Patricia Francisco Capule

PATRICIA FRANCISCO-CAPULE, CSM® CUSTOMER OPERATIONS TEAM LEAD Certified Scrum Master Mobile: - Address: 4C Purdue Street, Barangay. E. Rodriguez, Cubao, QC Email:-Experienced Team Lead with a demonstrated history of working in the oil & energy industry. Skilled in Petroleum, Sales, Continuous Improvement, Business Process Improvement, and Training. Strong operations professional who graduated from Polytechnic University of the Philippines. Certified Scrum Master and Continuous Improvement Practitioner. SKILLS PROJECT MANAGEMENT ▪ Subject Matter Expert – understands the purpose of the project and its requirements. ▪ Adept in using different tools in managing the different phases of the project and in creating structure. ▪ Excellent Stakeholder Management. ▪ Comfortable in running meetings with different stakeholders. CONTINUOUS IMPROVEMENT ▪ Certified Continuous Improvement Practitioner, delivering more than $140,000 worth of value delivery savings for 2019. TRAINING FACILITATOR ▪ EICS (Excellence in Customer Service) Certified Facilitator ▪ Shell MarketHub SME o Prepared Training Plan and materials for External Customers and CSC Staff supporting Shell MarketHub o Delivered training to CSC and Philippines Retail and Global Commercial Customers ▪ GSAP Lead Super User for US Lubricants Customer Operations CUSTOMER SERVICE SKILLS ▪ Proficient in using various tools in Customer relations management (Casement, Super Siras, R3 and CRM); ▪ Strong organizational skills; ▪ Dispute Management and Resolution; ▪ Proficient in English – both writing and speaking; ▪ Adept in multi-tasking EXPERIENCE SHELL BUSINESS OPERATIONS 2006 – Present CUSTOMER OPERATIONS TEAM LEAD April 2017 – March 2020 US Lubricants Indirect Customer Operations Distributor South and Local Marine ▪ Lead and Manage o Provides leadership support and coaching to team including regular one to ones, IDP coaching, GPA setting o o o o Support team member development and actively manage succession planning Manage daily team resourcing, recruitment and selection of new Customer Operations Specialists Use and promote the Shell Employee Value Proposition Ensure the team complies to agreed Shell parameters (level of authority, Play Book, controls & procedures) ▪ Performance Management o Accountable for the overall performance of team members and the team, positively recognizing excellent performance and effectively managing any underperformance o Ensure all KPIs defined for the team are met, and team members are equipped with the knowledge, skills and support to perform them effectively o Champion Customer 1st culture and the behaviors required within the team to deliver an exceptional customer experience o Proactively liaise with other business stakeholders involved in operational processes (e.g. Sales, Marketing, Finance Operations, Credit, Retail) making sure performances and SLAs are met ▪ Compliance Management o Ensure team acts within strict HSSE, Shell Group Principles and Diversity/Inclusiveness guidelines, leading by example o Resolve compliance issues that may impact themselves, the office or customer environments ▪ Escalations and Complex Issue Resolution o Through collaborative leadership, drive resolution of complex customer issues in liaison with partners from other functions such as Sales, Marketing, Supply Chain & Logistics and Credit. o Act as escalation contact for Customers or Sales dissatisfaction issues related to Customer Operations Specialists or other service providers Continuous Improvement Use Continuous Improvement tools such as visual management, leader standard work, and the versatility matrix to support daily operations management. Develop and support a pipeline of CI activities with Operations Manager. ▪ ▪ ▪ ▪ Business Partner Engagement o Build strong relationships with Account Managers and Sales Leaders o Liaise regularly with business stakeholders to ensure the team has access to all relevant information to perform effectively in their roles. o Support Account Managers in business reviews. ▪ Data Integrity Management o Drive right first-time accountability of Customer Set up & Amend within operational team o Operationalize data quality metrics through full use of data excellence enablers and tool o Deliver Operational Excellence through acceptable level of data quality while ensuring cost effectiveness CUSTOMER SERVICE DELIVERY BUSINESS ANALYST July 2013 – May 2017 ▪ ▪ ▪ Supports the Customer Service Delivery Manager in leading the local implementation of projects, programmes and initiatives that have Centre wide implications. Ensures the delivery of change management programmes that impact CSC within their remit (either at Local, Cluster or Super Centre level). The scope covers the implementation of Downstream One changes in the CSC as a result of changes to strategy, IT applications and systems, organization design, business processes and policies including CSR. Project Management o Planning and monitoring the project activities for CSC Operating Units; o Prepares and maintains local project plan; o Ensures that Project Activities (Project Set Up, Communications, Testing, Training, Risk Management, Go Live and Close Out) are executed on a timely manner and any deviations are managed; o Collaborate and coordinate with CSC and other stakeholders and partners in ensuring that the activities are aligned and that potential interdependencies with other projects and their impact; o Reporting through agreed lines on project progress through highlight reports and end-stage assessments o Conducting a project evaluation review to assess how well the project was managed INTERNATIONAL CUSTOMER SERVICE PROFESSIONAL July 2010 – May 2012 ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ International Aviation First point of contact for International Into-Plane Aviation Customers, attend to customers and resolve customer requests via all mediums according to agreed service levels and standards Provide live resolved servicing and when live resolution cannot be achieved, make a date and time (DTC) with customer for resolution and ensure that DTC is met. Commit to meet individual KPI's, Team KPI's, and CSO KPI's Escalate immediately any operational and/or emergency issue that cannot be resolved. GSAP Super User GSAP Trainer – Prepares training plan and perform on-boarding and training of end-users; First point of call for end user queries. Address end user ‘how to’ questions and escalated issues that cannot be resolved to the Support Desk; Raise BAM tickets for GSAP technical issues; Participate in the SU networks for International Aviation; CAT Tester, conducted testing to a high standard to support the Process and I.T. related change activities for my area of responsibility CUSTOMER SERVICE PROFESSIONAL June 2006 – June 2013 ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ EDUCATION CAREER HIGHLIGHTS Shell Retail Team - Australia eCommerce Specialist supporting SCOL and Merchant Dealer Specialist supporting Shell Retail Customers. Team Office-in-charge (Team OIC) in the absence of the Team Leader. Assisted the Team Leader with Staffing, Schedule Adherence Monitoring and other administrative duties. Functioned as one of the focal point person for Shell Card Team’s Schedule Committee. Provided electronic templates for the Shell Card Team’s use. Member of the Shell Card Team Calibration Committee, who aims to align the business processes within the Shell Card Services. Spearheaded the training for the New Hires of the Shell Card Team. Trained and functioned as a specialist across all services of Shell Card Australia and General Enquiries. Trainer for Shell Cards Team: Prepares Training Plan for newbies and new processes and executes training activities Ensures that training manuals are up to date. ▪ JURIS DOCTOR Polytechnic University of the Philippines College of Law 2016 – 2018 ▪ BACHELOR OF SCIENCE IN ENTREPRENEURIAL MANAGEMENT Polytechnic University of the Philippines Open University System 2007 - 2013 ▪ Recipient of several Customer Service Professional of the Month, Support of the Month and awards since 2006; Team Lead of the Month ▪ Provided project support during the US Fuels GSAP Implementation in 2013 and performed the following: o Completed Detailed Plan for CSC; o Ensured project activities (LES, Go Live and Post Go Live) were executed based on plan; o Monitored and reported KPIs for CSC ▪ ▪ ▪ Shell People Survey 2019 Leadership Score – 97% Continuous Improvement Practitioner as at July 2019 Certified Scrum Master as at April 2020