Mavi De Vera Email & Phone Number

Philippines

Provides executive leadership oversight and strategic direction for Five9 PH's Services Team comprised of Professional Services, Customer Support, Technical Account Management and CS Operation Teams. Responsible for driving operational excellence, aligning cross-functional teams, and ensuring seamless service delivery to meet and exceed customer expectations. My role focuses on fostering collaboration across departments, optimizing team performance, and supporting continuous growth and development to enhance customer satisfaction and overall business success.

Philippines

- Overall leader of the Professional Services Center of Excellence (CoE) Team in the Philippines- Provides strategic leadership and oversight to ~100 Professionals (4 Sr. Managers, 3 Managers, 93 Consultants, Engineers, and Project Managers); dedicated and responsible for customer SaaS & premise implementations across all Genesys product lines delivering exceptional Genesys solutions.- Leading Genesys Engage, Genesys Cloud, PureConnect, Self Service & Automation (SS&AI), Project Management, DevOps, Custom Application Support and Quality Assurance Services Delivery deployments and implementations.- Maintain a strong focus on client relationships, conducting regular check-ins and ensuring high levels of customer satisfaction.- Collaborate with cross-functional teams to identify client and operational needs, propose tailored solutions, and drive business growth through upselling and account expansion.- Owns the execution of functional strategy and the operational direction of the group.- Contributes in the creation of and implements company and function-wide policies and practices. Provides input to executive management. Accountable for financial results within their respective area, which can have visible impact on organizational performance.- Responsible for organizational development including team modeling, recruiting, product training, leadership coaching & development and employee engagement

Philippines

- Oversees the entire Professional Services Delivery Operations in Manila, PH - from Genesys Engage Core, Genesys Cloud, PureConnect, Self Service and Artificial Intelligence (SS&AI), Custom Apps Support, Project Management and Quality Assurance Implementation. - Coordinates very closely with Global Leaders to drive best practices and standards among the team.- Responsible for operational strategies, employee engagement and KPI delivery of the site.- Directed and managed a team of ~70 professionals in delivering Genesys solutions, exceeding client expectations, and achieving high customer satisfaction rates.- Collaborated with sales teams to identify new business opportunities and provided pre-sales support to secure new contracts.- Developed and maintained strong relationships with key clients, resulting in repeat business and referrals.

Manila, Philippines

The PS Operation Manager will be responsible for the work activities, skill development and administration of the Professional Services implementation team based in Manila. Daily functions will include but are not limited to managing team assignments and scheduling, ensure teams are adequately trained and well prepared for customer engagements, provide coaching as warranted, monitor work progress, act as the interface to the client regional project delivery teams and customer interactions, manage escalations, provide effort estimation based on customer requirements and regional teams input, and removal of any progress inhibiting barriers. In the PS Operations Manager role, the successful candidate will report to the Vice President of Global Practices and support Global Practice Directors responsible for different segments of client product portfolio. The goal of the role is always to provide the best customer experience for our customers and partners.

Manila, Philippines

The Service Delivery lead oversees offshore operations and is responsible and accountable for:• Overall direction of offshore business process and service fulfillment activities• Overseeing successful delivery of offshore service fulfillment activities based on contractual service level agreements• Communication of strategy initiatives and budget management to client and ACN onshore engagement leads• Financial management for offshore operations, including understanding and managing budget, tracking actual costs, reviewing expenses, and reviewing invoices for accuracy • Consistent application of human resource processes including career development, salary review, re-sourcing, and performance management across the teamResponsibilities/Authorities Primary:• Interprets client strategic direction and vision, and sets policies and goals across area of responsibility, requiring significant long-term business planning and forecasting.• Interprets Accenture strategic direction and vision, and sets policies and goals across area of responsibility, requiring significant long-term business planning and forecasting.• Operates autonomously with latitude in meeting objectives and enacting change.• Is recognized as a business partner by client teams, always keeping the client perspective in mind when directing their area of responsibility. • Responsible for the management of quality/business process excellence for offshore operations.• Responsible for Annual Planning and Forecasting of project’s goals and measurement to those goals• Responsible for meeting performance/SLA measurements • Improves business performance by initiating and promoting continuous improvement programs across the unit. • Responsible for staffing and transition needs• Leading Offshore Managers and Specialist in strategy and project vision

Manila, Philippines

- Manages client expectations and understanding of the contractual and commercial requirements for their area of responsibility. Provides and implements business-focused solutions in fulfillment of contractual obligations.- Is recognized as a business partner by client teams, always keeping the client perspective in mind when directing their area of responsibility. - Accountable for deliverables assigned to area as specified in plan.- Ensures that deliverables meet the appropriate project/program, development, and quality standards.- Responsible for Performance/SLA tracking and reporting to client and ACN engagement leads (Main offshore POC).- Implement order tracking from order receipt, activation, and test complete.- Coordinate performance and process optimization analysis.- Oversees the development and ongoing management of all detailed planning, estimating, forecasting and scheduling activities for a major enhancement or new development effort. - Oversees the development and ongoing management of all detailed planning, estimating, forecasting and scheduling activities for a major enhancement or new development effort. - Provides education / guidance to client and/or Accenture management, and acts as a role model within Accenture.

