#Process Analysis and Mapping:Conduct in-depth analysis of existing business processes, identify areas for improvement, and map out the current state and desired future state of processes.Collaborate with stakeholders to gather requirements, document process flows, and identify pain points, bottlenecks, and opportunities for optimization.Process Improvement Strategy:Develop and implement a comprehensive process improvement strategy aligned with organizational goals and objectives.Identify and prioritize process improvement projects based on potential impact, feasibility, and resource requirements.#Change Management and Stakeholder Engagement:Engage and collaborate with cross-functional teams, including executives, department heads, and process owners, to gain support for process improvement initiatives.Lead change management efforts by effectively communicating the need for change, managing resistance, and fostering a culture of continuous improvement.Project Management:Plan, execute, and monitor process improvement projects, ensuring timely delivery and adherence to budget and quality standards.Define project scope, objectives, and success criteria, and establish project plans, timelines, and milestones.Monitor project progress, identify risks and issues, and implement corrective actions as necessary.#Process Documentation and Training:Develop standardized process documentation, including standard operating procedures (SOPs), process maps, and work instructions.Provide training and support to teams to ensure understanding and adoption of optimized processes.#Performance Measurement and Reporting:Establish key performance indicators (KPIs) and metrics to measure process performance and track improvements.Generate regular reports and dashboards to provide insights on process efficiency, productivity gains, and cost savings.

#Instructional Design Manager - GCN- Manage a global team of 2-3 Sr. Instructional Designers and 5-10 Designers across the globe and ensure direction are properly given for the creation of learning solutions.-Strategize the design of adult learning innovative solutions catered to business needs and dynamics- Lead strategies in instructional design for all delivery modalities for high profile and complex projects- Manage end to end programs/projects that develop learning solutions for high profile and complex business requirements that include collaboration with multiple subject matter experts and stakeholders and the use of eLearning authoring tools- Provide insights and consultation regarding adult learning and instructional design to colleagues and stakeholders- Lead ad-hoc initiatives to drive efficiency metrics across all Global Service Learning Network (GSLN) namely Design function.

- Lead a team of Technical Writers who are responsible for analysing new and existing procedures/business functions and mapping, designing and developing the procedures within Oracle based Knowledge Management System- Drive consistency and re-usability of knowledge objects and ensures team adherence to web development standards and applicable quality index. - Coordinate projects, assigning and tracking team performance, monitoring workload and consulting with stakeholders, Instructional Designers and the technical support team members to ensure SLA’s and all project timelines are adhered too. - Conduct quality reviews on EPSS content, and sends customer surveys to measure quality Performance Support - Attend project meetings as needed, and acts as Performance Support liaison for all PS projects at site and across geographies - Review performance support publications and determining new PS interventions appropriate for American Express - Manage business leaders, helping to educate them as to the benefits of performance support and how it can help their business results.

Accountable For Managing Process Excellence Initiatives And Themed Around Digital Servicing.Leading End-To-End Customer Service Process Changes With A Focus On Digital Servicing Initiatives, Within The Specified Timeframes, Across World Service To Improve Cost Efficiency And Drive Customer Satisfaction.To Ensure That Employee, Customer And Shareholder Benefits Are Delivered In Accordance To Business Needs.Manage, Coach And Mentor Project Teams To Deliver Required Business Results.Functions As An Agent Of Change Across World Service.

-Evaluate and propose key initiatives revolving around process improvements with the aim to improve efficiency and quality. -Planning, developing milestones and management of key initiatives and projects across the operations -Aligning expectations to key project stakeholders -Coordinating with multiple teams and resources to ensure timely delivery of projects -Engage closely with other departments in determining scope and deliverables of various projects. - Manage and monitor execution of key programs across the organization revolving around User Operations, Knowledge Management, Quality Assurance and Sales Operations. -Enforce document and gate-keep various processes to ensure smooth operations throughout the organization.-Design and Control Compliance Framework within company-Evaluate Audit data gathered from compliance coordinator-Hold Quality Meetings and recommend improvement for Operational ExcellenceAchievements:(a)Developed & Designed Compliance Framework within Organization(b)Established Knowledge Management Framework within Program(c)Owned and Managed several business expansion projects

