Abraham Damen Aniciete Email & Phone Number

Quezon City, Philippines

• Liaising with Operations Manager to maintain and improve WU Agent satisfaction within North America region.• Responsible for providing efficient quality of service to WU Agents through the daily management of the team.• Support, assist and train Technical Support team in handling difficult Agent PC and equipment issues.• Responsible for assisting the manager with development, analysis and implementation of staffing, scheduling and reward and recognition programs.• Evaluate individual performance and make sure employees are familiar with the format of the appraisal and evaluation process. • Liaising with different departments in order to work on key projects and provide support for campaigns.• Responsible for motivating and coaching the Technical Support Team members. • Recruit and select talented and customer- focused candidates to work within the organization.

 Delivers Lean Management training bootcamp to partner sites' employees on deployment of WU Way Lean design elements.  Coach partner change agents, managers and employees on the Lean tools. Facilitate problem solving sessions, identify issues and develop recommendations. Evaluate skills matrices for partner change agents and supervisors. Evaluate the Lean maturity adoption of partner change agents, managers and the partner sites.WU WAY LEAN DEPLOYMENTS: VXGZ – Implementation LeadVXI Guangzhou, ChinaNovember 2018 – February 2019 TPEG – Co-Implementation LeadTeleperformance Cairo, EgyptJuly 2018 – October 2018 SIBA – Change AgentSITEL Baguio City, PhilippinesApril 2018 – June 2018 VXQC – Implementation LeadVXI Quezon City, PhilippinesFebruary 2018 – April 2018 TPPU – Change AgentTeleperformance Puebla City, Puebla, MexicoOctober 2017 – December 2017 CCOE (Care Center of Excellence) – Change AgentWestern Union Headquarters, Englewood, Colorado, USAMarch 2017 – September 2017

Quezon City, Philippines

RESPONSIBILITIES• Performs a lead role in the Incident and Problem Management Team.• Investigate root cause of major incidents within WU Systems Infrastructure.• Ensure Problems are properly identified, classified and logged globally. • Provide on-call support for critical issues.• Prioritize Problem Management activities, monitor and escalate P2 problems.• Coordinate multi-departments bridge to assist in resolving major application issues.• Provide technical analysis of major systems issues for senior management.• Create documentation for other departments to reference.• Change Deployment Production Validation Lead• Configure Money Transfer software applications for Network Agents

Dell Certified Systems Expert for CBG and XPS Systems

MSN Groups, Live Spaces, Microsoft Passport, People.Net

Bs In Computer Science, Major In Database Management

Activities and Societies: Wesleyan Knights - College Basketball Varsity, President of the Sigma Phi Fraternity Eta-Wesleyan Chapter, Vice.

Bs In Computer And Information Science