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 ● 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 best position the development team to deliver the best solutions● Testing of product features as required● Works with the Senior Product Manager to form and execute on strategic roadmap● Works with cross-functional teams and various stakeholders, including Analytics, Ad Ops, User Experience, Commercial, Marketing, Customer and Content teams● Support the execution of all processes in the product lifecycle, including product and market research, competitor analysis, planning, positioning, requirements and roadmap development, and product launch Show less

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 resolution and SLA)● 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 ● 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 resolution and SLA)● 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 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 to access GCash products● 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 customers’ behalf Show less

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, reducing the reliance and workload of Shopee’s relationship managers and financial loss from human errors.▻ Platform Ads: Improvements on… Show more ► 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, reducing the reliance and workload of Shopee’s relationship managers and financial loss from human errors.▻ Platform Ads: Improvements on bidding for placements on Shopee’s search results and even homepage banners allowed sellers to increase their exposure even more, further driving Shopee’s revenue from advertisements.▻ Seller Affiliate: A new portal was created for the Seller Affiliate Program where sellers with strong social media presence are given commissions for drawing in their followers and increasing Shopee’s buyers.▻ Seller Marketing: UI/UX of using seller marketing tools (e.g. Voucher, Bundle, Add-on Deals) are consistently improved with the objective of educating sellers on its benefits and improving adoption of these tools.► Led the product development request to enable sellers to sell Prescription Drugs in the platform, while being compliant with Legal, Business and Operation needs of the company.► Serves as liaison with local business teams and regional developers to design seller marketing products that would cater to the use cases of local sellers and internal operators► Conducts in-depth feature testing in testing and live environments, as well as train-the-trainer and demo sessions on product navigation with key stakeholders from business teams Show less

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 requests on feature improvements on Shopee’s marketing tools for sellers.► Monitored program and product adoption through… Show more ► 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 requests on feature improvements on Shopee’s marketing tools for sellers.► Monitored program and product adoption through semi-automated dashboards, co-created with our Business Intelligence team, and coordinated with various teams to award seller rewards (e.g., Free Shipping, Ads Credits, Vouchers)► Developed marketing and communication strategies (e.g., push notifications and email newsletters) to promote the program► Reported on average daily order growth of Shopee’s active unmanaged shops (est. 300K) to upper management regularly.► Planned and executed programs (e.g., Seller Rewards Program) for segments of the unmanaged pool, as needed.► Conducted a study of the effect of COVID lockdown on previously unmanaged shops through survey and phone interviews through random sampling. Show less

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 status during governance meetings.● 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● 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 status during governance meetings.● 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 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.● Coordinates with internal and client IT contact, including senior managers, to manage user access provisioning and testing, including incident management, using client tools and applications.● Worked with internal risk and compliance (R&C) and business continuity planning (BCP) teams to establish strong compliance and continuity.Project Management Officer:● Provides strategic project management support to different projects with Customer Service, Finance and Accounting, Knowledge Management, and Security Infrastructure Services projects based in India, US, and UK.● Ensures that best practices of strategic project management, such as reporting, documenting, RAID tracking, scheduling, and budgeting, are incorporated in the project through appropriate program control tools.● Coordinates with different teams to organize major client visits (e.g. accesses, accommodations, agenda) from Singapore and US. ● Helps manage technology (e.g. internal/external environments connectivity) & work environment (e.g. workstation deployments) aspects of the project. Show less

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