Manager Customer Service
Resume:
CV_ASLagnada_******_c
August ****
Dear Sir/Madam:
I am a graduate of Bachelor of Science in Clinical Psychology at the Polytechnic University of the Philippines batch 1997. Since I entered college, I had several work experiences that contributed to my competencies. Most of these experience, I dealt with people in different levels and age brackets. To further develop my competencies, I am currently taking up my Masters in Industrial/Organization Psychology in the same university. As a staff with your organization, I would bring quality on the tasks that will be assigned to me. Furthermore, I will work well with others that may contribute to a better working relationship.
I combined leader-manager style to mobilize individuals with talents and motivating & coordinating them to produce collective results that the organization will appreciate and benefit with the efforts of all the staff. I always make sure that results will be at hand before deadlines given by my superiors. One that inspires me is the people who know how to manage their time and goal- oriented. With the vast change of time, high demands of the consumers and organization itself, these people are needed in this field. I can speak to myself as an experience as well as my attitude towards a given task. I always make sure that deadlines are met, as well as things are in place. If given the chance to work with these kind of individuals, it is my pleasure because I may able to share commonality with them in terms of work-related issues. I hereby enclosed my resume as a first step in exploring the possibilities with your company.
ANTONINO S. LAGNADA III
Applicant
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ANTONINO SORIANO LAGNADA III
717 Capricorn Street, Group 7, Zone 12, Pembo, 1218 Makati City, NCR, Philippines
Contact numbers: +63-939-***-**** / +632-***-****
Email: acv72v@r.postjobfree.com
Skype: tonilagnada0929
CAREER OBJECTIVE
To secure a position where my existing skills in Human Resources especially in the areas of Training and Organization Development can be utilized by a progressive and innovative company.
WORK EXPERIENCE
ENCHANTED KINGDOM, INC.
San Lorenzo South, Sta. Rosa Laguna
The first world class theme park in the Philippines; member of the International Association of Amusement Parks and Attractions (IAAPA).
ORGANIZATION DEVELOPMENT & CORPORATE PLANNING HEAD 05 July 2016 – Present
Reporting to the Chief Operating Officer in the following areas:
Organizational Assessment
Culture Management
Change Management
Leadership Management
Team Development
Corporate Planning, Monitoring and Evaluation
Participated/spearheaded the following projects:
Proposed the following studies/OD programs:
2016 Climate Survey
Management Development Program
EYE SOCIETY, INC.
Mirax Bldg., Chino Roces Avenue Extension, Makati City. A Retail Company that caters for eye wellness and optical shops – Vision Express and Eye Society/Eye Nation
MANAGER FOR HUMAN RESOURCES
27 April 2015 – 05 July 2016
Reporting to the Vice President/Owner in the following areas:
Recruitment
Timekeeping
Company and Government Initiated Benefits
Records Management
Employee Relations
Events Management
Employee Counselling and Guidance
Training and Development
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Participated/spearheaded the following projects:
Replenished needed store operation manpower compliment from 90 days to 45 days.
Updated government-mandated benefits of employees.
Proposed, approved and implemented new optometrist salary structure.
Proposed and implemented the store operations schedule.
Proposed and approved in-store employee discount benefit across organization.
Approved store operation uniforms for implementation.
Established the Internship program for Optometrist with MCU.
Created and implemented the ESI Sales Training 2.0 Workshop GLOBAL-ESTATE RESORTS, INC.
Renaissance Tower, Meralco Avenue, Pasig City.
A subsidiary of Megaworld Corporation and the leading tourism-estate developer in the Philippines.
ORGANIZATION DEVELOPMENT AND TRAINING MANAGER
03 September 2012 – 25 April 2015 (Full Time)
Reporting to the Vice President for Human Resources in the following areas:
Organization Development
Staff Development & Training
Internship Recruitment and Placement
Participated/spearheaded the following projects:
Co-creator of Global-Estate Center of Excellence.
Conducted series of training programs based on the approved learning matrix
Facilitated the Disaster Preparedness and Awareness across organization in coordination with the Office of the Civil Defense
Coordinated the Construction Occupational Safety and Health (COSH) with Contract, Procurement and Project Management Division
Conducted Teambuilding and Values Alignment Workshop for Fairways & Bluewater Golf, Resort and Country Club Manila Office, Canyon Cove, Batangas
Coached/Consulted Department Heads in the Work Instruction Creation
Submitted to Management the 2014 Attrition Study and ASEAN integration study WIDUS INTERNATIONAL LEISURE, INC. (WIDUS HOTEL AND CASINO) MA Roxas Avenue, Clark Freeport Zone, Pampanga
A 100% foreign owned corporation and operates a hotel-resort-casino complex right in the middle of Clark Freeport Zone’s commercial area.
