.
Payment analysis on invoices that are project based but since project was closed already there are some invoices that needs to be paid and I need to analyze whether which cost center or GL account it should be charged. This analysis always runs from three (3) months to even a year. Complete gathering of information, relevant agreements, document references and other that may support that should specify who or which department should pay the bills.
Reporting directly to the General Manager of Technology Department taking care of his schedules and appointments whether personal (if there is) or business related that makes me responsible for his flight and ground transport itineraries and accommodation including visa processing if needed.
Administrator of Technology shared drive that contains sensitive information, controlling each document that is needed to be taken care of. A SAP R3 end user for the whole department.
Gives administrative support to Laboratory Section that makes me responsible for the team annual leave plan, shift analysis, training, study request and others. I am responsible also for processing claims such as medical, housing and other benefits that is included in company policy. I and the team was able to formulate the Standard Operating procedures of Laboratory that is existing and used until now.
In the first Quarter of 2010, was appointed by Corporate compliance to join the team for International Standard Organization (ISO) certification readiness which makes me responsible to review, analyze, edit and finalize for signatures some if not all Standard operating procedures, Policies, Manuals, Records and supporting documents. In April 2010 we are able to make it and became ISO 9001:2008, ISO 14001:2004 and ISO 18001:2007 certified.
A short term project to organize documentation in HR Department in recruitment and Compensation and benefits section. This project makes me responsible to segregate, evaluate and organize applicants Curriculum Vitae and filing it up electronically and hard copies filed properly with codes and identifications.
In compensation and benefits section, I have the responsibility of receiving medical records, invoices from Health insurance companies, Hospitals, process claims and others making sure that it is made accordingly and in timely manner. Records are kept and organized.
Overall duty is to give support to the General Manager and to the Projects Department team which includes clerical and administrative support. Started the CA/EDC Project study (300, 000 MTPA Ethylene Dichloride, 250, 000 MPTA Caustic Soda and 227, 000 MPTA Chlorine Production) and serves as the focal and contact point for the Engineering, Procurement and Construction (EPC) bidders, clarification tabulator and document controller. Also serves as SAP R/3 Production user and administrator of the department.
Responsible for all clerical and administrative jobs which include employee relation and employee management. Taking care of documentation and employee files and other references. Also supports COO and CEO in some cases.
Overall responsibility is to answer customer calls regarding issues of their Apple products from Gadgets to software and hardware technical issues. Giving detailed instructions to customer on how to resolve technical issues making it clear to them that the process that is given is the right way. Instructions should be vivid and clear plus understandable as always. Also making sure that we are hitting the high quality of Call results and resolving issues at shortest possible time of 10 minutes AHT and with quality that should be not below 90% in a month as average. Documentation is done in a web based application PeopleSoft
Serving at first as technical support agent and was promoted to technical support specialist tier 2 for Desktops and Network.
Responsible in resolving technical calls issues for DSL and Dial-up internet connection in 2 platforms (Mac and Windows) that is using internet connection from ISP PeoplePC online US while maintaining customer satisfaction at its best. Documentation is done in a web based application MIDAS. We as technical support agents are required to hit a 95% quality and average handling time (AHT) of 10 minutes.
Mainly responsible for chemical, microbiological and final product testing for food produced by two (2) manufacturing plants (Dairy and condiments). Also responsible in making sure that the production and the whole manufacturing plant complies with Local and International Standards like HALAL, ISO, HACCP, GMP and BFD. Also serves as researcher for new and existing products, assistant manager for production and represents company in each - if not all, client meetings and product introduction.
Overall responsibility is to supervise employees, sales, warehousing and stocks for a mini market making sure that everything is properly complied with requirements. Also serves as the frontline and focal point for employees of the company managing good employee - employer relationship.
Graduated with the highest score in Research and Development, Dean's Lister and Pioneer Batch for BS Food Technology with a total GPA of 1.92 as 1 is the Highest score.
Bachelor of Science in Food Technology is a branch of Food Chemistry Degree that specializes in food formulation and analysis for chemical, physical and microbiological attributes following the International Standards like ISO, HAZOP, HACCP, and others. I was able to finish the mentioned degree with flying colors with my research in sweet potato as the top notched experimental research in the university studying the compatibility of it with gluten for gluten free food. I was able to make it as noodles, biscuit and crackers with recommendations for sweet potato flour in exchange to cake and all purpose flour for baking.
Finished High School as 3rd honorable mention with awards in Chemistry, Physics, English and Leadership having a 92.20 GPA out of 100 as the highest schore
