Mel Calanglang

Curriculum Vitae

Objectives

A position within a dynamic organisation that improves the customer experience through strategic planning, program implementation, system development and behavioural change management

Achievements

  • International business experience based in the following countries - Canada, France, Germany, Italy, Japan, Netherlands, Norway, Singapore, Spain, Sweden United Kingdom and United States
  • Develop strategy and led implementation of customer experience improvement programs including voice of the customer surveys in Europe and North America
  • Development and implementation of Customer Office and Sales Administration function in Europe
  • Chair monthly business forums with European senior management on economic health
  • Regional Implementation of business applications (PeopleSoft, salesforce.com, financial and bespoke systems) across North America, Europe, Japan and Singapore
  • Management experience leading remote and virtual teams
  • Extensive reporting, analysis and presentation to regional and executive management
  • Excellent written and oral communication skills at professional and social levels
  • Comprehensive knowledge in all phases of business administration including marketing, human resource management, accounting, operations management, business policies and corporate finance
  • Formal training in structured programming concepts, relational database theory, systems design, modelling, development, and logistical problem solving
  • Technical knowledge of hardware and software configurations and peripherals for IBM and Macintosh PC's
  • Advanced knowledge of a broad range of desktop and cloud based applications
  • Technical knowledge of computer programming languages from binary to 4th generation
  • Administration of central applications including salesforce.com, PeopleSoft Enterprise, QAD, Crystal Reports, Citrix, SAS, J.D. Edwards, Oracle Server, Microsoft SharePoint

Career

Mel and Jo Calanglang
London, England

2012-Present

Dance Instructor, DIsc Jockey & Master of Ceremonies

Pitney Bowes Business Insight
Windsor, England

2011

Executive VOC Program Manager

2010

Customer Advocate EMEA

2009

Business Operations Manager EMEA

2008

Business Analyst EMEA and Sales Administration Manager

2006

CRM Systems Analyst EMEA

2001

Business Analyst EMEA regions

Highlights

  • Chaired and facilitated monthly meetings with Europe, Middle-East & Africa (EMEA) executive leadership team regarding overall and detailed health of the business (HOB) for entire region
  • Co-ordinated regional activities from HOB scorecards and meetings
  • Program implementation for Voice of the Customer Initiative (VOC) globally by developing strategy, implementing plans and influencing behavior change to improve customer relationships
  • Implementation of Customer Office (CO) function within European business, servicing customer related issues and apply levels of service to improve daily customer experience
  • Facilitated implementation of partner program to alliances teams and partners across Europe and Middle-East including project management, coordination of strategy, content management and training to regional teams, improving overall partner relationship
  • Due diligence team member to investigate potential acquisitions in UK and France
  • Implementation of global sales methodologies across EMEA, enabling sales with best practice
  • Implementation and training of salesforce.com customer relationship management (CRM) application across EMEA, requiring training asset management across local offices in Europe and Middle East
  • Implementation of the PeopleSoft CRM application including development, staff training and program management across local offices in EMEA
  • Strategic planning, development, resource hiring, asset management and general management of sales administration function supporting sales efforts across EMEA
  • Project planning, resource management, system development and report development taken to successfully complete conversion of eb2 German financial system from Deutsche Mark to Euro currency by 2002 deadline set by European Union
  • Project management, system development and implementation of Electronic Distribution Interchange between PBBI order fulfillment systems and 3rd party fulfillment facility for daily production of orders
  • Planning and Implementation of security hierarchy within German and UK financial system
  • Development and implementation of lotus notes project database within General and Administration EMEA
  • Report development for EMEA functions including financial reports/statements, revenue forecasting, marketing lead management, operational metrics and customer-facing documentation
  • Provided technical and business support and analysis to various functions around the use and strategy of application tools for the company and impact to market
  • Lead business process redesign and change management through program activities from HOB, VOC, CO and systems implementations

Avanti Customer Service
Surrey, England

2000-2001

Consultant.

