Founder of startup, The Green Asia Shop Inc.Handled the US incorporation of the company. Launched online store through Shopify, Amazon and eBay.Partnered with ShipBob for the US fulfillment requirements.Negotiated with suppliers and manufacturers to get the best products with right price.

Managed the migration projects of 2 SMB clients.Responsible for the preparation of SOW scoping & estimates, project planning & documentation, project delivery management, & various aspects of service management across our service delivery team.

Spearheaded the Cisco UCCE upgrade from version 8.5 to 10.5 of client’s call center. The project scope is 600 contact center agents and technical teams from India and USA.Supervised the work of 10 team members for the Cisco parallel projects that implemented third party applications.Contributed to 2 executive presentations and 3 reports that were used project evaluation and process improvement.Completed all phases of 3 Contact Center projects from Initiation to Project Closure.

Responsible for the Business change request process.Project manager of change requests that will be handled as small projects. We used the Reliable Proposition Deliver (RPD) process which has Inception, Initiation, Commitment Review, Fitness for Launch and Goal Achieved checkpoints.Serve as point of escalation if there are issues encountered after implementation of the change request.Complete the Business Requirements Document (BRD) and High Level Document (HLD) to identify the… Show more Responsible for the Business change request process.Project manager of change requests that will be handled as small projects. We used the Reliable Proposition Deliver (RPD) process which has Inception, Initiation, Commitment Review, Fitness for Launch and Goal Achieved checkpoints.Serve as point of escalation if there are issues encountered after implementation of the change request.Complete the Business Requirements Document (BRD) and High Level Document (HLD) to identify the scope of requirements to ensure approved solution are delivered and minimized the impact to resources. Show less

Build strong relationships with the contact center leaders.Study the business operations and their critical business activities. Understand the telephony infrastructure and explain the system to the Business leaders so that expectations on the system are properly set.Serve as point of escalation to the users of the applications and provide appropriate and timely communications.

Manage the Headcount and Capacity planning between Manila and Bangalore.Coordinate with the Training/Tools/Technology teams in order to have a smooth integration/implementation of plans into the capacity/forecast plan.Member of core team that is responsible for launch of new Businesses in Manila.Standardize the change management process of all Small and Medium Business (SMB) teams.

Participate in the Forecasting, Scheduling and Outlook processes.Conduct weekly headcount review to determine if the Business needs to hire new agents.Recommend schedule changes if there are shortages against the staffing requirements.Create new reports to support the Business managers through analyticsDevelop and conduct analyst related courses to improve RTA’s capabilities.

Manage the call queues of Dell businesses to achieve 80% Service Level.Coordinate with the Business managers if service level failed after a 30-minute interval. Discuss the outlook for the day with the managers and recommended an action plan to meet the service level target. Mentor new RTAs with basic Workforce concepts.

Handle the service level monitoring of the MSN Technical Support queues (voice, chat and e-mail support).Use the forecasting tool Blue Pumpkin to analyze if agents will be allowed to go on Early Out so that productivity was maximized. Create and manage the process for assigning e-mail tickets to Level 1 and Level 2 email support agents. Act as Point of Contact (POC) for PC and Telephony issues between the Operations and IT teams.