1. FREDEL DELOS REYES JORDAN
16 Kasoy St, Zone 1, Brgy North Signal
Taguig City, Metro Manila, Philippines 1639
Mobile: (+63) 917-533-9802
E-mail: fredel.jordan@gmail.com
CAREER GOAL
A management position in which acquired expertise and skills, creative talents and commitment to
excellence will have valuable application.
PROFESSIONAL BACKGROUND
Work Experiences
ADP Phils
Senior Analyst – Implementation Consultant
Manila, Philippines
(Jan 2014 – Present)
Position Title: Project Services Implementation Consultant
Position Level: Senior Analyst
Specialization: Supervisor / 5 Yrs & Up Experienced Employee
Industry: Call Center / IT-Enabled Services / BPO / KPO
Date Joined: Jan 2014 to Present
Work Description: Project Planning/Scoping
 Assessing a project to identify project/client needs and then create a Statement of Work
(SOW) for the project
 Documenting project deliverables and it’s major objectives
 Assesses costs required for work completion to complete all tasks as stated in the
Statement of Work (SOW)
 Creating project forecasts to include project testing, implementation and target go live
date and UAT
 Meeting with client to discuss the project deliverables and securing approval for the
costs/budget needed for the project
Work Description: Move/Add/Change Projects (MAC Projects)
 Analyzes existing client systems, interface requirements, business process and operational
needs-Responsible for development of design documents.

2.  Provides professional consulting services in the areas of product/service customizations,
business process, complex custom reports and special projects as related to
implementation effort
 Conducts need analyses to determine appropriate product/service requirements for existing
clients.
 Participates in schedule development and monitoring and/or reporting the status to
member of project team leadership.
 Works and counsels with client on system and service configuration efforts, product
adaptation and business best practice solutions.
 Determines best methodology and oversees the accurate and timely conversion of client's
data
 Builds client control information and oversees the pre- and post-implementation testing
 Participates in establishing and monitoring of client implementation schedule and report
status to Project Team members.
 Participates in project planning efforts which may involve one or more of the following:
product configuration or adaptation to meet each client's needs, functional design
guidance, accommodation of client rules, plans or procedures, client control information,
pre- and post-implementation testing oversight, analysis of custom reporting and/or system
interface requirements.
 Conducting UATs testing the functionality of the configuration in the actual time and labor
tool (eTime) or the interface logic created to meet the correct results before actual
deployment to production or going live
Work Description: Full/New Implementations
 Conducts need analyses to determine appropriate product/service requirements for new
clients.
 Creates the Implementations Design Document (IDD) that will reflect all the client needs
 Participates in project planning efforts which may involve one or more of the following:
product configuration or adaptation to meet each client's needs, functional design
guidance, accommodation of client rules, plans or procedures, client control information,
pre- and post-implementation testing oversight, analysis of custom reporting and/or system
interface requirements.
 Conducting UATs testing the functionality of the configuration in the actual time and labor
tool (eTime) and the interface logic created to meet the correct results before actual
deployment to production or going live
Infosys BPO Limited
Client – Cisco Systems, Inc.
Manila, Philippines
(Feb 2009 – Jan 2015)
Position Title: Domain Consultant/Process Specialist (Level 3)
Position Level: Project Management/Escalations Manager/Global Process Mngt/
Specialization: Supervisor / 5 Yrs & Up Experienced Employee
Industry: Call Center / IT-Enabled Services / BPO
Date Joined: Feb 2009 to Present

