Providing full support to the progression of Digitalization of the center, and the organization as a whole.Responsible for designing, developing, and implementing new automation solutions for the organization using Macros via Visual Basic for Applications and Robotic Process Automation via UiPath. Also experienced with creating solutions that interface with the company's terminal application Rumba from Micro Focus. Comfortable with holding meetings with Stakeholders, SMEs, and POCs to ensure projects are in-sync with expectations. Responsible for testing, maintaining, troubleshooting, and enhancing projects post-development. Can also perform business analysis of projects during the design phase which includes assessment, measurement, and documentation of critical project details while collaborating with project owners for brainstorming and sign-offs. Responsible for accommodating pre-sales technical discussions with external customers on RPA solutions being offered by UiPath. Can handle technical consultations regarding products in the ecosystem as well as Proof of Concept presentations on demand. Leadership roles in the department include mobilizing engineers to fulfill tasks, complete requirements, attend workshops, and act on organizational directives from the top. Also comfortable with doing 1-on-1s and mentoring when needed, offering guidance and support to nurture the performance and well-being of colleagues within my sphere of influence.

Design, develop, and implement new automation solutions for the business using UiPath and Visual Basic for Applications (Excel). Able to interface projects with the company's terminal application Micro Focus Rumba. Meet with stakeholders, SMEs, and associates to make sure development output is in-sync with expectations. Perform user-testing, maintenance, troubleshooting, and enhancements of automation projects post-development. Perform business analysis of projects during the design phase. Assessing, measuring, and documenting critical project details and collaborating with project owners for sign-offs. Perform pod leadership duties to guide, support, and nurture the performance and colleagues within my sphere of influence.

Design, develop, and implement new automation solutions for the business using Visual Basic for Applications, specifically Microsoft Excel. Able to interface projects with the company's terminal application Micro Focus Rumba. Meet with stakeholders, SMEs, and associates to make sure development output is in-sync with expectations. Perform user-testing, maintenance, troubleshooting, and enhancements of macros after development.

Transitioned laterally to lead the North America Outbound Support Group for Ingram Micro Services in November of 2015. Handled direct-reports responsible for doing callouts to Ingram Micro customers to offer promotions, webinars, and events. Administration tasks remained the same, though with greater emphasis on POC development as the process leaves sufficient bandwidth for the associates to be trained and delegated with critical reporting tasks.

Promoted to lead the Call Center team for North America Customer Service in March of 2014. Handled direct-reports responsible for taking in the bulk of post-sales customer care calls for North America. Administration tasks include associate scheduling, associate coaching, performance management, facilitating team meetings and small-group huddles to make sure that the team is aligned with the department’s policies and procedures. Delegating tasks to POCs and developing would-be leaders by giving them opportunities and exposing them to a variety of scenarios. Creating relevant trackers and tools to help keep the team organized with handling information. Furnishing end-of-day performance reporting, managing the call queue and making sure associates remain productive and on-target. Assisting associates and taking care of the business by taking escalated calls and emails, following through with the necessary action points, and seeing the high-profile cases through to completion.

Worked for 9 years as a Vendor Logistics Specialist for the Ingram Micro Logistics group. Part of the team that provides Order Management support with the express task of taking good care of our vendors. Responsibilities include, but is not limited to, order creation, order manipulation, order troubleshooting, claims processing, returns processing, shipment tracking, shipment investigation, inventory reporting, and backorder reporting. Well-exposed to working with email, but is comfortable taking and receiving calls from warehouse contacts, carrier contacts, corporate contacts, and most importantly, the vendors themselves. Started the first five years of this post under the Ventus/SPI banner and then transitioned into the Ingram Micro Philippines banner 2010 onwards.

Worked for 2 years as a full-time phone operator. Trained to handle customer calls professionally and courteously by utilizing a good command of the English language. Trained to analyze, screen, and interpret each page request based on a combination of predefined guidelines and critical thinking. Trained to encode messages in a rapid, but accurate manner while simultaneously making sure that the customer gets what he or she needs during each call.

Worked for 6 months under contract as part of the store's kitchen crew. Specialized in the production of grilled food, but was also trained in a variety of other tasks including production of fried, frozen, and liquid menu items. Worked as a team player and helped the store achieve top marks nationwide during my tenure.