Manila, Philippines

• Works with members of the client’s Training team to learn the Fulfillment job function training materials and then is certified to conduct training • Leads training sessions with individual team members and groups of team members • Is recognized as a business partner by client teams, always keeping the client perspective in mind when directing their area of responsibility. • Manages client expectations and understanding of the contractual and commercial requirements for their area of responsibility. • Accountable for deliverables assigned to area as specified in plan • Ensures that deliverables meet the appropriate project/program, development, and quality standards. • Identifies ongoing training needs with Fulfillment team leads • Ensures all Client training materials are distributed to the appropriate teams • Improves business performance by initiating and promoting continuous improvement programs across the team. • Provides education / guidance to client and/or Accenture management, and acts as a role model within Accenture.• Share knowledge with colleagues/team members relating to own specialization• Encourages and implements continuous improvement measures on day-to-day basis within area of responsibility • In conjunction with offshore manager, works to ensure development of group members’ skills • Works with offshore management to create and maintain work plans

Manila, Philippines

Key Responsibilities:- Handles 5 FTEs (5 Provisioners)- POC for four (5) premium accounts --- a leading provider of secure, reliable, and scalable connectivity to the global financial community; an establishment that operates a chain of discount stores across the US; a diversified financial services company providing banking, insurance, investments, mortgage and consumer finance through almost 6,000 stores, the Internet and other distribution channels across North America and internationally; a global provider of Claims Solutions and a National (US) chain of rent-to-own stores, offering furniture, appliances, electronics and computers.- Quickly understands the business issues and data challenges of client's organization and industry.- Identifies client organization's strengths and weaknesses and suggests areas of improvement.- Reviews and edits requirements, specifications, business processes and recommendations related to proposed solution.- Develops functional specifications and system design specifications for client engagements.- Ensures issues are identified, tracked, reported on and resolved in a timely manner.- Works with client personnel to identify required changes.- Communicates needed changes to development team.- Assists in enforcement of project deadlines and schedules.- Takes input from supervisor and appropriately and accurately applies comments/feedback.- Communicates and applies project standards.- Manages resources in accordance with project schedule.- Consistently delivers high-quality services to our clients.- Assists in the facilitation of team meetings.- Delivers informative, well-organized meetings with direct reports.- Pushes creative thinking beyond the boundaries of existing industry practices and client mindsets.- Perform traffic analysis and capacity management of trunking and transmission facilities.- Coordinate delivery of services to sites with Local Exchange Carriers

Reporting to the President and COO of the Company. Manages the learning of the organization’s workforce. Delivers system training sessions to clients and new hire employees; devises training strategies for the organization. Ensures Excellent Customer Service via variety of channels such as providing assistance and advice to clients using the organization’s products or services; Communicating courteously with customers by telephone, e-mail and face-to-face; Keeping accurate records of discussions or correspondence with customers; Writing reports analyzing the customer service that the organization provides; Visiting customers to provide a one-to-one service; developing feedback or complaints procedures for customers to use and meeting with Board Members to discuss possible improvements to customer service provided.

Worked as a Technical Customer Care Representative under an ISP/Technical Support Program. Responsible for representing international clients to their customers by handling calls promptly, interacting with customers to determine their needs, and providing consistent, high quality service and accurate information to the customers. Extensively trained as a leader with technical and communication skills combined. Met daily a higher set of metrics as expected by the program. Shared best practices with other agents and performed at a level to influence new and tenured representatives to perform.Awards and Recognition:- Received 12 Convergys Power of One Cards- Star Performer: Earned thirty two (32) commendations from customers- Certificate of Recognition: Achievement for completing the Communication Skills Improvement Plan- Assistant Team Leader - Drivers for Improvement: PPM Awardee for the month of June (2006) for Most Improved Effectiveness

Manila, Philippines

Worked for Inbound Customer Service. Focused on helping our clients deepen and broaden their relationships with their customers. Dealt with inquiries, transactions & financial issues related to clients' accounts. Have been into extensive communication training as well as had been cooperative in the team, which I belonged to.Worked in the Outsource/Outbound Department. Mainly focused on Sales and Telemarketing skills through International clients. Has been into comprehensive communication and sales training as well for development growth in the company. In addition, I was chosen to be part of a pioneer program in the company focuses on data entry and analysis for our clients abroad.