MindGears is an emergent CX advisory and digital decision sciences firm. We are business transformation advisors in enabling and improving your CX channels, whether they are your contact center, frontline branch support or borderless digital app interface. We provide digital design, prototyping, analytics asset support and consulting services through tailored project engagements that cater to customer-centric industries. We apply a myriad of business analytics services from customer experience mapping, buyer demographics, as well as customer-to-process impact analysis so that businesses fully understand how best to engage customers using digital interaction data. We also build emerging IDE and wireframing, small-scale automation using AI and business digital transformation engagements.Our HR intelligence solutions include organizational competency mapping, designing virtual learning labs, as well as integrated HRIS platforms. Our HR advisory team engages partner-companies through smart applications of the WLP journey. We also provide BI platform learning services using Zendesk, Tableau, Python, Excel's Power BI and Power Pivot, R, Python, SAS, and SPSS. Our learning programs provide participants with a larger business insight balanced with a high-impact yet simplified statistical base. We offer BPM workshops using Microsoft Visio and Bizagi.We believe in putting meaning into analytics and design. We provide insights, not just tooling.(on sabbatical from 2017 to 2023 to join other companies, but still making profit on the side)

Overall global leadership & management of the Global Support team for customers in 5 geolocations. Oversees all customer service, courier & back office support, learning, quality, and process solutions, and customer success (engagement for onboarding and activation issues, account management and churn risks).Champions global support workforce management (WFM) planning and practices. Works towards support transformation through technology and process-oriented initiatives (leveraging on self-serve options, transform & shift process / project management, managing cost-to-serve, support design models and support delivery architecture)

Oversaw country leadership of the Customer Experience team spanning the Digital operations team, Incident Response Team, Voice & Email operations, TQA (training-quality-admin), Help Desk & Content Development (CIA team), Customer Service Success and Analytics, and Partner Transitions. This cuts across all Grab brands in transport (GrabCar, GrabShare, GrabTaxi, GrabBus); delivery (Grab Express, Grab Assistant); e-commerce (Shopee); food (Grab Food), Grab for Business, Grab Ads, GrabPay, Grab Financial Services.

Champions geo-wide continuous improvement commitments of the Service Excellence group in Sutherland, spanning all sites in the Philippines.Primary advocate and change agent for all digital business transformation Six Sigma projects within the geography including solutions design, deployment and project managementEnables the organizational competency development of Green Belt and Black Belt candidates through collaborative learning, coaching and mentoring, institutionalizing training service offerings in process configuration and mapping, metrics management, VOC data analysis and intelligence, design thinking as well as Lean and Agile project management.Ensures knowledge harvests and idea mining practices within the organization including industry benchmarking, best practices sharing and internal case study generations.Oversaw business transformation and turn-around delivery for e-commerce, telco and financial services programs and accounts

Heads all Quality, Process and Customer Experience initiatives country-wide for all ICT Legacy sites in the Philippines.

As SCOPE Director, strategically overseeing several departmental functions:- oversees organizational initiatives and strategies through project management of strategic programs- spearheads all standards and certification management towards COPC and Six Sigma methodologies- the global auditing resource for all enterprise risk services: contract adherence, process management, data security, physical security and business continuity programs- spearheads all organizational process management and configuration: process mapping and documentation, activities mapping and alignment and reports mapping and accuracy simulations- ensures compliance towards US Federal regulations such as SOX 404 compliance, PCI compliance, Gramm-Leach-Bliley Act (GLBA), Truth in Lending, ECOA, Telemarketing Sales Rules, etc.- works with client-partner equivalents for managing compliance and enterprise risks in fraud prevention mechanisms and policies.

As TQD Director, the scope of work included in the function are:- Champion for all learning activities of the organization: core skills management, product training and VXI University- Champions all process development, fraud prevention and reporting, and group analytics- Assists in the management of organizational seat capacity and movements across sites- Incharge of all Executive Dashboards and Action Plan monitoring- Champions all prospective client visits and presentation management- Assists in all RFP to Implementation activities- Champions Core Support alignment and meetings for all Support Groups involving HR, Recruitment, TQD, WFM, Facilities, IT and Finance.- Concurrent function as interim Business Leader for American Express TSC managing service delivery operations, client services, customer satisfaction and quality, workforce management and training.

As QA Systems Manager, the job, reporting directly to the Regional Director for Performance Management, primarily involved managing and overseeing region-wide processes and programs compliance to the Sykes Standard of Excellence (SSE), a corporate performance model based on the integration of COPC requirements and Six Sigma principles. The region covers all 7 centers in the Asia Pacific Rim including then 4 centers in Manila, 1 center in Cebu and offshore centers in Shanghai and Bangalore. Managed and directed 7 functional performance units: Training & Development team, Standards team , Documentation & Configuration team , Operations Research team, Auditing team, Technology team and the Language Assessment team