Zerra Mie Basilio Email & Phone Number

Philippines

Virginia, United States

◆ Manage client projects from inception to completion◆ Utilize Salesforce CRM to manage client projects◆ Utilize Stampli and GPX for invoice and billing reconciliation and approval◆ Spearheaded the use of automation tools for efficient and consistent project updates◆ Oversee client installs and act as point of contact for their internet connectivity needs◆ Coordinate with internal departments for the smooth and timely delivery of client services◆ Report directly to VP for client services for internal updates and escalations◆ Provide daily and monthly reports to VP for client service

Philippines

 Provides visibility to HP executive, account and PPM Practice management on the account portfolio health  Supports HP executive, account and PPM Practice management with information in order to make decisions and take corrective action  Escalates to account management in case of program/projects conflicts/overlaps or not aligned with business strategies. Provides project/program managers with project management methodology, processes, procedures and tools that support Program PMO Services Acts as Mentor / Coach for program and project managers Identifies projects in trouble and assist with recovery and go to green plans. Ensures review processes are in place and supports account governance. Participates in weekly reviews with T1/T2 management team to review internal/external reports, top issues/risks, dependencies, and deliverables and change requests. Prepares and agree the content/structure/frequency with the T1/T2 Program Managers on the reports that are expected to be developed and distributed t to the account, customer and HP management Review the customer dashboard consolidated package with the T1/T2 Program Management team Ensures all projects are delivered on time/on budget per Plan of Record Ensures all Program PMO Services are implemented as designed and functioning to support the Transition and Transformation programs up to steady state accounts Coordinates PMO activities with the APMO team.

Philippines

 Contact customer to discuss the benefits of EFM conversion and get their approval. Regularly provide updates to customer. Utilize tools for designing EFM circuit, loop testing and activation reports. Generate daily and weekly dispatch report for the team Monitor the progress of ongoing EFM maintenance upgrade and comply with methods and procedures set by clients Prequalify BTNs/circuits for EFM conversion Schedule equipment installations and cutovers with customer and coordinate with relevant teams  Assist activation team during the scheduled conversion and confirm with customer that all services are up and running right after the conversion.

Philippines

 Monitor order progression for services (IT Solutions) requested by companies. Assist customer in troubleshooting technical issues Effectively solve customer problems. Coordinate with local carriers in delivering IT solutions to the customers Set up new accounts, arrange sales team access and manage accounts using Siebel Prepare and deliver customer implementation plans and regularly provide updates to customers and account teams to ensure that due dates are met.  Monitor and lead the coordination of installation activities of all services for the customer,  Schedule cutovers with customers and equipment vendors. Attend activations via conference call including after hours support, as required by the customer to ensure a superior installation  Track or monitor all service requests and milestones by utilizing the latest implementation tracking tools through project completion. Coordinate with appropriate team to provide customer’s IT needs within the standard lead time Utilize tools (F&E, PIR, Siebel, ESP and Globalink) to track progress of the order

Philippines

 Resolve technical issues regarding high speed internet connection Provide assistance regarding order status Identify the specific information needed to clarify and simplify the problem or situation Assist customers with the installation of DSL service Identify the specific information needed and provides professional technical assistance for problems and issues regarding DSL service. Ensure that customer expectations are met  Assist account holders with concerns varying from fraud, sales, billing or general customer service Explain monthly bills to customer and provide assistance for other issues with their satellite service. Ask probing questions to fully understand their needs and issues  Provide effective resolution in line with client’s policies and procedures. Provide accurate information about the service or products; or refer customer to appropriate department.