Dr. Benegildo Angelo ‘Bengel’ Perez Mendoza, D.B.A. (Cand.

)
T2 3H East Bay Residences, Sucat, Muntinlupa City
E-mail: [email protected]
Mobile 0918-907-8857

Qualifications: M.B.A., D.B.A.

Six-Sigma, Process Improvement, Balanced Scorecard and

Business Process Management certified
Licensed Insurance Underwriter
Civil Service - Career Service Professional

Education: January 2023 – June 2023

SBS Swiss Business School

Flughafenstrasse 3, 8302 Kloten-Zurich, Switzerland
MRH3+9J - Al Jazeera Industrial. Ras al Khaimah, United Arab Emirates

Doctor of Business Administration

-Management Research Perspectives
-Global Environments and Management Trends
-Contemporary Management

August 2015 – February 2018

De La Salle University
2401 Taft Avenue, Manila

Master of Business Administration

-Nominated for Best Paper “Improving Absenteeism Rate in Call Center
Operations”
-Date of graduation February 10, 2018
-Semi-finalist for DLSU Graduate School Quiz Bowl 2016
-Class President for Quantitative Methods for Decision-Making Class
-Class President for Information Management Class
-Group Leader for Lasallian Service Leadership Project
-Group Leader for Human Resources with Organizational Behavior Class

June 1996 - June 2000

De La Salle University – College of Saint Benilde

2544 Taft Avenue, Manila

Bachelor of Science in Business Administration

Major in Computer Applications
-Gold Medallist – Social Science Quiz Bee
-Silver Medallist – Natural Science Ecology Song Writing Contest
-Sports Writer for The Benildean – school paper
-Campus Ministry Choir Member, Christian Life Community Member
-Tree Planter for College of Saint Benilde-Binangonan, Rizal
Certifications: 6th Six-Sigma and Process Improvement Conference
April 29-30, 2015
Hotel Intercontinental Manila, Makati City

Asian Institute of Management

Business Process Management and Balanced Scorecard
April 28, 2015
123 Paseo de Roxas, Makati City

Hola Amigos Spanish Language Center – 80 hours

February - March 2019, Alabang, Don Jesus Boulevard, Muntinlupa City

Examinations: February 27, 2005

Philippine Insurance Commission Examination for

Insurance Underwriters Top 1 tied with three others
Grade 100%

November 9, 2001

Civil Service Commission - Career Service Professional

Grade 85.41%

Seminars/Talks: Witness Stephen Covey: Beyond the 7 Habits

“The 8th Habit: Live and Work with Passion”
November 19, 2004
Dusit Hotel Nikko Manila Garden, Makati City

Live: John Maxwell’s High Impact Teams Seminar

September 15, 2004
Araneta Coliseum, Cubao, Quezon City

Catholic Service: June 2019 – Present

Jesus the Divine Healer Parish Tahanan Village

Lay Minister

April 2007 – June 2019

Jesus the Divine Healer Parish Tahanan Village

Lector

Serviam Catholic Charismatic Community

-Marriage Encounter # 21 April 20-22, 2018
-Family Encounter # 10 July 13-15, 2018

April 2004 – September 2008

Jesus the Divine Healer Parish Tahanan Village

Youth Prayer Group Leader
 Bio-Data

Date of Birth – September 24, 1979 Place of Birth – Manila

Civil Status – Married
Place of Marriage - Santuario de San Antonio Parish, Makati City
Religion – Roman Catholic
Height – 5’ 7”, Weight – 160 pounds, Gender - Male
Citizenship - Filipino

Spouse: Laurice T. Mendoza

School: St. Paul University – Manila, AB Mass Communications
Post-graduate: None
Occupation: Operations Manager – Alorica

Name of Children:
Audrina Mariana T. Mendoza, born February 18, 2009
Angelo Mikhail T. Mendoza, born July 7, 2010
Mary Leighton T. Mendoza, born May 15, 2013
All attend Manresa School in BF Homes, Parañaque City

Father: Benny R. Mendoza

School: UP-Diliman, BS Fisheries, Bachelor of Laws
Post-graduate: MBA – Ateneo de Manila University
Occupation: Lawyer, Inventor, Self-employed

Mother: Edna P. Mendoza

School: UP-Diliman, AB Economics
Post-graduate: MBA – De La Salle University
Occupation: Licensed Real-estate Broker, Self-employed

Sibling #1: Gian Paolo P. Mendoza

School: De La Salle University Manila, AB Behavioral Science
Post-graduate: None
Occupation: Theater Manager – Vox Cinema, Dubai

Sibling #2: Edna Patricia P. Mendoza

School: De La Salle University Manila, BS Biochemistry
Post-graduate: Environmental Science - Australia National University
Occupation: Consultant – Department of Science and Technology
Work Experience: May 2021 – July 2023

Fusion360 BPO / Training Resources Group

Level 17, Tower 2 The Enterprise Center Ayala Ave., Makati City

Sales and Customer Service Manager

-Sold training resources in the Vocational Education and Training (VET)
Sector in Australia
-Employee headcount grew from 50 to 300
-Sales Team and Customer Service Team members increased from 4 to 20
-Annual sales of 7 million AUD
- Composed the Sales Script and wrote the Manual/Handbook for Selling
Strategies and Tips
-FY2021 revenue: $2.4M, FY2022: $6M, FY2023: $7.2M AUD

January 2019 – May 2021

OSAM Marketing Call Center – California Solar Store

Lower Ground Floor, Paragon Plaza, Reliance St., Mandaluyong City

Call Center Head

-Sold solar panels for California Solar Store, USA
-Call center setup from inception to operation
-Appointment-setting account with ten Appointment Setters
-Recruited, hired and trained all team members
-Composed the Sales Script and wrote the Manual/Handbook for Selling
-Manages the Dialer and generates reports - Dialer Software Vici Dial

December 2017 – December 2018

TSD Global Inc.

