Erlyn Lim- Delos Santos

Scrum Master & Project Management Servant Leader: Driving Agile Excellence:

As a dedicated Scrum Master and Project Management Servant Leader, I led a newly formed team of 10 members to achieve exceptional results by delivering a project two weeks ahead of schedule, even during the holiday season. This early delivery not only delighted the client but also showcased our team's ability to exceed expectations under tight timelines and challenging conditions.

Key Responsibilities & Achievements: Key Skills:

• Leadership of Scrum Team:
  I oversee both Scrum and Kanban teams, ensuring seamless collaboration and efficient project delivery. My approach fosters a positive team culture focused on continuous improvement and innovation.
• Facilitation of Agile Ceremonies: Program Increment Planning (PIP): Led PIP sessions to align team objectives with strategic goals, identify dependencies, and mitigate risks.
  Daily Stand Ups (DSU): Hosted DSUs to promptly address impediments, ensuring continuous progress and team alignment.
  Sprint Planning: Guided teams through effective Sprint Planning sessions, enabling well-defined goals and backlog prioritization.
  Sprint Reviews & Demos: Organized Sprint Reviews to demonstrate deliverables and gather stakeholder feedback, driving transparency and engagement.
  Sprint Retrospectives: Conducted Retrospectives to identify improvement areas, fostering a culture of continuous learning and adaptation.
  
• Backlog Management & Stakeholder Collaboration:
  Worked closely with Product Owners to prioritize backlog items, ensuring they are well-defined and ready for development. I also maintained team boards for clear visibility of progress and coordinated with stakeholders to align on project expectations.

• Risk & Resource Management:
  Identified potential risks early on and developed mitigation strategies to keep projects on track. Additionally, optimized resource allocation to enhance team productivity and meet delivery timelines.

Key Skills:

• Agile Methodologies (Scrum )
• Scrum Framework
• Risk Management & Mitigation
• Resource Management & Optimization
• Agile Application Development
• Agile Project Management & Continuous Improvement

My commitment to Agile principles, coupled with strong leadership and communication skills, has consistently resulted in high-performing teams and successful project outcomes. I am passionate about empowering teams to achieve their full potential while driving value for clients through effective project management and delivery.

Key Skills and Expertise

IT Project Manager Summary of Experience: Key Skills and Expertise

Afni Philippines Inc., Philippines | Apr 2017 - May 2019

With a proven track record of strategic leadership and project management excellence, I am adept at driving IT projects to successful completion, particularly in application development and IT infrastructure. My ability to lead diverse, geographically distributed teams and deliver exceptional results makes me a valuable asset in any IT project environment.

Summary of Experience:

• Extensive IT Project Management: Successfully managed projects from inception to operational handover, leading teams across four sites in the US and two sites in the Philippines.
• Cross-Functional Team Leadership: Oversaw both internal and external projects, consistently delivering projects on time, within budget, and exceeding quality standards.

By leveraging my strategic vision, leadership capabilities, and commitment to excellence, I have consistently delivered high-impact results in IT project environments, ensuring successful project delivery and operational readiness.

Salesforce Digital Transformation AMS Project Manager (BPI) Key Responsibilities & Achievements: Core Competencies:

Collaboration & Communication Resource Management & Efficiency Focus on Results & Data-Driven Decision Making Key Accomplishments in Salesforce CE Projects 2022 Salesforce CE Releases: Pioneering Digital Branch Enablement 2023 Salesforce CE Rollouts: Expanding Features & User Stories BPI Family Account to BPI Account Migration (Salesforce Tiffany Project) Salesforce Branch Rollout: Scaling Up Salesforce Adoption Salesforce MVP2 (Help & Support) Project

In today's digital age, promoting flexibility and creativity in a virtual work environment has become essential for organizations aiming to stay competitive. Throughout my career, I have successfully harnessed the power of technology to optimize strategies and drive significant business benefits, especially in the realm of digital transformation. My approach focuses on enhancing collaboration, communication, and resource management, all while delivering measurable results. Here’s how I’ve done it:

Leveraging digital tools, I’ve streamlined real-time collaboration among project teams, which has not only fostered stronger relationships but also enabled more creative brainstorming sessions. For instance, during Salesforce CE projects, I utilized collaboration platforms to bridge gaps between geographically dispersed teams, resulting in smoother project execution and better outcomes. These efforts led to higher employee retention and greater client satisfaction.

