GIRBERT AYR GERONIMO BAYLONGO
1485 F. Jhocson Street Sampaloc, Manila Philippines, 1008
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SUMMARY of QUALIFICATIONS
11 years of experience working in the Outsourcing Industry in the Philippines and has accelerated to different functions of
the business. Experience handling different LOBs for the business which includes Information Systems, Service Desk,
Billing, Customer Service and Technical Support. Also had a solid experience with support functions which includes
Reporting and Analytics, Workforce Management, Transitions and Mobilization.
Extensive experience handling multiple start-up projects which includes contact center and service desk operations. Involved
in the project’s Knowledge Transfers, Process Documentation, Hiring and Training.
SKILLS
Project Management
Enterprise Implementations
System Migrations
Requirements Definition and Analysis
Project Scheduling
Team Building and Leadership
Project Budgeting and Costing
Quality Assurance
Operations Management
SLAs and KPIs Management
Reporting and Analytics
Workforce Management
Escalation and Client Management
RPA Initiatives
PROFESSIONAL EXPERIENCE
IT PROJECT MANAGER
Syntel InfoTech Inc.
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Manages the overall Offshore IT Operations of the client which includes locations in the Philippines and India
The team includes a total of 2 Team Leads, 20 Level 1 Service Desk Associates and 8 Level 2 Associates
Responsible for the overall transitions of different IT Projects from due diligence to steady state
Attends and facilitates Change Advisory Board Meetings and gives suggestions in accordance to industry and ITIL
best practices
Acted as a Critical Incident Manager and Problem Manager of the client’s IT Organization
Worked with the client’s managed services leadership team and internal transitions team in defining the SLAs for
both IT groups
Started the team’s Knowledge Management Processes
Ensures that ITIL best practices are being adhered by the team
Worked with the company’s internal team to implement HR and Admin policies and ensures adherence by the
whole group
Promotes automation and handled automation projects within the organization
VENDOR PROJECT MANAGER
Cognizant Technology Solutions Philippines
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October 2016 to present
May 2016 to July 2016
Handles a team of 25 FTEs (comprises of 2 Team Leads and 4 SMEs)
Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering
continuous improvement and exceeding Service Level Agreement (SLA) performance.
Manages metrics, ensures customer satisfaction, and reporting statistical performance levels related to the
process.
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Meet client expectations for call center metrics and call quality. Assure all required daily reporting is generated and
distributed
Ensure compliance with client and regulatory requirements
Maintain quality control of employees’ work by output monitoring, performance review, and employee
development.
Establish processes to improve overall performance.
Maintain positive relationship with clients.
GLOBAL SERVICE DESK MANAGER
INFOSYS BPO Limited – Manila, Philippines
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Responsible for driving the KPI performance for the account.
Ensures SLAs results are delivered, achieved.
Reports SLA results back to the client and the company’s management during weekly, monthly and quarterly
reviews.
Acts as the Critical Incident Manager for Service Desk and the account’s Retail Support, Level 2 Function.
Work with the different tower leads of the company’s IT Organization to achieve an effective and efficient service to
the customers.
Ensures that ITIL Framework is practiced and observed.
Oversees the client’s project management activities particularly new stores deployment.
Handles a pool of project coordinators and ensures the projects handled are delivered on the timelines agreed with
the customer.
Acts as Service Desk and Retail Support Escalation Manager.
HELPDESK / SERVICE DESK SHIFT SUPERVISOR
INFOSYS BPO Limited – Manila, Philippines
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February 2013 to July 2015
Ensure service requests are acknowledged and resolved in a timely manner with technical expertise and a
superior level of customer service
Monitor ticket queues and manage service requests by assigning and prioritizing tasks, escalating issues and
resolving problems
Perform quality monitoring to identify trends, validate accuracy and provide opportunities for improvement
Promote and enforce quality service guidelines, effective response times and provide expert insight into general
support issues
Establish Key Performance Indicators (KPI) and ensure performance expectations and Service Level Agreements
(SLA) are met
Prepare and present performance metrics reports to management
Resolve escalated issues and provide top tier, on-call, after hours support
Support management and analysts when short staffed and during system outages
Review, recommend and implement department processes and procedures under the guidance of management
Partner with management regarding staffing, performance evaluations and disciplinary action
Manage department schedule, ensuring adequate coverage
Partner with various IT groups to support objectives and complete projects
Effectively coach team members on operational procedures, troubleshooting techniques and cross train to
maximize knowledge base
TRANSITIONS ANALYST
ACCENTURE, INC – Manila, Philippines
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July 2015 to April 2016
May 2012 to October 2012
Assist the Cross Operations Leads in pro-actively promoting the Center to transition more works and services to
the organization.
