Project Management and Service Delivery

Overview

Looking for full-time work (8 hours/day)

at $11.00/hour ($1,936.00/month)

BA in Computer Information Systems

Last Active

April 8th, 2024 (12 days ago)

Member Since

May 25th, 2021

Profile Description

PROJECT MANAGER
RingCentral
June 2021 to October 2021

As a Project Manager at RingCentral under the Partner Program Support Team, I provided support to program managers, from process documentation, project coordination down to implementation.  The support team was relatively new, so everyone brainstormed and implemented team workflows, wrote and built organic process documentation, and facilitated interdepartmental collaborations.

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BUSINESS UNIT HEAD – SERVICE DELIVERY
CPOA Global 
Aug 2020 to May 2021 

I was appointed Business Unit Head for Service Delivery to lead the Wireline service delivery and project management arm of CPOA.  My primary responsibilities included project escalations, gatekeeping and workforce management, quality assurance, process management, employee relations, coaching, and development.  Apart from team leadership and daily production work, the role also entailed frequent process building and enhancement by adapting our organization’s core structure with the varying requirements from telecom carrier partners and channel managers, marrying both internal and external entities.

As an ancillary role as a Senior Project Manager, I handled the CPOA White Glove list, the company's premier clients who required advanced and premium customer support from A to Z – presales, project management, and aftersales – maintaining and solidifying the partnership.

My years of experience at CPOA had exposed me to U.S. telecommunication in-depth – telco carriers such as AT&T, Verizon, Frontier Communications, TelePacific (TPX), Comcast, Spectrum, RingCentral, Broadvoice, to name a few.  I managed the project implementation for data services such as fiber, coax/cable/copper, fixed wireless and satellite, and voice services, such as VOIP, Hosted PBX, SIP/PRI, and analog lines.  

Overall, my knowledge and work experience with U.S telecoms is above average on products, processes, and general technology.


GENERAL MANAGER
CPOA Global 
Mar 2017 to May 2021

As the General Manager of the company, my overarching goal was to ensure that every facet of the business was running smoothly and at par with the company service level measures, while engaged in collaborative initiatives with CPOA leadership and upper management.  I was appointed as the reporting manager of the leadership team and reported directly to the CEO and Partners.
In this position, I had the privilege to work with key individuals across the organization – from sales and production, to support and admin groups.  Here’s a quick rundown.

• Research and Data Analysis Group: Spearheaded initiatives in data processing and quality improvements, and was heavily involved in database building, design, and implementation.
• Marketing Group: Modeled the campaign management process to bring forth efficiency and order, and was instrumental in the overall quality of the general campaigns, email contents, the company website, and company branding.
• Sales and Account Management Group: Worked closely with Sales Leadership to identify strengths and AFIs within our revenue-generating team, and was comprehensively involved in change management.  Also assigned as acting Sales Manager as needed in months where an all-hands-on-deck approach was deemed necessary.
• Project Management Group: Directly but indirectly involved, as this was my core competency in the company.  More about this is under my Project Manager role description.
• Customer Success Group: Facilitated process-oriented aftersales and customer experience initiatives to ensure customer retention and growth.• Audit and Quality Assurance: Worked with the audit and accounting group to ensure data integrity and accuracy of results and logistics as logged by production in our company database.
• Human Resources and Business Operations: Worked alongside the hiring manager for recruitment and hiring by facilitating interviews, and also headed the events management team for a time in facilitating org-wide events and corporate business gatherings.


PROJECT MANAGER
CPOA Global Jul 2013 to May 2021 

As one of the pioneers of CPOA, I had the privilege to be heavily involved in developing each facet of the organization, while at the same time be innovative and creative with my focus department, which was then project management.  
In a nutshell, my role as a Project Manager entailed end-to-end support for our U.S. telco clients, and act as a liaison between the company, the chosen carrier, and the customer.  I had vast exposure to a wide array of telecom solutions – everything wireless/mobility and wireline, and not only tackled one but multiple carriers (LEC and CLEC) as a solution provider.  My involvement in these projects was from inception to activation, down to post-customer support as detailed below.

• Pre-sales: Contract, Solution Design, Quotes and Negotiation, Service Checks, Data Analysis, Competitive Pricing Analysis, Order Processing, Sales Support, etc.
• Implementation: Project Coordination, Design Call, Scheduling, Test and Turn-Up, Activation, Migration and Porting, etc.• Post-Implementation / Post-Sales: Customer Success, Technical Issues, Bill Review, Credits and Disputes, Upgrades, etc. 

All these while learning the ropes of each carrier we're partnered with.  To sum it up, I was expected to be a subject matter expert when it comes to product, pricing and negotiation, and process.

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TEAM LEAD
S&P Global Philippines – Transcriptions Team
Nov 2010 to Jun 2012

In November of 2010, I joined the management team and had the privilege of supervising a team of Financial Editors.  Administrative duties included monitoring of teaUpgrade to see actual infomber performance, effectively developing strengths and addressing areas for improvement per individual, and ensured that the team is well aligned with quality KPI requirements and department goals on a monthly basis.  Critical day-to-day included workflow monitoring of the whole Realtime Financial Editor group to ensure turnaround deadlines are met and live financial calls of key clients are streamed with impeccable quality on the S&P Global website.  

I got appointed as well to be part of high-level discussions with upper management on quality and procedure improvement programs and provided insights on augmenting structural integrity of the various work procedures aimed at boosting productivity and overall department performance.  This was a game-changer during that time.


FINANCIAL EDITOR / REALTIME EDITOR – LEVEL 2
S&P Global Philippines – Transcriptions Team
Apr 2010 to Nov 2010

I received a promotion and became Level 2 in April of 2010.  I was consistently cited as a Top Performer of each quarter and received recognition from peers and superiors, which included a flawless attendance record.  As a Level 2 Financial Editor, I was assigned to edit transcripts of live conference calls of major S&P clients – Apple, Samsung, Macy’s, to name a few.


FINANCIAL EDITOR / REALTIME EDITOR
S&P Global Philippines – Transcriptions Team
Jun 2009 to Apr 2010

I was hired at S&P Global as a Financial Editor / Realtime Editor, whose primary responsibility was accomplishing highly accurate transcripts from raw text fed by first-line voice transcription staff through a real-time interface.  Relatively fast and accurate typing skill, high level of attention to detail and a strong command of the English language – verbal, written and comprehension, are necessary to do well in this job.

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WEB PROGRAMMER / WEB DESIGNER
DataGrid Inc
July 2008 to April 2009

A small and privately owned company, DataGrid Inc’s business centered around its payroll and human resource systems.  I was hired as the team’s web programmer and was in charge of the overall layout development and design of the systems using various then-popular tools, such as Microsoft Visual Studio, Microsoft Web Developer, SQL, Adobe Suite, to name a few.

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TECHNICAL SUPPORT REPRESENTATIVE
Convergys Corp – AT&T DSL Technical Support Group
May 2006 to February 2008

Technically my first job after graduation, my day-to-day task was focused on troubleshooting connectivity issues over the phone.  As I was very keen on quality, I was tapped by upper management to become an Efficiency Monitor in 2007 as part of the quality enrichment program.   

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SERVICE CREW – ALL-STAR
Kentucky Fried Chicken
2003 to 2004

A summer job that turned out to be one of my life’s turning point.  I apparently was good at cashiering and serving food.  During my second term, I got promoted as an All-Star Service Crew for having aced all 3 restaurant stations – Dining and Counter, Pantry, and Kitchen.