1. Mario Cortez-Umali MPM BL 6 L 7&9 Summerfield East., Taytay, Rizal | +63 917 529 4267 |+632 785 5565 |mario@sdsolutions.com.ph
VP – Operations and Project Implementations
PROJECTS DEVELOPED AND IMPLEMENTED:
• ESM (Shipping Lines) – crafted customized end to end business solution together with OCL VP for
Operations; presented business case with OCL executives to secure buy in that leads to 3 Phase
multi-location implementation;Phase 1 Online Booking and Reservation, Phase 2 Container
Movement and Tracking, Phase 3 Vessel Load Allocation and Voyage Management.
• IAP (Intelligent AP Project) – spearheaded the development and implementation of a web-based,
self-service AP solution/platform that support AP Business Unit in processing invoices for multiple
B2B clients, that resulted to 40% efficiency improvement and 25% reduction of operational
expenses.
• AWMS (Cold Storage Provider) – initiated launching of AI controlled warehouse facility automating
product rotation (FiFo) from loading to dispatch bay including remote monitoring and controlled cold
storage temperature and humidity settings.
• PayDay.PH - created new business segment “PayDay.PH” that provide customized, web-based, self-
service payroll system aligned with Philippine payroll; currently servicing 50,000 ++ payroll
employees under multiple companies ranging from manufacturing, construction and BPO to name a
few.
• 1GMR – facilitated multiple Legacy Applications data and process migration into 1Global EMR
application that supports multi-geography and multi-access level users to support Global business
operations eliminating duplicate data entry points and data inconsistencies.
• BPLAC (Insurance Company) – developed and executed automated policy enrollment system to the
biggest and oldest Philippine insurance company enabling all offices including remote sites to have
TRANSFORMING CULTURES, BUILDING
CORPORATE VALUES AND ENGAGING
BUSINESS SEGMENT USING CORRECT
TECHNOLOGY
An accomplished Operations and Project
Implementation Business Partner with over 15
years of demonstrated expertise in leadership and
in providing innovative project management
solutions; including strategic planning, policy and
procedure administration, Business process re-
engineering, transition and migration, legal
compliance structures, negotiations and conflict
management.
Areas of Expertise
 High Speed Project Management
 Service and Process Oriented
Architecture
 Process Improvement and re-engineering
 System Analysis and Documentation
 Business Process Mapping
 End to End Business Solutions Delivery
 Business Case Review and Management
 Risk and Issue Management
 Multi-unit/operations Policy assessment
 Training Development Program Planning

2. access using on-line portal with integrated scanning solution that scans, saved and mapped
insurance forms and attached required documents eliminating manual data encoding that
significantly reduced policy enrollment process and 48% transaction cost reduction.
• Vendor Management and Procurement System (Phil Local Government) - directly negotiated with
DepEd Undersecretary to develop and implement organization wide Vendor Management and
Procurement System that will enable them to review and qualify vendor as well as award bidding for
procurement.
 ESS - Established company-wide Employee Self-Service application that covers electronic Leave
filing and Approval, Shift Scheduling and E-Payslip to a multi-location BPO company with 10,000++
employees resulting in increasing average employee productivity of payroll team by more than
30%.
• Constellation Energy Group Dispatch Support Fleet (US OEMP) – piloted integrated dispatch system
for Technical Maintenance & Support Team of 15 Technical Leads and 85 Technical Staff to cater
multi-distro dispatching process based on ticket routing, maintenance scheduler and incident
reporting which allows the company to optimize staffing-levels and response time.
• E-Basket (Australian Credit Card) – develop and implemented electronic workload distribution
system that consolidate, categorize and distribute attached supporting documents depending on the
product service type.
• Customer Care and Billing (US Electric Company) – introduced and implemented integrated IVR/CRM
platform enabling subscriber to key in registered contact/account number that reduce 15 seconds
of agent’s AHT by pulling up complete subscriber information upon taking the call.
