This document is a resume for Wilfred Dennis Carlos Mendoza. It summarizes his career experience working in business process outsourcing, customer service, and logistics applications support over the past 15 years. Some of the key roles listed include Process Team Manager, Process Team Lead, and Process Expert for Logistics Applications Support. The resume also provides details on his educational background, skills, training, and affiliations.

1. WILFRED DENNIS CARLOS - MENDOZA
• Home Address: Lot 49, Block 80, Phase 3, Eastwood Residences, San Isidro, Rodriguez, Rizal, Philippines 1860
• E-mail Addresses: dennis.mendoza777@yahoo.com
• Mobile Number: +63 922 2215562
CAREER OBJECTIVE: To enhance & contribute professional experience, acquired skills, & educational background in the
fields of business process outsourcing, shipping, freight forwarding, supply chain management, logistics,
customer service, process migration / offshoring, & project responsibility – effectively & efficiently for
organizational growth.
SUMMARY OF QUALIFICATIONS:
 Leader with a passion for excellence, a heart for overall Team development, & a drive for superior results.
 Efficient self-starter & dependable team player; self-motivated, solution-oriented, hardworking, & a fast learner.
 Flexible & analytical; excellent interpersonal skills; proven communication skills (both oral & written).
 Proficient in MS Office Applications, Internet / Web, LivePerson - Timpani, Gentran - Web Tracking Tool, EDI Tools,
UltraEdit, PremiTech, FileZilla, Ab_Builder, MODS, MORE, MicroStrategy, Spective, Damco Reporting and Track & Trace,
Document Management (E-Doc), Single Customer View, GCSS, CSPS, MDWS, Performance Manager Tool, Advanced
Quick Step, AutoDoc, ESI Reader, & other shipment process applications / systems.
 Knowledgeable in Minitab, BMC Remedy – ITSM Web, Focal Point, SharePoint, Primavera Project Planner, SPSS, & SAP.
 Bachelor of Arts degree in Public Administration; with extensive experience in BPO operations.
 Lean Six Sigma Yellow Belt Certified.
EXPERIENCE:
 Process Team Manager – Maersk Global Service Centres (Philippines), Limited (Customer Service Processes – Export /
Import Documentation Processes), January 2013 – June 2014:
 Managed & delivered the expectations set forth in driving process migration plans assigned within the given timeline
& its corresponding service deliverables.
 Delivered targets for the cluster / country assigned in scope.
 Managed & drove adherence to standardized global procedures.
 Facilitated completion of booking & documentation processes.
 Delivered customer experience as outlined by established success measures.
 Monitored team & individual performances against set KPIs, took corrective actions where necessary, & drove
continuous improvement for all processes in scope.
 Challenged & supported direct reports in developing & implementing customer service strategy in adherence to
global standards.
 Continuously drove the Team to reduce wastes in the CS processes by analyzing (‘speaking with’) data &
recommending improvements to relevant parties.
 Led & coached team members & leaders to optimal performance.
 Developed talents & leaders, & reinforced organizational succession, efficiency, & professionalism, including living by
the Values.
 Assisted CSAs in handling & resolving customer requests where applicable.
 Worked in coordination with other local country CSAs, & other service departments on needed follow-up to ensure
smooth delivery of cargo to the customer as per agreed contract terms.
 Assisted customers with their issues, keeping close communication with co-workers locally in order to ensure prompt
exception handling.
 Handled service escalation requests from internal / external customers.
 Responsible for interactions with other functions for optimal efficiency, adherence to policies, & pursuit of best client
experience.
 Highly successful in managing migrations / offshorings of processes, systems, & services within the whole transition
cycle from delivery of planning, scoping, coordination, technical + organizational design, process capability, until
sign-off, & implementation.
 Recipient of numerous commendations from clients for exemplary customer service.
 Highest employee engagement survey rating for management effectiveness & drive for corporate values.
 Consistently drove a 30+ strong Team to deliver top performance for 10+ individual stakeholders from 2 major
shipping operators.
 Process Team Lead – Maersk Global Service Centres (Philippines), Limited (Customer Service Processes – Export
Booking Process), February 2011 – December 2012:
 Managed daily processes in an effective & efficient manner ensuring that the task objectives were achieved & all
operational deliverables as per SLAs were being met consistently.
 Ensured that the global process was followed in full accordance with the governance & accountability model.
