Skills

Education

Bachelor of Science in Industrial Engineering Mapua Institute of Technology 2008

Languages

Work experience

IT SERVICES COMPANY

Position: Product Owner Start - end date: September 2020 to Present

The project / features delivery involves changes to fee assessment for different card products; posting of settlement files; billing and reporting, issuance of statements to merchants; compliance to regulatory and card networks new scheme fees for all kinds of billing (monetary, auth, miscellaneous, equipment); new reports, screen UI changes on the mainframe, set up of funding files (new currencies, funding method, update of funding file format and xml contents per customer (bank) requirements, transmission to issuing bank, creation of file mapping specs) On top of this, we also deliver Lights on or Production support.

Highlights:

• Liaise with stakeholders, Subject Matter experts, Development team and QA team, reviews the ask, and discuss the requirements ensuring there is shared understanding between all parties
• Develops user stories and refine the acceptance criteria in collaboration with the Development Team and Product Management
• Leads grooming and story refinement sessions with cross functional teams; clarifies on ambiguities, ensures concerns are addressed
• Leads the sprint activities, plan for work capacity taking into consideration resource bandwidth and priority items
• Manage the product backlog items and establish the backlog goals
• Assess and identify project risk and dependencies, collaborates with different teams for any upstream or downstream dependencies
• Communicate and work with the Scrum Master, Product Manager and Dev manager, seeking opportunities to improve process and team

FINANCIAL SERVICES

Position: Business Systems Consultant: Start - end date: November 2015 to September 2020

The projects focused on several Contact Center applications (e.g. Genesys, UCCE, NICE Call Recording) with the goal to enhance customer and agent interaction as well as enhance banking technology services to its clients. This involves call routing design and logic changes, menu changes, disclaimer and regulatory audio recording, upgrades and migration, establishment of telephony infrastructure, set up and improvement of call recording and screen capture, various reporting needs for different banking lines of business

Highlights:

• Played key role in transition to Scrum and in standing up the pioneer Scrum Team within the Enterprise Contact Technology division
• Established Business Analyst Team in Manila – conducted interviews, on-boarding, mentoring, coaching, reverse shadowing and provisionof performance appraisal to our US manager
• Drives successful and timely delivery of projects, partnering with the team and Product Owner, resulting to enhanced customer experience and interaction of customers with bank agents
• Leads and guides day to day activities across a global team – facilitation, requirements clarification, address questions, planningand monitoring; provides process and tools guidance to colleagues
• Manage Production implementation activities of multiple projects: Stakeholder management, Process changes guidance, create Change Management artifacts, Sign off for UAT and Production deployment, Coordination with Release Management Team and address post deployment challenges as needed
• Increased team synergy and knowledge through creation of job aids widely used by local team and US counterparts
• Proactive and initiated a new process and tool used by local team and onshore U.S team, resulting to a more robust, automated and streamlined archiving process

SOFTWARE COMPANY

Position: Consultant - Business Analyst Start - end date: Nov 2014 – April 2020

Highlights:

• Elicited information and requirements from stakeholders, transforming gathered information into a consolidated documentation for “as is” process of business reports
• Instrumental to successful migration activities for Legacy reports going to a new reporting platform through partnership with the Technical Team (e.g. data sourcing and mapping, testing)
• Performed functional testing and provided guidance to business user for UAT or report validation

OUTSOURCING COMPANY

Position: Scrum Master / Business Analyst Start - end date: January 2014 to March 2015

The project focused on automating insurance renewal and enhancement of a web-based application (Online Portal) used by clients to view their insurance policies, lodge claims, generate claims reporting, register a new policy. Lights on support was also provided.

Highlights:

• Worked dual hats as Scrum Master and Business Analyst; collaborating with the Product owner and Development team, facilitating scrum meetings, sprint review and documenting requirements in JIRA
• Managed the over-all sprint deliverable ensuring progress towards the sprint goal, delivery of stories; Ensures roadblocks are properly communicated and addressed
• Created presentations for Sprint Review and presented working product together with Development team to collect feedback from stakeholder
• Led virtual team across Manila and Vietnam pursuant to the product vision of automating policy renewal online for the client; Authored mock-up and/or process flows as a supporting document to clarify requirements
• Managed lights on operations for Web Portal providing overall Production support and work on enhancement for the website; Coordinated with stakeholders and subject matter experts for addressing requirements and resolution of issues;
• Authored the required Production install documents and manage the release requirements for deployment

IT SERVICES COMPANY

Position: Technology Consultant Start - end date: March 2011 to January 2014

The projects focused on Financial module of SAP. This involved resolution of customer data issues, billing, and invoice; address business configuration needs for exchange rates, tax rates update, creation of new tax code, workflow structure; end to end functional testing, incident management and problem management.

Highlights:

• Used SAP FI (Finance) application knowledge and skills to provide functional solutions and business support within the prescribed delivery timeline or service level agreement
• Achieved project success by effective communication with business users for requirements clarification and progress updates; Work independently and interdependently with different teams, resulting to timely delivery of solutions and increased customer satisfaction
• Assess and document business requirements; Analyze solutions; Conduct root cause analysis as permanent fix to recurring problems
• Created documentation (Functional documentation and Job aid) to completely capture the business request – describing the current scenario versus expected outcome and step by step solution, for the reference and benefit of Developers and colleagues, respectively
• Mentored new team member and provided guidance and support, helping colleague become independent and knowledgeable with internal process and tools
• Provided workaround for issues and conducted root cause analysis as permanent fix to recurring

SOFTWARE COMPANY

Position: Quality Assurance Engineer Start - end date: February 2008 to March 2011

Highlights:

• Gained knowledge on Software Development Life Cycle for Software and Hardware development projects; Applied CMMI document quality standards for Waterfall and Scrum projects through work product audits
• Acquired relevant soft skills used in coordination, communication and working with different resources across the organization (Team Leads, Project Team members, Managers) for planning and conducting process-based audits
• Co-created and implemented templates (e.g. document revision template and audit guide) for process improvement
• Monitored and documented the delivery, quality, and productivity data; Created monthly reports based from this information.