Ramil De Leon Email & Phone Number

Concord ON

Concord Ontario

Maintain the integrity of close to 700 CSAs (Customer Support Agreements); Help manage the contracts to a profitable completion; Offer support to the Branches during contract execution and support in the connected asset efforts within the dealership.

Concord Ontario

• Maintenance and administration of Toromont Equipment Monitoring Toolkit (EMT);
• Work with Toromont Programmers and IT Project Managers for EMT/Contract Tracking systems enhancements and bug fixes;
• Support Administrative Team in providing accurate contract billing to customers

Manila, Philippines

• Functioned as primary escalation (Support Manager) of Caterpillar dealers in the Middle East, India, China, Australia and New Zealand on business systems support
• Facilitated support related issue resolution within product organization (Accenture Manila Delivery Center and Dealer Distribution System in Peoria, Illinois); and
• Assisted in providing consistent and well functioning business system environment for each Caterpillar dealers in the North America, Latin America, Asia, Australia and the Middle East.
• Reduced issue resolution turnaround time from 3 hours to 1.5 hours by streamlining dealers’ batch processing. 50% reduction of wait time = 50% increased system availability.

Quezon City, Philippines

• Streamlined escalation of business systems related issues between Information Services Department and users by establishing Dealer Helpdesk System;
• Completed a Six Sigma Project as Green Belt on Service Quotation Conversion providing US$ 800K return to company in one year;
• Completed a process improvement project on Customer Support Agreement (CSA) and won in Singapore District President’s Award in year 2000 among Caterpillar Asia Pacific dealers;
• Supervised five module-coordinators on Dealer Business System (DBS) towards optimum utilization of Caterpillar business systems and compliance to systems requirements as set by Caterpillar; and
• Formulated sound and constructive policies and procedures on system security and data integrity;
• Ensured smooth and effective implementation of the set policies and procedures.