Mandarin Cantonese Support, TL, IT Helpdesk

Elena D. SiocoEsperanza St., Don Pedro Subdivision, Valenzuela City,Telephone: 0922 – 8977116 Objective: Seeking a fulfilling position in a professional environment that offers growth & learning opportunities and allows me to utilize my skills and experience.SUMMARY : More than 5 years experience in Customer Service. More than 4 years work experience in human resource, specifically in recruitment, sourcing and background verification. Insurance claims administrator Bilingual Technical Support and QA – China/Taiwan/Hongkong Team management and training. Experienced working with diversed group and multi-culture environment Language competencies: fluent in Mandarin, English, Cantonese, Hokkien and Tagalog, Translation/Interpretation English to Mandarin and vise versa Educational Background:Primary & Secondary: Philippine Cultural High School (桥中)College: University of Santo Tomas / Course: Asian Studies

eMerchant Asia Inc. Mandarin/Cantonese CS Team LeadOctober 2014 - June 2018 Main Responsibilities : Acting as an eZeeCard product expert, by displaying in-depth knowledge about theproducts and procedures. Sourcing, coordinating with partner recruiters for suitable candidates. Interviewing, assessing candidates, and approving as well. Training, assessing and evaluating the new hires about products, before getting themonto the floor. Organize staffing and shifts. Attendance reporting every 10th and 25th of the month. Orient newly assigned members and establish team mentor/buddies. Identify performance gaps and prepare action plans to effectively coaching andimprovement during the one-on-one feedback session. Responsible for call monitoring and recording for all agents and not limited to the dailyemails with direct contact to customers regarding products and services. Provide one and one coaching as needed. Plan and conduct team meetings that share information, calibrate knowledge andperformance, motivate agents to learn and excel. Review and distribute procedures changes and updates in a timely manner. Ensure thatthe team understands the changes that are aligned with the company’s goals andobjectives. Identify and articulate reporting requirements which include targets, specific data andanticipated outcomes. Drive team work and team performance.Allegis Global SolutionsAMEX - Mandarin/Cantonese Sourcing Specialist 2014 - February - September Main Responsibilities : Analyzed and communicated to client and peer’s recruitment trends, results and insights(business unit, client and external market) to drive future recruitment activity, improvecompliance and reduce risk. Monitored and measured existing channel effectiveness and optimize existing channelsvia assessment and refining of current strategy. Identified potential new sourcingopportunities to achieve more cost effective and innovative ways of reaching candidates. Implemented the sourcing strategy for each search, and source candidates for externaljob searches from networks, associations, approved websites, direct sources, the client’sdatabase and employee referrals Verification of new hires’ background. Ensured accurate and up to date information is recorded on the Recruitment ManagementSystem profile and has been moved through appropriate work-flow activity stages. Utilized and maintained all records in the clients’ database following the protocols andprocesses outlined by the client.

Xerox Business ServicesJnJ - Cantonese Technical Service Analyst 2012 - 2014 Main Responsibilities : Analysis and implementation of solutions to fulfill business unit requirements. Acts as technical liaison with user groups and other IT partners for systems support andimplementation. Providing an effective interface among users. Performs analyzing, diagnosing of hardware technologies and associated problems. Guiding and trouble-shooting of technical issues and concerns of Hong Kong Johnson &Johnsons corporate users, hardware or software issues. Feedback users’ comments to Supervisor for service and delivery improvement.Teletech Multilingual Technical Support - Logitech2010 – 2012 Main Responsibilities : Providing technical support to end-users for our products: mouse, keyboards, webcam,game pads, etc. for Taiwan, China and Hong Kong. Guiding end-users in the using of our website and product searching. Assisting and guiding users in installing and how to use our software. Providinginformation on Software versions and how to upgrade them. Walked users through the installation and troubleshooting of whatever issues they mightbe having in the use of our products. Assist in the calibration of calls for QA purposes. Translation of surveys from Chinese to English.IBM - HR Services Mandarin On/Off Boarding Coordinator 2009 – 2010 Main Responsibilities : Responsible for the On-boarding and Off-boarding and other HR Related functions ofIBM Subcontractors in the Asia Pacific Region. Raising items requested by the hiring managers of these On/Off-boarding subcontractorslike: Laptop, Badge ID, Workstation, Telephone, Claim Record, Notes ID, Intranet, andRemote Access. Providing answers through email on their queries, updating them the status of theirrequests through email and chat.

RR DonnellyMandarin/Cantonese Claims Administrator2008 - 2009 Main Responsibilities : Analyzing and evaluating claims submitted by client based on documentations. Processed payments and charges to enter in our financial system. Coordinating with clients for product and process concerns. Coordinating with in-country specialists for product concerns and inquiries. Conducting call outs for claim related information. Checking and examining all needed requirements have been submitted, evaluating theirauthenticity before payment processing. Analysis of ageing claims, stale claims, and related projects.