Philippines
I’m an HR professional with 8+ years in recruitment, engagement, and training, backed by 20+ years in customer service and coaching. I help organizations attract, develop, and retain top talent by combining people-first leadership with process efficiency. My expertise includes: • Recruitment strategy and candidate screening • Employee engagement and retention programs • Process improvement and training design • Leadership and soft skills coaching I’m passionate about building workplace cultures where people thrive, communication flows, and teams deliver exceptional results.
Recruitment: • Create new and revise existing recruitment qualification tests and interview questions • Check and reconcile recruitment qualification tests • Trains HR & Admin team members on how to roll out the new and existing employee guidelines • Conducts final interviews to short-listed applicants • Spearheads on-boarding from start till end • Continuous improvement of the recruitment processes to obtain the best candidates suited to the client specifications • Manages social media account - Facebook and Instagram • Cascades learning when assigned to attend company-sponsored educational activities, leadership trainings, conferences and seminars • Oversee and maintains HR google sheet database Engagement: • Spearheads charity, meeting and engagement events • Leads the logistics and planning for all events in 3 centers • Monitors and tracks attendance performance of operations for Perfect attendance awardees on a monthly basis • Monitors the Suggestion box comments for HR and Operations improvement Others: • Oversee 3 HR centers • Oversee Monthly Operations report
• Conduct training needs analysis to identify CSRs' communication gaps • Design communication training delivery plans, session plans, and materials • Implement training interventions and coaching on language, soft skills, and customer service • Conduct communication huddles and soft skills training • Generate reports to track and measure teammate performance and evaluate training effectiveness
• Partner with Operations, Training and Quality department to identify requirements as needed for the development of agents communication skills - Monitor and coach agents enrolled by their Team Manager or Quality Specialist - Support GC Classes to enhance communication skills of incoming agents - Interview applicants to assist Operations • Design, develop and execute appropriate communication skills plans for T-Mobile agents to improve customer satisfaction - Facilitated in creating modules for class discussion and coaching sessions - Implements and encourages innovative and evidence-based communication training methods and strategies to best meet agent needs and capabilities - Weekly posts (Grammar Capsule, English Facts, Pronunciation Junkie and Tongue Twister) - Language Flicks • Track deliverables, milestones, and decisions made based on previous training conducted for the site - Works on end of month or end of week reports (Monitoring & Coaching Forms and Interview Forms) • Demonstrates and encourages English Only Policy at all times - Ensure that the agents or non-agents adhere to this policy
• Manage operations of the Contact Center department, ensuring that all activities are carried out by both Inbound and Email Investigation units within the mandated service levels • Ensure proper allocation of department resources • Constantly monitors departmental output through performance appraisals and CSAT • Implements projects and programs designed to improve overall performance of the department • Reviews procedures and processes in the department, making changes as necessary, in order to improve the department’s performance • Deals with internal and external parties concerning Contact Center matters (ATM Center, Central Clearing, Stock Transfer, Trust Department, Service Excellence, ITG & Electronic Banking) • Reports to the Division head (FVP) and Operations Group Head (EVP) for department concerns