3. Work Description:
 End-to-end customer support for CISCO transactions (Order Processing, Order
Management, Logistics & RMA/Post Ship, Service Contract Management,
Billing/Collections and Post Invoicing)
 Processing Multi Million Dollar orders
 Handles escalations - via calls and/or emails
 Subject Matter Expert // Escalation/ELITE SME // Escalation Manager // Global
Process Management/Creation
 Conducts/Provides training specializations/one-on-one coaching/refreshers to
tenured and new CSRs
 Global Process Creation/Improvement for Cisco Systems
 Project Management
Feb 2009 to Nov 2009
 End-to-end customer support for CISCO transactions
 Processing Multi Million Dollar orders
Dec 2009 to Mar 2010
 Escalation support for all Cisco verticals/departments (Ordering & Booking, Order
Modification, Reverse Logistics/RMA, Logistics and Post Ship, Service Contract
Management, Post Invoicing)
 Handles escalations - via calls and/or emails
 Conducts/Provides training specializations/one-on-one coaching/refreshers to
tenured and new CSRs
 Assumed the Subject Matter Expert role supporting all transactions for Cisco
Customer Service
April 2010 to Jun 2010
 Escalation support for Service Contract Management & M&P/Q&R (Cisco Services)
 Handles escalations - via calls and/or emails
 Conducts/Provides training specializations/one-on-one coaching/refreshers to
tenured and new CSRs
 Attends GPM/Ambassador calls for new enhancements/changes on the processes
Jun 2010 to Oct 2010
 Escalation support for Cisco Post Invoicing department
 Handles escalations - via calls and/or emails
 Conducts/Provides training specializations/one-on-one coaching/refreshers to
tenured and new CSRs
 Attends GPM/Ambassador calls for new enhancements/changes on the processes
 Officially promoted as a Level 3 / Subject Matter Expert (Oct 1, 2010)

4. Nov 2010 to July 2011
 Became the first Elite SME
 End-to-End Escalation Support (Ordering & Booking, Order Modification, Reverse
Logistics/RMA, Logistics and Post Ship, Service Contract Management, Post
Invoicing)
 Handles escalations - via calls and/or emails
 Conducts/Provides training specializations/one-on-one coaching/refreshers to
tenured and new CSRs
 Attends GPM/Ambassador calls for new enhancements/changes on the processes
PROMOTED TO DOMAIN CONSULTANT – July, 2011
Jul 2011 to May 2012 – Domain Consultant (Process Creation/Re-
engineering/Release Management)
• Domain Consultant as core member of the team to draft/modify processes
• Work with the Release Management Team for successful monthly/quarterly releases
• Review Business Requirement Documents to identify process requirements and provide
signoff
• Review Functional Specification Documents to understand impacts on global process and
provide signoff
• Discussions/reviews with impacted line of business owners
• Meetings with subject matter experts to review open issues
• Do the Impact Assessment and provide feedback to the Release Management Team
• Discussions/reviews with cross-functional teams like IT/manufacturing/finance/federal to
understand system behavior with the new implemented change
• UAT/BAT readiness and execution plan
• Process/Policy documentation
• Training activities and updates before go-live for smooth release
• Post-Go Live support/war room activities
• Leads the presentation to propose new processes or process updates to Global Process
Managers
Country Enablement for Italy – New Cisco Market: Launched March 4, 2012
• Core team creating process flows for:
o Advance Services
o Technical Services
o Hardware/Products and Softwares
o Order Booking (Services/Service Renewals and Products/Softwares)
o Order Modification
o Replacements and Logistics/Shipping

5. o Reverse Logistics (Returns/RMA)
o Post Invoicing Related Requests and Issue/Billing Disputes/Inquiries
o Service Contract Management
• Created/Drafted new Manual Processes for different Cisco departments for new the new
Cisco Operating Unit (CE MITG and CE Italy) from Advance Services to Order
Modification
• Created the training and manual process documents for Reverse Logistics/RMA,
Logistics and Post Ship and Replacements, Service Contract Management, Post
Invoicing
• Project Launch Date – Mar 4, 2012
MITG India - New Cisco Market: Launched
• Core team creating process flows for:
o Advance Services
o Technical Services
o Order Booking (Services/Service Renewals and Products/Softwares)
o Order Modification
o Replacements and Logistics/Shipping
o Reverse Logistics (Returns/RMA)
o Post Invoicing Related Requests and Issue/Billing Disputes/Inquiries
o Service Contract Management
• Created the training and manual process documents for Reverse Logistics/RMA,
Logistics and Post Ship and Replacements, Service Contract Management, Post
Invoicing
• Project Launch Date – Aug, 2011
May 6 2012 to Jan 2014
• Domain Consultant/Escalation Manager for APJ (Asia Pacific & Japan)
• End-to-End Escalation Support (Ordering & Booking, Order Modification, Reverse
Logistics/RMA, Logistics and Post Ship, Service Contract Management, Post Invoicing, CAP
(Critical Accounts Program) and process reviews and updates from Cisco
• Conducting refreshers/trainings/coaching/quality checks to the CISCO APAC support team
• Also functions as a quality analyst after every process updates/refresher/training to ensure
100% process compliance and to effectively minimize errors and perform recovery actions for
errors committed by CSRs as an escalation manager.
Feb 2013 to Jan 2014