 Ensured the effective management both in terms of business objectives & the personal & professional development
of direct reports.
 Communicated confidently using professionalism, empathy, & efficiency to ensure that the Team rendered effective
services to internal & external clients through efficient support & positive relations.
 Ensured fair & transparent performance appraisals.
 Empowered, motivated, & kept individual contributors focused.
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2.  Drove Company Values & continuous improvement mindset & leadership through practice.
 Strived for continuous service improvement through constant reviews & process excellence initiatives.
 Performed other special tasks as assigned by the Management.
 Highly successful in managing migrations / offshorings of processes, systems, & services within the whole transition
cycle from delivery of planning, scoping, coordination, technical + organizational design, process capability, until
sign-off, & implementation.
 Recipient of numerous commendations from clients for exemplary customer service.
 Coached & developed talents & leaders for continuous growth of individuals & sustenance of a succession pipeline
within the Team – at least 30 of which eventually got promoted above individual contributor roles.
 Led the Team into delivering 99 Kaizens (‘process improvements’) for business year 2011.
 First to be certified as Lean Six Sigma Yellow Belt for the entire Department.
 Assisted in coaching a Yellow Belt Candidate who also successfully got certified.
 Consistently drove a 60+ strong Team to deliver top performance for 70+ individual stakeholders from 2 major
shipping operators.
 Process Expert For Logistics Applications Support – Maersk Global Service Centres (Philippines), Limited
(Information Systems Processes – Damco Applications Support), July 2006 – February 2011:
 Provided first line business support for all incidents & requests reported by business users including user admin.
processes, controlled system updates, interface failures or any system / process issues causing disruption to the
business.
 Served as the business support desk to resolve system issues as reported by end users.
 Used personal judgment & initiative to develop effective & constructive solutions to challenges & obstacles in
activities & SOPs.
 Rendered operational support for day-to-day tasks including monitoring system performance, maintaining Global
FAQs, sending system notifications, release testing, reporting, & root cause analysis.
 Performed proper root cause analysis for either common & complex errors reported & geared towards finding
workarounds or a permanent fix within an agreed time frame.
 Corrected disruptions in service delivery as soon as possible, at least, within the time frame as per SLAs through the
Incident Management & Request Management processes.
 Analyzed & resolved user queries, identifying & prioritizing their requirements to ensure the incidents / requests
were acted on within SLAs.
 Maintained an up-to-date knowledge of system changes / new releases then examined & established a database of
known errors, workarounds, & recurring issues for effective Problem Management.
 Monitored release testing fixes of the various applications, planned, & executed knowledge sharing within the Team
on new enhancements introduced & bug fixes.
 Coordinated & followed up regularly with vendors & relevant stakeholders on pending incidents / requests for faster
turnaround time.
 Escalated issues requiring higher level of involvement to responsible parties (as defined in SOPs).
 Provided inputs for change requests & user training needs.
 Dealt with multi-dimensional issues relating to ongoing support as well as new transitions & assigned projects.
 Maintained daily processes in an effective & efficient manner ensuring that the task objectives were achieved & all
operational deliverables as per SLAs were being met consistently.
 Strived for service improvement through constant reviews & process excellence initiatives.
 Performed other related duties as assigned by the Management.
 Recipient of numerous commendations from clients for exemplary customer service.
 Consistent Top Performer (for both monthly & quarterly citations).
 Production Team Lead – Athena e-Services, Corporation (Abstracting Team), October 2004 – July 2006:
 Ensured that each Abstractor has a daily workload & efficiently managed production downtime by assigning ad hoc
tasks (e.g., editing, auditing, etc.) & conducting quality meetings, project reviews & other activities that may
contribute in improving team & individual performances.
 Coordinated with the Management on matters relating to analyzing project scope specifications / requirements,
production schedule, & deliveries, as well as submitted abstracting questions / queries generated in the module /
project.
 Disseminated project updates & changes in procedures to Abstractors & provided coaching to ensure consistency.
 Communicated employee feedback to the Management based on emerging project concerns / changes.
 Assessed the performance of the whole module in terms of quality & productivity, as well as formulated &
implemented action plans that would help improve accuracy, efficiency, attendance, & attitude based on production
standards.
 Provided performance feedback to Abstractors on daily, weekly, & monthly bases.
