Oneal Rosero

ONEAL ROSERO-| - https://www.linkedin.com/in/onealtr | https://onealtr.wordpress.com/ PROFESSIONAL SUMMARY Customer Support Manager | Onboarding Specialist | Learning and Development Specialist I am passionate about technology, at home and at work, and I am dedicated to making a meaningful impact on people’s lives. I am a strong communicator, and I am skilled in knowledge management, software development, and project management. I am organized and I pay great attention to detail. I am a perfectionist and I am quick to learn. I believe in continuous improvement. I love enabling others to solve problems independently, helping them maximize the tools available to them, so that they can set up an ecosystem where can be confident and productive, at work and in their daily lives. KEY COMPETENCIES ● ● ● ● ● Communication Skills: Technical knowledge is important, but so is accuracy, and consistent and efficient communication. With research, creative presentations, and written communication in English and Filipino, I improve user experience and solve technical problems, delivering competitive service to clients and bringing in new business. Knowledge Management: Across various systems and customer needs, I create and update organized documentation, design, and conduct training courses, and develop user and technical information manuals. I also conduct training needs assessments for various clients. Project Management: At the core, many endeavors are really just focused on problem-solving, and project management is one of the most useful, flexible tools for that. Through productive conversations and constructive feedback in a collaborative environment, responsive teams can solve and anticipate issues like budgeting and client needs, navigate crises, and adapt to different situations. Training Specialist: Selected as part of the first batch of participants in the Training the Trainers (facilitated by Guthrie-Jensen) and trained an average of 1,000 individuals per year since 2010. Training and supporting a range of clients from small startups to multinational corporations in manufacturing, BPO, and pharmaceutical industries. Onboarding: Specialized in preparing new clients, rotating staff, and company employees in using SaaS systems and business rules and processes. Utilized automation systems from Zapier, Slack, webinars, and remote training procedures for up to dozens of trainees. CAREER ACHIEVEMENTS Corporate IT Officer LCSI, Office of the Chairman, Lina Group of Companies, 2018 - 2020 Lina Group of Companies is a Filipino-owned conglomerate of over 21 companies with a focus on logistics and supply chain solutions. ● Responsible for leadership, deployment strategy, management, administration, and support of IT solutions for all companies in the Lina Group of Companies, including e-Commerce (Salesforce) API, Warehouse Management Systems (WMS), and Customer Relationship Management (CRM) systems. ● Responsible for developing agile solutions to persistent internal problems with software development within the Lina Group. As well as improving meetings, collaboration and communications between C-level executives and IT development teams. ● Developed solutions to streamline the process flow of the logistics supply chain for increased efficiency, ensuring KPIs are met on a regular basis. ● Guided the innovation of automated process systems for the supply chain to improve analytics for projection planning across different stages of the logistics process. ● Participated in the 2019 Philippine National Elections as part of the Air 21 Comelec Core team. Customer Technology Specialist E-Konek Pilipinas Inc., 2017 - 2018 The software firm provides web-based integration services between private companies and government agencies. ● ● ● ● ● Handled daily monitoring of the Customer Relationship Management (CRM) system and handling the assignment of new incoming requests to the responsible departments. Handled bug reports, information gathering, reproducing, reporting, data manipulation, and facilitated the escalation of technical issues and IT concerns between logistics clients, IT production support team, and development team. Utilized Facebook, Twitter, Viber, Skype--on top of email, online chat, phone calls, and SMS--to achieve faster response times to customer inquiries, concerns, and issues. Used automation tools to speed up the escalation for issues such as billing, development, and production support, as well as the updating of documentation for various departments. Coordinated the development of API integration between internal developers and clients such as Citibank Cards, FedEx, DHL, UPS, and clients with e-commerce stores including WooCommerce and Shopify Training Specialist - Freeports and Economic Zones E-Konek Pilipinas Inc., 2014 – 2019 ● ● ● Facilitated onboarding for new employees, transferees, and clients for various Software as a Service (SaaS) and business rules for corporate, government, and internal users, including the following services: e-Commerce API, Warehouse Management Systems (WMS) and Customer Relationship Management (CRM) systems. Created user manuals, client presentations, and webinars for 17 Software as a Service (SaaS) systems, customized across departments, and corporate levels from bike couriers to C-Level executives. Trained customer support representatives (CSR) to address customer experience and user needs via multiple platforms, increasing customer satisfaction by 50% over a span of one year. ● ● ● Served as a Subject Matter Expert (SME) in various software and hardware systems like Customer Relationship Management (CRM), Warehouse Management System (WMS) and proprietary software like the Domestic Freight System (DFS) deployed internally across companies in the Lina Group. Increased customer engagement by 50% over six (6) months through face-to-face training sessions and on-site seminars. In 2017, facilitated the deployment of new business rules for freeport import/export and transshipment via a year-long strategic information distribution, using regular dissemination of infographics and newsletter email campaigns, training sessions with an average of 400 to 800 attendees, and numerous client site training sessions. Area Manager - National Capital Region and Cavite E-Konek Pilipinas Inc., 2015 - 2017 ● ● ● ● Improved team coordination and communication processes with clients on-site and remotely, setting standards for all five Area Managers around the Philippines. Monitoring the company Facebook Page for customer concerns and inquiries, redirecting to marketing, billing, or development teams. Increased social media engagement exponentially over six (6) months: Facebook reach increased by 500% and post engagement increased by 300%, using email marketing automation methods to reach new and existing customers in the APAC region. During a complete system downtime in 2016, served as the single point of contact for 80% of concerns around the country. On board for over a week of calls and round-the-clock updates, and retained 100% of my clients. Business Analyst - Corporate IT Linaheim Corporate Services Inc., 2010 - 2013 LCSI focuses on human resources, accounting, and IT products and services for the Lina Group of Companies. ● ● ● ● Led software development through project planning, the definition of functional specifications and UAT, in relation to logistics, warehouse management, transport and delivery, GPS tracking, and supply chain planning. Developed business plans, training materials, and presentations for customers’ and employees’ use. Trained end-users for both in-house developed proprietary software and customizable off-the-shelf software, presenting their uses for government, private sector, and in-house projects. Optimized the Warehouse Management System (WMS) parameters to increase efficiency by 75% for multiple co-located clients’ inventory across three warehouses located around the Philippines. Project Manager - Corporate IT Cargohaus Logistics Inc., 2009 - 2010 Warehousing and storage services arm of the Lina Group of Companies. ● ● Supervised the construction, setup, training, and activation of a 35-seat customer service department with 24/7 operations and SMEs that improved customer satisfaction by 40% within six (6) months. Facilitated the onboarding of 60 Customer Support representatives. ● ● ● ● Developed instruction manuals for operational guidelines that are still in use today. Handled customer support and business planning, revising customer business development directions for the optimal application of available technology. Supervised the marketing department in customer management, including coordinating with clients and developing appropriate business for their specifications and growing needs. Performed project coordination roles between in-house developers and end-users, overseeing the implementation of testing programs to be used in various stages of development. EDUCATION University of the Philippines - Open University Multimedia Studies The University of the Philippines - Manila College of Dentistry National Institute for Information Technology Certificate in Web Development Programming: SQL Server, HTML, Java Programming ISO Training - Information security and document management ISO/IEC 27001 - Information Security Management System compliance ISO/IEC 27001:2005 - Risk Assessment and Management Amazon Web Services - Cloud Migration, Services, and Deployment