TRAINING MANAGER
16 September 2010 - 27 August 2012 (Full time)
Reporting to the Human Resource Director in the following areas:
Organization Development
Training and Development
Internship Recruitment and Placement
Participated/spearheaded the following projects:
Revised and implemented the Performance Management System (Balanced Scorecard Interim)
Cascaded VMV Workshop across organization
Headed the VMV Training Committee
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Co-authored the Vision, Mission and Values of Widus International Leisure, Inc., Taal Vista Hotel, Tagaytay City
Revised the Employees Handbook, including the Code of Discipline
Consulted, reviewed and implemented the department manual project
Coached/Consulted Department Heads in the department manual creation/modification
Created and implemented OJT Evaluation for the Korean Guest Service Associate
Headed the OJT Program of Widus Hotel and Casino
Created and conducted series of Training Program for Employees and Managers based on the training curriculum
Conducted the Skills Analysis Assessment – Organization Wide for the creation of the Training Curriculum of the Organization
Created of Infomercial of Promos and Events for Casino Widus
Spearheaded the Customer Care Campaign “We Care Beyond Compare” MFG MANILLE, INC.
Ortigas Building, Ortigas Center, Pasig City
A family enterprise which is the exclusive franchise in the Philippines of the world renowned fashion brand Marithé + François Girbaud
HRD SUPERVISOR
11 September 2007 – 11 September 2010 (Full Time)
Reporting to the Vice President – General Manager in the following areas:
Staff Development and Training
Planning and Policy Development
Recruitment and Placement
Participated/spearheaded the following projects:
Revised and implemented the job description of Cashiers and Back up Cashiers for Retail Operations
Created and cascaded Fundamental Management Course and Training the Trainers Workshop for Officer and Supervisor Level of the Organization
Created and cascaded the Fashion Tips for Retail Operation Staff in cooperation with Merchandising Department
Created and cascaded the Creative Selling and Customer Care Workshop for Retail Operations
Created and implemented the Training Orientation for Partners in Sales - Cashiering Module as part of the multi-skilling for store operations
Created and implemented the OJT guidelines
Conducted series of Product Knowledge for all Store Operations Associates
Created the proposed HRD organization chart
Created and distributed a Product Orientation Portfolio to all retail stores CV_ASLagnada_081616_c
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ST. LUKE'S MEDICAL CENTER
E Rodriguez Avenue, Quezon City
A renowned medical center in the country that offers state of the art facilities in the healthcare industry and the first in the Philippines and second in Asia to be accredited by the Joint Commission International Accreditation (JCIA).
TRAINER - CORPORATE AND MANAGEMENT TRAINING SECTION 24 April 2006 - 20 August 2007 (Full time)
Reporting to the Manager for Corporate & Management Training Section in the following areas:
Staff Development & Training
Participated/spearheaded the following projects:
Co-proposed the “Proudly SLMC Campaign Virtual Bulletin Board” &” What’s Hot in SLMC?”,
Co-spearheaded the HMO/ SSS Orientation and Livelihood & Financial Management Program for Early Retirement Program in partner with Employee and Labor Relations Department as part of the Total Quality Work Life (TQWL)
Spearheaded the Teambuilding session for Rheumatology Section, Department of Medicine
Proposed the Induction to St. Luke’s Family Level 2 & Customer Care Officers Program,
Created the Training Track for DAS, SMCAD, RBD & CAD
Participated as a resource speaker on Culture Management and Corporate Values for Staff Effectiveness Programs and Induction to St. Luke’s Family
Conducted series of Corporate Values Workshop
Conducted series of Customer Service and Culture Building Workshop for Communication Center Department, In-house Security, Wellness Center and Information & Concierge Department
Created and conducted “The Art of Confidence-Building Rapport” to MRMD Chart Auditors, RED RIBBON BAKESHOP, INC.
