Eldrick Joseph Mutuc Email & Phone Number

• Translates product roadmap features into well-defined product requirements including features, user stories, and acceptance test criteria
• Translating business-to-technical requirements
• Prioritizes and maintains the sprint backlog for assigned products, balancing the requirements of stakeholders
• Documentation and training on product changes affecting stakeholders
• Represent product strategy and stakeholder requirements with the delivery team - articulating value clearly to… Show more
• Represent product strategy and stakeholder requirements with the delivery team - articulating value clearly to best position the development team to deliver the best solutions

Taguig, National Capital Region, Philippines

• Led customer experience design and strategy for GCash account management and login, optimizing user experience (CSAT and ticket volume reduction) and customer and driving operational efficiency (first-contact.
• Pushed self-service options for customer issue resolution through continuous and iterative product and system improvements, chatbot intent optimization, and help center and internal knowledge base documentation
• Created an end-to-end customer journey from the… Show more
• Created an end-to-end customer journey from the app screen to customer support for account owners unable to login due to unsecure devices, educating them on device security and troubleshooting and alternative methods.
• Improved automated upgrade of GCash account profiles by rectifying system cron job criteria and scheduling issues
• Conducted regular and iterative investigations on common login issues and enacts solutions such as revising in-app error prompts to include troubleshooting steps and empowering agents to resolve the issue on the.

Philippines

► Oversees the entire product lifecycle (from feature request to release) of Shopee’s marketing tools for sellers in order to support the local market’s use cases and objectives; highlighting below product improvements and their impact:▻ Campaign Promotions: Sellers can now self-nominate their items, along with Shopee’s recommended campaign prices.

Philippines

► Spearheaded Seller Rewards Program initiative to engage new shops (est. 900K invited) by rewarding sellers for completing fundamental seller tasks.► Initiated product development requests for an automated version of Seller Rewards, together with the Product team, and oversaw its release and roll-out► Served as the business PIC providing feedback and.

NCR - National Capital Region, Philippines

• People Enablement Lead
• Oversees, with focus on existing project management rigor, internal and external recruitment of 75 FTEs with Finance & Accounting and language (Thai) profiles, including managers and associate managers, and reports.
• Enables 18 FTEs for knowledge transfer sessions at overseas client location under work permit arrangements.
• Sources recruits through coordination with delivery managers for internal transfers and recruitment… Show more People Enablement Lead
• Sources recruits through coordination with delivery managers for internal transfers and recruitment team for external hires.Technology and Work Environment Support:
• Manages, with transition lead, technology and work environment for 130 FTEs, including seat and workstation deployment and floor management.

Ortigas Ave., Greenhills, San Juan

Observed and participated in examinations about treasury transactions.Created manuals for the treasury dealing system for the department’s six desks.

Bachelor Of Science - Bs, Business Administration And Management, General, 1.3125

Activities and Societies: The Honor Society of Phi Kappa Phi, UP Association of Business Administration Majors Magna cum Laude; Dean's.

Secondary Education

Activities and Societies: Newsletter Club, Student Council