I’ve always prioritized efficient resource management. By utilizing advanced project management tools, I’ve gained real-time insights into resource allocation, ensuring that tasks are assigned effectively and project timelines are met. This approach was particularly impactful during the Salesforce CE releases, where I managed multiple enhancements and feature rollouts, ensuring optimal use of resources.

In my role as a Salesforce CE Project Manager, I’ve emphasized a results-focused approach. This meant shifting from traditional process adherence to delivering measurable outcomes. By leveraging data analytics, I enabled informed decision-making, which was crucial in large-scale projects like the BPI Family Account migration. Access to real-time data allowed me to monitor project health, make quick adjustments, and ensure timely delivery.

As a Salesforce CE Project Manager, I have led numerous high-impact projects that earned significant accolades, including the Client Partner Award and several NPS 10 Awards. Below are some highlights from my work:

From November 2021 to April 2023, I led the BPI Family to BPI Account migration, a critical project that required meticulous planning and execution:

• Tranche 1 to 3: Seamlessly migrated over 72,000 records, ensuring data integrity and compliance.
• Tranche 4: Managed updates across 94 branches, adapting institution codes and branch names with zero operational disruptions.
• Ensured post-migration success through rigorous sanity testing and manual updates for branches.

Within a few months of joining the Salesforce account, I rapidly scaled up the Salesforce rollout:

• Rolled out Salesforce solutions to 747 branches, covering 1,474 licenses, optimizing branch operations and enhancing customer engagement.
• Led the Help & Support MVP2 deployment, delivering 7 features with 33 user stories tailored to enhance the Contact Center’s capabilities.
• My leadership ensured a smooth rollout of critical support features, boosting efficiency and client satisfaction.

IBM Solutions Delivery Inc., Philippines | Nov 2021 - Mar 2023

As an Application Management Services (AMS) Project Manager, I spearheaded the seamless delivery, operation, and optimization of software applications for BPI, leveraging Jira and ServiceNow to enhance our application lifecycle processes and drive digital transformation. Below are the key areas of my contributions:

• AMS Process Optimization
• Agile Project Management
• IT Service Management (ITSM)
• Application Lifecycle Management
• Incident, Problem, & Change Management
• Vendor & Stakeholder Management
• Data-Driven Decision Making & Continuous Improvement

By leveraging my expertise in Jira and ServiceNow, I significantly enhanced the efficiency and effectiveness of AMS processes, supporting BPI’s digital transformation initiatives and driving operational excellence.

Through these experiences, I have demonstrated my ability to lead complex projects, drive digital transformation, and deliver exceptional value to clients. My focus on strategic execution, innovation, and results has consistently led to successful project outcomes, client accolades, and enhanced team performance.

Professional Highlights Core Skills and Expertise

IT Agile Project Manager / Scrum Master (Unilab Account)

IBM Solutions Delivery Inc. (ISD), Philippines | Mar 2016 - Apr 2017

Dynamic IT Project Manager with extensive experience in Agile methodologies and a strong background as a Scrum Master. I have a proven track record of implementing robust incident management frameworks and delivering exceptional Application Management Services (AMS) support. My expertise lies in leveraging cutting-edge technologies to enhance IT infrastructure, optimize operational efficiency, and achieve successful project outcomes.

Professional Highlights:

• IT Project Management: Spearheaded the implementation of a comprehensive incident management framework and AMS support for the Unilab account, resulting in seamless operations and high-quality service delivery.
• Scrum Leadership: Led projects using Agile and Scrum methodologies, ensuring alignment with business objectives, improving project timelines, and exceeding stakeholder expectations.
• Data Protection & Recovery: Integrated Replication and Mirroring technology into Unilab's storage solution, significantly enhancing data protection and optimizing Recovery Point Objectives (RPO).
• Operational Stability: Implemented proactive measures using advanced monitoring and management tools to maintain the stability and performance of critical applications, thereby minimizing system downtime.
• Stakeholder Collaboration: Fostered strong relationships with internal stakeholders, tailoring support services to meet specific business needs, thereby driving operational efficiency and customer satisfaction.

