Raymond Valencia

Experience

• 

  Maersk Global Service Centres

  Jan 2006 - now

  Responsibilities:Act as primary contact person for the team with other sites, business units and customersMonitor daily operations and act as the first escalation partyRegularly check system and applications’ performance Manage staff's leaves and attendance efficientlyEscalate issues which require Manager’s action and decisionImplement a manageable workload distribution for the assigned groupParticipate in Weekly Telecons/Video calls with stakeholders and service provider counterpartsAdminister weekly round-up meetingsFoster team and individual growth through coaching, mentoring, and serve as a resource personEncourage collaboration among team membersManage succession planning for the assigned groupEnsure the assigned group is achieving the target KPIs Generate and implement process and service improvements directed towards increasing the quality and scope of eBIS SupportEnsure frequent review of SOPs and make recommendations for process improvement Monitor adherence to Standard Operating Procedures (SOPs) for daily operationsArrange for direct reports to be trained to the required level of competency for their positionEnsure contingency cover is in place.Ensure proper documentation of applications being supportedManage succession planning for key positions / rolesManage 10-20 Support membersHighlights:Yellow Belt certified – in houseHeaded the Global SOP Consolidation Project for EBIS (EDI support) communityMember of the project team for EDI Standard Packages ProjectService Delivery – Transition focal for EBIS support20% reduction of tickets for EBIS support or 4 FTE savingsHeaded RFT and MTTR measurement implementation for EBISCompleted "Leader of Others" trainingWon best team award for Information Technology ServicesITIL foundation certified Show less Act as primary contact person for the team with other sites, businessunits and customersMonitor daily operations and act as the first escalation partyRegularly check system and applications’ performanceManage staff's leaves and attendance efficientlyEscalate issues which require Manager’s action and decisionImplement a manageable workload distribution for the assigned groupParticipate in Weekly Telecons/Video calls with stakeholders andservice provider counterpartsAdminister weekly round-up meetingsFoster team and individual growth through coaching, mentoring, andserve as a resource personEncourage collaboration among team membersManage succession planning for the assigned groupEnsure the assigned group is achieving the target KPIsGenerate and implement process and service improvements directedtowards increasing the quality and scope of eBIS SupportEnsure frequent review of SOPs and make recommendations forprocess improvementMonitor adherence to Standard Operating Procedures (SOPs) for dailyoperationsArrange for direct reports to be trained to the required level ofcompetency for their positionEnsure contingency cover is in place.Ensure proper documentation of applications being supportedManage succession planning for key positions / rolesManage10-19 Support members Show less

  • Team Manager

    Jan 2006 - now

  • Senior Team Lead

    Jan 2006 - now