Ensures smooth transition out of any function or services as mandated by Global leadership.
Act as the subject matter expert of the organization on transition and mobilization related matters, and represent
the organization in all transition and mobilization related meetings, initiatives and projects.
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All other tasks particularly infrastructure related ones that the ABS leadership may assign.
Transition In Assist the Cross Operations Lead in looking for more work opportunities to transition to the organization.
Program-manage all transition of works and services coming to the organization including securing all necessary
approvals or sign offs, status reporting, etc.
Lead the due diligence process and documentation of processes to be transitioned to the organization including
setting SLAs, KPIs, and OLAs.
Prepare analysis and validation of scope of services to be transitioned to the organization, including coordinating
with our GS-BIS team for resource requirements (i.e. manpower, technology requirements).
Co-accountable with the identified Delivery Lead for smooth transition and mobilization including target metrics
accomplishment until “Go Live” stage.
Transition Out Co-program-manage all transition of works and services going out of the organization including securing all
necessary approvals or sign offs, status reporting, etc.
Prepare analysis and validation of scope of services to be transitioned out of the organization.
Coordinate with leadership and on the redeployment and/or termination of employees affected by the transition
out of scope of services.
CUSTOMER SERVICE TEAM LEADER
ACCENTURE, INC – Manila Philippines
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Promote a strong customer care culture based on Company strategy, standards and policies.
To assist the Operations Manager with any high-level internal or external customer complaints
Lead, manage, and develop a team, setting and encouraging high standards of performance and professionalism,
in line with SLA’s and KPI’s set.
To create and manage a staff development process for the department to enable the Operations Manager to
deliver effective succession planning
Analyse staffing numbers and workflows to ensure efficient utilization of resources
Proactively investigate and respond to any instances of potential fraudulent internal and/or external activities,
reporting outcomes to the Operations Manager
To take responsibility for productivity, quality and resourcing which will assist the Operations Manager to comply
with budget
To work in partnership with the training department to resolve training needs within the Contact Centre
To ensure your team manage attendance/quality/productivity/attitude of Contact Centre employees, working in
partnership with HR, following relevant company procedures
Effectively coach team members on operational procedures, cross train to maximize knowledge base
OPERATIONS ANALYST | REPORTING and WORKFORCE ANALYST
ACCENTURE, INC – Manila, Philippines
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November 2008 to May 2012
September 2007 to November 2008
Develop in-depth call center efficiency analysis for budgeting and forecasting.
Produce daily/weekly/monthly performance reports and track all aspects of phone center performance.
Produce in-depth analysis and report results to Management on the call center performance.
Information Systems
Assist in maintaining the daily production schedule of core business systems.
Assist with analysis and provide programming services to modify existing programs and write new programs.
Develop a general familiarity with a subset of the business systems of the organization.
Design and support all management tools that will be accessed.
Develop and manage MIS tools for our Client Relationship and Sales Force.
Participate in the testing of programs and systems to help ensure they work.
Work with projects that relate to the building of additional MIS resources.
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Create intraday, daily, weekly and monthly forecast of call volumes for the project.
Experienced in creating schedules of the agents and monitors project’s capacity plan
CUSTOMER / TECHNICAL SUPPORT REPRESENTATIVE
ACCENTURE, INC – Manila, Philippines
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September 2006 to September 2007
Answers queries from customers thru telephone conversation.
Awarded as one of the best representative on numerous occasions.
Recipients of Customer Service and Customer Satisfaction Awards from the project and recognized by vendors
and clients.
TRAINING AND CERTIFICATIONS
PROJECT MANAGEMENT FUNDAMENTALS and BEST PRACTICES
Syntel InfoTech Inc
October 2016
GOOGLE ADWORDS TRAINING and CERTIFICATION
Cognizant Technology Solutions Philippines
June 2016
ITIL v3 Foundations
Infosys BPO Limited, Manila, Philippines
May 2013
LEAN SIX SIGMA (YELLOW BELT)
Accenture, Inc., Manila, Philippines
June 2010 and October 2011
EDUCATION
BACHELOR OF SCIENCE MAJOR IN ACCOUNTANCY
Philippine School of Business Administration, Manila, Philippines
June 2001 to May 2005
