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Customer Service Recruitment Quality Assurance Clerical/Administrative

Davao City, Davao Region, Philippines
November 06, 2017

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Prudential Village, Daliao Toril, Davao City



With experience in quality assurance, customer service, talent acquisition and personnel selection in a retail and an outsourcing company.


Bachelor of Science in Psychology

Year Graduated: 2011

San Pedro College

12 C. De Guzman St.

Davao City, Philippines


Techstyle Fashion Group

800 Apollo St, El Segundo, CA 90245, USA

AI IVR Specialist

August 5, 2015 to March 15, 2017

-Responsible for both managing and delivering IVR initiatives as well as daily maintenance of the solution including but not limited to call routing and reporting. These initiatives will be focused on improving customer experience and increasing the self-service rate.


-Understands customer experience and needs based on call analysis and application performance on a regular basis

-Able to extract useful information and analyze speech data by listening to call recordings

-Creates new test scenarios and produces test cases based on IVR call flow

-Plays a critical part in defining the future strategy, priorities and road-map for self-service opportunities

-Partners with the LOB for day to day support and consultation on business needs

-Directs the vendor on self-service and/or maintenance implementations of call flow modification

-Summarizes and presents complex issues to a variety of audiences: technical, non-technical and executive personnel.

-Provides business production support for the IVR

-Maintains day to day reporting on IVR performance and analysis of the data for application growth/enhancement.

Offsourcing Philippines INC.

238 Araullo Extension, Andreliz Building, Davao City, 8000 Davao del Sur

Customer Service Representative

September 10, 2014 to August 5, 2015

-Handles incoming customer calls for a business relating to account inquiries, customer complaints and/or support issues.

Acsentria Incorporated

Innovative Outsourcing Guaranteed Solutions

Acsentria building, Km. 6, JP Laurel Avenue, Bajada, Davao City

Recruitment Officer

November 8, 2012 – January 15, 2014

- Performs recruitment functions of the Human Resources Department through effective sourcing, selection, and placement in order to deliver manpower requirements within expected timeframe and ensure that employee competency levels are at par with the Organization’s needs.

Participates in the implementation of sourcing activities.

Aids in conceptualizing recruitment collaterals (banners, streamers, leaflets, posters, etc.) that will be used to boost recruitment activities.

Evaluates current hiring/sourcing processes and think of innovative ways to better yield results.

Updates job postings both in company website and other online recruitment facilities.

Schedules applicants for interviews and examinations.

Test checking and interpretation of results.

Performs Resume/Telephone Screening and Interviews.

Screens/Interviews applicants for voice and non-voice campaigns including applicants for back-office positions.

Recommends and endorses potential candidates for interview by the requesting department.

Maintains updated talent bank of short-listed applicants for various campaigns and back office requirements.

Conducting Company Orientation for all newly hired personnel (Back office and operations)

Maintain weekly recruitment tracking and manpower complement report.

Mindanao Shoppers Daily Destination

(SM Lanang Premier, Department Store)

Brgy. San Antonio Village, Lanang Avenue, Davao City

Human Resource Associate for Recruitment

March 1, 2012 – August 28, 2012

Monitoring of vacant positions that needs filling in; scouting for applicants from the pool of applicants – through walk-in jobseekers or online applicants from job portals recommended by the HR Supervisor.

Facilitate the communication to these applicants from information of schedule of examinations and interviews

Test administrations, Test Checking and Interpretations and Initial Interview which includes preliminary screening of applicants by virtue of their physical appearance, previous career experiences, knowledge for the job, and through Background Character Reference Check.

Updating and Maintaining employee 201 files and ORACLE HRMS.

Prepares employment contracts

Arrangement of schedule of applicants (rank and file to department officers) final interview with their respective Functional head in coordination with their point person.

Inspection and evaluation of employees’ obedience to company rules on uniforms during deployment.



Project Coordinator

Techstyle Fashion Group


O: +1-301-***-**** Ext. 1376


Team Supervisor

Offsourcing Philippines

c/o 092*-***-****


Media Data Analyst

Team Leader

Offsourcing Philippines

c/o 092*-***-****


Human Resource Manager

Acsentria Incorporated

Km6 JP Laurel Avenue, Bajada, Davao City

c/o 221-7254

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