Wilson Antolin Jr. Email & Phone Number

Manila, National Capital Region, Philippines

Pasay City, Metro Manila, Philippines

Supervised a team of Implementation Engineers responsible for IVR call flow development and field engineering.

Mandaluyong City, Metro Manila, Philippines

Worked as a consultant for Interactive Intelligence’s Professional Services group. Worked on different projects for customers such as Convergys, Kohl’s, Sallie Mae Bank, WellPoint Inc./Anthem Inc., Pearson Education, Ascension Health, Owens Corning, Xerox, Varian Medical Systems, Monsanto, Cherryhill Management, National General Insurance, The Thomas Agency, Stericycle Inc., Memorial Sloan Kettering Cancer Center, State of Utah, County of San Diego, Lexmark, Ameren Corporation, Canadian… Show more Worked as a consultant for Interactive Intelligence’s Professional Services group. Worked on different projects for customers such as Convergys, Kohl’s, Sallie Mae Bank, WellPoint Inc./Anthem Inc., Pearson Education, Ascension Health, Owens Corning, Xerox, Varian Medical Systems, Monsanto, Cherryhill Management, National General Insurance, The Thomas Agency, Stericycle Inc., Memorial Sloan Kettering Cancer Center, State of Utah, County of San Diego, Lexmark, Ameren Corporation, Canadian National Railway and Ohio Utilities Protection Service. Job function includes conducting discovery calls with customers, scoping and creation of Functional Requirements Specification documents (FRS), call flow and IVR development, handler development, agent scripts development, chat integration, speech application development, custom application development such as client add-ins, automation and reporting tools, and web services using ICELib API, C# and ASP .Net. Show less

Makati City, Metro Manila, Philippines

Hired initially as MIS Manager to manage the existing MIS department and to address technical challenges that the business is experiencing which causes major customer satisfaction issues. Spearheaded the initiatives to innovate the existing homegrown application and processes and applied more efficient industry standard solutions.Promoted to a global function responsible in managing a team of developers and engineers responsible for call center application development, data management… Show more Hired initially as MIS Manager to manage the existing MIS department and to address technical challenges that the business is experiencing which causes major customer satisfaction issues. Spearheaded the initiatives to innovate the existing homegrown application and processes and applied more efficient industry standard solutions.Promoted to a global function responsible in managing a team of developers and engineers responsible for call center application development, data management, reporting and support. Performs technical project management and coordination with business owners to ensure that all requirements are properly collected, documented, executed and delivered on schedule. Responsible in creating the work breakdown structure and identification of the right resource for the project. Have implemented Agile methodology to rapidly deliver crucial requirements and initiatives – thus maintaining service quality and customer satisfaction. Provides a systematic hands-on technical training to the staff.Later handled a role responsible in overseeing the global contact center services and help desk composed of 20 staff which supports Manila, North America and UK offices. Built and implemented IT processes, procedures and policies in compliance with QMS (Quality Management System) and ISMS (Information Security Management System) standards. Became very involved in technical presales and client engagements. Have personally handled critical IT projects for major clients. Played a big role as an influencer in major IT decisions. Show less

Makati City, Metro Manila, Philippines

Started as a Database Developer responsible in designing databases for call center applications. Have shown flexibility by extending responsibilities into other areas such as web application development, telephony and dialer. Have innovated existing agent scripts and created modular prototypes that can be easily deployed with lesser time and effort. Promoted to MIS Supervisor after a year and a half and have built a team of developers responsible for call center applications development, dialer… Show more Started as a Database Developer responsible in designing databases for call center applications. Have shown flexibility by extending responsibilities into other areas such as web application development, telephony and dialer. Have innovated existing agent scripts and created modular prototypes that can be easily deployed with lesser time and effort. Promoted to MIS Supervisor after a year and a half and have built a team of developers responsible for call center applications development, dialer management, database management and reporting. Show less