Marlon Ramirez, Msit Email & Phone Number

Valenzuela, Ncr, Ph

Metro Manila, Ph

Metro Manila, Ph

Major Responsibilities:1. Champions the Voice of the Customer in the organization by leading a team that monitors overall and touchpoint CSAT and NPS, and handles various research/studies for business insights generation in order to: a. improve service and product quality, b. deliver the desired customer experience, and c. increase customer lifetime value. 2. Leads the Digital Transformation Roadmap for Customer Experience Department.Implemented the Customer Recovery Case Management System (Microsoft Dynamics 365) and Enterprise Customer Experience System (Qualtrics).Key Accomplishments:1. Institutionalized the CSAT and NPS as key corporate metrics for customer experience that aided performance monitoring of products and services across customer touchpoints.2. Led the implementation of Customer Recovery Case Management (CRCM) Tool using Microsoft Dynamics 365 in September 2018 that significantly improved the response (from 45% to 84% within SLA) and resolution rate (from 74% to 83% within SLA). 3. Completed the implementation of Customer Intelligence Analytics (CIA) Tool using the Qualtrics Platform in April 2019 that enabled real-time monitoring of overall and touchpoint CSAT and NPS, including detailed customer feedback, as well as reducing the customer research period from 2 months to just 1 week.4. Led a team of Insights Officers to design, execute, and provide analysis and recommendations on various customer research. Completed at least 40 customer research or studies on an annual basis and shared results to stakeholders e.g., Corporate Marketing, Product Research and Development, Sales, Ancillary, Mabuhay Miles, Cabin Services, Catering, Airport, etc.

Metro Manila, Ph

- Completed the One Cargo System Evaluation in April 2015. Deputy Project Manager of a 15-member team from ISD, Cargo Business, Cargo Accounting and Credit & Collections, in charge of formulating the business case and securing IT Steering Committee project approval. - Implemented the CargoSpot Net Rating Project for Cargo Domestic Operations in June 2014. Deputy Project Manager of a team comprised of Cargo Sales and Operations and Cargo Revenue Accounting. - Developed 5 regular Sales Ancillary reports and completed 15 ad hoc reports for sales agent audit, passenger incident investigation and complaint management monitoring purposes.- Prepared monthly Customer Pulse Report for monitoring of customer service and product performance across the organization.- Project team member of Cargo systems-related projects, e.g., Online Booking, Website enhancement, and CargoSpot System upgrade.

Metro Manila, Ph

- Launched the Online Feedback Form in August 2013 as part of Know-Your-Customer (KYC) strategy. Project Manager of a team in charge of requirements gathering from various customer touch points and development and testing of the online form. - Developed the Passenger Nationality Report and submitted to Risk and Insurance Management in line with PAL’s annual renewal of aviation insurance.- Deployed the auto-generated weekly management report that monitored the materialization of Business Class Upgrade Ancillary sold at airport check-in counters.- Programmed various ad hoc reports on complaint management for audit and compliance purposes.

Metro Manila, Ph

- Deployed the enhanced Case Management and Customer Feedback Monitoring tool in March 2013. Project Manager of a team comprised of system specialists, IT business analysts, and system users from various customer touch points, in charge of finalizing the requirements, performing acceptance tests, and conducting user trainings. - Completed in February 2013 the Customer Relations Business Impact Analysis as part of business continuity procedures.- Tested and signed-off in October 2012 the Service Compensation Module of Passenger Sales System and formulated the systems procedures for Customer Relations. Served as the Subject-Matter Expert (SME) on behalf of Customer Relations.- Implemented the Paperless Complaint-handling Process using the Customer Affairs Service Audit (CASA) System that reduced processing time and administrative costs last March 2012. - Enhanced and consolidated the handling workflow in March 2012 for PAL contact center, ticket offices, and other back-end units involved in the capture-report-resolution of passenger feedback. - Represented Philippine Airlines (PAL) and participated in round-table discussions in September 2011, at Reykjavik Iceland, together with other airline representatives on industry practices in customer management.- Deployed the Customer Relations Dashboard on Feedback Handling and Cost of Settlement, including the Quality Index Performance for Complaint Management in June 2011. Performed the roles of Data Modeler and Dashboard Developer with the assistance of other CASA Specialists for data integrity validation.- Completed 11 ad hoc reports for higher management and deployed 7 additional regular reports to various requesting units.- Conducted CASA training to 46 system users from various customer touch points. - Monitored productivity of contractual personnel in their data validation, file upload, and other systems-related functions.

Metro Manila, Ph

- Conducted product briefing and system training sessions to 200 system users from PAL ticket office supervisors, airport station managers, and other back-office system users in Manila, Singapore and Australia. - Completed and deployed in February 2010 the online interactive user manual for CASA, the PAL’s customer feedback management system.- Succeeded in timely cut-over to production last January 2010 for Enterprise Data Warehouse Project of PAL Marketing Department. Primary tasks included completion of the Source Data Mapping (SDM) document, formulation of business cases as test scenarios, user acceptance test, and data validation.- Built and submitted 8 annual regular canned reports through Oracle Discoverer for Customer Relations’ regulatory and feedback monitoring requirements and completed 14 ad hoc reports for higher management.- Conducted and signed-off acceptance tests for 5 major system upgrades and enhancements projects.- Performed day-to-day administration of CASA, resolved system incidents, and responded to regular user queries and assistance.

Pasig City, Ph

Provided administrative and executive assistance to University Secretary and VP for Academic Affairs of the Management Committee in their work of governance. This included systematized filing, registry, implementing decisions, undertaking preliminary studies and analysis, conducting background research, reviewing policies, and spearheading special projects, e.g., online university-wide survey, online policy manual, and process improvement in University Secretariat’s operations.

Master Of Science (Ms), Information Technology

Bachelor Of Science - Bs, Information Technology

Liberal Arts And Sciences, General Studies And Humanities