Solet Ira Javier-Miclat Email & Phone Number

Angeles, Central Luzon, Philippines

Angeles, Central Luzon, Philippines

• Manages all non-operations department in the company – Finance, Payroll, Human Resources, Recruitment, Project Management, Training and Development, Facilities and Administration, Corporate Management and Compliance.• Works closely with the Company President and General Manager creating, growing, and building a world class, industry leading organization and in managing day to day business in the company.• Partners with Company President and General Manager to achieve favorable financial results with respect to sales, profitability, cash flow, mergers and acquisitions, systems, reporting and controls.• Provides management to staff and leadership teams that aligns with the company’s business plan and overall strategic vision.• Sets challenging and realistic goals for growth, performance, and profitability.• Creates effective measurement tools to gauge the efficiency and effectiveness of internal and external processes.• Spearheads the development, communication and implementation of effective growth strategies and processes.• Works with other executives on budgeting, forecasting and resource allocation programs.• Works closely with senior management team to create, implement and roll out plans for operational processes, internal infrastructures, reporting systems and company policies all designed to foster growth, profitably and efficiencies within the company.• Motivates and encourages employees at all levels as one of the key leaders in the company including but not limited to professional staff, management level employees and executive leadership team members. • Forges strategic partnerships and relationships with clients, vendors, banks, investors, and all other professional business relationships.• Fosters a growth oriented, positive, and encouraging environment while keeping employees and management accountable to company policies, procedures and guidelines.

Angeles City, Philippines

• Managed projects and administrative functions such as finance and payroll within the company and serves as the director of project management overseeing corporate projects• Managed a shared services group of graphic designers, applications developers and reporting analysts which provides project-based services to clients• Met with prospective clients for shared services group to talk about specifications, problems they are trying to solve and their needs.• Created solutions for clients and presented options with resource, timeline, and cost analysis• Oversaw and implemented solutions selected by clients and manages the same as projects from conceptualization to actual launch and transition

Angeles City, Philippines

Leads the planning and implementation of projects across the organizationFacilitates the definition of project scope, goals and deliverablesDevelops full-scale project plans and defines project tasks and resource requirementsAssembles and coordinates project staff, manages project budget, and manages project resource allocationPlans and schedules project timelines, tracks project deliverables using appropriate tools, and provides direction and support to project teamConstantly monitors and reports on progress of the project to all stakeholders, and presents reports defining project progress, problems and solutionsImplement and manage project changes and interventions to achieve project outputs, project evaluations and assessment of resultsProvides leadership and guidance to project managers to ensure all projects are well organized, on brief, on time, and on budget, from kickoff through delivery meeting expectations and success targetsShares, teaches and reinforces the use of Project Management best practices across the organizationReviews and approve all estimates and project plans developed by project managersProvides and sets expectations to managers on growing the business with existing clients through recognition of opportunities, performance, and relationships. Understand client needs and propose new work when necessary.Works and coordinates closely with resource management functions.Reviews scopes of work as required and ensures alignment of requirements.Develop templates for estimation, expense tracking, and project management when necessary. Recommend software as needed. Be responsible for consistent and effective reporting using any templates or software tools. Train leaders and team members as needed on tools used to manage and track projects.

Angeles City

Established organizational metrics and defined high-level plans to achieve themOversee creation, curation & content modification efforts for all training programsOversee delivery of content & provide qualified feedback to facilitatorsFunctions as contracting partner to all Professional Development vendors, facilitators and speakersManages Training and Professional Services budget and manages plans for forecasting & cost containment effortsFunctions as organizational liaison and works with other business leaders to plan content shifts/new programsSupervises and manages a consistent program of quality assurance and review to ensure continuous compliance with various individual regulations through a variety of quality assurance proceduresOversees and monitors Clients' Project direction, status and satisfactionDrives process change in order to increase Client Satisfaction and meet department and company goalsPromotes a culture of high performance and continuous improvement commitment to delivering quality deployment services.Leads an effective and efficient solution development cycle from business needs assessment, course design and development, to determining technology learning environment requirements, and measures of training effectiveness – encouraging innovation, flexibility and collaborationProvides deep program oversight to Team, Executives and Other Departments (stakeholder management, program design decisions, delegation of responsibilities, final material approvals, and project management)

