Nestor Marc Villamor Iii Cipt, Itil Email & Phone Number

Cebu, Central Visayas, Philippines

As the Senior Manager, Technical Services Operations, I oversee the smooth functioning of the Technical and Data Analysts, and Platform Technical Support teams. My role involves developing and executing strategic plans aligned with the company's objectives, fostering high-performance teams, and ensuring excellent customer care. I lead and mentor team managers/leaders, guide talent identification and career development, and communicate business goals effectively. Collaborating with other managers, I ensure consistent service delivery and that workload is managed efficiently. With a focus on enhancing customer satisfaction, I lead with sound decision-making, problem-solving skills, and the ability to implement solutions that benefit both customers and the company.Additionally, my role is also responsible for delivering training to enable continuous improvement and spearheading initiatives to exceed goals and expectations.

Cebu, Central Visayas, Philippines

As a dynamic leader, I excel in driving teams to support data analysis, tracker mining, audits, digital property scanning, and technical analysis. My approach centers around empowering employees to take ownership of their jobs and goals, while fostering a culture of accountability and delegation. Through ongoing coaching, feedback, and inspiration, I motivate individuals to achieve their best.With a focus on key performance indicators, I consistently drive improvements in customer satisfaction, operating efficiency, product quality, and employee satisfaction. By collaborating closely with sales teams, I develop effective strategies to enhance customer implementation experiences and cultivate strong customer relationships.Resource planning and operations budgeting are areas I manage with precision, ensuring optimal utilization of resources while delivering exceptional results. I foster a spirit of teamwork and unity within my department, encouraging open dialogue, conflict resolution, and embracing diversity of ideas.Monitoring operational performance against goals and milestones, I strike a balance between service excellence and customer expectations. Special projects are developed and implemented in collaboration with my team members, fostering their growth and professional development.Continuous training and education are core principles I uphold for my team, ensuring they stay at the forefront of industry trends and advancements. Moreover, I actively partner and collaborate with Cebu and SF Manager peers, delivering consistent and high-quality customer care across locations.

Cebu City

Lead the team which supports privacy assessments, certifications, scanning and tech analysis and empower employees to take responsibility for their jobs and goals, delegate responsibility and expect accountability, provide ongoing coaching, feedback, and inspiration; drive key performance indicators; including customer satisfaction, operating efficiency, product quality, and employee satisfaction; work with sales to develop strategies to improve customer implementation experience and customer relationships; manage resource planning and operations budgeting processes; foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity; monitor operations performance against goals and milestones to balance service and customer expectations; develop, implement and work with team members on special projects; ensure continuous training and education for team members; partner and collaborate with Cebu and SF Manager peers in delivering consistent and quality customer care.

Worldwide Marketing

• Collect available PIFs (Product Information Files) from product planners to create LPMD data entries for all products including printers, MFPs or AIOs, and all options, warranties and supplies• Work with WW Marketing and geographical marketing to understand which products will be announced in each geography or country which will be the basis for brochures creation• Copy / Create products marketing data as required for products being announced• Create any new Tech Specification (Tech Spec) attributes, values or units needed for the new products. Be aware of Tech Spec creation effect on XML Modules performance. Notify users of any Tech Spec changes. Tech Specs become public information on public products. All attributes and values must be legally appropriate• Enter marketing words in LPMD as needed while working with WW Marketing or geography/country marketing for any products• Provide LPMD product information for review to product planners as well as WW Product Marketing Managers• Localize products to geographies after WW Marketing review. Also receive geography reviews before localizing products to countries as appropriate• Localize products to countries and edit product part numbers to those appropriate for that geography or country• Work with WW marketing and planners as well as geography marketing managers for any necessary edits to LPMD data as required for legal reasons, especially claims data• Ongoing review of LPMD data to correct information as needed• Creates training materials and provides LPMD Training for all users• Determines and provides IT security access rights and privileges.• Coordinates with developers for opportunities to improve the tool

• Oversees the day-to-day operations of the NA Sales and Product Support Team (Copier Dealers Inside Sales Support, Progressive Inside Sales Support, Traditional Inside Sales Support, Web Commerce and Product Support)• Monitors different mailboxes to ensure SSRs respond accurately and in a timely manner• Provides coaching and feedback• Handles escalated inquiries from business partners and stakeholders• Attends and facilitates meetings with the team and business partners in NA• Provides the SSRs with proper training of tools such as SFDC, DealDesk, Package Builder, IC, IWP, ICBM, and SAP for them to perform their tasks effectively and efficiently• Uses experience and knowledge to address the team’s issues and concerns regarding said tools• Ensures the team keeps track of all requests• Sends reports, updates and plans/proposals to business partners and stakeholders that will allow them to create better sales strategies and opportunities• Coordinates with other Lexmark teams and/or departments to ensure the team is updated on different business processes• Performs QA evaluations on e-mails• Assists the team manager with administrative tasks• Utilizes SFDC and helps manage cases (requests) within the said tool• Tracks and monitors quotes within SFDC

• Monitors e-mails and performs QA evaluations• Provides coaching and feedback for team members• Assists the team manager with administrative tasks• Helps in the development of initiatives and in organizing R&R activities

• Responds to requests for product recommendations• Announces/updates the NA Sales Team with product news and FYIs• Provides competitive analysis for the NA Sales Team• Creates TCOP (total cost of printing) and CPP (cost per page) calculations for the NA Sales Team • Provides pre-sales support for solutions and hardware product inquiries coming from the NA Sales Team• Monitors the Sales Force Home Page (SFHP) site on Innovate, a database/repository of information submitted by various collaborators from Lexmark • Maintains the Sales Product Lookup Tool, which I co-developed• Creates customized sales presentation materials for specific customers depending on their needs• Acts as administrator of Lexmark’s Customer Benefit Analyzer (CBA) tool

• Provides training materials and assistance to new intakes about color laser printers• Specializes in technical support for customers and technicians who use color laser business machines• Resolves in-depth queries in a systematic manner independently or with internal contacts or resources and external business partners• Deals with internal and external customers at all levels via telephone and e-mail to ensure successful communication via active listening and probing questions

• Assists US customers with their credit card problems, requests, and inquiries• Provides retention options to dissatisfied customers