- ·-Unit- AVE NW EDMONTON AB T5A 1B5
Results-driven and accomplished team manager with a demonstrated track record of success in leading and
motivating teams to achieve exceptional performance. Highly skilled in fostering a collaborative and highperforming team culture, driving employee engagement, and promoting a positive work environment.
Adept at guiding project teams toward meeting project requirements while adhering to strict timelines.
Proficient in coordinating all aspects of project planning, configuration, testing, and implementation.
Project Management
People Skills
Strategic Planning
Client Relationship Management
Collaboration
Customer Service
Team Leadership
Communication
Positive Attitude
ADP Philippines Inc.
Team Manager (March 2022 – April 2024)
National Accounts – Project Services, US Payroll
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Oversees the day-to-day activities of Implementation Consultants and ensures achievement of client
service level metrics.
Establishes and communicates goals, and provides regular feedback to Implementation Consultants,
including developmental opportunities. Continuously reviews team performance, and appropriately
addresses opportunities for improvement.
Identifies areas in need of process improvement and system enhancement by collaborating with Subject
Matter Experts (SMEs) and coordinating these efforts with the appropriate teams.
Works with the Manila Project Services Operations Manager to determine the team's training requirements
and needs.
Assists in identifying skills gaps and ensures prompt and effective training is delivered to build and
enhance the skills of Implementation Consultants.
Maintains and manages the training delivery plan for Project Services Manila.
Provides escalation support management for specific project areas.
Lead Implementation Consultant (March 2022 – April 2024)
National Accounts – Project Services, US Payroll
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Responsible for providing subject matter support to Implementation Consultants and working closely with
US Project Services to deliver quality, accurate, and timely client service transactions.
Provide real-time floor support for process and product queries.
Serves as a liaison to US Business Unit Partners regarding process and product queries when needed.
Facilitates Process Development Assessments.
Assists with New Hire Training and Nesting.
Takes ownership of highly escalated projects and high-risk clients.
Partners with team managers to note key learnings, conduct root cause analysis, and develop resolution
plans for each escalation.
Senior Analyst (May 2015 – October 2017)
Major Accounts - Client Services, US Payroll
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Supports various levels of Payroll to provide prompt and thorough responses to all types of service
inquiries for Major Account clients.
Responds professionally and timely to clients' incoming phone calls. Investigates, researches, analyzes,
and tests outcomes to resolve client questions and/or problems correctly. Researches, designs, and
modifies complex mainframe features or software applications to meet the client's specific needs.
Initial point of contact for all clients and determines if the issue can be resolved on the initial call or if Tier
II resolution is required.
Concentrix (formerly eTelecare Global Solutions/Stream Global Services/Convergys)
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Technical Support Professional III/Case Mentor (February 2006 – May 2015)
Served as Inbound Agent: Provides excellent customer service and technical assistance to US-based
client’s customers in troubleshooting software/hardware issues for Dell desktops and portables.
Served as Transition Queue Officer-in-Charge (TQ-OIC) for new hires: Monitors the performance of
the new hires. TQ-OIC is also tasked to train and assist agents on their calls before deploying to actual
operations.
Served as Outbound Agent: Contact customers for positive customer experience and renders further
technical assistance in troubleshooting computer issues. Respond to customers’ emails regarding their
concerns on Dell products and manage the program’s emails and voicemail boxes.
Served as Case Mentor/Resolution Specialist: Responsible for publishing case management reports daily.
Case management reporting will be sent to the operation’s teams as a reminder for the cases that are due
for a callout. Audits inbound agent cases and analyzes performance drivers for the program.
NORTHERN ALBERTA INSTITUTE OF TECHNOLOGY (NAIT)
Diploma in Business Administration – Management (In Progress)
MAPÚA UNIVERSITY (Formerly MAPÚA INSTITUTE OF TECHNOLOGY)
Bachelor of Science in Information Management – Graduate
MAPÚA INFORMATION TECHNOLOGY CENTER (MITc)
Associate Degree in Management Systems Technology (Gold Medalist) – Graduate
ST. THERESE OF THE CHILD JESUS SCHOOL
Secondary School (2nd Honorable Mention) – Graduate
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Fundamental Payroll Certification (FPC)
Payroll Org (formerly American Payroll Association), August 2019 to December 2022
Foundations of Management for First-Line Leaders
Asian Institute of Management, February 2024
Introduction to Project Management (In Progress)
Project Management Institute
Introduction to Agile Project Management
Situational Leadership
Effective Escalation Management
Leaders Initiative for Navigating Quotients
(A proactive stance at handling difficult conversations in the workplace)
