Zandro Antonio Zamesa

Experience

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  Amihan Global Strategies (AGSX)

  Apr 2011 - Mar 2022

  Admin Staff

  • Create and execute career development plans.• Create timesheets and expense reports• Direct, control, motivate, mentor, build and develop staff.• Interview, hire, develop, train and promote high performing individuals• Conduct semiannual and annual performance reviews for direct reports

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  National Payment Network, Inc.

  Apr 2011 - Jun 2013

  Customer Service Specialist

  • Ensures total customer satisfaction.• Facilitates cancellation of car loans, biweekly car loan payments, mortgage payments for customers• Act as escalation for supe calls and handles customer complaints.

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  Digitaria, a JWT Company (Now Mirum Agency)

  Jun 2013 - Jul 2014

  Digital Marketing Analyst

  • Assign and Review reports to Analyst basing on what the client needs and set deadlines.• Analyze ticket request and produces the requested report to clients. • Act as escalation point and QA for all requests and incidents from Junior Analyst.• Provide data and reporting of KPI's and trends to Intel Client• Develops service and business level objectives to set clear expectations and measure performance.• Making sure that deadlines are met and communicate to client if there is a need for extension for the requested reports. Show less

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  Amihan Global Strategies Phils. Inc. (Telmate LLC)

  Jul 2014 - Oct 2017

  Support Manager

  • Oversee 100% of the requests, incidents and alerts in Zabbix and Slack messaging. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents from team members. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. • Provide data and reporting of KPI's and trends to Client in ad-hoc & scheduled (weekly, monthly, etc.) intervals as needed. Will drive ticket deep dive analysis and develop strategies for improvement. Work to make Support deliver the ultimate customer experience through service delivery across all customers. Monitor and manage tickets (participating in escalated incidents as needed).• Oversee technical solutions repository & client documentation repository and ensure top quality solutions are available to the support staff. Develops service and business level objectives to set clear expectations and measure performance.• Make sure that SLA and SLO are met. Show less

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  Amihan Global Strategies (AGSX) (Shared Services)

  Oct 2017 - Mar 2022

  Technical Support Manager

  • Oversee 100% of the requests, incidents and problems starting in the support desk. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents from team members. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. • Provide data and reporting of KPI's and trends to Director of Service Delivery in ad-hoc & scheduled (weekly, monthly, etc.) intervals as needed. Will drive ticket deep dive analysis and develop strategies for improvement. Work to make Support Desk deliver the ultimate customer experience through service delivery across all customers. Monitor and manage ticket and phone queues (participating in escalated incidents / calls as needed).• Oversee technical solutions repository & client documentation repository and ensure top quality solutions are available to the support desk staff. Develops service and business level objectives to set clear expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support across all managed RapidScale customers. Advise management on situations that may require additional client support or escalation.• In support with the Director of Service Delivery, manage process for communicating outage/emergency activities to the organization and customers. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. Show less

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  Avensia

  Jan 2022 - now

  Director Of Development PIM (Product Information Management)

  My function's primary objective is to ensure the successful execution of projects by allocating the appropriate number of resources with the necessary competence and skills over time. This guarantees the delivery of high-quality work and enhances customer satisfaction. Additionally, We aim to foster employee satisfaction by promoting a culture where employees can grow, assume responsibility, and embrace the Company’s culture.• Responsible for ensuring optimal staffing not only from the perspective of our colleagues but also from a commercial and customer standpoint.• Oversees the co-workers, their wellbeing and development by coaching and supervision.• Responsible for recruitment to meet its headcount (TTS) targets and secure that we have the right assessment both by tests and interviews during the process.• Do regular follow-ups with the co-workers and is responsible that everyone in the team contributes to Avensia as a whole.• Secure the staffing needs according to recruitment plan and TTS • Conduct regular 1-1, individual development plans and goals as well as yearend reviews to enable co-worker growth and development. • Monitors individual metrics and performance versus targets and take corrective actions when needed. • Manage the onboarding and offboarding process. • Leads according to our Leadership values; by being a good example and deliver results through our values by lead, develop, coach and empower your co-workers to perform and grow according to agreed goals • Deliver on defined KPIs, contribute to the overall business goals • Communicate and ensure understanding of company as well as functional goals, mission and vision to your team in a clear and inspiring way • Ensure quality standards for applicable process and contribute to continuous improvement of Way of Working to secure operational excellence. Show less