Adian Bustillo

Adian C. Bustillo Lot 11 Block 12 Diamond St. Mineral Village Bajada Davao City 8000, Philippines Mobile:- Landline:-- Work Experience Sutherland Global Services Senior Program Manager – Nov. 2015 to August 2017 Overall program owner for a security software company, which provides both TS and CS support for product subscribers. Provided oversight to Voice and Chat lines of businesses, as well as a PFS – FTE based program. Remotely managed a satellite group of 20 FTEs based in Chennai, India. Responsible for meeting client facing metrics, in parallel with optimizing workforce capacity and productivity. Achievements: Davao became the preferred site for HC expansion, from 2nd biggest it currently holds the largest number of FTEs enterprise wide, primarily attributed to site performance and profitability. Successfully spearheaded the launch of a special project (Next Best Action) which was centered on providing value add to customers via customer education and upsell/cross sell offer and acceptance rates. VXI Global Holdings Associate Director – Sept. 2014 to July. 2015 Provided end to end oversight for managing voice operations for a major telecom company. Conceptualized the basic framework of the FTE scorecards and formalizing the MSR utilized for profiling and recruitment efforts for the program. Managed internal metrics critical to maintaining profitability and revenue generation Regular client engagement via regular business reviews and tail gate sessions. Responsible for meeting overall contractual requirements. Key metrics which were focal points are Customer Experience Scores and Posted Revenue/Sales. Achievements: Became the Top Site based on BPS rankings for June 2015 across all vendors, maintained stature as part of the top 10 partner vendors for 2 months. Sutherland Global Services Senior Program Manager – Jan. 2012 to Sept 2014 Managed voice and non voice operations which provided technical support and customer service for a major security software company. Responsible for achieving key client metrics -Net promoter Score and Retention rate, while driving internal objectives such as productivity and attaining revenue targets. Responsible for selection of program hires and timely acquisition of required workforce during ramp seasons. Took on the role of project lead for upselling initiatives by the client. Achievements: Became instrumental in driving and achieving the sites Retention and NPS goals. Consistently kept DV as the best performing site for saves rate. Account Manager – November 2009 to January 2012 Simultaneously managed activities for 2 accounts which ran on voice and non voice media, the client was an online entertainment company and a media-software services provider. Primary correspondent with the client and was responsible for workforce management schemes, overall tactical operations, performance management and client invoicing. Achievements: Program has expanded its operations in Bulgaria to provide multi language support for the European base. Senior Team Manager – March 2008 to November 2009 Managed micro teams, comprised of frontline consultants who had the primary task of achieving sales targets, this is for a premium service provided by a major antivirus company. Employed performance improvement plans for frontline resources. Implemented rewards systems which drove conversion rate and revenue per call to exceed client requirements. PeopleSupport Inc. Program Supervisor- Jun 2007 to March 2008 Spearheaded the launch of a new line of business for an original equipment manufacturer. Managed micro teams comprised of technical support representatives. Key metrics were CSAT and Upsell rate for Apple Protection Care Achievements: Responsible for the startup and growth of a tech support program. Escalation/ Special Projects team -Jun 2005 to May 2007 Became the last point of escalation for unresolved customer issues. Provided direct communication to the clients regarding emerging issues and recommended solutions which can be cascaded as general floor practice. Achievements: Appointed as Program Manager OIC, and provided remote oversight for the launch of satellite operations in our Makati office. Tier 1 Representative - Feb 2005 to May 2005 Responsible for the provisioning of broadband services acquired by customers Initiated outbound contact to Telcos and customers to follow through on acquiring customer information which was relevant to order completion. Achievements: Moved to escalations team after 4months of Tier 1 exposure. Sykes Asia Inc. Tier 1 Tech Support Representative- June 2004 to January 2005 Provided technical support to customers who experience connectivity issues with their DSL service. Achievements: Awarded CSAT Superstar for Business DSL Education Ateneo de Davao University Bachelor of Arts Major in Psychology Personal Background Born on November 09, 1980 in Zamboanga City, Philippines. Possesses adequate knowledge with MS applications. Interests: Mountain Biking and Music References Available upon request.