{"id":547,"date":"2021-01-25T19:39:00","date_gmt":"2023-06-06T19:38:58","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=547"},"modified":"2023-06-29T04:29:21","modified_gmt":"2023-06-29T04:29:21","slug":"meet-trailblazer-francisco-n-collantes-jr","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/meet-trailblazer-francisco-n-collantes-jr\/","title":{"rendered":"Meet Francisco N. Collantes Jr. : Deliver Energy Through Collaboration"},"content":{"rendered":"\n<p><i>At Salesforce, Nichola Palmer works with customers to bring their stories of innovation and transformation to life. In this new series featuring Trailblazers who are Salesforce customers, Nichola introduces Francisco N. Collantes Jr. (Cookie) from Meralco, the Philippines\u2019 biggest energy company. Cookie is a natural and dynamic project manager, with a passion for quality customer service<\/i>.&nbsp;<\/p>\n\n\n\n<p>Francisco N. Collantes Jr. (Cookie) beams with enthusiasm for his most recent role, and well deserved promotion, as Head of Customer Interaction Management with the Philippines\u2019 power utility giant, Meralco. Since graduating with a degree in Business Management fifteen years ago from Ateneo de Manila University, Cookie has had an action-packed career full of hands-on experience and a few interesting twists and turns along the way.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69ebc3a492d13&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69ebc3a492d13\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/salesforce-news-blog-develop.go-vip.net\/wp-content\/uploads\/sites\/8\/2023\/06\/trailblazer-cookie-meralco-illustration.jpg\" alt=\"Francisco N. Collantes Jr. is a Trailblazer.\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"h-a-date-with-data\"><b>A date with data<\/b><\/h2>\n\n\n\n<p>Cookie\u2019s interest in business was initially broad, but his career motivation has always been clear. \u201cDelivering exceptional customer satisfaction and improving the quality of everyday life through our products and services has always motivated me,\u201d he says.&nbsp;<\/p>\n\n\n\n<p>\u201cI\u2019m not a tech guy. I\u2019m not even a programmer!\u201d Cookie says. But in his first role with Meralco as a Business Analyst, he gained an appreciation for data and programming. He recognised that clever use of data made an impact on both customer satisfaction and business results. And as proof that he was putting his new knowledge to good use, Cookie moved into a more senior role as Relationship Manager.&nbsp;<\/p>\n\n\n\n<p>\u201cI managed relationships with some of our key channel partner accounts, and trained in project management,\u201d says Cookie. \u201cThis was where I really began to understand data modelling and technical architecture. It was also where I came to know <a href=\"https:\/\/www.salesforce.com\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">Salesforce<\/a>.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"h-having-the-right-tools-for-the-job\"><b>Having the right tools for the job<\/b><\/h2>\n\n\n\n<p>The billing system Meralco worked with five years ago was also its CRM system. The CIO at the time decided that a cloud-based CRM platform, rather than the existing on-premise system, would help better understand and service customers.&nbsp;<\/p>\n\n\n\n<p>\u201cIt was an all-hands-on-deck <a href=\"https:\/\/www.salesforce.com\/ap\/customer-success-stories\/meralco\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">digital transformation<\/a> for us,\u201d says Cookie, \u201cI led the pilot project implementation as we moved from on-premise to a cloud CRM solution.\u201d&nbsp;<\/p>\n\n\n\n<p>From there, with additional training, Cookie transitioned into a critical Project Management role. \u201cThe move to project management became a natural fit for me,\u201d he says. Cookie\u2019s innate ability to lead teams and projects through to completion was recognised by his leaders and, as a Project Manager, he was able to deliver results right to the frontline of customer service \u2013 a powerful motivator for him.<\/p>\n\n\n\n<p>Cookie says he couldn\u2019t be more pleased with the decision to upgrade the CRM. \u201cSalesforce suited our needs on many fronts,\u201d he says. \u201cOur energy is no longer taken up with trying to make backend systems work. Because we now have such a seamless system, we can concentrate on moving our customers into the digital space. This is really exciting to me.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"h-success-built-on-collaboration-leadership-and-learning\"><b>Success built on collaboration, leadership and learning<\/b><\/h2>\n\n\n\n<p>Cookie mentions that collaboration is a key ingredient for success when leading his project teams. \u201cPeople have unique capabilities and talents. We have to work as a group to deliver the best results,\u201d he says.<\/p>\n\n\n\n<p>\u201cI rely on the great collaboration between our tech teams and our customer-centric teams. It\u2019s not business dictating technology, nor technology dictating what the business needs. Rather a true collaboration that leads to success.\u201d&nbsp;<\/p>\n\n\n\n<p>Cookie credits inspiring leaders with the team\u2019s success and his own career development.&nbsp;<\/p>\n\n\n\n<p>\u201cHaving good leaders \u2013 and being a good leader \u2013 makes all the difference to a person\u2019s success,\u201d he says. \u201cRather than claiming to be an expert in a particular field and expecting people to follow, the team leaders I\u2019ve been fortunate enough to work with were at the top of their careers. They generously shared their learnings with me.\u201d<\/p>\n\n\n\n<p>Focused on continual learning&nbsp; along the way,&nbsp; Cookie advises those working their way up in their careers to have an open dialogue with their leaders about mistakes and lessons.<\/p>\n\n\n\n<p>\u201cAfter every project, whether it has been a success or failure, always track the lessons learned,\u201d advises Cookie. He notes that there are often many unknowns going into a project, which makes it so energising, but also provides so much opportunity for learning and growth.<\/p>\n\n\n\n<p>\u201cTake a step back and analyse the success metrics. What went well? What didn\u2019t go so well? And then map the way forward.\u201d Taking the time to reflect and learn from each task, project, or activity is a guiding principle that has made Cookie a highly successful project manager and an inspiring leader.&nbsp;<\/p>\n\n\n\n<p><i>Watch Cookie\u2019s session at Salesforce Live: Asia to <a href=\"https:\/\/salesforce.vidyard.com\/watch\/A1nukFZtGSpWnRN9QZ6Bbc\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">hear more about the projects he leads at Meralco<\/a><\/i>.<\/p>\n\n\n\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/sg\/en\/authors\/\"><\/span><\/p>\n\n\n\n<div class=\"layout-five wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Watch Cookie&#8217;s session at Salesforce Live: Asia to hear about the projects he leads at Meralco.<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\"><\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/salesforce.vidyard.com\/watch\/A1nukFZtGSpWnRN9QZ6Bbc?_ga=2.197200559.1845031000.1687925407-838662168.1679884936&#038;_gac=1.89329385.1686799057.CjwKCAjwyqWkBhBMEiwAp2yUFo4xT3WKb0yuNDpmk0DnBUby9cNPSnJvpZIwAtohpvTtYlhn3QqVKBoCjKQQAvD_BwE&#038;_gl=1*l2p4rw*_ga*ODM4NjYyMTY4LjE2Nzk4ODQ5MzY.*_ga_3VHBZ2DJWP*MTY4Nzk5OTM4My40NS4xLjE2ODgwMTI5MTAuMC4wLjA.\">Watch Now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-five.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-five.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-five.png\" alt=\"\">\n\t\t\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>With a passion for quality customer service, Francisco N. Collantes Jr. has moved up the ranks to become a successful project manager and inspiring leader.<\/p>\n","protected":false},"author":1,"featured_media":545,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"a6e1dca55dfa4fdaa517044862e624fe","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[27,39],"sf_content_type":[],"coauthors":[97],"class_list":["post-547","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-satisfaction","sf_topic-trailblazer-story"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Meet Francisco N. 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