Core Skills and Expertise:

• IT Project Management: Comprehensive project oversight from planning to execution, with a focus on delivering projects on time and within budget.
• Scrum Methodology: Proficient in leading Agile teams, facilitating Daily Stand-ups, Sprint Planning, Sprint Reviews, and Retrospectives to optimize team performance.
• Incident Management: Expert in designing and implementing incident management frameworks to quickly resolve issues and maintain business continuity.
• Application Management Services (AMS): Skilled in managing AMS support for large-scale applications, ensuring high availability and optimal performance.
• Data Protection: Advanced knowledge of Replication and Mirroring technologies to enhance data resilience and disaster recovery capabilities.
• IT Infrastructure Management: Strong background in optimizing IT infrastructure for enhanced performance and operational efficiency.
• Advanced Monitoring Tools: Proficient in leveraging tools for proactive application monitoring, ensuring system reliability and uptime.
• Collaboration & Stakeholder Management: Effective in engaging stakeholders, gathering requirements, and delivering tailored solutions that align with business goals.

By combining Agile project management skills with a deep understanding of IT infrastructure and data protection technologies, I have consistently delivered high-impact solutions that drive operational excellence and meet client objectives.

IT Project Manager (BPI Account) Professional Highlights Key Skills and Expertise

IBM Solutions Delivery Inc. (ISD), Philippines | Dec 2015 - Mar 2016

Dynamic and results-oriented IT Project Manager with a proven track record in leading complex, transformative projects. Extensive experience in coordinating cross-functional teams and implementing advanced technologies to drive efficiency and innovation. Demonstrated success in delivering high-impact solutions for top-tier clients such as BPI and Unilab, ensuring project excellence and customer satisfaction.

• ATM Infrastructure Upgrade: Led a pivotal project for IBM supporting BPI's upgrade initiative by replacing outdated ATM machines with modern AS400 models and implementing an advanced ATM switch system. This transformation significantly enhanced the bank's ATM network, improving customer experience and operational efficiency.
• EMV Technology Integration: Successfully integrated ATM cards with EMV chip technology, enhancing security and functionality, thus aligning with industry standards for safer banking transactions.
• Cross-Functional Team Leadership: Coordinated diverse, cross-functional teams to ensure seamless execution and timely delivery of project milestones. Fostered strong collaboration among internal and external stakeholders to drive project success.
• Parallel Project Management: Demonstrated adept multitasking by concurrently managing parallel projects for Unilab, delivering exceptional outcomes across diverse business domains without compromising quality or timelines.
• Stakeholder Engagement: Collaborated closely with stakeholders to understand project requirements, develop tailored strategies, and deliver solutions that exceed client expectations.
• Project Management: Proficient in end-to-end project lifecycle management, from planning and execution to closure, with a focus on meeting project objectives and KPIs.
• Cross-Functional Leadership: Skilled in leading cross-functional teams, promoting collaboration, and achieving alignment across various departments.
• Technology Integration: Expertise in implementing advanced technologies, including AS400 systems, ATM switch systems, and EMV chip technology for banking services.
• Stakeholder Collaboration: Strong communication and relationship-building skills to engage stakeholders at all levels, ensuring project alignment with business goals.
• Multitasking & Time Management: Capable of managing multiple projects simultaneously, prioritizing tasks effectively to meet tight deadlines.
• Problem-Solving: Analytical thinker with a proactive approach to identifying challenges and implementing effective solutions.
• Results-Driven: Committed to delivering high-quality results that drive customer satisfaction and business success.

By leveraging a combination of strategic vision, technical acumen, and leadership skills, I have consistently delivered impactful projects that transform IT infrastructure and enhance client operations.

IT Project Manager Professional Highlights Key Accomplishments Core Skills

SPI Global Inc., Philippines | Dec 2011 - Nov 2014

Results-driven IT Project Manager with extensive experience in leading large-scale, cross-functional projects across multiple sites in the Philippines and the US. Proven track record in managing diverse teams, executing complex implementations, and optimizing project workflows. Adept at strategic planning, budget management, and solutioning for competitive proposals, resulting in successful project outcomes and business growth.

