Customer Service, Employee Relations

Tone Rose B. Valenzona

Home Address: Chocolate Hills St. - Block 13, Lot 31 Wellspring 2 Catalunan Pequeño, Davao City, 8000

Cellphone Number: 092********

Email Address: **********@*****.***

PROFESSIONAL SUMMARY

I’m a former Human Resources – Employee Relations Supervisor, with seven years of tenure in the position, who is currently studying Master of Science in Clinical Psychology in my first semester at the University of Mindanao, Davao City, Philippines.

WORK EXPERIENCE

Concentrix Services Corporation Davao City, Philippines

Human Resources - Employee Relations / Case Management Supervisor, July 2011 – September 2018

Responsible for maintaining positive work interactions among employees by helping in the resolution of workplace issues and grievances

Run regular training programs about policy changes, effective discipline management, and related matters about employee and labor relations

Ensure proper enforcement of company policies and procedures in compliance with due process and other guidelines from The Labor Code

-Timely closure of all incidents/violations reported

-Comprehensive review of all aspects presented in the cases

-Conduct administrative investigations

-Draft decisions based on objective and qualified merits on both non-terminable and terminable cases

Serve as a primary point of consultation on off boarding process of employees

-Assist supervisors and managers on the resignation, failed regularization, and termination process of employees, including review of coaching logs and other supporting documents submitted

-Prepare and send all Return to Work Order and Termination Notices

-Facilitate clearance process

Prepare reports about site’s attrition, incident reports, company violations and labor cases

-Thorough analysis and presentation of these variables and how it affects the discipline management of key stakeholders and the company as a whole

Act as a liason officer between management and employees who have labor disputes

Convergys Philippines Cebu City, Philippines

Sales Associate, September 2009 – June 2011

Provided phone customer service, which included but not limited to providing the account balance, replacement of cards, updating bank information, and adjustment of bank fees, for a financial account

Engaged clients to take advantage of optional products from the bank

TeleTech Philippines Cebu City, Philippines

Customer Service and Sales Agent, May 2008 – December 2008

Provided phone customer service, which included but not limited to answering product-specific questions, following up orders, and up selling items, for an online website of a known brand of computers and printers

Aegis PeopleSupport Inc. Cebu City, Philippines

Customer Service Representative, May 2007 – February 2008

Provided phone customer service, which included but not limited to providing the account balance, replacement of cards, updating bank information, and adjustment of bank fees, for a financial account

EDUCATION

Master of Science: Clinical Psychology present

University of Mindanao, Davao City, Philippines

Bachelor of Science: Psychology 2003 – 2007

University of San Carlos, Cebu City, Philippines

ADDITIONAL INFORMATION

Certifications: Managing Employee Concerns, GROW Feedback, STAR Feedback, Financial Management, Metrics Management, Knowledge Transfer of COPC® High Performance Management Techniques for Contact Center Professionals, Leadership Enhancement and Advancement Program (LEAP) TC Module 1, COACHcentrix

Awards and Accomplishments: Unsung Hero Award (July 2016), Top Performer (May 2013), Club O – Oustanding (1st Quarter of 2012)

Computer Skills: Proficient in Office applications, such as Microsoft Word, Microsoft Excel, Microsoft Power point and Microsoft Outlook; Web surfing

Personal Interests: Nature, Beach, Mountains, Hiking, Arts, Theatre, Movies, Music, Human Relationships

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