 Generated production & quality reports & submitted them to the Management on a daily basis, as well as
accomplished control logs for tracking & backing up of contracts received in production, accepted, & put on hold.
 Performed other related duties (e.g., edit check, quality audit, project validation, etc.) as assigned by the
Management.
 Ensured that Company Policies & all established project instructions were strictly implemented.
 Consistently drove the Team for delivery of top performance.
 Data Analyst – SPI Technologies, Incorporated (Content Sciences, Incorporated), September 2003 – September 2004:
 Analyzed documents & carried out instructions according to capture & abstracting requirements.
 Executed data capture & abstraction for specified blocks of information in accordance with project specifications &
set standards for quality & productivity.
 Provided suggestions & possible solutions to observed concerns with the aim of improving efficient task processes.
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3.  Elevated all necessary information & inquiries to the Production Team Leader.
 Performed other related duties as assigned by the Management.
 Special Projects & Statistics Staff – Public Safety Mutual Benefit Fund, Incorporated (Corporate Planning
Department), October 2002 – March 2003:
 Prepared the design of the proposed conduct of the PSMBFI Statistical Database.
 Prepared drafts, initial data analyses, & presentations for the monthly & quarterly President’s Report, which is the
incumbent PNP Chief’s operational & fiscal report on PSMBFI’s performance.
 Coordinated with other departments & external entities, in light of company-related projects & research.
 Assisted in the data gathering procedures & maintenance of important files & documents subject to further data
analyses & presentations.
 Received & recorded all incoming & outgoing communications to the SPSS - Corporate Planning Department.
 Performed other related duties as assigned by the Management.
 Management Intern – National Economic & Development Authority (Regional Development Coordinating Staff),
Summer 2000:
 Processed the preliminary data for the review of the NEDA Budget Expenditure between the Central & Regional
Offices, which enabled the initiation of the overall NEDA budget expenditure review for the years 1995 through
1999.
 Performed other related duties as assigned by the Management.
 Obtained a performance rating of 1.5, applying a scale of ‘1 to 5’ with 1 as the highest, for this internship in
Governmental Administration.
EDUCATION:
 University of the Philippines, Diliman –
National College of Public Administration and Governance:
Bachelor of Arts degree in Public Administration (2001) – College Scholar / Dean’s List Honor.
TRAININGS / CERTIFICATIONS (Among others.):
 Lean Six Sigma Yellow Belt Certified (Project No. 073)
 Process Excellence (PEX) Basics Training
 Process Excellence: Traits of a Systemic Leader
 Leadership Program (+ Leader of Others / Leaders)
 Effective Communication for Leaders
 Customer Service A++
 Making Service Excellence a Habit
 Facilitator's Training
 Time and Stress Management
 Fraud Awareness Program
 Maersk Line Anti-Corruption Basics
 Microsoft Certified Desktop Support Technician
 Introduction to SAP Navigation
 Basic Mountaineering Course (MFPI-BMC)
OTHER CORE SKILLS:
 Leadership
 Process / Operational Excellence
 Process / Operations
Management
 Administrative Management
 Organizational Skills
 People Management
 Performance Management
 Team Development
 Team Management
 Change Management
 Startup / Transition
 Process Migration / Offshoring
 Project Management
 Production Management
 System / Technical Support
 Content Management & Delivery
 Service Delivery
 Business Process Improvement
 Data & Reports Analyses
 Reports Presentation
 Stakeholder Management
 Customer Service
OTHER AFFILIATIONS:
 UP - Sigma Kappa Pi Fraternity – Batch Head (Batch 1997-A); Member (1997 – 2001); Alumnus (2001 – present):
 Master Herald / Project Manager (Academic Years 1997 – 1998).
 Headed the public / external affairs of the fraternity among other school / non-school entities for the promotion
& coordination of fraternity programs, projects, & activities.
 Headed the monitoring, deliberation, & supervision of fraternity project management.
 Membership Committee – Member (Academic Years 1997 – 2001).
 UP - League of Empowered Governance And Leadership (LEGAL) – Founding Member (1998 – 2001).
 UP - Historia – Founding Member (1997 – 2001).
 Tala Outdoors (formerly Maersk Mountaineering Society or MaMoSo) – Founding Member (2006 – present).
OTHER INTERESTS:
Computers, gadgets, photography, film, music, sports (extreme) / outdoor activities, food, & travel.
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4. PERSONAL REFERENCES:
Available upon request.
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