• Team Leadership & Multi-Site Management: Led and managed teams of 10-15 members per site across various locations, ensuring seamless collaboration and optimal project performance. Successfully coordinated efforts between Philippine and US sites to meet project objectives.
• Large-Scale Deployment: Spearheaded a 1,000-seat implementation project, overseeing all phases from planning to execution. Delivered project outcomes that met or exceeded client expectations, staying within budget and time constraints.
• RFP Interpretation & Solutioning: Played a critical role in understanding Requests for Proposals (RFPs), coordinating solutioning efforts, and creating detailed Bills of Material (BOM). Successfully led the preparation and submission of competitive proposals, securing project wins and expanding business opportunities.
• Cost & Budget Management: Demonstrated expertise in managing project finances, including budget allocation, costing, and vendor management. Ensured efficient use of resources, leading to optimized project delivery and increased ROI.
• Process Optimization & Standardization: Developed and implemented best practices for project management, resulting in streamlined workflows, enhanced team productivity, and reduced project costs. Recognized for introducing standardized processes that improved operational efficiency.
• Stakeholder Engagement: Established and maintained strong relationships with senior management, clients, and vendors, ensuring stakeholder satisfaction and alignment with project goals. Provided regular updates on project progress, risks, and mitigation strategies.
• Successfully managed cross-functional teams of 10-15 members per site, achieving seamless coordination and delivering projects that met stringent quality and budgetary requirements.
• Delivered a 1,000-seat implementation project on time and within budget, showcasing strong project management capabilities and leadership.
• Won multiple project bids by effectively interpreting RFP requirements, coordinating solutioning, and preparing compelling project proposals and BOMs.
• Received accolades from senior management for outstanding leadership, strategic thinking, and contributions to successful project delivery.
• Project Management: Comprehensive expertise in managing all aspects of the project lifecycle, from initiation to closure.
• Team Leadership & Collaboration: Proven ability to lead diverse teams, foster collaboration, and drive high-performance culture.
• Cost Management & Budgeting: Skilled in cost control, budgeting, and financial oversight to maximize project profitability.
• Strategic Planning: Strong strategic planning abilities to align projects with business objectives and optimize resource utilization.
• Stakeholder & Vendor Management: Effective in building and nurturing relationships with stakeholders and vendors to ensure project success.
• Process Improvement: Proficient in identifying areas for improvement, implementing standardized processes, and enhancing operational efficiency.
• Problem-Solving & Communication: Exceptional problem-solving skills and clear communication, ensuring timely resolution of project challenges.

By leveraging a blend of strategic vision, leadership skills, and technical acumen, I have consistently delivered high-impact projects that drive business success and operational excellence.

Project Officer / Project Manager

Sun Cellular / DMPI, Philippines | Jun 2011 - Oct 2011

Versatile IT Project Manager and Solution Architect with a strong background in design, development, and deployment of digital learning solutions. Proven expertise in leveraging cutting-edge technologies to deliver comprehensive online training facilities, driving organizational learning and development initiatives. Demonstrated ability to manage full project lifecycles, from solution design to execution, while coordinating cross-functional teams to meet project goals and deadlines.

• Developed and monitored project schedules, budgets and objectives for successful completion.
• Enhanced project efficiency by streamlining communication channels and implementing effective collaboration tools.
• Worked closely with organizations, individual businesses and government agencies to foster welcoming climate for business.
• Partnered with project team members to identify and quickly address problems.

Key Accomplishments Core Skills

• End-to-End HR Training Online Facility: Spearheaded the development and implementation of a robust online HR training platform. Led the architecture design and development of the main website using HTML, CSS, and JavaScript, enhancing accessibility and user experience.
• Website & Solution Design: Leveraged Adobe Dreamweaver and Microsoft SharePoint to create a scalable online training facility. Demonstrated proficiency in web design and architecture, optimizing site functionality for seamless user engagement.
• E-Learning Module Development: Utilized Adobe Captivate to design and deliver interactive training modules, creating engaging learning content. Enhanced training delivery by incorporating audio and video materials, developed using Adobe Audition and Camtasia Studio.
• Content Optimization & Integration: Ensured compatibility of multimedia content by using tools like Format Factory for audio and video format conversions, optimizing content for online streaming and accessibility.
• Training Module Creation: Designed comprehensive HR training modules, covering a wide range of topics, and developed online exams and review sessions to assess participant knowledge and progress.
• Leadership & Project Management: Successfully managed the project lifecycle, from initial design to final implementation. Coordinated cross-functional teams, ensuring adherence to timelines, budgets, and quality standards.