E. Rodriguez Jr. Avenue, Bagumbayan, Libis, Quezon City A 100% Filipino-owned Food Industry that caters food such as cakes and short orders with more than 80 branches in the Philippines and more than 15 branches in the U.S. TRAINING SPECIALIST (TRAINING ASSISTANT 3)
1 September 2000 – 12 April 2006 (Full Time)
Reporting to Training Manager in the following areas:
Staff Development & Training
Participated/spearheaded the following projects:
Conducted Product Demonstration for all branches, Red Ribbon Bakeshop, Inc
Created/revised the Handbook for Crew Training Program
Participated in the Store Training Audit
Conducted On-site Branch Equipment Training Program
Recalibrated Training Stores for the Crew Training Program
Participated in the Training the Trainers Enhancement Program for In-store Trainers
Participated in the creation of In-store Crew Training Program
Conducted the Classroom based In-store Crew Training Program CV_ASLagnada_081616_c
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DIGITAL TELECOMMUNICATIONS PHILIPPINES INC. - LOCAL EXCHANGE CARRIER (LEC) URC Compound, E Rodriguez Jr. Avenue, Bagumbayan, Libis, Quezon City Telecommunication Company under JG Summit that offers fixed line telephone and other telecommunication services that covers the whole Luzon except Metro Manila. CUSTOMER CENTER SUPPORT - TASKFORCE CUSTOMER SERVICE SPECIALIST (JOB GRADE LEVEL: 4.1) 01 July 1998 - 31 March 2000 (Full Time)
Reporting to Customer Center Support Manager in the following areas:
Customer Center Operations
Staff Development and Training
Participated/spearheaded the following projects:
Headed the centralization of Fault Management System to Meycauayan and Libis Call Centers
Participated on the collapsing of Customer Centers Luzon wide for Bayad Centers affiliation
Created and implemented the Customer Centers Modified Queuing System
Headed the feasibility study and competitive analysis of telecommunication companies in Laguna Province
ATENEO - CENTER FOR CONTINUING EDUCATION
HV Dela Costa St., Salcedo Village, Makati City
Branch of Ateneo de Manila University - Graduate School of Business that provides short courses and Leadership and Management Development programs to the public as well as to Multinational companies.
TRAINING ASSISTANT
May - November, 1997 (Full Time)
Reporting to Training Coordinator in the following areas:
Training and Development Operations
OTHER WORK-RELATED EXPERIENCES:
EXTRAORDINARY DEVELOPMENT CORPORATION - SALES BUSINESS GROUP 5 Buendia Avenue, Makati City
A stable real estate firm that offers socialized and high end housing projects SALES SUPERVISOR (JOB GRADE LEVEL: SS3)
01 April - 31 August 2000 (Full Time)
PHILIPPINE GLOBAL COMMUNICATIONS, INC.
Paseo De Roxas, Makati City
Telecommunications Company specializes in voice and fax services, internet services, prepaid phone cards and other related activities.
CARD CUSTOMER SERVICE STAFF
November, 1997 - March 1998 (Full Time)
UNIVERSITY OF THE EAST RAMON MAGSAYSAY MEMORIAL MEDICAL CENTER – DEPARTMENT OF PSYCHIATRY
Aurora Boulevard, Quezon City
A renowned Medical Center; non-stock, non-profit foundation and a memorial to President Ramon Magsaysay
CLINICAL PSYCHOLOGY INTERN
October 1996 – March 1997 (Internship)
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PHILIPPINE COUNCIL FOR ADVANCED SCIENCE AND TECHNOLOGY RESEARCH AND DEVELOPMENT
- DEPARTMENT OF SCIENCE AND TECHNOLOGY
DOST Compound, Bicutan, Taguig City
Government agency that awards Master and Doctoral degree scholarships and sponsors research grants.
GOVERNMENT INTERNSHIP PROGRAM- TRAINEE
April - June, 1994 (Internship)
POISE LIMITED, INCORPORATED
Quezon City
Advertising company specializes on fashion shows and print-ad modeling. MARKETING ASSISTANT
September - October, 1993 (Part Time)
PHILIPPINE SURVEY AND RESEARCH CENTER, INCORPORATED Highway Hills, Mandaluyong City.
Feasibility studies and market research firm specializes in consumer products and services. EXECUTIVE FIELD RESEARCHER
November, 1992 - May, 1993 (Full Time)
SKILLS PROFILE
TRAINING AND ORGANIZATION DEVELOPMENT
Training Needs Analysis (TNA).
Climate Survey
Gap Analysis
Training and Organization program development, implementation and evaluation. PSYCHOMETRICS
Administration of psychological tests, interpretation and evaluation.
Recommendation for rehabilitation.
COMPUTER SKILLS
MS Office Applications such as: MS Word MS PowerPoint MS Excel MS Publisher MS Visio
Integrated Customer Management System
Adobe PageMaker ver. 6.5 & 7.0
Internet Browsing
Web Design
CUSTOMER RELATIONS AND MANAGEMENT
Supervise Sales Executives - their quality work outputs and career outputs.
Supervise Customer Centers - its requirements, both Technical and Non-Technical aspects.
Identify customer requirements.
