Zhiella Turingan-de Jesus

Zinnia Towers, **** EDSA, Balintawak, Quezon City, Metro Manila, 1106 091******** ac8pxz@r.postjobfree.com Key Skills and Competencies

· Ability to multitask and work under pressure

· Ability to interact and communicate at all levels of an organization with efficiency and resourcefulness

· Excellent typing and communication skills

· Experience in using Microsoft Office Suite including Outlook, Word and Excel, Event Coordination Experience

EXECUTIVE ASSISTANT TO THE VP OF OPERATIONS SYKES AUGUST 2015 – OCTOBER 2018 Staff Functions:

· Run the day-to-day administration requirements for the whole business unit, within acceptable service level.

· Processing of invoices, expense forms, reimbursements and liquidation requests.

· Handle special projects (audits & account initiatives), and logistics set up (events and client visits), that are required by the Operations Directors and Senior Management team.

· Coordinating conferences, events, and travel arrangements.

· Recording, transcribing and distributing the minutes of meetings.

· Providing general administrative support to Senior Executives.

· Create and maintain necessary database for information for day to day activities. Decision Making Functions:

· Give recommendations to Management Team on certain business matters related to general administration, which improves process effectiveness and cost efficiencies.

· Participate in the Strategic Planning process of the business unit, and accurately note minutes of the meeting to track completion of each action item.

Image Building Functions:

· Create an impact to other departments by constantly communicating with them on behalf of the Business Unit.

· Suggest and promote various initiatives and programs to ensure compliance with strategic balance score card requirements.

SUPERVISOR, TRAINING & QUALITY SYKES MAY 16, 2014 – AUGUST 2015 Training & Quality:

· Manage 3 Trainers, 7 Quality Coordinators, 1 English Coach and 1 LEAP Champion

· Manage all training classes: New hire, upskill or refreshers trainings.

· Coordinate and schedule all production requests for trainings and accesses.

· Manage Support Team assignment, scheduling and plotting of training venues.

· Lead Quality Call Calibrations to identify opportunities and properly execute Training and Coaching Plans.

· Create Performance Appraisals for the Support Team.

· Create incentive documents for any new rollouts.

· Attend, and at times, lead client calls based on need.

· Coordinate with Admin, Facilities, IT and other support groups to support business needs.

· Main Account POC for Training Room reservation.

· Main Account POC for Leadership Training coordination with Training & Development.

· Maintain locker assignments for the trainees.

HR and Recruitment:

· Account POC for Recruitment in pooling for headcount.

· Lead interview for Training and Quality personnel hiring.

· Closely coordinate with HR in drafting/serving Coaching Logs and Disciplinary Action Memos for agents under training and attends admin hearings to represent Training Team.

· Oversee compliance in Company Requirements and closely coordinates with Compliance and Sourcing Teams.

· Attend recruitment activities to gather more applicants. AGENT TRAINER, TECHNICAL / LEAD TRAINER SYKES OCTOBER 22, 2010 – MAY 15, 2014 Training:

· Manage 12 trainers who facilitate training classes with various LOBs.

· Manage all training classes: New hire, upskill or refreshers trainings.

· Coordinate and schedule all production requests for trainings and accesses.

· Manage trainer assignment, scheduling and plotting of training venues.

· Create Performance Appraisals for trainers.

· Send consolidated reports to all on-shore managers and directors.

· Attend, and at times, lead client calls based on need.

· Draft commission grid for the Training Team.

· Coordinate with Admin, Facilities, IT and other support groups to support business needs.

· Main Account POC for Training Room reservation.

· Main Account POC for Leadership Training coordination with Training & Development.

· Maintain locker assignments for the trainees.

HR and Recruitment:

· Lead Weekly Account Recruitment Call.

· Account POC for Recruitment in pooling for headcount.

· Lead interview for Training and Quality personnel hiring.

· Closely coordinate with HR in drafting/serving Coaching Logs and Disciplinary Action Memos for agents under training and attends admin hearings to represent Training Team.

· Oversee compliance in Company Requirements and closely coordinates with Compliance and Sourcing Teams, and attends HR hearing based on background check results.

· Attend recruitment activities to gather more applicants. Product Trainer SYKES June 1, 2005 - October 21, 2010 Customer Service Representative SYKES September 20 - May 30, 2005 Page 2

Level 1 Customer Service and Inbound Telemarketer (English) SYKES June 1-September 19, 2004

Level 1 Customer Service and Sales Representative Support(English) SYKES September 15, 2003

- May 31, 2004

Education

BACHELOR OF SCIENCE IN PHYSICAL THERAPY 2003 FAR EASTERN UNIVERSITY - DR. NICANOR REYES MEDICAL FOUNDATION

· Philippine Physical and Occupational Therapy Board Examination – August 2003 License Number: 0016857

· Test of English as Foreign Language – October 11, 2004 – passed/expired

· Test of Spoken English – October 11, 2004 – passed/expired

· Foreign Credentialing Commission for Physical Therapists – accredited/expired Character References:

Erick Carcamo

VP of East Asia Operations

Arvato

ac8pxz@r.postjobfree.com

091*-*******

Edward Castro

Sr. Vice President, Country Head

AffinityX

ac8pxz@r.postjobfree.com

091*-*******

Adam Hachey

Country manager

TSA

ac8pxz@r.postjobfree.com

091*-*******

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