Mark Augosto Barretto

Experience

• 

  Singtel

  Dec 2018 - Feb 2021

  Senior Customer Care Officer

  Assigned to do outbound calls for customer who are not happy with the services and ensure customer retention. • Assist onboarding of newly hires and coach them on a regular basis. • Handle all inbound calls pertaining to customer general enquiries, complaints, comments, feedbacks and other raising issue related to the company's products. To exceed customers expectation in terms of customer service & accurate information. Work in a team to achieve the required KPI elements

• 

  Capgemini

  Mar 2021 - Jan 2023

  Program Management Office Consultant

  Robust in managing multiple projects across different technologies & project deliverables. • Engaged in diverse roles in program management office for a utility sector. • Handles 90 resources (onshore and offshore) in different time zones on resource management for digital transformation engagement on group procurement implementation & manage services, Robotic Automation & Smart Meter Operations.• Work closely with project managers (Capgemini & client) on the project deliverables, project governance plan, organizational structure, project timelines, deliverables signoffs & all reporting needed for weekly, bi-weekly & monthly reporting.• Ensures to follow client's project management methodology. • Ensures day to day operation is met and escalate to PM and team leads if there’s any issues that needs to address. • Handle the team in the absence of the PM and ensures delivery is within the agreed time.• Work closely with PM on resource & financial forecasting, revenue, cost & margin.• Responsible in all operational activities in the project and all financial related activities such as PO, Invoicing & Collection.• Track all risks, mitigation & action items on a daily basis & handles daily scrums call internal & external. • Support sprint planning, review & retrospective. Regular internal dexternal communications via mails, calls, & meetings. • Ensure all project documents are in place & stored in MS teams project team folder, sharepoint & client private cloud• Coordinate with all team leads on the project deliverable & timeline updates for Steerco and PWC deck.• Onboards newly hires and provide onboarding introduction to the team.• Monitor project plans, project timelines, project schedules & ensures SLAs are met.• Responsible on demand requirements to fulfillment.Prepare deliverable acceptance forms for Sign offs, PO & invoicing purposes.• Responsible in approving the timesheet of all resources to ensure forecast and actuals are the same. Show less