Customer Service Management

Melanie T. Castillo

Mobile: +63-908-***-****

Home: +63-46-489-****

Skype ID: melanietcastillo

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

LinkedIn: http://ph.linkedin.com/pub/melanie-c/24/30b/509/

oDesk: https://www.odesk.com/users/~~336e0f6234352f14

Summary:

. Over 8 years of HR and Recruitment Process Outsourcing experience (US,

Canada, UK, Europe, Philippines and Australia). Managed and trained

Recruiters.

. Proficient with full cycle recruitment from networking, job posting,

candidate sourcing, interviewing, candidate assessment/evaluation,

candidate presentation, negotiation of placement, reference/background

checking, hiring and on-boarding

. Proficient in recruiting for IT, BPO, Healthcare, Executive,

Sales/Marketing, Customer Support, Finance, Engineering roles etc.

. Very skilled in sourcing for passive and active candidates on LinkedIn,

meetup and other social media sites, major job boards, blogs, forum

groups, google boolean searching.

. Proficient with Team and Project Management, Business Process

Improvement, Planning and Development.

. Trained and managed recruitment teams.

. 8 years of experience as a trainer/teacher/facilitator - online,

classroom and one on one coaching/mentoring.

. Has compensation and benefits background and knowledgeable with the

Philippines, US and Australia labor laws.

Other Skills:

. Recruitment Process Outsourcing

. Training (both classroom lectures and online)

. Leadership/Team Management

. Organizational Development and Business Process Improvement

. HR/Recruitment Management

. Proficient with MS Office tools, Google apps, CRM and PM tools

navigation (Zoho, Highrise, Basecamp, ASANA etc) Taleo and other

candidate tracking and management systems and online collaboration

tools

. Web/internet savvy

. Client Relations/Customer Service

. Excellent English Communication Skills

. Team/Project Management

Work Experience:

Senior Recruitment Consultant / Senior Training Consultant, Aug 2010 -

Present

2dSearch / Endor Group Australia New South Wales, Australia

2dSearch is a division of Endor Group Australia. 2dSearch is a Recruitment

and HR Consultancy company based in Australia with clients all over

Australia, UK, New Zealand and some parts of Asia.

Main Responsibilities:

. Managed and trained Philippine based recruitment team members.

. Managed full cycle recruitment and company business processes

Feedback:

"An absolutely first class and professional team member. Mel has played a

huge role in our team over a 5 year period, and not only helped by

performing a range of duties, but has also both helped to refine and

improve the business processes used, and train & support other people in

these processes. Stepping down for valid reasons, with an eye on a future

plan of coming back at some stage, Mel will be missed. If this lady is

interested in a role in your team, and looks to have the skills you need at

a rate that you can pay - do not hesitate. Hire her."

-Philip Redding - Director / General Manager

NOTE: reference contact information is available upon request

Recruitment Manager/Consultant, March 20, 2009 to present

oDesk

Full details of projects can be seen here:

https://www.odesk.com/users/~~336e0f6234352f14

. Managed HR and Recruitment activities/projects of small to large

companies based in the US, UK, Europe, and Australia. These include

recruitment agencies, IT companies, Contact Centers, Healthcare

companies, Physician groups, IT Training Organizations etc.

. Trained and managed recruiters and virtual contractors based in the

Philippines, India and Australia.

ACHIEVEMENTS:

. Successfully completed over 40projects/contracts with an all time

average rating of 4.99/5 or an almost perfect feedback rating of 99.8%

from clients

. Achieved top scores in oDesk skills tests/certifications: Call Center

Skills, Accounting Principles, Telephone Etiquette Certification,

Customer Service, MS Office, English Vocabulary Test (US Version),

English Spelling test (US Version), Six Sigma Black Belt Certification,

Organizational Behavior, Help Desk Certification, Office Skills,

Creative Writing Test - Fiction (US Version), US English Basic Skills

test.

. Managed one of the largest Recruitment / Staffing Agency: Isaiah 4031

Virtual Staffing Agency

https://www.odesk.com/companies/~0185fdfa0418aed169 Successfully

managed over 294 outsourcing contracts and over 70 contractors and

maintained one of the highest oDesk agency overall average client

satisfaction feedback rating of 4.88/5 or 98%. Responsibilities

include: Client Acquisition, Main Client POC, Talent Acquisition POC,

Lead overall company operations, Managed over 70 Virtual staff and 10

office based staff

NOTE: Feedback and client reference contact information is available upon

request

Recruitment Coordinator: Global Talent Acquisition, October 2007 to

February 2010

Teletech Holdings Inc.

. Sourced candidates for the following roles: Technical Support

Associates, Customer Service Representatives, Help Desk

Associates. Massive Hiring. Target is 50 to 100 newly hired employees

a week.

. Supported the recruitment teams of the following Teletech sites:

. London Ontario, Canada

. North bay Ontario, Canada

. Uniontown, Pennsylvania

. Kalispell, Montana

. Stockton, California

. Lead and trained different teams supporting the recruitment group of US

Teletech sites

. Lead/facilitated the departments weekly calibration or conference call

with the US sites recruitment team, Hirepoint back office team, the

Director of Recruitment Process Outsourcing, managers and supervisors

etc.

ACHIEVEMENTS: Teletech Hirepoint Back Office all time awardee (October

2007 to February 2010)

. Phone interview quality evaluation - 100%

. Hiring goals - 100%

Business Teacher, February 2007 to September 2007 (Temporary Assignment)

Southville International School and Colleges

. Full time Business Teacher

ACHIEVEMENTS:

. Nominated for the National Best Faculty Award (ABE, AMA and ACLC)

. 98% Students evaluation rating

. 95% Dean's evaluation rating

Full time Faculty/Professor, September 2003 to September 2004

ABE International College of Business and Accountancy

ABE is an International school that provides relevant and globally

recognized information technology-based education and related services in

the global market.

. Full time teacher for two semesters, taught different business subjects

to college students of different levels.

. Was nominated by the school for the National best faculty award.

Leadership and Organizational Development (Team building and Conflict

Resolution) Training Facilitator,

2002 to 2003 and 2004 to 2007

Different Universities and Organizations

Education/Certifications:

2012 - Certificate IV TAE, Skillchoice Australia

2011 - Certificate III Information Technology, Skillchoice Australia

Bachelor of Science in Business Administration major in Business

Management, June 1998 to March 2002

De La Salle University - Dasmari as

. Multi awarded student leader with good academic standing.

. Dean's Lister A.Y. 2000-2001

. University Leader of the Year A.Y. 2001 - 2002

. Best Academic Organization Officer of the Year A.Y. 2001 - 2002

. Business Management Society President A.Y. 2001 - 2002 (Biggest student

organization in the University with over 1000 members, Organization was

also awarded as Best Student Organization of the Year)

Master, Business Administration (attended 3 semesters), 2005

De La Salle University - Dasmari as

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