Mark Agullana

MARK P. AGULLANA 2B P.Tuazon Blvd. Cor. Kalantiaw St., Bgy. Tagumpay, Project 4, Quezon City Mobile No. -, E-mail Add:-FB:-OBJECTIVE To be part of a dynamic institution that will maximize and further enhance my multilayer management skills, customer service, training and quality assurance, people development, employee engagement, project, program and service management skills and values for the realization of the vision of the organization QUALIFICATIONS SUMMARY Operations Management · Project, Program and Service Management · People Engagement · Business Process Management · Operations Support · Product Development · Customer Relations and Client Management · Marketing and Research Major strengths include solid leadership, advanced decision making skills, competent and competitive, attention to detail, risk and compliance to policies and controls, communication skills, creative and critical thinking, and other administrative tasks. RESPONSIBILITIES Operational Excellence Proficiency anchored on 6 sigma principles. Greenbelt Trained. Business and People Management Outstanding working-relationship with People and with business systems and computers Performance Management Monitor group and individual member’s performance based from Key Performance Indicators (KPIs) to meet Service Level Agreement (SLA) Client and Escalations Management Support Team members through product knowledge, communications, customer engagement and escalations management Quality Management Participate in Quality and Process Calibrations for a lean, effective and efficient processes and operations Training Management Participate in Pre-Process Training, Process Training, Up Training, Training Need Analysis, Curriculum Design and Development and Return on Training Investment Business Product Development Participate in Business Product Creation, Testing and Development Initiatives Business Analytics and Process Improvements Participate in Business Analytics and Process Improvement Initiatives driving efficiency and effectiveness lowering cost, time and effort and delivering speed, quality and value add People Engagement Actively support HR on any people and engagement initiatives EDUCATION Polytechnic University of the Philippines (PUP) Graduate School Sta. Mesa, Manila Master in Educational Management (39 units credited, On Thesis Writing) 2014 - Present Polytechnic University of the Philippines (PUP) Sta. Mesa, Manila Bachelor of Science in Mathematics- WORK EXPERIENCE/AFFILIATIONS Unbound Manila Project, Inc., Libis, Quezon City, Philippines President of Board of Trustees, 2015-Present  Responsible for ensuring that the non-profit, non-stock organization is in compliance to local and state laws such as registration, permits, accreditations and certifications, tax filing and other financial obligations  Responsible for the protection of image, branding and other proprietary of the organization  Responsible for the oversight of Philippines operations of the foundation ensuring that it is compliance to the mission and vision of the organization by delivering programs and services to its members Accenture, Inc., BGC, Taguig City, Philippines Project, Program and Service Management Senior Analyst, 2016-Present  Responsible for the control delivery of programs, projects and/or managed services. Delivering desired business outcomes and/or service commitments through effective planning and execution. Managing the delivery effort including change, demand and support of operations management within schedule cost, quality, efforts and SLAs. Prioritize and manage program, project or contracted service. Manage issues and risks.  Responsible for the delivery of programs, projects and/or contracted services. Monitors delivery performance and quality using metrics and status reporting and implement continuous improvements. Supports the management of financials, contractual, and operational commitments in alignment with contract and original deal economics, as well as cost management targets  Responsible for the plan programs, projects and/or managed services. Baseline the scope and estimate and plan the work. Plan and manage resourcing/staffing within a globally sourced delivery model Accenture, Inc., Libis, Quezon City, Philippines Business Advisor Analyst,-  Responsible in utilizing industry or domain experience to delivery business value on a repeatable basis to clients. Delivers strategic business insights, aids decision-making to maximize client operations or uncover opportunities to grow revenue to reduce costs. Utilizes a broad set of analytical tools to recommend and implement improvements to client business functions such as demand forecasting, inventory optimization.      Provide functional expertise for key processes, products and solutions Works within and outside documented processes where appropriate applying judgment based services that deliver client value Develop strategic business insights and recommendations for improvements to business functions Provide next generation recommendations for process improvements to drive efficiency and cost saving Gather business intelligence for decision making Accenture, Inc., Libis, Quezon City, Philippines Service Delivery Operations Lead,-  Handles a team responsible in the provider data management for health care service coverage offshore.  Responsible in achieving team metrics and goals through a team handling multiple projects.  Responsible in work load capacity planning and management  Responsible in managing operations support teams – training and quality, workforce management and reporting shared services  Conducts periodic coaching sessions, performance evaluation of associates, and cascades information to keep the team technically and proficiently competent to meet service level commitments.  Builds positive internal and external customer relationships. Coordinates with client specific directives and proposes potential business initiatives.  Makes/proposes improvements to work products, services or processes.  Supports Talent Management process and career management for those on the team and builds skills needed to execute current responsibilities.  Handles operational responsibilities and tasks in the absence of the operations senior lead and/or manager. Undertakes operational excellence initiatives for the project and translates efforts to sustainable cost savings productivity. Accenture, Inc., Libis, Quezon City, Philippines Data Analyst Sr. & Project People Advocate Team Lead (PPA Lead),-  Act as Subject Matter Expert on various Provider Data Management products  Conducts floor support, coaching and mentoring  Work and coordinate with clients and customers’ issues and concerns  Conducts daily team huddles, operational excellence refreshers and Accenture practices  Process and work on transactions, requests and projects  Work with clients in creating strategies and solutions to complete a project  Manage People Engagement across Manila, Cebu and Chennai through the Engagement Model with 3000+ employees  Manage financials for People Engagement Programs  Create, Execute, Review and Update new and existing people programs aligned to Account Delivery objectives and HR’s targets Accenture, Inc., Libis, Quezon City, Philippines Data Analyst,-  Responsible for data entry and management  Ensuring that individual daily SLAs are met – productivity, quality and zero client and customers’ escalations   Work with team to ensure overall team targets are met Take on provider outreach, inbound and outbound calls to various cities and states in the United States Licensed Secondary Teacher (with Specialization on Mathematics): License Number:- Verify thru: http://www.prc.gov.ph/services/default.aspx?id=16 TRAINING Passed Level 1 Certification of American Health Insurance Plan (AHIP) April 10, 2015 CORE VALUES Best People. Accountability. Respect. Integrity. One with the Universe. PERSONAL BACKGROUND Age : Birthdate : Citizenship : Height/ Weight : Languages : 28 years old October 7, 1988 Filipino 5’ 6”/ 121 lbs. English, Filipino REFERENCE Mitzie Celeste M. Luna Senior Manager, Cluster Lead for all PDC Google Accounts Accenture, Inc. Mobile No.:- Dr Ma. Junithesmer D. Rosales Professor & Associate Dean of PUP Graduate School Polytechnic University of the Philippines Graduate School Mobile No.:- Ignacio B. Adalin, Jr. Service Delivery Operations Lead, Specialist Accenture, Inc. Mobile No.:- Patrick Jay Marinas Quezon City Cluster Coordinator St. Vincent Foundation for Children and Aging, Inc. (Local Name) UNBOUND (International Name) Mobile No-