Ralph Robin Montes

Senior Workforce Management and Operations professional with over 10 years of progressive experience across telecommunications engineering, workforce planning, resource management, operational reporting, and business analytics. Built a strong operational foundation at PLDT by leading field operations, technical service delivery, and customer experience initiatives before transitioning into enterprise Workforce Management at PwC, supporting workforce operations across APAC and the United States. Demonstrated expertise in workforce deployment, capacity planning, executive reporting, process automation, and stakeholder management.

Passionate about leveraging data-driven insights to optimize workforce performance, improve operational efficiency, and drive strategic business outcomes in global organizations.

Deployment Analyst | Workforce Management & Resource Planning at PwC Acceleration Centre Manila (2022-08 – 2026-08)

Workforce Management and Reporting responsibilities across APAC region

• Owned end-to-end workforce deployment across Australia, New Zealand, and APAC by managing work allocation, data validation, and resource planning.
• Led extraction, transformation, cleansing, and validation of workforce data to ensure accurate staffing decisions.
• Governed workforce deployment compliance by validating resource eligibility, client restrictions, and engagement requirements, ensuring risk-free staffing decisions.
• Fostered strong relationships with Deployment teams and AC resources through effective communication via Google Chat and Microsoft Teams.
• Acted as a key liaison for Deployment Seniors, providing backup support across multiple clusters within the firm.
• Identified and implemented automation opportunities to enhance resourcing processes, increasing efficiency and reducing manual effort.
• Managed daily operational tasks, including email notifications, resource enrollment on SDC Connect, and workflow management using SD Phoenix tools.
• Partnered with Deployment Consultants, Engagement Leaders, Operations Managers, and Service Delivery Leaders to resolve workforce challenges, improve resource allocation, and support strategic business objectives.
• Provided executive workforce insights that enabled Operations Managers and Service Delivery Leaders to make informed staffing and resource allocation decisions across multiple engagements.
• Conducted User Acceptance Testing (UAT) for a new workflow platform in India and the Philippines, supporting global process standardization.
• Ensured consistent communication with the Engagement Team regarding US Sanction clearance for all engagements.
• Managed workforce bookings for 300+ professionals via Salesforce TeamBuilder bookings, balancing workforce capacity and eliminating scheduling gaps.
• Developed and delivered weekly, monthly, and annual workforce reports, analyzing actual hours, identifying discrepancies, and resolving utilization gaps.
• Continuously monitored and updated productivity and utilization metrics to optimize resource allocation and improve workload distribution.
• Developed ad hoc reports tailored to the needs of Operations Managers, Deployment Consultants, and Service Delivery Leaders.
• Served as PMO for New Zealand operations, presenting workforce insights to senior leadership.
• Streamlined reporting and resourcing processes, reducing manual data handling by identifying opportunities for automation.
• Enhanced offshore client utilization tracking, enabling better decision-making and improved resource alignment across regions.
• Strengthened cross-functional collaboration between Deployment and Engagement teams, fostering a culture of transparency and efficiency.
• Selected to represent the team and sent to India for cross-functional training alongside global workforce teams, enhancing collaboration and process alignment across regions.

PROJECT Ethernet Tester (remote) at BOLD Business (2021-10 – 2021-11)

Ethernet testing project for Metro City in the US

• Conducted comprehensive Ethernet testing for Metro City in the US, leveraging Amazon Web Services (AWS) to ensure seamless network performance and reliability.
• Built and maintained strong professional relationships with the US Team Leader, ensuring effective communication and collaboration across remote teams.

Workforce Management Associate (Assistant Workforce Supervisor) at PLDT (2019-02 – 2021-05)

Workforce coordination and field operations management

• Directed the extraction and dispatch of job orders and restoration service requests, ensuring seamless daily operations and timely resolution of customer concerns.
• Updated and maintained data accuracy within OSS systems, optimizing cable records for efficient service delivery.
• Configured VOIP and data services for both DSL and Fiber network customers, ensuring high-quality connectivity via NMS.
• Provided detailed daily production reports to Business Managers, enabling data-driven decision-making.
• Streamlined logistics processes by managing the distribution of hardware tools and materials required for field operations.
• Trained Field Associates on advanced troubleshooting techniques, customer service best practices, and operational procedures, enhancing team performance.
• Mentored On-The-Job trainees through comprehensive onsite and in-office training programs, ensuring successful project completion.
• Acted as the Single Point of Contact (SPOC) for the project, facilitating smooth communication between stakeholders, customers, and the workforce.
• Improved field team efficiency and customer satisfaction through effective workforce coordination and resource allocation.
• Successfully onboarded and trained multiple Field Associates and trainees, fostering a skilled and service-oriented workforce.

Field Service Engineer II at PLDT (2013-12 – 2019-02)

Field installation and maintenance of FTTH and DSL lines for customers

• Expertly installed and restored FTTH and DSL lines for residential and corporate clients, ensuring uninterrupted connectivity and exceptional service quality.
• Conducted advanced troubleshooting and maintenance of FTTH facilities, resolving complex technical issues to minimize downtime.
• Configured and optimized network setups on customer premises, delivering tailored solutions to meet client needs.
• Established and maintained strong relationships with customers, fostering trust and satisfaction through excellent service and support.
• Deployed and set up hardware modules for customer use, ensuring seamless integration and functionality.
• Consistently exceeded sales targets by upselling value-added services and PLDT plans, contributing to revenue growth.
• Utilized OSS applications to efficiently manage job orders, streamline workflows, and ensure timely task completion.
• Consistently exceeded service quality through technical expertise and customer relationship management.
• Recognized for delivering exceptional customer experiences, resulting in increased client retention and positive feedback.
• Enhanced operational efficiency through proactive troubleshooting and effective use of OSS tools.
• Boosted sales revenue by promoting and upselling services aligned with customer needs.

Field Service Assistant at PROSERVE Human Resources (2013-08 – 2013-12)

Field service installation and reporting

• Installation of PLDT FTTH lines.
• Report production daily to Team Leader and Dispatcher.

Bachelor of Science in Electronics and Communications Engineering – University of Perpetual Help Rizal – Molino (2009 – 2012)

Bachelor of Science in Electronics and Communications Engineering – Adamson University, Manila (2005 – 2008)