• Asset Tracking System (Phil Local Government) – directly negotiated with DFA Undersecretary to
develop, formulate and implement organization (local office, embassies and consulate) wide Asset
Management Tracking System that effectively reduce procurement and maintenance timelines, cost,
support and maintenance.
• EPS (Local Bus Company) – spearheaded the development of first ever incorporated Booking (on-
line/walk-in with electronic payment capability), Dispatch, Maintenance, Trip Ticketing for the largest
local bus company resulting to 63% increase bus utilization and 17% service maintenance cost
reduction by automated preventive maintenance scheduler.
 ETIME (US F&B Company) - led conversion from traditional physical time clocks to web-based
system resulting in 17% return of investment for 8 months and over 35% annual cost reduction in
labor hour computation variances.
• DTRAP (Local Retail and Pharmaceutical Company) – design, developed and rolled out employee
DTR android based application to capture employee working time, current location with integrated
route/visit schedule monitoring.
• F-FILLING (Precise Filling Solution) – collaborated with Festo team to implement “Robo-Food Tech”
project utilizing servopneumatic components, sensors and process drives with an output rate of up
to 800 fillings per minute that can be set/controlled by Arduino based chipset.

3. PROCESS IMPROVEMENT AND RE-ENGINEERING:
 Developed and implemented bi-lingual call processing team/unit that translates 250,000 USD man-
power cost savings.
 Orchestrated deep-dive call abandon rate analysis by formulating Call Abandon Curve that enable
operations to identify parameter involved and resulted to proper implementation of resolution.
 Spearheaded together with the training team the development of cross training program for a
Healthcare Campaign to generate cross-functional labor pool, enhancing employee productivity,
maximizing call distribution and promoting employee retention through continuous product
knowledge enhancement.
 Introduced and Implemented Call-back process that resulted to 75% reduction of Agent Idle Time.
 Architected new Leave and Overtime process flow (for a multi-site manufacturing Client-Partners)
across all departments from HR, Operations, Quality Assurance and Finance which significantly cut
operating cost by 35%.
 Captured total of 60% savings in payroll costs in only seven months by reengineering Time and
Attendance filing and approval process; enhanced labor hours computation efficiency and accuracy.
 Improved compensation programs for a B2B outbound client-partner that was proven to drive a
revenue growth by 28% by devising an enhance KPI driven bonus structure incorporated with
payroll.
 Promoted multi-cultural cross training and placement for high potential staff increasing global
talent management by 18%.
 Reduced payroll processing error rate from 12% to less than 1% by conducting end to end payroll
process review and implementing process automation for a local retail Client-Partner with 29
branches.
 Directed Store Manager Training programs on the new method of timekeeping management to
reduce inaccuracies from 30 company owned restaurant.
 Implemented new payroll policies, procedures and workflow changes and internal control (for a
food manufacturing Client-Partner) to assure efficient and effective output in compliance with
company policy and government regulation.
 Introduce business case analysis for projects that would comprise requirements, success criteria,
milestones, Key Performance indicators (KPIs), and Work Breakdown Structures

4. CAREER HISTORY:
VP – Operations and Project Implementations
SD Solutions, Pasig City
January 2010 - Present
 Analyze and define clients’ business strategy and determine system architecture requirements to
achieve business goals.
 Support multiple LOB’s/Campaign ranging from payroll outsourcing, US healthcare support, customer
care (Life and non-life Insurance, logistics, IT support) and IT software development.
 Serve as a key enabler of Operations to corporate and client-partners with dual reporting to
President/CEO SD Solutions and Global/Local Client-Partners Executives in gathering detailed
business requirements and use cases, and translate technical specifications into product
requirements.
 Identify areas for function centralization and best practices for start-up outsourcing/shared services.
 Create team strategies and establish project scopes of work; communicate project deliverable
timeframes and benchmarks to clients.
 Develop solution cost structure by identifying all cost points including labor, software and hardware
 Create team strategies and establish project scopes of work; communicate project deliverable
timeframes and benchmarks to clients.