6. • Escalation Team Project – Trained 6 SMEs to be an all-around support for the Cisco APAC
Team that primarily functions as an escalation for calls, escalation for cases and floor support
for the agents covering all verticals/departments/business units.
• Drafted a process document that identifies the scope, responsibility and functions of the
escalation team.
• Drafted the proposed scorecard of the 5 SMEs that will function as an end-to-end support for
the APAC Team.
• Dec 2013 – completed the training and a 5 week test implementation of the APAC escalation
team and transitioned them to operations for actual deployment.
Convergys
Client – General Motors Onstar
Manila, Philippines
(Jul 2007 – Jan 2009)
Position Title: GM Onstar Advisor
Position Level: Customer Service
Specialization: 1-4 Yrs Experienced Employee
Industry: Call Center / IT-Enabled Services / BPO
Date Joined: Jul 2007 to Jan 2009
Work Description:
 Educate GM Onstar subscribers about their current subscription
 Disclose GM Onstar reliable and accurate information
 Upselling
Back-up Dialer Analyst
 Prepares daily call plan for a more efficient performance for outbound
campaigns.
 Prepares daily client and management reports
 Works hand in hand with Dialer Administrators who monitors outbound
applications
Workforce Management
 Real time monitoring on agents'' adherences
 Making absenteeism reports
 Agent exceptions
Onstar Provisioning/ Reacquisition

7.  Activates the vehicle's onstar system
 Upselling
Inbound Sales
 Attends to customers’ requests and upselling.
Sykes Asia
Client – Emerson
Manila, Philippines
(Oct 2003 – Apr 2004)
Position Title: Customer Service Representative-Quality Board
Position Level: Customer Service
Specialization: 1-4 Yrs Experienced Employee
Industry: Call Center / IT-Enabled Services / BPO
Date Joined: Oct 2003 to May 2004
Work Description:
 Conducting surveys and monitoring customer satisfaction regarding products
sold by Emerson.
 Database Management
 Customer Service Representative
Additional Responsibilities & Other Skills:
• Problem Solving and Decision Making
• Analytical Skills
• Presentations Skills
• Project Management
• Order Management
• Supply Chain Management
• Vendor Management
• Implementation
• Forecasting
• Transition Management
COMPUTER OPERATING SKILLS

8. • Practiced working skills of applications like Oracle 11i, CRM (salesforce.com)
• Practiced Office Package: MS Excel, Word, PowerPoint
• Database Management
• SQL Knowledge (Basic)
EDUCATIONAL BACKGROUND
• Bachelor’s Degree in Business Administration
Philippine School of Business Administration (2000)
• Bachelor’s Degree in Nursing
Emilio Aguinaldo College (2007)
PERSONAL DATA
Date of Birth : May 20, 1978
Place of Birth : Pangasinan
Nationality : Filipino
Language Known : English/Filipino
Gender : Male
Marital Status : Single
Character Reference – Will be provided upon request.
I HEREBY CERTIFY that the following information mentioned above are true and correct to
the best of my knowledge and ability.
Fredel delos Reyes Jordan
Applicant