Froilan Romnick Echave
Caloocan City,Metro Manila
Summary
Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
11
11
years of professional experience
Work History
Project Manager, PMO
IntouchCX
04.2022 - Current
- Developed and implemented strategic project plans to meet business objectives.
- Implemented risk mitigation strategies to minimize potential issues and ensure smooth project progression.
- Provided detailed project status updates to stakeholders and executive management.
- Coordinated change management efforts throughout the organization, ensuring seamless integration of new processes or technologies into existing workflows without disruption.
- Analyzed project performance data to identify areas of improvement.
Senior Team Leader
IntouchCX
02.2020 - 04.2022
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
- Skilled at working independently and collaboratively in a team environment.
Team Leader
IntouchCX
12.2018 - 11.2019
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Maintained database systems to track and analyze operational data.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
Subject Matter Expert
IntouchCX
05.2018 - 12.2018
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Led teams in scheduled and unscheduled equipment maintenance to optimize readiness.
- Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
Customer Experience Associate
IntouchCX
07.2016 - 05.2018
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
Customer Service Representative
Tech Mahindra Ltd.
05.2013 - 06.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Bachelor of Science - Information And Communication Technology
Quezon City Polytechnic University
Quezon CityHigh School Diploma -
North Fairview High School
Quezon City03.2006
Skills
- Project Management
- Project Planning
- Idea Development and Brainstorming
- Processes and procedures
- Data Analysis
- Root Cause Analysis
- Data review
- Project scope
- Project planning and development
- Project tracking
Accomplishments
-Project Head for the transition of Manual Payroll Tracking to Automated Payroll via Superpunch Tool
-Process Creator of the Philippines SP Live Dispute Process & Guidelines
-Creator of the PHL PROGRAM SUNSET PROCESS
-Project coordinator of the Floor Fit Out plans of all PHL Programs for year of 2023
Languages
English
Full Professional
Timeline
Project Manager, PMO
IntouchCX
04.2022 - Current
Senior Team Leader
IntouchCX
02.2020 - 04.2022
Team Leader
IntouchCX
12.2018 - 11.2019
Subject Matter Expert
IntouchCX
05.2018 - 12.2018
Customer Experience Associate
IntouchCX
07.2016 - 05.2018
Customer Service Representative
Tech Mahindra Ltd.
05.2013 - 06.2016
Bachelor of Science - Information And Communication Technology
Quezon City Polytechnic University
High School Diploma -
North Fairview High School
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