 Ensures that delivery of client engagement by organizing/creating and facilitation end-user training
and training manuals, risk analysis and infrastructure work/support if needed.
 Conducts after sales activities and project review to ensure that SLA have been achieved and
adhered.
 Maintains positive the relationship with clients and ensures overall client satisfaction by implementing
TSAT.
 Translated technical specifications into project scopes of work and product requirements while
spearheading design and development of databases and enterprise solutions.
 Work with functional analysts, developers and development managers to ensure that all solutions
are deployed within agreed timelines and translate business requirements into detailed
architectures and designs
 Disseminates job orders and client requests to the proper departments to meet client manpower
needs
 Manages expectations of operation teams regarding scope and limitation of client engagement
 Monitors, document and communicate the progress and completion of client job orders
 Attends to general client concerns and gathers feedback from clients
 Drives process improvement initiatives across all business segment.
Director – Operations and Project Transition
United Health Group, Los Angeles, CA
December 2005 – December 2009
 Established and Directed 12 facilities for business group that handled multiple outsourcing (captured)
campaigns.
 Oversaw Operations functions supporting 2000++ employees with Human Resources (served as HR
Business Partner to Operations), Training and Development, Relationship and Solutioning Team as
core service delivery partners.
 Collaborated with the Regional Head for Operations and Finance while assisting Site Director for
Operations and site leaders in growing their operations through innovative program management.
 Sponsored PMO and other divisions and in implementing Six-Sigma and lean programs across all
business towers.
 Collaborated with Project Management Team to roll out multiple project transitions in various
Regional locations.

5.  Work in partnership with Recruitment Team to spearhead, Develop and implement new recruitment
programs, including Internet recruitment portals and kiosk, pre-employment/post-offer background
searches that helped assure fit between candidates and jobs.
 Team up with Training and Development Group to Design and implement management-training
program functioned as cornerstone for employee retention and increased employee morale.
 Initiated KPI management system to update field managers, senior managers and executives on
progress of goals in areas such as KPI, KRA, CSAT, employee turn-over and attrition, benefit cost
and cost-savings efforts.
 Orchestrated turnaround of underperformed site by reducing the call abandon rate from 27% to
12%; accelerated claims application processing time from 7 days to 2.5 days; 37% decrease in cost
per call rate through the CTI development and implementation.
Head – Operations and Project Implementation
ACC Inc., Beverly Hills, CA
December 2003 - November 2005
 Develops and communicate action plans for individuals based on performance.
 Set specific objectives for each supervisors that includes performance improvement and
developmental goals.
 Ensures consistency in performance despite the aggressive ramps of the project.
 Reviews and maintains quality standards and targets of the team.
 Maintain effective communication that addresses the information need at various levels within the
company including the executive management.
 Evaluates performance results and implement program improvement.
 Ensure that the campaign operates efficiently according to client and company KPIs.
 Responsible for overall coordination, status reporting and stability of project oriented work efforts.
 Handles medium to large projects that span functional areas, application systems or environment.
 Successfully conceptualized and launched CSAT support bay.
 Implemented Transition Bay to facilitate the transition from one training program to another.
 Effectively and efficiently implemented cross functional training program across all cluster to ensure
better manpower and service level adherence.
Associate Project Manager – Operations and Project Implementation
ACC Inc., Beverly Hills, CA
November 1999 - November 2003
o Assist in selection and hiring process of project team.
o Participate in designing and tracking of implementation project plans.
o Engage and direct training transitions and metrics baselining.
o Review and interpret project requirements and specifications.
o Manage relationships and interface on a daily basis with vendors and partners.
o Prepare RFO, review pricing and proposal administration
EDUCATION & CERTIFICATION
Bachelors of Science in Electronics and Communications Engineering
TECHNOLOGICAL INSTITUTE OF THE PHILIPPINES (TIP) - Manila, Philippines
o Combined degree of Electronics and Communications
Academic Year 1995 to 1999
Graduate Studies in Project Management and Development
California State University – Dominguez Hills
Academic Year 2006-2008