Francis E.

In the past 16 years, I've been in different roles from a Tech Support Rep to a social media User Relations Team Leader to Sr. Project Manager. As a Sr. Project Manager, I supervised a staff of 50 personnel including team leaders and QA analysts. My duties include checking weekly schedules to make sure they meet staffing needs and collecting and analyzing data to identify opportunities for improvement. I conducted regular performance reviews for staff members to improve productivity, customer satisfaction ratings, and Quality Assurance scores. I’ve also implemented and developed training programs, and a QA team for that project. I was the Sr. Project Manager for a social media account for over 4 years. We started the account with just four team members. I helped build the account to a team of over 40 team members, 5 team leaders, and 3 QA analysts. When my client was building their IT & Security department, I was tasked to lead it. I interviewed, hired, trained, and mentored 5 staff members for that department. I also managed and established relationships with technology vendor partners in the Philippines and in the US. I have experience with the following CRM platforms: Desk, Salesforce, and Zendesk. I also implemented and developed my previous client's internal ticketing system using Freshdesk. I also have experience in Jira, Microsoft Planner, and Monday.