4th Floor 8/10 Building, McKinley Hill, Fort Bonifacio, Taguig City

Account Resolution Manager - AT&T Business Landline

-Taking Office-of-the-President Executive Escalation calls for AT&T
-Handled four Team Leaders with six Escalation Agents Each
-Recipient of AT&T Best Customer Service Experience Award 2018
-Highest number of escalated calls taken for all sites - 2018
-Top-seller for Mobility products (February 2018)
-Multiple commendations
-Winner of Date-Your-Boss Contest

June 2013 – May 2015

Tata Consultancy Services, Philippines

Accra Law Tower, BGC, Taguig City

Operations Manager for AGL Back-office Account

-80 to 100 FTE’s
-Handles 4 Team Leaders with 20-24 Back-office Officers each
-Manages over 50 different portfolios
-Weekly touch-base with various department heads of the client for process
improvement and other pertinent matters
-Training and Quality Calibrations
-Halloween Project Winner for Halloween 2014
-Best OM 1st Quarter of 2015
September 2010 – December 2012

TRG Customer Solutions (now known as IBEX) /

5th flr/6th Flr. Hanston Bldg. Emerald Avenue, Ortigas Center, Pasig City /
Silver City Mall Frontera Verde Drive, Tiendesitas, Libis, Quezon City

Sales and Operations Manager (US and Australian acct.)

-Recruited, hired and trained the first 25 Sales Agents – Pioneer Account
-Client expanded to 70 FTE’s after two months
-Met goals of Selling Program on a consistent basis
- Composed the Sales Script and wrote the Manual/Handbook for Selling
September 2008 – September 2010

IDXNET Internet Service Provider LLC of Australia

IDXNET ISP Building 35 Marion St., North Parramatta, NSW, Australia
16th floor Jollibee Plaza, Ortigas, Mandaluyong City, Philippines

Sales and Operations Manager (Australian ISP Account)

-Recruited, hired and trained the first 35 Sales Agents
-Set-up shop in the country
-Ten per cent growth in total number of subscribers during the fourth
quarter of 2008 after having the Philippine site in full operations mode
-Seventy per cent retention of subscribers with expired lock-up
contracts with thirty per cent renewing a lock-up contract
- Composed the Sales Script and wrote the Manual/Handbook for Selling
Strategies and Tips
-Manages the Dialer and generate reports from the Dialer Software

November 2006 - September 2008

Dell International Services Philippines, Inc.

1800 Bldg., Eastwood City, Libis, Quezon City

Senior Team Leader - Dispatch Resolution

-Supervises a team of Resolution Experts (Subject Matter Experts)
- Employee of the Quarter for the first quarter of 2008
- Employee of the Quarter for the second quarter of 2007
-Made the call flow and handbook of dispatching parts and troubleshooting
guide used by the program
-Tapped to be the first supervisor of the new up-selling program
-Composed the call flow and wrote the Manual/Handbook for Selling
Strategies and Tips
-Reviews, analyzes and approves the resolution parts dispatch of over three
hundred call handling Computer Technicians
-Conducts weekly/monthly meetings/calibrations with Team Leaders and
Technicians to ensure important issues, updates and new troubleshooting
concerns are communicated accordingly
-Reports resolution metrics to Directors and VP’s on a quarterly basis
-Contacts large account customers regarding computer/parts dispatches and
resolution
-One of the 32 pioneer support employees of the site
-Highest Score in English Communication Training among the first 32
support employees
-Top performer in Transition Training among the first 32 support
employees
 November 2005 - November 2006

HSBC Electronic Data Processing Philippines, Inc.

HSBC Building, Northgate Cyberzone, Alabang, Muntinlupa City

Team Leader - Branch Operations Phone Banking

Buffalo, New York USA branches
-Highest score in Core Training and Process Training
-Recipient of “And Then Some Award” for encouraging co-trainees
-Recipient of “Power Forward Award” for most referrals (training period)
-Recipient of “Sixth Man Award” for providing valuable support to peers
-Set record for most number of converted referrals in all sites – 300
-Had the most number of converted referrals in all sites for 2006
-Largest commission - USD$344.00

September 2002 – November 2005

eTelecare International / Convergys (now Concentrix)

20th floor Citibank Tower, Eastwood City, Libis, Quezon City
Megaworld Building, Eastwood City, Libis, Quezon City

Team Leader - Technical Support for Dell

-Promoted to Team Leader after finishing the Leadership Development
Program December 2003
-Ranked number 5 among 65 teams for the 3rd and 4th quarter of 2004.
-First and only Tech Support Level 4 call handling agent
-Technical Support Representative of the Year for 2003
-4-time Model TSR for Quarterly Business Review with client
-Member/Trainer Vision, Mission, Culture and Values formulation league
-Dedication, Initiative and Enthusiasm eTelecare Award 2002
-Three-time recipient of coveted High Flyer Award
-Highest-paid Contact Center Agent for 2003 (basic salary P30,000)

Character References:
Geoffrey Gemoto, Ops Mgr eTelecare 9175265333 9165670

Johann Gonzales, Operations Manager HSBC 917-8043464

Dominic Tuazon. Director – IDXNET +61 423207029

Chris Loh, Site Implementation Manager – Dell 728-DELL

Alfy Lee, Site Director–TRG (IBEX) 09998847318

Sheryll Infante, Sr Ops Mngr–Tata Consultancy 9177948883

Darwin Sapinoso, Sr Ops Mngr – TSD Global 09985368931

Martine Navales, Owner California Solar 001-818-8369134

Scott Rogers, CEO - Fusion360 BPO/TRG +61 416131235