Iris Cajepe Suason
126 Buri St. Ayala Alabang Village
Muntinlupa 1780
E- mail:-Tel: (Home) -,
(Mobile) -; -
Employment History
1. Oracle Corporation
Position Title:
Work Description:
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APAC Partner Service Delivery Manager (Mar 2019 – April 2020)
For small/medium partner accounts, act as a single point of contact within Oracle.
Manage the contract, maintain accurate account information and manage the delivery
performance in line with Oracle's processes and policies.
Plan and deploy finance related activities (included but not limited to forecasting, PO submission,
accruals) to ensure effective delivery within agreed budget constraints.
Advise the account on the effective and efficient way to use Oracle support services and
products, tools, systems, interfaces and procedures.
Assist in the renewal of Support contracts, and contribute to pre-sales activities.
Communicate opportunities for customers to engage with Oracle such as technical events and
business seminars.
For medium/large accounts, provide back office support to one or more senior TAM. Activities
may include amongst other requirements defined by the business items such as reporting,
forecast preparation, PO submission, accruals.
Position Title:
ASEAN Sales Operations Specialist/PH Customer Service and Business
Development Representative (Jul 2016 – Feb 2019)
Work Description:
o Responsible in converting potential sales such as customers that have taken some pre-required
courses and are ready to move on to the next suggested courses.
o Full responsibility over assigned Customers, such as: pre-sales stage to closing, during training; as
well as post-training to ensure customer satisfaction.
o Actively participating in ASEAN sales forecast review to better be aware of sale opportunities.
o Assist and manage Resellers on their day to day transactions.
Position Title:
2016)
Work Description:
APAC Senior User Adoption Services Operations Specialist (Nov 2014 – Jun
o Took over complete responsibility of UAS Operations (Project Manager).
o Provides programs to improve operational efficiency, consistency, and compliance in support of the
organizations financial and tactical business objectives.
o Develops, communicates, and trains the organization on business practices and processes.
Position Title:
Work Description:
APAC User Adoption Services Operations Analyst (Nov 2013 – Nov 2014)
o Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services,
Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely
transaction processing.
o Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus
business objectives.
o Communicate Oracle Business Practices to the organization and monitor process and approvals for
full compliance.
o Drive implementation of new processes and procedures.
Position Title:
2013)
Work Description:
APAC User Adoption Services Business Analyst - Ops (Jan 2010 – Nov
o Receive, fill up and manage all necessary documents of a UAS project
o Track and manage time sheets of the consultants and subcontractors for each UAS project across
Asia Pacific and ensures that billable work time have been entered on each project for revenue
purposes.
o Ensures that the billable and non- billable expenses are entered accurately against the UAS projects.
o Run and maintain reports from Client system to ensure that correct revenues and invoices are
generated every month for each project.
o Responsible for ensuring all revenues and invoices are interfaced every month end.
o Create and assist with ad hoc reporting requests as required (raise SRs, raise POs and subcontractor
set up).
o Receive and manage subcontractor and supplier invoices in iProcurement.
2. Dell Inc.
Position Title:
Work Description:
Customer Care Senior Assistant (Feb 2008 - Apr 2009)
o Provide sales support through customer care activities.
o Handles queries on dispatch, shipments, return orders, and rebate coupons.
o Facilitate customer order fulfillment.
o Liaise between customer and Dell.
o Focuses on driving positive and sustainable customer experience according to Dell's
standards.
3. AskMeNow Inc.
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Contributed in the development of protocols and documentation (structure and details).
Handled added responsibilities from Corporate, HR, Finance, and Admin.
Developed a systematic structure for real time reporting.
Coordinated special projects and handled full project implementation.
Trained additional Customer Support Specialist.
Handled client and operations reporting
Position Title:
Work Description:
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Operations Support Specialist (May 2007 - Nov 2007)
Customer Support Specialist (May 2006 - Apr 2007)
Managed full cycle of technical problem solving.
Provided post- purchase support, resolved complaints, processed returns and special orders.
Coached workforce to ensure service quality generated customer loyalty and repeat business.
Position Title:
Work Description:
Internet Research Specialist (Dec 2005 - Apr 2006)
o Provided accurate responses to questions sent by American customers based on general
information such as US culture, lifestyle, sports, geography, entertainment, current events,
history, trivia, etc. with the use of internet to search for answers and send the responses to
customers within the quickest possible time.
4. Call Asia, Inc.
Position Title:
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Produced and maintained individual sales and performance reports of Agents for database.
Monitored Agent and customer interaction that protected the client specified policies and
procedures as stated in the QA guidelines.
Suggested improvements at the agent and project level through evaluations and reports that
ensured client standards were maintained and/or exceeded.
Screened Agents recorded sales before passing it to the third party verification that minimized
the time needed to approve verified sales.
Position Title:
Work Description:
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Quality Assurance Specialist (Oct 2004 - Nov 2005)
Call Center Representative (Nov 2003 - Oct 2004)
Brought in new clients that grew orders.
Phone sales, assisted sales representatives, and conducted promotional presentations.
Built relationships and truly learned customer needs.
Educational Background
Major in BS Biochemistry
University of Santo Tomas, España, Manila
Graduation Date: March 2003
Business Skills Development Course:
Working Globally (March 2018)
Finance for non-Financial People (Nov 2019)
Certification:
Eligibility for Career Service Professional Exam (2003)
Oracle Training Center Proctor Accreditation Exam (Sept 2018)
ITIL Foundation V4 Certificate in IT Service Management: Credential ID: GR-IS (Feb 2020)
Awards:
Dell Elite Employee of the Month for August 2008 and January 2009
Oracle University APAC Top Operations for FY13 and FY14
Oracle University Rock Star FY14 Q3
References:
Heejin Lim
Partner Management Team Lead JAPAC, Oracle Corporation, -,-Ma. Dynah Tuason
Customer Care Team Manager, Dell Inc.,-,-Ricardo Tongko
Operations Manager, AskMeNow Inc.,-,-
