Michael Angelo Gianan Email & Phone Number

Leader for change management activities of a top telecommunications company, with a targeted scope on Business to Business domain project delivery.Dimension delivery lead for Change Adoption, Enablement, Training, Communications and Engagement.Change practice pioneer for the change management group's transition and adoption to the ideal ways of working.

Philippines

Leader of Lean deployments in the organization to deliver maximum value to customers and the enterprise.Operational excellence index lead on global partners to assess effectiveness of deployments.Sustainability coach to drive continuous improvement through value stream approach.Lean leader coach to business leaders and associates on lean methodologies and practices,Lean greenbelt practitioner delivering through problem solving, Kaizen and continuous improvement opportunities.

Managed a team of global quality specialists to complete functional business sampling for compliance (Consumer Fraud and Know Your Customer). Issued quality evaluations in both voiced and non-voiced work items to meet business regulatory standards. Led calibration sessions and spearheads QA/business projects for process improvements.Assisted in hiring and on-boarding of QA staff in the country.Developed and delivered courses/materials for both new hires and experienced employees related to core, product and business training.

Philippines

Issued quality evaluations on global process related to Know Your Customer, Consumer Fraud and Suspicious activity. Led global calibrations sessions for sites in Lithuania, Costa Rica, US and the Philippines.Identified process and policy opportunities for continuous improvement.

Philippines

Delivered and created training materials/curricula for AML specialist to handle calls and transactions related to fraud monitoring and suspicious activity. Issue quality evaluations in alignment to AML policies and global customer service standards.

Philippines

Delivered client requested training for new hires, product specific skills, and multi-skills. Mentored operation’s associates for client certification and endorsement. Created training and learning materials for new and existing processes. Contributed to the regular training needs analysis and actions planning for site performance improvement.

Philippines

Provided support to WU agent locations and general inquiries by responding to phone calls and emails. Developed process improvement tools that increased handling efficiency.

Provided support to store agent locations personnel and general inquiries by responding to phone calls and emails. Queries include:-Transaction changes-Refunds-General Inquiries-Credit Limit Adjustments-Escalations

Worked as a technical support specialist for general inquiries and requests related to customer’s television, telephone and internet service for US customers

Started as customer service personnel who processed credit card related requests by answering phone calls from high value client for a local bank. Role evolved to issuing call evaluations to peers that promote customer focus and product expertise