Eric B Manalo

ERIC BULANON MANALO Unit 18B The Eastwood Lafayette Three, Eastwood Cyberpark, Bagumbayan, Quezon City- |--WORK HISTORY 03.2017 – Present AIG SHARED SERVICES – BUSINESS PROCESSING, INC. Team Leader (Vendor Management) o Provide administrative and functional support to Manila staff o Assist in the tasks identified by the Country Risk Management Lead to ensure compliance of all departments of the organization 04.2016 – 03.2017 AIG SHARED SERVICES – BUSINESS PROCESSING, INC. Team Leader (Activity-Based Costing Project) o Provide administrative and functional support to Manila staff o Serve as subject matter expert and point of contact for this process o Ensure adherence to scheduled deliverables o Perform data analysis and provide feedback to Project Director 09.2014 – 03.2016 AIG SHARED SERVICES – BUSINESS PROCESSING, INC. Team Leader (Position Control Management) o Provide administrative and functional support to Manila staff o Provide functional support to Sofia (Bulgaria) staff o Serve as subject matter expert and point of contact for this process 05.2014 – Present UPWORK Freelancer o Provide service (ranging from data entry, web research, audio transcription, and virtual assistance) to various clients around the globe 10.2012 – 03.2014 IBM BUSINESS SERVICES Case Management Process Lead o Provide functional support to Case Management Team o Serve as escalation point of contact of the team o Provide training when needed o Serve as the team’s Data Migration Specialist and ensure that al data migration tasks are carried out according to agreed turnaround times o Coordinate with the LMS System Admin when needed o Provide backup support to LMS System Admin o Provide backup support to Case Management Team Leader o Attend regular client meetings 10.2009 – 09.2012 IBM BUSINESS SERVICES HR Learning Practitioner o Provide technical support to learners who are experiencing issues with the online courses which they are enrolled to o Master all the processes supported by the team o Assist in the process documentation and management 01.2009 – 10.2009 ACS OF THE PHILIPPINES Customer Interactions Specialist o Perform all tasks required for a team supporting enrollment membership and billing ▪ Enrollment ▪ Cancellation ▪ Billing Information Update 05.2008 – 12.2008 SCOPEWORKS ASIA, INCORPORATED Conversion Agent o Support a team which provides real-time conversion of audio messages to text messages 06.2007 – 01.2008 INFORMATION ANALYSTS CORPORATION Information Analyst (Abstractor) o Generate abstracts of medical/drug files 10.2006 – 12.2006 INFORMATION ANALYSTS CORPORATION Information Analyst (Abstractor) o Enhance abstracts of machine-translated Japanese Chemistry Patents EDUCATION 06.2001 – 04.2006 PAMANTASAN NG LUNSOD NG MAYNILA Bachelor of Science in Chemistry CHARACTER REFERENCES Sheryl Baguhin Quality Assurance Team Leader AIG Shared Services – Business Processing, Inc. 0927 - Haydee Villanueva Continuous Improvement Subject Matter Expert IBM Business Services 0917 - Albert Belgica Operations Supervisor ACS of the Philippines (now Xerox) 0928 -