1. ARLENE GAMBOA AMBROCIO
Phone: +63-916-479-0319 / +63-977-249-4719; Email: AGA_111.2618@yahoo.com
Profile: An awarded leader with a successful experience in managing multiple teams in a demanding multinational environment.
Consistent top performer with a track record of consistently meeting and exceeding client expectations. Adept at managing
teams out of CritSit; process improvements and reengineering. Skilled at training and onboarding new leaders and building a
good relationship with the clients.
Core Competencies:
6-sigma Green Belt Certified Transition Management Process Reengineering
Strategic Planning Risk Management Coaching & People Management
Negotiation Issue Management Client Management
Client Presentation/Reporting Process Improvement Motivator & Team Player
Financial Forecasting Good Communication Computer Literate
Career Progression:
• Cared for a son; Managed household budget and oversees home renovation projects & schedule of independent
contractors for repair and maintenance
• Participates in the stock market to purchase equities with profitable returns.
2nd Line Operations Manager (Payroll Garnishment COE) Apr. 2011 – Dec. 2012
(Assigned to manage 7 Payroll Garnishment teams from 7 accounts after showing a good performance in managing the whole
account throughout the reverse transition process)
Key Achievements:
• Played a major part in the completion and implementation of several process reengineering and process improvement
projects for several accounts
• Stopped attrition for the seven accounts in less than 6 months
• Led several teams through different successful systems migration and development of new processes in relation to the
new systems in use
• Managed the resolution of over USD300K of overpayments for the biggest Garnishment team
• Completed a Six Sigma Green Belt Project on Audit & Error Reduction which increased the accuracy rate to 100% and
gave the account an annualized savings of USD60K.
• Created tools for the audit process and reporting (i.e. Automated Macro tool for Audit Reporting/Trending, Audit
Checklist, Audit Log, and Automated Macro Tool for Daily Percolator Reports etc.) which reduced time for creation of
reports to approx. 2 hours/day and improved the accuracy of the reports.
• Created a Training Plan/Calendar for the team based on the Audit Reports to address the reduction of errors and
improving the efficiency of every team member.
• Drafted the first Audit process for the biggest Garnishment team including the Audit tracker and Audit Checklist.
• Led process reviews for several teams/accounts to identify process gaps and address current issues
• Trained and on-boarded 2 new successful 1st Line Operations Managers for US Payroll Garnishments
Duties/Responsibilities
• Manages the daily operations of US Payroll Garnishments for 7 accounts & ensures all team meet and exceed SLA/KM
requirements
• Works with Account Managers and Leads in replicating “best practices” and “process improvements”
IBM Business Services, Eastwood City (April 2006 – December 2012)
Career Pause/Full-time Homemaker/Stock Market Investor (January 2013 – Present)

2. • Coordinates with the US Garnishment SME for the most recent policy changes of each state and ensures that all teams
are informed and all process documentations are updated.
• Facilitates meetings with the client and all other teams to align process improvements, issue resolutions, etc.
• Manages the resolution of issues, from the creation of the RCA, communicating to the stakeholders/clients and ensuring
that controls/improvements are in place to prevent future recurrences.
• Weekly and Monthly reporting to the Domain/Center regarding the overall performance of the Payroll team (SLA, KM,
labor hours etc.)
• Accurate financial forecasting for the whole Payroll Garnishment team and alignment of forecasts with each account.
• Ensures the stability of the process and team via cross-training, succession planning and having back-ups in place for all
teams.
• Identifies, evaluate and manage risks and setting up plans to prevent future occurrences.
• Ensure 100% compliance of all teams/account with Center Business Controls
• Provides leadership guidance and support to the Leads via regular coaching sessions
• Coordinates with the Recruitment team in filling-up the vacant posts in Garnishment
Senior Client Service Manager Jan. 2011 – Apr. 2011
Client Service Manager Sept. 2008 – Dec. 2010
(Promoted to a Service Manager role for EDM, Payroll and Relocations in 2008 due to a strong presentation skills and very
favorable feedback from the client.)
(Promoted to a Senior Service Manager role handling Benefits, EDM, Payroll, Relocations and later Contact Center as well. I also
assumed the Client Operations Manager role for the whole account as of November 2010.)
Key Achievements:
• Received an individual “Customer Service Satisfaction Leader” award to recognize outstanding customer service as
commended by the client.
• Received an individual “IBM Stripes” award for excellent performance and customer service
• Received a “Bravo Team Award” for getting my team out of CritSit and for the continuous improvement and zero errors.
• Successfully managed the account through the first reverse transition activity and remained as the sole post-transition
point-person for the account
• Managed the progress & completion of the first reverse Transition Project Plan for the whole account
• Ensured that the transition activity meets Business Control requirements and no data privacy violations occur
• Managed several client and account-initiated projects and ensures successful implementations of all projects
• Managed the completion of a clean-up activity (1,700 files) and ensuring that all new Process Owners are efficient and
error free under a “Get-Well Plan” which increased client trust and confidence after a CritSit
• Led successful client corporate audits, process deep-dives, process improvements etc.
• Improved the Daily Reporting Tool of the Benefits team to ensure a more accurate data count and completion status of
transactions
• Managed the transition of GIW to RAPID to improve operational delivery and lessen processing time of received
documents.
Duties/Responsibilities
• Maintains positive client partnership and quality service to the client by facilitating fast management and resolution of
issues across different domains/processes (Payroll, Benefits, EDM, Relocations)
• Aligns with the Contact Center & Case Management team regarding interlocking process improvements and issues with
EDM, Payroll, Relocations and Benefits process
• Facilitates regular meetings with the client and the different teams involved

