Andrew John Costales Apostol
San Jose,United States
Summary
As a seasoned Service Technical Consultant, I specialize in delivering top-notch consulting services to clients by seamlessly navigating the intricacies of export requirements. My expertise lies in translating customer needs into precise technical requirements and meticulously documenting, validating, and mapping them to Ceridian functionality. Working collaboratively, I engage with offshore teams to review mapping documents, ensuring a smooth transition into file development. Proficient in configuring the Dayforce application, I tailor it to precisely meet customer export requirements. My role extends to effective management of both internal (Project Managers, Project Sponsors, Service Consultants, Mappers) and external (Clients and Vendors) stakeholders, ensuring a cohesive effort towards achieving export file deliverables.
Overview
9
9
years of professional experience
Work History
Service Technical Consultant
Ceridian
08.2022 - 10.2023
- Provide consulting services to customers by gathering export requirements.
- Translate customer requirements, and analyzed client business processes to propose optimal software applications.
- Document and validate export requirements and map to Ceridian functionality.
- Meet and collaborate with offshore teams to review mapping document for file development, project timelines, SOW fulfillments, as well as solution development.
- Collaborated with upper management to drive strategy and implement new processes.
- Configure Dayforce application to meet customer’s export requirements.
- Manage internal (Project Managers, Project Sponsors, Service Consultants, Mappers) and external (Clients and Vendors) stakeholders to achieve export file deliverables.
- Ensure all work done for customers are documented and accumulates to 30 billable hours or more for deliverables to be done on time or earlier.
Project Manager
RingCentral
03.2020 - 08.2022
- End-to-end implementation of RingCentral system projects for clients.
- Procure adequate resources per phase of projects to ensure successful implementations.
- Identify risks and mitigation for smooth project flow.
- Gather all surface and hidden requirements from clients to better formulate and implement telecommunication solutions for increased customer handling efficiency.
- Collaborate with number porting teams to ensure smooth migrations of anywhere between 10 - 500 telephone numbers.
- Weekly rendezvous with clients for feedback, updates, and project concerns.
- Post Go-Live support with white-glove service in mind before transitioning customers fully to general support.
- Streamlined best practices and new learnings from colleagues, manager 1-on-1's, and past experiences to increase project flow efficiency and achieve 10 - 20% increase of revenue.
Citizens Disability – Intake Specialist/SME
Full Potential Solutions Philippines
09.2019 - 03.2020
- Complete anywhere between 10 - 30 inbound and outbound calls to source out potential claimants for Social Security disability benefits.
- Pre-qualify claimants’ eligibility in obtaining Social Security disability benefits.
- Create applications correctly and accurately for claimants that are eligible to increase claimant chances in qualifying for SSI or SSDI.
- Hit Daily, Weekly, and Monthly eligible application creation targets with at least 2 eligible applications per business day.
Benefitfocus - Customer Success Analyst
Eclaro Philippines
05.2017 - 08.2019
- Configure, troubleshoot, maintain, and/or meet with clients to ensure employer benefit plans formatted in various forms (834/SFF) are uploaded to Benefit Carrier’s systems correctly and efficiently.
- Manage and collaborate with 600 clients and 3 Top Benefits Carriers during their benefits renewals to ensure enrollments are uploaded correctly and on time before clients' open enrollment.
- Trained and guided new associates with our business flows and processes together with best practices and prepared them to work independently and efficiently within our organization.
- Collaborated with cross-functional teams like implementations and business data analysts to resolve complex customer issues effectively.
- Gathered, documented, and modeled data to assess business trends and create more efficient business flows and processes to streamline renewal and maintenance projects.
- Developed comprehensive knowledge of product offerings, enabling prompt assistance for clients'' inquiries.
Marketing Officer
Century Properties
10.2016 - 05.2017
- Sourcing of clientele and presenting of all projects, whether pre selling or ready for occupancy, of the company to be marketed to them.
- Identified issues, analyzed information and provided solutions to problems.
