JEROME L. MEJICA
Resource Manager
Summary
Supportive Team Lead with 5 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Supervising Associate – Resource Manager
EY GDS Philippines Inc.
10.2018 - Current
- Provide project leadership, assemble cross functional teams, define roles and work direction, and provide regular feedback
- Works with staff managers and Human Resources (HR) to manage personnel and staffing issues
- Build strong partnership/network relationships across business unit to provide highest levels of customer service
- Expertise in staff management and career development
- Collaborate with discipline leads and national resource management group to ensure target utilization of regions and offer career development opportunities
- Recommend process improvements for Resource Management
- Manage freelance and contract worker relationships, including financial tracking and invoice payments
- Try to limit use of temporary resources through optimization of permanent resource allocation
- Work with department managers to facilitate career development discussions and develop action plans to aid in learning and growth opportunities
- Responsible for attendance, performance and developmental management of pool officers
- Attend and provide management support to Resource management meetings
- Collaborate with project managers to understand project resource demands and assist in schedule development
- Provide data input for workforce strategy, maintain resource forecasts and monitor implementation of departmental workforce strategy
- Develop and manage ongoing supplier guidance and forecasted work volumes to partner field resources
- Support performance and counseling process within business, including management of high and low performers
- Analytical Thinking; tackle problem by using logical, systematic, sequential approach and as illustrated through financial, contractual, business reporting
- Provide demand and / or roles analysis and reporting that assists supply organization to be prepared for coming work
- Demonstrated critical thinking and analytical abilities
- Maintaining metrics and reports around allocation of resource allocation
- Provide supply and demand reporting and analysis to demand contact
- Generate and maintain all resource management reports and analytics including utilization and demand / supply gaps.
- Continuously assessed the effectiveness of existing resource management strategies, refining processes as needed to ensure optimal performance at all times
- Championed process improvements across the organization, leading to increased efficiency in resource utilization and reduced waste
- Streamlined resource allocation processes by implementing efficient scheduling and tracking systems
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts
- Mentored junior staff members in effective resource management techniques, fostering a culture of continuous improvement within the team
Auto Collection Specialist 1
J.P. Morgan Chase and Co.
05.2017 - 10.2018
- Maintain excellent knowledge of our portfolio of products and services in order to understand customers' needs to be able to help resell the value if needed when collecting balances to help prevent cancellations
- The customers is to be encouraged and educated why they should pay in due time and what are the sanctions if they could not pay on time
- Respond to incoming requests for payments and persuade our customers to pay their services and remain with us
- Proactively contact customers who are identified with pending balances and ensure that every opportunity to collect these customers is investigated
- Identify opportunities to turn dissatisfied customers into happy customers
- Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of increasing pending balances
- Report regularly to team leader on all activities relating to the role
- Meet department production and performance KPI's consistently.
Training and Quality Lead/Team Lead
TATA CONSULTANCY SERVICES
03.2014 - 02.2017
- Trained all newly hired agents on product and systems utilization for an insurance claims account
- Provided performance reviews and developmental feedback on a monthly/quarterly/annual basis
- Designed effective training programs for both new and existing call center employees
- Supervised 5 associates handling outbound insurance sales
- Supervised 6 associates handling inbound insurance claims
- Provided training on how to use the equipment and the proper scripts to use
- Provided ongoing training regarding customer service skills
- Trained staff concerning privacy laws
- Provided input, guidance and coaching to the team to insure continuous improvement
- Scheduled and coordinated all the quality and performance monitoring activities of QA staff
- Scheduled, coordinated and reported on both internal and external audit functions of the quality management system
- Supported managers by providing detailed weekly and monthly QA trend reports
- Managed internal and external clients' expectations related to quality management
- Identified, documented, tracked corrective actions to closure
- Ensured the performance and quality of services conform to established company and regulatory standards
- Identified development opportunities using quality assurance (call monitoring) and provided ongoing training, coaching, and mentoring on an as needed basis
- Analyzed data to identify trends and behaviors from a performance standpoint and made recommendations for improvement
- Wrote individual developmental plans for my team, as well as, mid-year and year-end appraisals
- Set monthly and daily sales goals for outbound call team according to company objectives
- Supervised inbound team to make certain they answered questions knowledgeably and thoroughly.
SME (Subject Matter Expert)
TATA CONSULTANCY SERVICES
03.2013 - 02.2014
- Generated Sales for an outbound financial account
- Handled outbound insurance sales
- Responsible for answering team members questions on product specifics
- Provided coaching and mentoring to team members
- Developed different sales techniques to help improve team's sales performance.
Customer Service
CybernetSlash Support Philippines.
07.2011 - 11.2011
- Manages accounts for a Business-to-Business Program
- Recognized as the Top Trainee for exceeding all the targets while on training
- First to be Certified to take in calls from the batch.
Customer Interaction Associate, Inbound Sales and Customer Service
TELUS International Philippines, Inc.
6 2008 - 6 2011
- Consistently generated revenue for the client by utilizing thorough product knowledge and sales techniques to up-sell and cross-sell different products
- Recognized as the Top Delight Agent for exceeding customer satisfaction targets
- Assisted the Supervisor by monitoring calls and providing necessary performance feedback
- Provided support to the Supervisor by rolling out incentive programs that helped in the attainment of productivity goals
- Provided timely and effective resolution of customer inquiries.
Co-owner and General Manager
Best Friends Bar and Grill
05.2009 - 07.2010
- Managed day-to-day operations
- Audited daily revenue
- Planned and coordinated Bar Events
- Actively involved with Promotions and Marketing
- Responsible for Staff Hiring and Training; initiated reward programs that promoted work efficiency.
Education
Bachelor of Arts - Mass Communication
University Of The East
Manila 06.2004 - 03.2008
Skills
- Excellent understanding of how a call center should function
Microsoft Office
Reports Generation
Solution development
Conflict resolution
Resource management
Works well with others and has good interpersonal abilities
Good verbal and written communication skills
Excellent organizational abilities
Excellent understanding of how a call center should function
Multitasking
Task Prioritization
Time management abilities
References
Available upon request
Accomplishments
- Tier 1 and Tier 2 Anziif Certified
- Part of the Project Autumn Team which aimed to reduce claims cost for Marsh-Optus client by
2.6M AUD within 6 months. - Consistently help Business Teams meet their Utilization and Target Hours
- Awarded as part of High Performing Team 2024
Certification
Change Management
Timeline
Change Management
05-2019
Supervising Associate – Resource Manager
EY GDS Philippines Inc.
10.2018 - Current
Auto Collection Specialist 1
J.P. Morgan Chase and Co.
05.2017 - 10.2018
Training and Quality Lead/Team Lead
TATA CONSULTANCY SERVICES
03.2014 - 02.2017
SME (Subject Matter Expert)
TATA CONSULTANCY SERVICES
03.2013 - 02.2014
Customer Service
CybernetSlash Support Philippines.
07.2011 - 11.2011
Co-owner and General Manager
Best Friends Bar and Grill
05.2009 - 07.2010
Bachelor of Arts - Mass Communication
University Of The East
06.2004 - 03.2008
Customer Interaction Associate, Inbound Sales and Customer Service
TELUS International Philippines, Inc.
6 2008 - 6 2011
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