CIELITO REMEDIOS C. SANTIAGO
Cavite, Philippines
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WORK EXPERIENCE
ACCENTURE
Mobilization Associate Manager
From July 15, 2017 to present
Work across clients to provide support during solution realization and service transition activities by contributing specialized knowledge
and experience. Execute and track issue identification and resolution, and customer relationship maintenance of identified work
streams. Participate in solution architecture planning activities through the transition of work to ensure that Accenture is enabled to
deliver on the outsourcing engagement.
ALORICA
Area Manager - AT&T Business Solutions
From March 2011 to July 8, 2017
Serves as primary resource for AT&T’s Legacy Nodal and Voice Services by overseeing a team of Voice Services Managers/Project
Managers who manage, track and document the implementation of telco projects. Hosts regular weekly status calls with AT&T
customers regarding updates on their ongoing projects. Conducts sales and post-sales work to ensure Service Level Agreements and
Performance Metrics are met at all times. Oversees performance assessments in a timely and accurate manner. Facilitates and
monitors escalations with the concerned departments.
Voice Services Manager - AT&T Business Solutions
From October 2010 to February 2011
Oversees the end-to-end order processing for AT&T’s Legacy Nodal and Voice Services. Sets proper expectations regarding order
completion by negotiating with the Customer, the Sales Team and the Provisioning Center.
CONVERGYS
Fraud Analyst - CITI Fraud Early Warning
From May 2010 to September 30, 2010
Oversees Inbound/Outbound calls from CitiCards' valued customers by handling fraud detection screening, security or fraud review,
activation of new cards and other fraud/security-related service requests
Customer Care Specialist - Walmart.com
From October 2007 to April 2010
Handles interaction with customers through email in determining their needs and providing prompt and consistent service
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WORK EXPERIENCE (continued) …
PHILIPPINE LONG DISTANCE TELEPHONE COMPANY (PLDT)
Junior Manager - Corporate Billing and Quality Assurance Management
Pioneer Batch - From December 2004 to November 2006
Spearheaded the establishment of PLDT Corporate Billing Division. Ensures the timely and accurate billing of all service orders
through proper posting of agreed pricing details based on the signed contract. Ensures accuracy of initial billing through quality
assurance (QA) checks conducted per cycle. Participates in cross-functional Teams within the organization for system-wide
development projects.
Senior Team Leader - Corporate Business Group Order Processing
From January 2002 to November 2004
Oversees the timely and equitable distribution of Data and Complex Voice projects for service provisioning. Monitors the timely and
accurate issuance of service orders. Handles first level of escalation regarding exception and trouble reports.
Team Leader - Sales Communications and Logistics
From January 1997 to December 2001
Manages the operations of PLDT Corporate Helpdesk which receives calls, email, SMS or web messages from corporate clients
regarding product and service offerings, billing inquiries, service requests and complaints. Works with PLDT Business Solutions in
developing and monitoring brand and product awareness programs and sales promotions.
Customer Service Representative - Customer Accounts Business Office
From April 1995 to December 1996
Handles requests, inquiries and complaints by walk-in PLDT retail customers
METROPOLITAN BANK AND TRUST COMPANY (Metrobank)
Secretary I - Audit Group
From May 1993 to February 1995
Reviews and consolidates Audit Reports for presentation to the Board of Directors. Prepares correspondences to other units within
and outside the Company. Prepares the minutes of the Metrobank Audit Committee and Metrobank Streamlining Committee.
EDUCATION
Master of Science in Business Administration (MBA)
Philippine Women’s University
15 units *-
Bachelor of Science in Business Administration
University of the Philippines - Diliman
College Scholar *-
Manila Science High School
Silver Medalist *-
San Pedro Elementary School- * Valedictorian
Philippine Normal University-
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ACCOMPLISHMENTS & HONORS
Overall Top Agent for the Year 2009
Convergys Philippines Corporation
Top Agent for May and August 2008
Convergys Philippines Corporation
Circle of Distinction and Excellence Awards – 2005 Process Innovation Awardee
Philippine Long Distance Telephone Company (PLDT)
SKILLS
Fluent in Filipino and English
Knowledgeable in MS Office software applications
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SPECIAL TRAININGS
PATH Leadership Workshop
West Contact Services, Inc., Mandaluyong City
January 30 to February 3, 2012
Interviewing Skills Workshop
West Contact Services, Inc., Makati City
December 6 and 7, 2011
Nippon Telephone & Telegraph (NTT) Arcstar Service Provisioning and Billing
NTT Communications, Tokyo, Japan
January 16 to 21, 2005
Effective Business Presentation Workshop
PLDT, Innolab Bldg., Mandaluyong
April 16 to 18, 2001
Got 2B IMC – Integrated Marketing Communications Convention
The Manila Hotel
November 22 to 24, 2000
PLDT Centralinks Marketing Concepts
Subject Matter Expert
PLDT, Innolab Bldg., Mandaluyong
September 13 and 15, 2000
Managing Successful Projects
Global Training Solutions Inc. & InfoWorks
AIM Conference Center, Makati
March 28, 2000
Creative Thinking (Thinking Out Of The Box)
Global Training Solutions, Inc.
AIM Conference Center, Makati
March 30, 2000
Effective Business Writing Workshop
PLDT, Innolab Bldg., Mandaluyong
October 18 to 20, 1999
Professional Development Program
Change Consultants, Inc. & PLDT
PLDT, Innolab Bldg., Mandaluyong
June 1999
Building Customer Relations Management Course:
Winning The Customer Through Excellence
PLDT, Innolab Bldg., Mandaluyong
June 21 to 23, 1999
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