Sheila Bathan Gonzales
502-D Canteras St. Bry Old Zaniga Mandaluyong City
Mobile No.: -
Email:-
PROCESS DEVELOPMENT PROFESSIONAL – BUSINESS
PROCESS OUTSOURCING, CONTINUOUS IMPROVEMENT,
SUPPLY CHAIN MANAGEMENT, and PROCUREMENT
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More than 20 years of strong leadership experience in customer
service and support with recognized strengths in strategic planning,
problem-solving and root-cause analysis, project management, and
process improvement implementation.
Possess solid computer skills.
Excellent working knowledge on Office systems: MS Excel, MS
Word, MS PowerPoint, MS Visio.
Ability to train, motivate, and maintain productive workforce.
Highly analytical, fast-learner, and results-oriented professional.
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Consistent in completing process outsourcing for documentation
and front office customer service processes, with email handling
tasks at 100%
Key customer retention and reactivation
Proactive planning to sustain continuous service even during contingencies
Created and maintained individual scorecards for regular performance
review and coaching
Standardized workflow for optimizing resources.
Profile
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Synopsis of Achievements
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Employment
Solid Cement Corporation
Sep 2019 – Mar 2020
Continuous Improvement Analyst for Procurement
• Responsible for the monitoring and improvement of the P2P process
(Purchase Requisition to Purchase Order) including closure to final
invoicing.
• Primary point of contact for Sustainability and Health and Safety
evaluation of Suppliers and Contractors in compliance with the
company global policy.
• Works in coordination with all concerned departments for the liquidation
of open advances and down payments on Purchase Order (PO) level.
• Provides support for Warehouse on inventory optimization.
• Responsible for monitoring contract expiration and extension ensuring
PO transactions are delivered accordingly.
• Coaches and guides end users on PO management and ensures
effective housekeeping of ageing and open POs.
• Formulation and documentation of new process as improvements or
revisions to existing processes.
Offshore Business Processing Inc. Ltd.
Aug 2017 – Sep 2019
Process Excellence Officer
• Primary responsible in the formulation of operating guidelines and
procedures on products and services, regulatory requirements and
operational concerns
• Documents the operating areas of the company and constructs
workflows for business process through flowcharts, procedure notes
and associated quality documentation as required.
• Conducts audits as scheduled to ensure that all company policies and
standard operating procedures are being complied by all departments.
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Identify, design, recommend and document improvement of business
processes of the company and the clients
Responsible for driving the efficiency targets across all departments
while at the same time ensuring that the global SLA targets are met
or exceeded.
Coaches and guides continuous improvement resources and ensures
effective deployment, completion of projects and delivery of benefits.
Offshore Business Processing Inc. Ltd.
Jul 2015 – Aug 2017
Project Implementation Officer
• Primary contact for the entire implementation process, managing
both short- and long-term projects, from planning to execution, and
up to stabilization before full launch to Operations.
• Responsible for the comprehensive documentation on campaigns and
ensures delivery on time, within scope and budget.
• Conducts regular calls and meetings with the offshore clients,
providing updates on the progress of implementation.
• Establishes a defined structure on internal coordination between
Recruitment, Training, and Operations to guarantee calibrated
departmental processes relative to campaign requirements.
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Provides assistance to the Process Development Manager in
driving process improvement and change management, applying
the lean and six-sigma methodologies in order to exceed client
expectations, and to develop efficiency within the company.
Maersk Global Service Centre Phils. Ltd.
2004 - 2014
Customer Service Manager for Imports Process
• Works in coordination with country port authorities, other local
country customer service agents and internal service
departments on needed follow up to ensure smooth delivery of
cargo to the customer per agreed contract terms
• Assists with customer issues by keeping close communication
with other colleagues, locally and globally, in order to
ensure prompt exception handling.
• Facilitates pre-arrival requirements and import manifest
processes
• Monitors individual and group performance against established
Key Performance Indicators and exceeds where possible, and
takes corrective action when necessary
• Continuously drives waste reduction through data analysis, and
recommends improvements to relevant parties
• Forecasting and planning of workload for optimum task
distribution.
Quorum Lanier Phils., Inc.,
Operations Supervisor for Documentation
• Manages group and individual performance on attendance,
production, quality and work attitude, and evaluates them on a
scheduled basis through a Performance Appraisal System
• Provides necessary training to Operations Department staff on
projects assigned to work on to ensure quantity and quality of
work that needs to be delivered to clients offshore
• Coordinates directly with the Project Managers based
offshore in keeping track of all project conventions and
specifications.
• Assists Production Supervisors in adjusting work schedules, staff
and project allocation, and assignment of tasks
based on workflow and timetable
1996 - 2004
ZesT – Engaging and Empowering Teams2
Trainings and Seminars
2013
Maersk Global Service Centre Phils., Inc.
Leader of Others
2011
Maersk Global Service Centre Phils., Inc.
Handling of Dangerous Goods
2010
Philippine Ports Authority
Effective Leadership: Managing Our Resources
2003
Quorum Lanier Phils., Inc.
Effective Presentation Technique
2003
Quorum Lanier Phils., Inc.
Supervisory Development Program
Quorum Lanier Phils., Inc.
Education
Ateneo de Manila University Graduate School of Business 2009
Diploma in Business Process Outsourcing
Mapua Institute of Technology 1995
Bachelor of Science in Computer Engineering
References Furnished Upon Request
2002