Angeles City

Manages 5 Trainers and 10 QAs across 2 Program LOBs with 350 production headcountDeveloped training curriculum flexible to the trainer and trainees personalitiesDeveloped Trainer and QA Scorecards and Job Expectations to ensure optimum output from training and quality assurance activities.Developed up-skilling curriculums and training modules for trainer and QA developmentOversees a team of Quality Assurance Analysts and Trainers and their training curriculum development, training collateral upkeep, training communications and delivery, quality assurance processes including targeting and analysis and ensure closed-loop communication between Quality and Training teamsLiaise with subject matter experts, account leadership both within the company and the client's organizations as the centralized point of training development and deployment.

Angeles City, Philippines

Maintained a good client relationship through partnership, process recommendations and consistent above goal performance.Identified and created solutions for customer and end-user pain points.Developed processes, reporting models, and trackers to ensure optimum output on different departments such as Training, Quality, Sourcing and Recruitment, and Operations.Lead analysis and execution of action plans to address Key Performance Indicators Opportunities

Angeles City, Philippines

Managed 2 teams of QA Specialists from 2 LOBs ensuring efficiency, proper utilization, contractual compliance and value-add to all stakeholders.Developed processes, reporting models, and trackers to ensure optimum output from quality assurance activities.Implemented Six Sigma Projects to working with different departments which improved KPI targets.Recognized as 2014 Q2 Aztec Awardee for Support Functions and 2014 Samurai Awardee for Support Functions which is a special citation for employees with optimum contribution to the company.

Angeles City, Philippines

Lead six support teams for 2 AT&T Line of Businesses, with a total of 21 support people to ensure all are doing their specific tasks accurately and efficiently, thus giving value-add to the programSet and define goals for support teams, and ensure all are meeting and exceeding goals through skill transfer, mentoring and coachingPlans, Initiates and Implements action plans based on programs pain areasCompletes administrative tasks such as IROZ, scheduling and other HR related issues.Creates necessary analyses to identify process pain areas to come up with revisions and reinventions of processes to ensure Client and End-user SatisfactionJoins and Facilitates internal and external meetings with Operations, Support groups and ClientsCreated business reports and templates to ensure that data and analysis are easily understandable up to agent levelCreates Weekly, Monthly and Quarterly decks and attends Business Reviews both internal and externalImproved Sales Validation Process to ensure the integrity of sales, information and reporting accuracyImproved Sales Backtracking process to reduce Cancellation of Sales and increase Posting rateCreated Reporting standards on Sales now used across AT&T Sites and Vendors.

Angeles City, Philippines

Lead three support teams with a total of 15 headcount to ensure all are doing their specific tasks accurately and efficiently, thus giving value add to the programSet and define goals for support teams, and ensure all are meeting and exceeding goals through skill transfer, mentoring and coachingCreated business reports and templates to ensure that data and analysis are easily understandable up to agent levelInitiated, spearheaded and managed Resolution Assist Desk, a group of Subject Matter Experts which specifically handles Escalation calls on a specific queue to manage Escalation calls in a timely manner, thus to reduce AHT and increase CSATDesigned, spearheaded and managed AT&T Online Tracking System which is designed for sales tracking and validation to secure customer information, and to track and report performance up to Agent Wise Level every 30mins intervalImproved Sales Validation Process to ensure the integrity of sales, information and reporting accuracyImproved Sales Backtracking process to reduce Cancellation of Sales and increase Posting rateReduced people cost and security risk through the Online Tracking SystemReduced Sales Integrity Deviations to 0% in the second month of the Improved Sales Validation ProcessIncreased Posting Rate of Wireless and Cable Sales to 90% through the On-call Validation Process

Angeles City, Philippines

Angeles City, Philippines

Angeles City, Philippines