Core Skills:

• Solution Architecture & Design: Expert in designing scalable solutions using HTML, CSS, JavaScript, and leading development tools like Adobe Dreamweaver and SharePoint.
• E-Learning Development: Skilled in creating engaging online learning experiences using Adobe Captivate, and enhancing content with audio/video editing tools.
• Project Management: Proven track record in managing full project lifecycles, coordinating teams, and delivering solutions on time and within budget.
• Content Optimization: Adept at multimedia content preparation, ensuring compatibility and seamless integration for online delivery.
• Cross-Functional Team Leadership: Effective in managing diverse teams to achieve project objectives, fostering collaboration and driving performance.
• Technical Proficiency: Proficient in e-learning platforms, web development, multimedia content creation, and training delivery.

By blending technical expertise with project management capabilities, I have successfully delivered dynamic training solutions that elevate organizational learning outcomes, ensuring a positive impact on employee development and performance.

Driving Business System Migration, Compliance, and Training Excellence

Accomplished Technical Training Consultant with a strong background in business system migration, training program management, and compliance initiatives. Proven expertise in leading transformative projects to ensure PCI DSS compliance, enhancing business processes, and delivering impactful training solutions. Adept at managing cross-functional teams, implementing innovative learning platforms, and equipping employees with the skills to excel in a dynamic telecom environment.

Key Accomplishments

• Business System Migration & Compliance:
• Spearheaded the successful migration of AS400 systems to Kenan FX and the implementation of Siebel Systems for PLDT, ensuring compliance with PCI DSS standards.
• Led end-to-end project management for system upgrades, meticulously planning and executing migrations to safeguard sensitive customer data, boost security, and enhance stakeholder trust.
• Coordinated system migration projects across PLDT affiliates, including INFOCOM, eVENTUS, PHILCOM, CLARKTEL, SUBICTEL, and call centers PLDT 177 and 171, ensuring seamless transitions and operational continuity.
• Training Program Leadership:
• Managed comprehensive PLDT Business Systems Training initiatives, equipping employees and affiliates with the skills to maximize the capabilities of new systems.
• Oversaw training for key teams, including the Sales Customer Business Systems Training Team and NSST Team, resulting in improved service delivery and customer satisfaction.
• Designed and delivered tailored training programs for PLDT sister companies, aligning training content with business goals and technical requirements.
• Innovative Learning Solutions:
• Authored and published Kenan FX and Serbilis manuals, providing in-depth guidance for technicians, employees, and contractors, enhancing system utilization and efficiency.
• Developed and launched E-Learning and M-Learning platforms, enabling on-the-go access to training modules via portals and mobile devices. This innovation significantly increased training accessibility and flexibility for field personnel.
• Pioneered digital learning solutions, optimizing the delivery of training content and empowering PLDT staff to stay up-to-date with system updates and best practices.
• Continuous Improvement & Innovation:
• Implemented a proactive feedback mechanism to enhance training programs, aligning content with evolving business needs and emerging industry trends.
• Leveraged performance metrics and emerging technologies to drive continuous improvement in training delivery, ensuring PLDT’s training initiatives remained effective and relevant.
• Fostered a culture of continuous learning and innovation, empowering employees to adapt to new technologies and processes, thereby maintaining a competitive edge in the telecom industry.

Core Skills

• Business System Migration & Compliance: Expertise in managing system upgrades, ensuring compliance with industry standards like PCI DSS, and safeguarding sensitive data.
• Training Program Development & Management: Proficient in designing, delivering, and managing training initiatives, tailored to enhance employee skills and system utilization.
• E-Learning & M-Learning Solutions: Skilled in creating digital learning platforms, enabling scalable and flexible training delivery.
• Project Management & Leadership:Strong track record of managing cross-functional projects, coordinating with stakeholders, and achieving project milestones on time.
• Technical Writing & Documentation:Experienced in developing comprehensive manuals and guides, enhancing user adoption and proficiency.
• Stakeholder Engagement & Collaboration: Adept at building relationships with internal and external stakeholders to drive project success and align training initiatives with business objectives.
• Continuous Improvement: Committed to driving innovation and process optimization, ensuring training programs evolve with business needs.

By combining technical expertise with project management acumen, I have significantly contributed to PLDT’s success in business system migrations and training excellence, ensuring that both employees and affiliates are equipped to thrive in a rapidly changing industry landscape.