Match products to customer requirements.
Trouble shoots & handles customer problems and complaints. MARKETING
Advertising
Organizing/planning of sales and marketing activities.
Program sponsorships.
MARKET RESEARCH
Data collection.
Interviewing clients
COMMUNICATIONS
Versed in VHF radio communication (International ten-codes) CV_ASLagnada_081616_c
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DRIVING
Secures a Non-Professional Driver’s License (Restriction 2) OTHER ACCOMPLISHMENTS:
Resource Speaker on “How to deal with Your Boss – Social Style Approach”, Polytechnic University of the Philippines, Manila, 17 September 2013
Resource Speaker on “How to deal with Your Boss – Social Style Approach”, Mass Communication 4th Year Students, Adamson University, Manila, 7 September 2013
Participated in the 6th Round Table Conference “Facing the Challenges in the Future”, Holy Angel University, Angeles, Pampanga, 13 February 2013
Resource Speaker on “Stress Management” (Health and Wellness Week), Dusit Thani Manila, 15 April 2011
Resource Speaker on “Career Advise”, STI College EDSA Central, 14 September 2010
Resource Speaker on “Leadership 101: An Adventure of Leading a Team”, Central Colleges of the Philippines, 11 March 2010
Resource speaker on “Career Advice, De La Salle University - Dasmarinas, Province of Cavite, February 2009
Resource speaker on “Leadership and Team Building”, Polytechnic University of the Philippines - Graduate School, February 2009
Resource Speaker on “Leadership and Team Building”, Correctional Institute for Women, November 2008
Resource speaker on Quality Customer Service entitled “Customers as Butterflies and Chameleons”, PUP-Taguig Campus, 9 March 2005
Created the Sales Referral Program for Sales Executive entitled “Gusto Mong Magka- Cellphone?”, Extraordinary Development Corporation - SBG 5 June, 2000
Created the Enhanced Recruitment Program for Sales Executive, Extraordinary Development Corporation - SBG 5 May, 2000
SEMINARS, TRAINING, LECTURES ATTENDED
51st PMAP Annual Conference, Waterfront Hotel Lahug, Cebu City, 17-19 September 2014
Presentation Skills Workshop, Global-Estate Center of Excellence, Global-Estate Resorts, Inc., Eastwood Richmonde Hotel, 15 August 2014
Civility in the Workplace – OJL Consulting, Global-Estate Center of Excellence, Global-Estate Resorts, Inc., Eastwood Richmonde Hotel, 17 July 2014
Executive Presence Program – OJL Consulting, Global-Estate Resorts, Inc., Richmonde Hotel Ortigas, 27-28 June 2014
Values Driven Leadership, Global-Estate Resorts, Inc. 17 March 2014
Construction Occupational Safety and Health – Synerquest Management, Global-Estate Resorts, Inc., 9-12 July 2013.
Dynamics of the Fundamentals of Project Management - MMLDC Foundation, Inc., Global- Estate Resorts, Inc., 03-04 September 2012
Know your Money and Counterfeit Detection - Bangko Sentral ng Pilipinas, Widus International Leisure, Inc., 18 September 2011
1st Central Luzon Industry Forum - TESDA, Hotel Stotsenberg, CFZ Pampanga, 31 August 2011
August Tipanan - WLP Intelligence: Key to Business Success, Philippine Society for Training and Development, Vista Center for Professional Development, WCC, Mandaluyong City, 25 August 2011
Balanced Scorecard Intensive Program, ICMA, Oakwood Premiere Joy Nostalg Center, Manila, Pasig City, 10-11 August 2011
Learning Session Module 10: Successful Supervision, Pampanga Chambers of Commerce and Industry, Inc. King’s Royal Hotel & Leisure Park, City of San Fernando, Pampanga, 29 October 2010.
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Learning Session on Conducting Administrative Investigation and Dismissal of Employees, PMAP Pampanga Chapter, Max’s Restaurant, Dau, Mabalacat Pampanga, 8 October 2010.
