日本と海外をつなぐクラウドソーシング

Phoenix Petroleum Philippines Inc.

Customer Operations Manager

2018/08～ 2019/05

● Led and served the Customer Operations Group of the Shared Services Business Unit (BU) that caters to the product and service needs of Enterprise customers and end-consumers.
● Improved Customer Service processes and Case Resolution KPI metrics based on root-cause analysis to organically improve Customer Experience and Satisfaction.
● Communications focal for customer engagements and inter-BU collaboration (Retail Sales, Retail Operations, Commercial Sales, LPG, Bitumen, Depot Operations, Transport & Distribution, Engineering Services, Treasury/Finance, Accounting & Procurement, Human Resources, IT, and Telecom partner provider).
● Managed group targets, ramp-up requirements (People, Facilities) and P&L.
● Managed Individual Development Plans (IDP) through performance review, one-on-one coaching, mediation and conflict resolution.

Milestones:
○ Phoenix LPG Consumer Support Team end-to-end creation and deployment (People, Processes, Facility, Technology)
○ Customer Order-To-Delivery (OTD) process improvement
○ Logistics and Distribution process improvement

Phoenix Petroleum Philippines Inc.

Cards Operations Manager

2017/03～ 2018/08

● Co-developed the Phoenix Fleet Card Offer Deck for the Fleet Sales Team that pitched the product’s Value Proposition and benefits to Customers.
● Created and managed the Cards Operations Group that caters to all Cards product and service needs of merchant partners and end-consumers.
● Managed the end-to-end (Design-to-Deployment) Fleet Card Management System (CMS) project, including agile resolution of technical, operational and marketing concerns raised across internal stakeholders, merchant partners and suppliers.
● Developed Customer Case Resolution processes and performance metrics for all Cards product channels (B2B Commercial Fleet, B2C Loyalty).
● Published the revised Maintenance Service Agreement that incorporated Card-related technical & operational requirements and provided clearer definition of escalation and resolution processes, for the benefit of business merchant partners.
● Communication focal for customer engagements and inter-BU collaboration (Marketing, Sales, Engineering Services, Treasury/Finance, Accounting & Procurement, Human Resources, IT, and third-party Suppliers).
● Managed group targets, ramp-up requirements (People, Facilities) and P&L.
● Managed Individual Development Plans (IDP) through performance review, one-on-one coaching, mediation and conflict resolution.
● Fulfilled initial requirements for compliance with the Implementing Rules & Regulations of the Data Privacy Act.

Milestones:
○ Phoenix Fleet Card Management System (CMS) end-to-end deployment (People, Processes, Facility, Technology)
○ Phoenix Fleet Card Merchant Buyback Process roll-out
○ Phoenix Fleet Card Program onsite deployment across 161 retail stations nationwide
○ Transitioned Enterprise employees to Phoenix Fleet Card for fuel purchases

Pilipinas Shell Petroleum Corporation

Retail Territory Manager

2008/04～ 2016/12

North Luzon
2008 – 2009 | Isabela, Nueva Vizcaya, Aurora, & Nueva Ecija Provinces
2010 | Bulacan Province

Mindanao
2011 – 2013 | DAVAO REGION (Davao Del Norte, Davao Del Sur, Davao Oriental, Davao Occidental, Davao De Oro) & North Cotabato Province
2014 – 2016 | Davao City
2016 | CARAGA REGION (Agusan Del Norte, Agusan Del Sur, Surigao Del Norte, Surigao Del Sur) & Camiguin

● Delivered share of Enterprise profitability aspirations by developing, growing, supporting and sustaining Business Partner network and relationships across various Sales Territories of assignment:
● Served as Trusted Advisor to more than 120 Business Partners, and coached up to 1,500 Managers, Supervisors and Service Champions on key business drivers e.g. Health, Safety, Security & Environment (HSSE), Marketing and Loyalty Programs, Business Plan & Performance, P&L, Supplies & Inventory, Pricing, Facilities & Asset Management, Operational Excellence, Customer Experience, Convenience Retailing, etc.
● Business Partners’ first point of contact for business-related complaints and concerns, and liaison to appropriate Organizational channels for engagement.
● On-the-ground response and resolution support for Customer Complaints raised as endorsed by Customer Services.
● Collaborated with various National and Global Business Units in managing geographic areas of business: Sales, Marketing, Operations Support, Engineering, Supply & Distribution, Warehouse/Depot, Finance/Accounting, Customer Service Support, Convenience Retailing, etc.
● Conceptualized, developed and Implemented various localized Marketing campaigns for Retail fuels stations in Davao Region, including: tie-up for Shell V-Power fuel brands and Krispy Kreme; Motorcycle (Honda CB125) raffle giveaway per station; Shell Pepeng Pasada Club (Loyalty Program) activation activity, Sangguniang Panlunsod, Davao City; Dunkin Donuts outlet co-locations (Bago Aplaya, Diversion-Mamay, Buhangin-San Pedro, Ma-a)
● Revitalized Shell Select convenience stores in Davao City as part of the global program for Non-Fuels Retailing strategy.

Milestones:
● Top 8 Territory Manager (2011, 2013)
● Coach, 2014 HSSE Global Retailer of the Year
● Pilot Territory, Shell Select Refresh program (2015)

Another Level Consultancy Inc.

Executive Assistant to the Chairman & CEO

2006/05～ 2008/03

● EXECUTIVE OFFICE MANAGEMENT AND ADMINISTRATION | Represented, as authorized, the Chairman/CEO in internal/external functions; provided confidential support services such as reports, memos, research, and stakeholder collaboration; drew attention to important parts or conflicts for necessary decision-making;

● BUSINESS RELATIONSHIP MANAGEMENT | Managed end-to-end relationship with local and multinational Business Process Outsourcing (BPO) investors and supplier-partners; established and managed partnerships, mergers and joint ventures for the Organization’s products and services portfolio;

● BUSINESS DEVELOPMENT | identified and pursued lateral and vertical business relationships with key partners to explore new opportunities, stimulate new markets, develop new demands and consolidate needed resources for all Subsidiary Groups;

● BUSINESS PLATFORM DEVELOPMENT AND MANAGEMENT | Launched offshore Business Process Outsourcing (BPO) workstation pilots for the Health Care industry clients located in the United States;

NA

Songwriter

2004/01～

o Kyla, "Ngayong Wala Ka Na", Beautiful Days Album, EMI PolyEast Records Philippines, 2004, https://youtu.be/RQ2wJVN3cUc
o Agnes Monica,"Get Up", Whaddup A..'?! Album, PT Aquarius Musikindo Indonesia, 2005, https://youtu.be/FObqfHvKqL0 (citation at 2:06)
o “No Other Name”, Musicians On Fire Davao YouTube Channel, March 2019, https://youtu.be/Q96Kw2CiHYE
o “Isang Sabi Mo Lang”, Musicians On Fire Davao YouTube Channel, March 2019, https://youtu.be/d6t-lVItWJM
o “Nananalig”, Musicians On Fire Davao YouTube Channel, March 2019, https://youtu.be/avSt9aMyJjM
o “A Better Man”, collaboration with Keith Eric Martin, Feb 2020.
o “All For You”, collaboration with Keith Eric Martin, Nov 2020