Michael Kerby Reyes Intal

TEAM LEADER, OPERATIONS / DATA ANALYST

Concentrix

Jul 2024 - Jan 2025 (7 months)

Managed, coached, and developed a team of Sales agents for both Inbound and Outbound services under a client (SAMSUNG AUSTRALIA). Additional tasks included reporting and data analysis, as well as coordination with other levels of business, including Support and Quality coaching, which encompassed performance assessment, human resource assessment, and risk assessment. Furthermore, I incorporated economic analysis into my data analytics work, considering macroeconomic factors to enhance our understanding of market trends and improve operational strategies. Additionally, I performed accounting tasks related to income, employee value, and expenditures, as well as operations expenditures, ensuring financial accuracy and accountability. I also co

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IMPLEMENTATION MANAGER II

FIVE9 PHILIPPINES INC.

Mar 2022 - Jun 2024 (2 years 4 months)

Set up and manage implementation for advanced Five9 programs, including call center services integration (CRMs including MS Dynamics, Salesforce, and Notion), chatbots, and other high-level configuration and metrics. Additional roles due to promotion included an increase in the number of projects, size, and scope, particularly involving high-risk clients and escalation-handling. Furthermore, this role provided me with the opportunity to become familiar with Google tools and other useful resources for digital marketing and analytics, enhancing my ability to integrate these insights into project implementations and improve overall service delivery. Additionally, I performed financial analysis and planning to assess the feasibility of system a

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IMPLEMENTATION MANAGER I

FIVE9 PHILIPPINES INC.

Apr 2020 - Mar 2022 (2 years)

As an Implementation Manager I, I was responsible for setting up and managing the implementation of Five9 programs using Agile/SCRUM methodologies. This included overseeing call center services such as Telephony and SIP, as well as managing chat functionalities utilizing HTML, CSS, and Javascript, and email server integration. Additionally, my role provided a comprehensive understanding of lead tracking and the purpose, implementation, and integration of various CRM tools and systems, which enhanced our overall project management and client relationship strategies. I utilized Notion for CRM integration, which streamlined our project workflows. Furthermore, I employed Microsoft 365 for various tasks, enhancing collaboration and productivity

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IMPLEMENTATION SPECIALIST (ACTIVATION COACH)

SAP CONCUR (PHILIPPINES), INC.

Aug 2015 - Mar 2020 (4 years 8 months)

Managed remote implementations of SAP Concur's Premier Standard Expense service and extended services for North American-based clients, ensuring that all projects were completed within aggressive timeframes while consistently delivering exceptional levels of work quality and client satisfaction. Utilized implementation programs such as Microsoft Planner and Monday.com for effective project management, enhancing team collaboration and tracking progress. Leveraged Microsoft 365 for various tasks, contributing to streamlined communication and documentation processes. Conducted financial planning and analysis to assess client feasibility regarding their overall contracts, expenditures, returns, and the viability of add-ons, ensuring that client

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USER SUPPORT DESK REPRESENTATIVE

SAP CONCUR (PHILIPPINES), INC.

Aug 2013 - Aug 2015 (2 years 1 month)

- Provides first level support for general SAP Concur desktop and mobile solution users, which includes assistance with service features, report inquiries, payment inquiries along with navigational support to end users. - Documents, routes, tracks, escalates and updates customers on status of issues as required. - Additionally, performed accounting assistance for both Expense and Invoice processes, ensuring accurate financial support for users. - Conducted data security checks as part of troubleshooting efforts, enhancing the overall security and integrity of user data. - Utilized Microsoft 365 tools effectively in daily operations, streamlining communication and documentation processes to improve service delivery.

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AUDITOR 2 (SUPPORT)

SAP CONCUR (PHILIPPINES), INC.

Nov 2012 - Aug 2013 (10 months)

The position requires constant communication with key users and stakeholders where requests and inquiries for Concur Audit and Invoice capture (via phone and e-mail) are handled timely and accurately. In addition, the CSS will identify opportunities to offer information and provide product or service suggestions to suit the customer's needs and improve existing relationships. Furthermore, I performed checks for expense and invoice payments, including bill payments related to accounts payables, which enhanced my understanding of accounting processes and finance-related microtasks, ultimately contributing to more effective communication and service delivery in my role.

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AUDITOR 1

SAP CONCUR (PHILIPPINES), INC.

Sep 2012 - Nov 2012 (3 months)

An Auditor I provides first level Accounting review of end-user receipts and expense reports to ensure integrity and accuracy of their financial reimbursements following the client's specific policies and procedures. Additionally, I reached out to clients for expense policy checks, which served as a form of customer service, where I requested updates and inquired about exceptions. This involved receiving and processing information directly from clients, further enhancing the accuracy and compliance of financial reimbursements.

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ADMINISTRATIVE ASSISTANT

BACOOR, CAVITE WATER REFILLERS' ASSOCIATION, Inc.

Jun 2010 - Oct 2010 (5 months)

As an Administrative Assistant, I was responsible for providing comprehensive support to ensure the smooth operation of daily activities. This included managing schedules, organizing meetings, and maintaining accurate records. I utilized various Microsoft tools to enhance productivity and streamline processes. Additionally, I employed program management software, such as Monday.com, to track project progress and facilitate team collaboration. My role also involved assisting small and medium water refiller businesses with financial analysis and planning, which contributed to their operational efficiency and strategic decision-making.

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PROJECT MANAGER

SAGIP-TUBIG BUSINESS EXPO

Jun 2007 - Feb 2008 (9 months)

As a Project Manager, I was responsible for overseeing the planning, execution, and completion of various projects, ensuring they met the established goals and deadlines. I coordinated with cross-functional teams to facilitate communication and collaboration, which was essential for project success. Additionally, I organized expos aimed at providing valuable insights into economic analysis, both macro and micro, to support small to medium-sized businesses by identifying factors that could enhance their operational effectiveness. This initiative not only fostered a deeper understanding of economic trends but also empowered businesses to make informed decisions based on comprehensive analysis.

Michael Kerby Reyes Intal

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Michael's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.