EDMUND DANTE M. BAUTISTA

• Develop and execute the strategy for testing services, ensuring alignment with organizational goals, client needs, and industry best practices
• Oversee the planning, execution, and management of testing projects, ensuring timely delivery and high-quality results
• Lead a team of testing professionals, providing guidance, mentorship, and promoting a culture of continuous improvement and collaboration
• Collaborate with stakeholders, including development, product, and operations teams, to define testing requirements and ensure comprehensive test coverage
• Monitor testing performance metrics, analyze trends, and implement improvements to optimize efficiency and effectiveness
• Ensure the adoption of testing methodologies, tools, and technologies to enhance service quality and support agile development processes
• Managed the APAC Testing Services Team with presence in the Philippines, Singapore, Australia and India with a total FTE of 82.

• Manage and Oversee the planning, execution, and management of testing projects, ensuring timely delivery and high-quality results
• Lead a team of professionals, providing guidance, mentoring, and fostering a culture of excellence and accountability
• Collaborate with stakeholders to align Testing processes with client needs and organizational objectives
• Drive the implementation of best practices and automation to improve efficiency and reduce operational risks
• Monitor and analyze performance metrics to identify areas for improvement and implement actionable solutions
• Ensure adherence to security protocols, compliance standards, and best practices for Testing Services
• Managed the Manila Testing Services team of 32 FTE

• Create and manage integrated timelines and project plans for executing the regular PM, SP, and Engagement Survey cycles on an 18 month rolling basis in partnership with key stakeholders
• Oversee the execution of PM, SP, and Engagement Survey processes – including exception management - across MDLZ in partnership with the COEs, regional networks and HRIT and ensure those parts of the process owned by MBS deliver to agreed Service levels.
• Handle escalation of issues and complex queries, following up with stakeholders as needed to complete requests
• Partner with the COEs and Talent & Engagement Global Service Line Lead to identify and scope continuous process improvement (incl. systems & tools) based on data-driven and qualitative insights and trends
• In partnership with the COE and regional networks, drive the planning and implementation of process optimisation projects across MBS and customer base – with a strong focus on the change management activities needed in the context of our longer-Term vision and fast-paced environment.
• Lead direct reports to deliver team and project goals and develop individuals for the ongoing MDLZ HR and business talent pipeline
• Partner with other teams in MBS (Reporting, Service Centres) to ensure the MBS organisation has the right level of knowledge on the context and content of Talent & Engagement to provide great service

• Lead and manage the Manila Index Client Service which acts as 1st level helpdesk. This is team of 24 personnel working on a 24x5 operation.
• Ensured seamless support between shifts; increase Manila's growth and contribution to the business, and adherence of the team to global best practices, quality standards, and processes.
• Collaborated with our Global Client Service Index management team to implement strategies to improve customer experience and loyalty.
• Analysed market performance and index data for our clients on a reactive and a pro-active basis and provides client feedback to different teams

• Effectively managed incidents and escalations to achieve consistent service excellence through operational performance of the team
• Worked with relevant stakeholders to review and improve escalation performance and processes in pursuit of increased customer satisfaction
• Lead projects and engages with global stakeholders to improve and impose adherence to internal global processes
• Managed business continuity plan for the Manila Site through constant communication and planning with required stakeholders.

• Established the Americas and APAC Transaction Tier 1 helpdesk and eventually becoming Tier 2 as well.
• Conducted coaching sessions with teams to develop competencies that drive customer service experience.
• Supervised daily staff coverage through efficient workload distribution, leave management, and training schedules recommendation.
• Collaborated with other team managers to improve internal processes that impact operation and customer perception

• Primarily responsible in liaising with Operation teams regarding employee relations issues and programs for the site pertaining to discipline and employee welfare projects.
• Responsible in drafting resolutions of disciplinary hearing for submission to Site HR manager for review.
• Initiated programs with Operational teams to allow the HR team to be more responsive to their business needs.

• Managed day to day operations of the outbound and inbound Customer Service/Sales team from day to day coaching to stakeholder management.
• Handled 16-18 agents for an outbound sales campaign and conducts Daily Barge In/Remote Service Observe and provides real time feedback to Agents. Fully achieved all operational metrics geared towards customer satisfaction.
• Conducted Pre-shift Performance huddles with TL’s.
• Primarily responsible in providing direct reports performance appraisals.

• Primary responsible for setting up training program for new business unit specifically in Cebu.
• Liaised with company trainers in designing training modules to be used by frontline sales staff.
• Acted as Team Manager for New hires during their first 2 months in the program.

· Responsible for selling internet related products to clients for a computer company and providing secondary after-sales support

• International Operations Setting
• Processed Letters of Credit, Documents of payment and Documents against Acceptance.
• Handled Trust Receipts and processing of Loan Payments.
• Assisted Department Head in creation of succeeding years’ budget.
• Knowledgeable in the use of the different Money transfer formats in SWIFT.
• International Operations