Carmen Licopit Email & Phone Number

Melbourne, Victoria, Australia

Auckland, New Zealand

- I oversee the project life cycle of capital works & property maintenance projects, from confirming the scope of work, facilitating the design phase, managing the procurement process, managing the construction contract, the programme & budget. - I establish Project Control Groups (PCG) composed of the Principal to the Contract, the Lead Designer & Quantity Surveyor. I facilitate & attend meetings with the PCG, Design Team & Project Team, & ensure communication channels & reporting systems are well-established. - I evaluate & provide advice on procurement options to best deliver the project scope of work & objectives. I assist the Principal with the selection & engagement of consultants including architects, engineers and surveyors. I manage the procurement of main contractors in compliance with the government procurement requirements. I preside over the tender evaluation meetings & prepare the procurement recommendation for the Principal’s approval. - I observe the construction phase, represent the Principal, manage the programme, budget & ensure contractual requirements are met and quality results are delivered. I assess & negotiate variations & payment claims promptly & fairly. - I coordinate project handover/completion & ensure all required reports, certificates, warranties & as-builts have been obtained. I advise the Principal of any statutory requirements prior to taking possession of the project & issue final certificates & documentation. - I develop 10 Year Property Plans of public property assets to ensure these are well-maintained & budgets are optimised. I review the current condition of the property asset via a desktop meeting & coordinating the physical condition assessments covering essential infrastructure such as roofing, drainage, plumbing, electrical & heating. I facilitate meetings to discuss the Principal’s vision for their property assets & proposed works and prioritise what can be achieved within the budget.

I implemented various IT solutions for new and existing clients:o Coordinated efforts for the first outbound sales program of the company. Achievements include selecting and launching a hosted dialer solution for the client and integrating data for reports automation.o Managed the implementation of voice, email, chat solutions for brick-and-mortar and work-at-home multilingual teams.o Spearheaded multiple migration to client’s Telecoms and Systems platforms. This included integration of Workforce Management Systems and data warehouses.I managed multiple ramp initiatives for US companies and coordinated efforts in scoping business requirements, hiring, training, workforce management, IT build and performance management. One of the more aggressive ramps was that of a 700-agent program across 3 regions (Philippines, United States, and Costa Rica) in a span of 3 months.I managed numerous facilities-related projects:o Managed site implementation in Eastern Europe covering Facilities, IT and Administrative (i.e. Legal, Finance, Supply Chain, Human Resources, Recruiting) buildso Spearheaded facilities-related initiatives that address improvement in efficiencies in workflow and optimizing space and revenue-generating seats.

(Convergys / Stream Global Solutions)

In my 10 years in Operations Management, I supported various Fortune 500 companies in telecommunications, finance/banking and travel. Largest I supported was a team of 700 agents. I improved performance in metrics such as Average Handle Time, Customer Satisfaction & Issue Resolution by rolling out these initiatives:o Process & tools to analyse metrics. Findings were used to implement training, process improvement & enhancements in real-time performance management.o Extensive Performance Improvement Program for agents & supervisors.o Comprehensive Rewards and Recognition Program for individuals & teams. o Escalations Process, which included transferring priority calls to supervisors or a team of high-performing agents.o Team of Subject Matter Experts who facilitated up-skill or refresher training classes & handled floor support.o Call back process to efficiently follow through on customer concerns.I managed Gross Profit of accounts with various billing models: call-minutes, per transaction or productive hours.o Forecasted annual revenues & costs based on historical data and market trends. This included quarterly reforecast based on current trends.o Ensured maximum revenue by closely monitoring shrinkages brought about by absenteeism & unproductive time; addressed metrics that relate to bonuses or penalties.o Meticulous monitoring of call centre costs & efficiently rolled out initiatives to manage costs.I hosted & participated in regular Business Reviews with clients and senior leadership. Preparations included data analysis, action plan reviews and showcasing these in a strong PowerPoint presentation.I led a team of Managers & Supervisors. I supported leadership development through effective mentoring & coaching. This included skip level meetings, regular discussion of competencies & action plans to address opportunities.I spearheaded the development of the Balanced Scorecard across the organization.

Certificate, Mid-Level Manager Program

Competency based curriculum on leadership development program by Harvard Business Publishing and the Business Process Association.

Candidate, Mba

Bachelor Of Arts - Ba, Psychology

Activities and Societies: Ateneo Psychology Society, Ateneo Catechetical Instruction LeagueGraduated with Honors