Highlights

Clients:

American Express, Brighton (Functional Process Design)
Thomas Cook, Peterborough (Business Analysis)
American Express, London (Business Analysis)
Avanti Information Management Ltd, London (Systems Analysis)

  • Consulting assignments at the client sites for American Express and Thomas Cook
  • Designed and delivered process mappings and documentation to support implementation of project
  • Created User Acceptance Test Approach and Detailed plans for testing quality level of product/service
  • Co-ordinated project work between technical developers (programmers etc.) and business users to manage and minimise Risks/Issues to project plan
  • Maintain development deadlines based on overall project schedule
  • Analysis of Privilege Customer Database including relational data modeling, normalisation checks, Data specifications
  • Management of Corporate Loyalty Program Customer database for volume and integrity maintenance, connectivity facilitation and reporting specifications
  • Provided normalised data model, data requirements and specifications for future system implementation
  • Web interface design, analysis for modules and processes of Avanti prototype software
  • Liaised with India-base programmers on web module development

Stolt Sea Farm Inc.
Oslo, Norway

1999

Group Project Manager, Global

1996-1999

Business Systems Manager, Americas

1995

Business Systems Analyst, Americas

Highlights

  • Direct reporting to executive board regarding group and Americas status reports, strategic planning and resource allocation
  • Frequent travel and long-term work across United States, Canada, Norway, Singapore and Japan
  • Responsible for all resources/assets in the development and implementation of global systems throughout SSF developing policies, procedures and programs to meet evolving business plans
  • Auditing of business processes for Americas, Asia Pacific, Norway, Iberia and Scotland secure plans for systems and process redesign aligned to global model
  • Responsibility for Americas IT budget exceeding $500,000 USD
  • Instituted national vendor program for asset leasing and outright buying which increased support, optimized operations and reduced capital expenditures
  • Responsible for infrastructure and telecommunications for North and South America locations
  • Developed infrastructure, administration and support protocols of North American Frame Relay Communications Network encompassing regional offices
  • Utilized internet technology to implement internal and external communications program, increasing efficiencies between time zones and reducing long distance calls costs
  • Management of permanent and contract workers from programmers, technical to business systems analysts and managers
  • Implemented employee training program for software applications throughout Regional offices and professional certification courses for IT staff
  • Project lead for systems globalization and Y2K compliance through modifications on functionality, modules, connectivity, reports and documentation of company IT infrastructure
  • Projectmanagement,development and implementation fort the following systems:
  • Sales & Distribution (USA,CAN, NOR, JPN, SPG)
  • Inventory Management (USA, CAN)
  • Japanese Invoicing (JPN)
  • EIS Reporting (USA, CAN, CHI)
  • Production Cost Analysis (CAN)
  • Assist in deploying internet website products and services marketing

Club Monaco International
Toronto, ON Canada

1993-1995

Head Office Systems Analyst

Highlights

  • Design, development, implementation and maintenance of the following:
  • Club Monaco Fashion System© (CMFS)
  • Club Monaco Inventory System (CMIS)
  • Club Monaco Help System (CMHS)
  • Responsible for the integration of CMFS, CMIS, CMHS and CMPOSS systems to create heterogeneous CM environment
  • Corporate strategy advisor on information analysis, in-house development and new technologies
  • Operational and technical support for Club Monaco Payroll, Club Monaco Point-of-Sale system (CMPOSS), STS retail merchandise system and systems stated previously
  • Network Administrator for local and corporate wide area networks
  • Responsible for computer hardware and software purchasing

Ontario Hydro
Toronto, ON Canada

1990-1993

Market Statistics Support

Highlights

  • Project management, software programming and implementation of the Direct Customers and SIC/SRC reporting systems within market statistics function
  • Member of project team for platform migration of the Canadata reporting system
  • Provide technical support to statistical staff members regarding hardware installation, software development and operations
  • Perform system and database administration across mini-system and PC platforms
  • Analysis and publication of statistical reports including:
  • Customer Profile of CES Field Offices
  • Revenue and Use of Power Directs by SIC
  • Summary of Primary Electricity Sales
  • SIC/SRC reports
  • Ad-hoc reports
  • Validation of SIC/SRC reporting and Market Data System information

Education

University of Waterloo
Waterloo ON Canada

May 1992

Bachelor Degree in Mathematics

Denis O’Connor Catholic High School
Ajax ON Canada

Jun 1986

OSS Honours Graduate Diploma

Received Frank Shine Award for outstanding achievement in Computer Science

Activities & Interests

  • Enjoy sports including softball/fastball, volleyball, basketball, soccer, tennis, ice hockey, badminton, golf
  • Active member in swing dance community, volunteering services in the following:
  • organisation, planning of annual and monthly events
  • music disc jockey and master of ceremony
  • teaching beginners/intermediates/advanced techniques and concepts of balboa dancing
  • Enjoy music, dancing, travelling and learning

+44 7595 837 938

melcalanglang@yahoo.com