-Entity Head for Technical Support business unit-Managed and coach a team of 4 Team leads encompassing of 60 agents-Develop strategies to meet key operational metrics such as Service Level-Provided support for the establishment and nurturing of communities of practice, including workshops, one-on-one guidance, and troubleshooting;-Championed 4 Six Sigma Projects-Improved Customer Satisfaction level 30% within 4 months-Maintained FCR to 45% for 9 months consecutively-Develop improvement metrics to clients on daily, weekly and monthly basis-Deliver engaging, informative and well-organized presentations.-Resolves and/or escalates issues in a timely fashion.-Addresses Service Delivery Issues-Communicate difficult/sensitive information tactfully.-Overview administrative issues; schedule management, leave planning & overtime with goal to minimize operational cost.-Establish Talent Management Framework within team-Performance Manage staff in view to retain talentAchievements (i) Developed customer Satisfaction measuring framework for performance measure(ii) Developed Gatekeeping Team to increase/improve quality metrics(iii) Closed 2 DMAIC projects:>Customer Satisfaction Improvement>First Call Resolution

-Promote knowledge sharing through the organization's operational business processes and systems by, among others, strengthening links between knowledge sharing and the information systems, and improving integration among information systems in the organization, to facilitate seamless exchange of information across systems-Owned collaborative tools such as activity rooms to facilitate sharing of ideas and work among internal teams and external partners-Monitored and evaluated knowledge sharing program, including external benchmarking and evaluation programs/opportunities; -Owned process to disseminate information about the organization's knowledge sharing program to internal and external audiences, including organizing knowledge sharing events (such as knowledge fairs, site visits, interviews), maintaining communications on knowledge sharing across the organizationAchievements(i)Received Six Sigma Green Belt Certification(ii)Identified Knowledge Gap within program and revamped Recruitment Process

-Create and execute project work plans and revises as appropriate to meet changing needs and requirements.-Identify resources needed and assigns individual responsibilities.-Manages day-to-day operational aspects of a project and scope.-Review deliverables prepared by team before passing to internal clients.-Effectively apply DMAIC methodology and enforces project standards.-Prepare engagement reviews and quality assurance procedures.-Minimizes exposure and risk on project.-Ensure project documents are complete, current, and stored appropriately.-Identify business development -Lead proposal efforts including completing project scoping to COPC Standards-Effectively convey communications in both written and verbal business development discussions.

-Review productivity service level and quality results against set targets-Analyze performance information and statistics on a daily, weekly and monthly basis, identifying trends at individual and team level and addressing any performance issues identified in an appropriate and timely fashion-Improve business initiatives through the usage of DMAIC methodology-Collaborate with internal and external clients to include verbal, interpersonal, listening, influencing and presentation skills-Bridge gaps between working level & management by giving regular updates.Achievements:(i) Established infrastructure in Manila Office within 3 months

-Engage with APAC Microsoft customers and support them on Micorosft products, technologies, programs, policies and services-Conduct in house training to new agents (Soft skills and Technical)-Respond to escalated cases-Monitoring calls (incoming and outgoing) for Junior agentsAchievements:(i) Support Professional achieving CSAT for consecutive 4 months

-Up selling agent: Promoting Nokia enhancement and establishing sales for customers during technical support to customers in Australia-Providing 1st Level Technical support to our clients and handle calls in a professional and courteous manner.-Providing technical support from Australia, New Zealand, Singapore and Malaysia (APAC - ENGLISH )-Ensuring effective escalation and hand-over of customer inquiries/problems to 2nd level technical support and ensuring accurate information is provided and the process is carried out in a timely manner.-Escalating cases to relevant department and chasing/follow ups-Providing support to Floor Management -Ensure all incidents reported are tracked and monitored.-Providing assistance to new agents-Maintaining Quality Standards set by clients-Meeting clients expectations through scoring quizzes to increase insight on knowledge baseAchievements:- Most complimented Agent January 2007 - Most complimented Agent February 2007- Most complimented Agent March 2007

-Analyzing the market demand and need for workshop and conference; topic generation-Producing program content with the latest pressing issues through desktop and phone research-Identifying and acquiring competent speakers (phone research mostly)-Developing a project within assigned budget and deadline-Preparing project development meeting reports-Preparing program budget report-Creative writing in developing program brochure-Presenting product (conference/training) brief to Marketing, Sponsorship and Sales Department-Liaising with other departments (marketing and operation) to coordinate the smooth flow event management aspect-Travelling to location of event venues (Middle East)Conferences Produced:(i)Shutdown & Turnarounds(ii)Facilities Management(iii)Behavioral Based Safety