Barbara Tolentino

Experience

• 

  Baker McKenzie

  Jul 2010 - now

  • Responsible for Operations and Incident management CMM Manila team, supervising and implementing appropriate high quality customer service and accomplishment of tasks.• Supervise, guide and motivate the team to ensure delivery of exceptional customer service by meeting goals and strategic objectives• Report/track the volume of Support Tickets and ensure that the Incident load is fairly distributed among team members. Ensure work is completed in accordance to the Service Level Agreement criteria• Lead weekly team meetings to ensure the team is collaborating on projects, testing and knowledge sharing. • Maintain strong working knowledge of tasks/projects assigned to the team and continually strive to enhance knowledge through trainings, participation in projects and improvement initiatives.• Oversee and provide guidance in the members' work delivery• Implement process improvements and set best practices for incident management and data quality initiatives ensuring targets and customer success are achieved.• Own escalations from Business groups. Work with the team to identify and implement appropriate solution. • Lead development checkpoint calls with Engineers to ensure effective collaboration on projects, testing and knowledge transfers• Direct collaboration with Product Manager to implement project requirements, timeline and resources. • Collaborate with Key Stakeholders/Service Owners on project deliverables and own implementation, resource and incident/change management of solutions under the team's portfolio.• Provide feedback and performance review for team members.• Own escalations from Business groups/stakeholders and liaise with development team to identify appropriate solution.• Understand, gather requirements of escalations or BAU initiatives and work with the Development team on timeline and resource allocation.• Perform On-Site Manager Functions to the Applications team members. Show less

  • Manager, Client Matter Management Solutions

    Jul 2021 - now

  • Assistant Manager - Client Matter Management

    Jul 2017 - Jun 2021

  • Supervisor

    Jul 2016 - Jul 2017

  • Team Lead

    Jul 2015 - Jun 2016

  • Senior Researcher

    Jul 2014 - Jun 2015

  • Researcher

    Jul 2010 - Jun 2014