Customer Service Technical Support

DIVINA DIANNE REAL BAUTISTA

Recruiter Academy Certified Recruiter (Lean Human Capital)

093*-******* / *******@*****.***

https://www.linkedin.com/pub/din-real-bautista/34/883/b28

Tower D, Unit 3305 Jupiter St., Nicanor Garcia, Makati, Metro Manila

PROFESSIONAL SUMMARY

A Recruitment Specialist and Career Consultant with 9 years of solid IT/BPO

background highlighting 4 years of full life cycle recruitment experience

and 2 years of leading a technical recruitment team.

Expertise in hiring Project Managers, Business Analysts, Software

Developers, and other IT/Non-IT related positions to address clients' needs

and requirements with skill sets including but not limited to ITIL, SDLC,

Java, .NET, Data Model, SAP, Business Intelligence, Financial, Reporting,

Infrastructure, Network among others.

Adept at using Boolean method for diffrent job boards (Monster, Dice,

Career Builder) and social media network (Twitter, LinkedIn, Google) in

sourcing the right candidate for the job. Used Taleo as an ATS and MS Excel

for database.

A Leader with passion in driving excellence and developing growth in the

team. Equipped with strong multi-tasking, organizational, interpersonal,

and communication skills.

TECHNICAL AND RECRUITMENT SKILLS

MS Office Suite (Word, Excel, PowerPoint), Taleo, GoogleApps, Boolean,

Social Networking, Rate Negotiation, Vendor Management, IT Recruitment,

Screening, Training, Employee Relations

PROFESSIONAL EXPERIENCE

May 2011 - Present

Stefanini Philippines (Previously RCG Global Services - Acquired in 2013),

Makati City

Positions Held:

October 2013 - Present

Team Lead

***Team of the Quarter for the period of April to June 2014 and July to

September 2014***

Leads a team of 4 Recruiters handling various clients for top-notch

companies in the US - Auditing Firm, Financial Services, Food Manufacturing

among others.

Trains for different non-IT and IT positions related to the requirements

being worked on. Conducted an SDLC Training for the whole group to have a

better understanding on how it works.

Initiated the move to use Twitter as a sourcing tool in addition to the

given resources such as Monster, Dice, LinkedIn

Educates team members about Vendor Management System (VMS), and teaches

them to access and navigate different ASPs.

Works closely with team members, monitor and evaluate their performance on

a daily basis. Prepares team report and cascade it in a timely manner so

recruiters will be made aware of their standing in terms of goals and

actual numbers

Assigns requirements to the whole team, reviews submittals, prepares

candidates for interviews, closes a hire, negotiates if needed

Communicates to various Account Executives to provide feedback on the

requirements assigned to the team and to ask for feedback regarding the

candidates' application status.

Responsible for internal communication and being a focal point of

information dissemination to the local business unit

Identifies areas of improvement of the team members and work with the upper

management to recommend process improvement for the whole group.

Represents the VMS group in company-wide initiatives for Employee Relations

Drive

May 2011 - October 2013

Senior Technical Recruiter

***Recruiter of the Month for December 2011, July 2012, June 2013, and

August 2013; and Recruiter of the Quarter for the period July to September

2012.

Effectively performed a full cycle recruitment process: direct sourcing and

research by cold calling, networking, name generation, database mining, and

follow up on referrals and sourcing candidates region wide, spanning

multiple skill bases.

Reviewed all technical/non-technical requirements assigned to the team.

Researched about the job position and its requirements.

Sourced candidates using job search engines like Monster and Dice as well

as LinkedIn and other networking sites.

Conducted initial phone screening of candidates for availability, interest

level, visa status, salary range, relocation needs and basic qualifications

in respect to open and future requirements.

March 2011 - May 2011

Employment Gap

Took an almost 3 month break to prepare for a career change.

March 2008 - February 2011

[24]7 Inc., Makati City

Technical Support Representative

Account: Time Warner Cable

Provided technical support concerning Internet connectivity and Internet

related computer applications to the end-users of a US-based Internet

Service Provider.

Gave quality customer service to the customers by following compliance and

call guidelines

Acted as Team OIC - supervises team adherence to break schedules, updated

metrics, and coordinated with other support departments as needed.

Participated in the Team Leader Apprenticeship program: A one month

training about the duties and responsibilities of a Team Leader. Trained

under a tenured team leader on how to perform day to day supervisory duties

including stats management, updating metrics, coaching and call evaluation.

August 2006 - February 2008

Stream Global Services, Makati City

Technical Support Representative

Account: America Online (AOL)

Skilled to provide technical support to Apple computers regarding Internet

connectivity, Internet related computer applications and basic

troubleshooting to Macintosh desktop and portable systems to the end-users

of a US-based Internet Service Provider.

Gave quality customer service to the customers by following compliance and

call guidelines

Acted as Team OIC - supervises team adherence to break schedules, updated

metrics, and coordinated with other support departments as needed.

EDUCATION

Bachelor of Arts Major in Political Science, University of Santo Tomas,

Manila, 2002 -2006

CERTIFICATION

Recruiter Academy Certified Recruiter (Lean Human Capital), January 2015

training.leanhumancapital.com

REFERENCES

(Further details to be given upon request)

John Yder - VMS Manager, Stefanini Philippines

Catherine Lintan - Senior Team Lead, Stefanini Philippines

Anna Lalaine Junsay - Unit/Project Coordinator, Stefanini Philippines

You can call me Din. Available for a phone interview from Monday to Friday

between 7-11am and 7-9pm and give me at least a day notice for onsite. I

will respond either thru call/sms or email.

Contact this candidate