Chris_Resume
- 1. Christopher Co De La Cruz PERSONAL PARTICULARS Contact Number: +6596639574 (mobile) Email: [email protected] Address: Block 162, Simei Road, Unit#04-318, Singapore, 520162 PROFESSIONAL PROFILE A dedicated professional with more than 18 years of experience, gained by working in a Global Financial Bank and a Multi-National Company. Is now seeking a challenging position where I would be able to augment and make use all my knowledge in Marketing, Sales, Customer Service, Information Technology, Project, Business and Data Center Management. My experience combined with my strong work ethic and attention to details, I am confident that I have the skills and capability to contribute to any rapidly growing company. QUALIFICATIONS • Years of experience in Information Technology (IT) security policies in a Global Financial Bank Settings. • Trained, experience, and handled Disaster recovery environments. • Enormous experience in Corporate and Client relationships WORK EXPERIENCE Company Name: A-IT Software Services PTE LTD. December 2011 to Present Job Title: Systems Support Engineer/Computer Operator Projects Handled: Citibank N.A. Singapore – Global Command Center Operations Responsibilities: Perform first-tier monitoring and troubleshooting of innumerable computer platforms, working and liaising with appropriate Application/System supports in problem solving. Ensuring timely escalation, notification and remediation of batch failures, platform outages and conditions impacting the bank’s availability of service. Perform Online and Batch monitoring for numerous countries, ensuring online services are constantly available within the agreed Service statements for the various businesses and countries. Execute and implement all Global Command Centre Activities. Synchronize all Command Center operation functions within the 24 x 7 shift operations with the aim to provide the best possible data processing service in terms of operation control, output quality and production timeliness in terms of System availability. Achievements: Helped review and automate tasks to increase organizational efficiency, according to Global Command Center Standards. Proactively tracked critical patch & computer platform cycles in order to identify any potential issues, avoiding a failure or “bottleneck” by quickly responding to any System Quality Indicator Alerts Gained extensive expertise in System administration and System performance monitoring earning a high rate of organizational and management satisfaction during tenure. Job Title: Systems Support Engineer/Customer Service Officer Feb 2008 – December 2011 Projects Handled: Citibank N.A. Singapore – Global Command Center Operations Responsibilities:
- 2. Serves as a primary point of contact for Citibank’s Global Command Center Operations in Asia Pacific, with the primary objective to assign, escalate any problem or issues reported by end users with high level priority via the Problem Management Process and appropriate Application/System Support teams. Provides user interface for various Country technology coordinators with regards to problems, service delivery, availability and working closely with Data Center Operations in responding to all business inquiries, ensuring user confidence that problems and complaints are receiving appropriate attention. Establish, communicate, monitor and enforce security policies within the Global Command Center according to Citibank Global standards. Achievements: Improved Department effectiveness to 80% by reviewing then current department statistics process, developing it to current standards of measurement, suggesting, implementing best and up-to-date industry practices. Trained, experienced, and successfully handled live production issues and Disaster recovery environments. Consistently received a high organizational satisfaction rating by achieving target performance metrics. Company Name: Global E-Business Outsource Inc. July 2007 – August 2007 Job Title: Operations Manager – Call Center Operations (Project Based) Responsibilities: Oversees overall Call Center Operations, ensure that all teams and divisions are in synergy and aligned according to Company targets. Identify flaws in current processes and methodologies, provide and execute the appropriate solutions to these flaws. Responsible for intraday and daily performance monitoring of a cluster of team leaders and call center representatives on the operations floor meeting optimum attrition and daily targets. Responsible for communicating to call center representatives any new requirements, changes, updates on all support related information as well as new company projects and information. Achievements: Initiated company’s people development and alignment thus, achieving organizational and client objectives. Successfully set-up Business Processing Outsource (BPO) Unit and integrated to existing Knowledge Processing Outsource (KPO) by resolving, issues related to people and business concerns, developed organizational strategies in support of both programs growth. Company Name: MonAmi Philippines Inc. March 2005 - January 2007 Job Title: Sales and Marketing Manager Projects Handled: ABN Resources – Chromite Mining – Project Management and Back-office Support Call Center BPO Projects - Broker US Product Programs, Contact Center Set-up, Back- Office Support, Project Management and Integration. Internet and Web design Projects for US and North American Clients. MPI Alliance US and Canada Indent Product Distribution Responsibilities: Conceptualize, Implement and coordinate all Marketing Strategies, Customer and Sales activities. Ensures sales and marketing team is achieving all outlined company production goals and targets Oversee and ensure that all systems and processes in support of marketing strategies are on-line Achievements:
- 3. Lead the company in terms of Business Development, Project Integration/Management, Marketing Sales and Customer relationship programs. Pro-actively handled multiple company projects and programs. Effectively lead company in the execution of strategies and programs for both administration (formulate policies that will guide operational decision) and marketing (achieve company’s sales target quotas). Started and Enhanced Company’s prospect development for both US and North American Clients. Job Title: E-Rep / Customer Account Broker Jan 2004 – March 2005 Projects Handled: People Support Philippines - Experian Credit Expert Account Customer Service and Customer Retention Responsibilities: Responsible for providing comprehensive and quality customer care. Apply technical knowledge and procedures, providing appropriate and accurate responses when servicing customer queries. Meet outlined production goals and targets. Learn clients’ services, policies, procedures and any back-end systems they may use for email, products, and/or backorder information. Job Title: Senior Account Manager -Marketing / Product Manager November 2000 – Dec 2003 Projects Handled: MonAmi Media Video and Music (Acquisition, Production, Promotions and Wholesale/Retail In-Store Distribution). Semiconductor Indent Sales and Distribution. Sales and Marketing of various Company products and services (GPS equipment, WAN accelerator, MonAmi writing instruments, etc.) Responsibilities: Coordinate all marketing related activities. Ensure that all Marketing Programs are properly studied, implemented, and ready for evaluation. Compile statistical reports, organize and properly maintain customer database. Promote, arrange and conduct product demonstrations and presentations to local and international clients. Develops action plan to address in-store market distribution and sales, ensuring profitability goals are met. Closely work with sales team to gather competitive analysis, customer behavior, business projections, budgetary recommendations, product pricing, and market strategies. Achievements: Productively lead company in establishing new customers thus increasing company sales and targets. Fruitfully maintained a positive marketing and corporate relationship between the company and all its clients (local and international). Company Name: Ecology Bank Inc. July 1997 – March 2000 Job Title: Branch Operation Assistant Responsibilities: Processed bank teller transactions i.e. deposits, withdrawal, encashment and bills payment. Handle basic banking and branch administrative function. Process, perform run-up, and prepare inward and outgoing physical checks for clearing. Perform checks and reconcile with own teller totals and resolves any discrepancy. Prepares daily and monthly accounting reports to be submitted to Head Office for audit. PROFESSIONAL QUALIFICATIONS Graduate - Bachelor of Science in Business Administration Major in Marketing
- 4. Colegio de San Juan de Letran - Intramuros, Manila, Philippines, 1997. OTHER SKILLS & INFORMATION Operating Systems: Knowledgeable in Mainframe and Distributed platforms – MVS, UNIX and Linux OS, NT, SUN, VAX. Contact Center Tools/Systems – AVAYA CMS, Nice Sentinel. Batch processing Systems -Tivoli Work Scheduler, Netcool Monitoring Systems. Proficient in all Window MS Office Applications, Nationality: Filipino Availability: Can work immediately