· Develop and manage the Oracle Support relationship with a designated large account,or small number of medium accounts, throughout the engagement and to maximizethe customers’ use of Support Services, drive high degree of satisfaction andreferenceability, and to protect and enhance Support revenue streams.· Represent the customer as a single point of contact within Oracle. Manage thecontract, or delivery engagement as defined by Oracle Service Support (OSS).· Develop and maintain relationships with senior management across lines of businessand third parties.· Develop solutions based on leading practices and deploy Support activities to ensureeffective delivery within agreed budgetary constraints.· Assure and improve the quality of the service, and maintain accurate accountinformation.· Leading contributor individually and as a team member, providing direction andmentoring to others. Work is non-routine and very complex, involving the applicationof advanced technical/business skills in area of specialization.

· Consistently earned E (Exceeds Expectations) rating, and O (Outstanding) ratingduring the Q1 and Q2 2018, in quarterly performance reviews· Assigned reviewer of Defect documentation drafted by Junior Reps (SCM Manila andToronto, and Manufacturing) to ensure the accuracy of the Defect, as well as theassessment of the Severity and Business Impact· Facilitated in-depth training sessions in Supply Chain Management andManufacturing topics· Supported New Hires through the Buddy Up program by sharing best practices andprovided timely feedback· Participated in the review, testing and preparation of the New Feature TrainingMaterials for the 2017.2 Release (Inventory Costing and Bin-Serial-Lot NumberEnhancements

• Utilize analytical tools and devise dashboards to maintain accurate and consistent tracking and objective reporting of current performance results of new hire and tenured classes.• Review, formulate and execute action plans to improve future performance results based on Kaizen methodologies.• Provide direction to other support units in the performance of the day-to-day responsibilities in line with the company’s Global Operating Model (GOM).• Collaborate with various business segments to communicate performance results and provide recommendations based on observed trends.• Accountable for achieving and driving operations and training performance metrics.• Ensure transition of students from training to the work environment, ensuring competency levels meet/exceed business expectations.• Facilitate onboarding, coaching, management, leadership and development learning programs for a new trainers (Program Ready Trainer).• Design and develop high-quality, interactive courses based on findings derived from needs-based analysis that combine multiple components for a positive user experience: presentations, simulations, activities, evaluations, job aids, and other materials as needed.• Team with subject matter experts to gather requirements and incorporate expertise and best practices into curriculums and learning objectives.• Apply effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a live classroom environment.• Monitor and complete daily training administrative work such as tracking of student data, timekeeping, and audits of Learning Events in Learning Management System, as required in a timely and accurate manner.