James Ignacio Email & Phone Number

National Capital Region, Philippines

-Overseeing the day-to-day operations across the Asia-Pacific region. Ensuring that all service levels and department's metrics are on acceptable or exceeding level.-Responsible for managing the overall operations of the Global Support Teams and providing service and support to end-users for global applications, and providing, monitoring and support services for a client focusing on online testing and certification-Reports to the Senior Vice President of Operations, managing and planning the Global Support strategies, and ensures that such strategies, directions, and programs are executed by the Global Support teams. -Responsible for the hiring, development, and management of all APAC positions, including the leadership positions. Being a member of GSM Management, it will need to ensure that the GSM processes and policies are implemented in a consistent manner across Global Support teams. -Coordinate and liaise with other Department Managers of GSM, as needed. -Responsible for the development and update of Global Support teams processes, standards and systems to ensure best practices are maintained.-Responsible for ensuring a high quality of service is maintained by the Global Support teams. -Review budgets for the Global support department on a monthly basis and ensure they comply with company's operating guidelines and objectives, and that expenditures remain within the allocated budget. -Act as a Vendor Manager, responsible for performance, contractual and support management of BPO/Call Center contractors. Ensuring that all contractual obligations were reviewed on a monthly and quarterly basis. In addition, ensuring that all contractors schedule, coverage and capacity are based on the forecast and would meet SLA commitment.-Ensuring all production hours, invoice, billing and other charges were reviewed and confirm before sending to accounting for processing.-Ensuring knowledge, process and updates were also given to the contractors.

Ortigas, Pasig City

Overseeing Day-to-Day Operations of the department to ensure departmental KPI’s and SLA’s are achieved.-Manage and drive performance from the Operation Supervisors and team members in meeting their goals.-Determines operational strategies by conducting needs assessments, performance reviews, and capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews.-Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.-Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems communicating job expectations planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.-Prepares performance reports by collecting, analyzing, and summarizing data and trends.-Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Ayala, Makati City

Handling a 24/7 Global Service Desk Operations for a Clinical Research CompanyOverseeing Day-To-Day operations of the Service Desk Unit to ensure KPIs and SLAs were achievedManage and drive performance of the Service Desk Agents to meet program specific commitmentsCreate forecast, analyze patterns and check coverage within the operations scheduleAct as a the Point of Contact for Escalated Issues from users and management

Ortigas Center, Pasig City

-Handling Operation Team Leader for Underwriting, Field Visits and Back Office. -Overseeing Day-to-Day Operations of the department to ensure departmental KPI’s and SLA’s are achieved.-Manage and drive performance from the Operation Team Leaders and team members in meeting their goals.-Creating department’s schedule, coordinate and assign duties to Operations Supervisor.-Creation, revision and implementation of Procedural Manuals/Modules of the department.-Act as the main Point of Contact for escalated issues from clients and higher management.- Proactively create, evaluate and analyze processes for each team to be guided accordingly and for continuous improvement.-Sending daily, weekly and monthly statistics report of the team to the Chief Operating Officer.- Creating statistics analysis for each and every KPI’s for each team.-Doing extensive coaching and training to Supervisors to improve agent’s stats and product knowledge.-Conducting final revalidation and interview of applicants for the Department.-Create Incentive Bonus Scheme for each and every team members of the department.-Assuming the role of Project Manager for Operations and Sales Optimization and implementation of created process for interconnected departments.-Participate in the development and presentation of proposal for business development.-Doing weekly review of each Operations Supervisors on their weekly tasks and weekly performance.-Proposing and controlling of the budget base from the given headcount and cost by COO.-Creating capacity planning base from the objectives and targets set by the COO.-Joining weekly Top Management Review for process revisions and approval of new processes.-Weekly and Monthly Performance review with our COO.

-Real-time IT Service Support Ticket Update on all Departments to maintain accepted SLA's.-Updating ticket review updates in sharepoint to make sure it is viewable real-time.-Creating Reports and Review on Daily P1 Tickets on each business centers.-Creating Trends and Behavior Report of IT Service Support Tickets.-Calling of Centers not using IT Service Support web based ticket application.-Monitoring and Updating High Risk and Escalated Tickets.-General quality checks through calls/tickets – target specific issues.-Calling on the IT Support hotline to make sure it is accessible 24/7.-Creating new processes for all IT Service Support.-Evaluating old IT Service Support process and changing it to adapt to new technologies used within the IT Service Support groups.-Assuming the role of the Reports and Data Supervisor - Making sure that all reports are accurate and sent or before the deadline.-Assuming the role for IT Revenue Supervisor - Making sure that all IT additional services were billed on our clients timely and accurately.

Handling a minimum of 15 Technical Support EngineerHandling escalated calls from Technical support agentsMonitoring the queue for the program and managing the agent’s auxes.Monitoring calls of team members to be guided accordingly and for continuous improvement.Sending daily, weekly and monthly statistics report of the team to the Operations Manager.Develop Action Plans based on agent’s performanceCreating Performance Improve Plan (PIP) for the teamCreating statistics analysis for each and every KPI’sDoing extensive coaching and training to improve agent’s stats and product knowledge.Taking over Client Call Calibration together with the QASConduting final revalidation and interview of applicants for the account.Conducting and facilitating Product-Specific Training and handling nesting.

Handling a minimum of 15 customer support agents.Handling escalated calls from customer support agents.Monitoring the queue for the program and managing the agent’s auxes.Monitoring calls of team members to be guided accordingly and for continuous improvement.Sending daily, weekly and monthly statistics report of the team to the Operations Manager.Develop Action Plans based on agent’s performance.Creating Performance Improve Plan (PIP) for the team.Creating statistics analysis for each and every KPI’s.Doing extensive coaching and training to improve agent’s stats and product knowledge.Taking over Client Call Calibration together with the QAS.Conduting final revalidation and interview of applicants for the account.Conducting and facilitating Product-Specific Training and handling nesting.

Bachelor Of Science (Bs), Business Administration And Management, General

Education record