3. • Weekly & Monthly reporting of SLA’s, KM’s, issues, projects, process improvements (etc.) to the client and to the Center
Leads.
• Acts as the end-to-end integrator for any cross-domain and cross-tier process issues or escalation
• Ensures that the account Financials are 100% within standard forecast values at the end of the year
• Ensures 100% account compliance with the Center Business Controls and Contract agreement with the client in relation
to process changes, systems and security data access etc.
• Aligns BCP preparedness for the account and ensures that the team is BCP ready and all documentations are in place
• Prepares the team for internal and external audits (i.e. SOX, ISO Certifications etc.)
• Documents best practices for sharing and replication by other teams
• Leads the annual Year-end Kick-off and Post-mortem presentation to the client to discuss the Year-End Plan for Payroll,
Contact Center, Relocations and Benefits
HR-Admin SME/DSP Lead (promoted from HR Admin Process Owner Apr. 2006 – Aug. 2008
(I started as a Process Owner and because exemplary performance and consistent positive feedback from the client, I was given
a lateral promotion as a DSP Lead just 7 months later)
Key Achievements:
• Received a “Thank You Team Award” to commend the extent of dedication that my team has shown in resolving issues
and zero errors
• Led and guided the whole team throughout the long DSP (Downsizing) process, numerous process changes and legal
requirements.
Duties/Responsibilities:
• Provides daily guidance to the DSP team by managing the day to day downsizing process
• Involved in direct interface with the clients (esp. HR Managers) and other personalities in the different departments
regarding DSP hand-offs in order to keep the DSP process running smoothly
• Ensures that all Business Plans and Timelines are doable and manages the workload distribution of the whole team
• Manages the resolution of DSP and HR-Admin issues and taking necessary steps to prevent them from happening again
• Creates and revises documentations and stationery templates that are necessary in standardizing the DSP process
Human Resource Associate
Key Achievement:
• Organized the 201 filing of the whole company
Duties/Responsibilities:
• Involved in prescreening of applicants and group interviews
• Helps in orientation and training schedules of agents, pre-employment requirements and test administration
• Maintains the Master File of all active and inactive employees for the whole organization including the safekeeping of
201 files
• Creates Notification/Termination Letters to employees identified as AWOL and those who failed the required trainings
HR Assistant
• Involved in sourcing and prescreening of applicants from rank and file to top management level
Sitel Customer Care Philippines, Eastwood City (November 2005 – April 2006)
Q2 HR Solutions (January 2005 – June 2005)

4. • Headhunting of possible candidates for positions with insufficient pool
Collections Assistant
• Coordinates with the different branch managers in the Philippines with regards to the handling of delinquent accounts
• Responsible for financial decision-making, clerical and customer-oriented services
Education: University of the Philippines Baguio
BA Social Science Majors in Political Science and Psychology
University of Santo Tomas
MA Industrial Psychology (18 units)
Professional Awards & Recognition:
• Consistent member of the “IBM Top Talent”.
• “Customer Service Satisfaction Leader” to recognize outstanding customer service as commended by the client.
• “IBM Stripes” for excellent performance and customer service
• “Bravo Team Award” for getting my team out of CritSit and for the continuous improvement and zero errors.
• “Thank You Team Award” to commend the extent of dedication that my team has shown in resolving issues and zero
errors
Trainings & Certification:
• Certified Six Sigma Green Belt
• Successfully completed classroom trainings on *Advanced Excel, *7 Habits of Highly Effective People, *Focus: Achieving
your Highest Priorities (Time Management, Franklin Covey), *Enhancing Supervisor’s Productivity, *Conflict Resolution
and Management, *Superior Coaching Skills for Managers and Team Leaders, *Effective Presentation Skills, *6-Sigma
Awareness Training, *Realizing Your New Role as a Leader,
• Successfully completed Web-based trainings on *Communicating with Power and Confidence, *Communication
Etiquette, *Introduction to Drive To Achieve, *Drive to Achieve in IBM, *Teamwork and Collaboration, *Managerial
Quickview: Dealing with Difficult People, Fundamentals of Client Facing, *Leading Team: Building Trust & Commitment,
*Emotionally Intelligent Leadership & Communication, *Coaching Relationshp, *Emotions & Mindset that Affect the
Coaching Outcome, *Contracting for Project Managers, *Financial Management for Project Managers, * Introduction to
Organizational Change Management
Note:
Please refer to my maiden name (ARLENE N. GAMBOA) when conducting background check/s.
References:
Available upon request
Metrobank Card Corporation (March 2003 – May 2003)