- Strengthened communication skills through regular interactions with others.
Telstra - Consumer Billing / Sales Consultant / SME
Teleperformance
07.2015 - 10.2016
- Assisting customers with their enquiries regarding anything on their bill ranging from payment disputes, extensions, upgrades or downgrades, change of ownership, alignment of misaligned product codes on the system Siebel and tools related to such
- As a Sales Consultant, integration of any and all possible cross-sales to each customer in inbound calls to increase revenue of the company after addressing any initial enquiry
- As a Subject Matter Expert, the responsibility is to take the role of a Team Leader in a broader scheme of the whole site
- Handling and de-escalating complaints of both customers and other agents, sending start of day and end of day shift reports to respective supervisors and managers, coaching and guiding all agents of a focus cluster, disseminate and explain updates coming from management, and occasionally conducting inductions for specified teams in place of supervisors
- Increased profitability and pipeline development by leveraging multiple sales strategies and distribution channels.
- Main tools used were Siebel, CCMS and Excel.
Corporate Accounts Specialist
San Miguel Foods, Inc. - San Miguel Integrated Sales
07.2014 - 02.2015
- Maintaining existing clients while sourcing additional clients to achieve specific targets for a specified product of the company.
- During project based contract, focus products were Christmas Hams and Cheeseballs to be mass marketed to non-traditional business such as BPO’s, back office of major companies, banks, and the like.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Developed and maintained strong relationships with key corporate clients, resulting in long-term partnerships.
Education
Bachelor of Arts - Communication Arts
03.2014
- Communication Arts Students Association Member
- CASA Retorika Member
- MusiCASA Member
- Musikat Member
- Tiger University Flag-Football Member
- AB Football Club Member
- Tigers Futsal Club Member
- AB Dance Synergy Member
Skills
- Technical Guidance
- Strong communication
- Customer relationship management
- Client Relationship Building
- Project Management
- Software integration
- Team Collaboration
- Instruction Creation
- Analytical skills
- Problem-solving
- Customer service
- Attention to detail
Hobbies
I definitely enjoy video games nowadays, especially PC games. I'm also an occasional binge-watcher of shows and anime. But always end up listening to music with a rather "well-rounded" (unusual) range of taste. Anything from pop-punk to hip-hop to k-pop and occasional jazz or 70's hits, as long as my ears and heart get happy. With sports, I'm as active as I used to be, but if I ever do join, I tend to be on the competitive side, no matter the sport (even beer pong).
Languages
English
Native or Bilingual
Filipino
Native or Bilingual
Timeline
Service Technical Consultant - Ceridian
08.2022 - 10.2023
Project Manager - RingCentral
03.2020 - 08.2022
Citizens Disability – Intake Specialist/SME - Full Potential Solutions Philippines
09.2019 - 03.2020
Benefitfocus - Customer Success Analyst - Eclaro Philippines
05.2017 - 08.2019
Marketing Officer - Century Properties
10.2016 - 05.2017
Telstra - Consumer Billing / Sales Consultant / SME - Teleperformance
07.2015 - 10.2016
Corporate Accounts Specialist - San Miguel Foods, Inc. - San Miguel Integrated Sales
07.2014 - 02.2015
University of Santo Tomas - Bachelor of Arts, Communication Arts
Similar Profiles
Adil AbdullahiAdil Abdullahi
Data Analyst Intern at CeridianData Analyst Intern at Ceridian
Alison AndrewsAlison Andrews
Tax Resolution Analyst at CeridianTax Resolution Analyst at Ceridian
Sana ShaikhSana Shaikh
Implementation Lead Consultant at CeridianImplementation Lead Consultant at Ceridian
Jesus MunozJesus Munoz
Retail Cashier at Burlington Stores, Inc.Retail Cashier at Burlington Stores, Inc.
Sione BourkeSione Bourke
Water Heater Technician at Accomplished Water HeatersWater Heater Technician at Accomplished Water Heaters