Seminar on Values and Work Excellence - Alpha Consultancy Services, MFG Manille, Inc., 5 June 2010
Caring for Special Customers, SM Program on Disability Affairs, SMX Convention Center, 12 April 2010
Debit Card Orientation, MFG Manille, Inc. and Mega link & Banc net, Inc., 28 February 2010
Shoplifting Workshop, MFG Manille, Inc. and Vortex Guardia Security, Inc., 15 July 2009
Credit Card Fraud Prevention, MFG Manille, Inc. and Bunco De Oro Card Acquisition Group, August 2008
People Management Toolbox: Coaching, Counseling & Disciplining, St. Luke’s Medical Center, February 2007
Operation Planning Program, St. Luke’s Medical Center, July 2006
JCIA Re-Accreditation Preparedness Program, May 2006
Total Quality Management, St. Luke’s Medical Center, May 2006
Induction To St. Luke’s Family, St. Luke’s Medical Center, April 2006
Basic Rotary Information, Rotary Academy District 3830, Makati City Hall, November 2005
Best Fit Selection, Red Ribbon Bakeshop, Inc., February 2005
Performance Management System, Red Ribbon Bakeshop, Inc., February 2005
New Generation Conference 2004, Rotary Club District 3830, Makati City, 11 September 2004
District Rotaract-Interact Assembly, Rotary Club District 3830, Makati City, 31 July 2004
Branch Management Training Program 1, Red Ribbon Bakeshop, Inc., 31 May – 18 June 2004
Food Hygiene & Safety Seminar, USA Poultry & Egg Export Council, EDSA Shangri-La Hotel, 17- 18 September 2003
Enhancing Management Skills, Red Ribbon Foods Corporation, 3-5 July 2003
Training the Trainers Program, Red Ribbon Foods Corporation, 28-29 September 2001
Effective Presentation Skills, Red Ribbon Bakeshop, Inc., 15 March 2001
Training Design and Development – Trainer’s Training Program, Red Ribbon Bakeshop, Inc., 8- 9 December 2000
Crew Training Program, Red Ribbon Bakeshop, Inc., 5-18 September 2000
Training Orientation for Partners in Sales, Extraordinary Development Corporation – SBG 5, 1-8 April, 2000
BA Training the Trainers on ICMS v3.13, Digital Telecommunications, Phils., Inc., 6-9 July, 1999
Fault Management System, Digital Telecommunications Phils., Inc.,19-23 April 1999 ACADEMIC BACKGROUND
Graduate Studies
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES, Sta. Mesa, Manila 2007-Present Anticipating Master in Industrial / Organization Psychology
(Academic Units completed; for Thesis completion and defense) List of Achievements:
Handled the Social Events Director Post, Psychology Society – PUPGS from 2007-2009
Authored and implemented the Constitution and By Laws of Psychology Society - PUPGS Tertiary
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES, Sta. Mesa, Manila. 1992-1997 Bachelor of Science in Clinical Psychology
List of Achievements:
Consistent Scholar, Bigay Pagmamahal Foundation, Inc., City of Makati.
College scholar for 2 semesters
College of Arts Award of Recognition for being one of the Finalists in the Leadership and Achievement Award in the PUP Honors Society Recognition Day CV_ASLagnada_081616_c
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Secondary
FORT BONIFACIO HIGH SCHOOL, Makati City. 1988-1992 1st Year to 4th Year
Primary
FORT ANDRES BONIFACIO ELEMENTARY SCHOOL, Makati City 1983-1988 Grades III to VI
CHILDREN’S VILLAGE EDUCATIONAL CENTRE, Murphy, Quezon City 1981-1983 Grades I and II
OTHER ACTIVITIES
LANGUAGE / DIALECTS
Fluent in English and Filipino.
EXTRA-CURRICULAR ACTIVITIES
Member of an HR Organization
Former officer of the Master in Psychology Society.
Charter Member and former Club Director of Rotary Club of Paranaque Southeast
Co-founder of a Rotaract club affiliated with RC Paranaque-Lakambini
Writer/contributor to company's newsletter
Active member of a church choir.
Current Education Committee Head for the Liturgical Music Group of Greenbelt Chapel
Co-adviser of a radio communication civic group.
Teaches basic and advance swimming.
Member of a Catholic Community
Former member of the P. A. Dependents Swimming Team. HOBBIES
Sports Enthusiast such as Bowling, Badminton, Volleyball & Swimming
Singing, composing songs, scripts and poems
Reading books and magazines
Cooking
Sketching
Dancing
ORGANIZATIONS, AFFILIATIONS
Psychology Society, PUP Graduate School June 2007 - Present
Rotary Club of Paranaque Southeast District 3830 June 2005 - Present
Diversified Men Rotaract-Responsible to Others May 2003- July 2005
Hymno Choir, Resident Choir of the Divine Mercy Shrine, Mandaluyong City & Sto. Nino De Paz, Greenbelt Makati, September 2001-Present
Himig Pag- ibig Chorale, Greenbelt Chapel June, 1997-June 2001
PUP Alumni Association March, 1997- Present
PUP Psychological Alumni Association March, 1997 – Present
CFC – Singles for Christ West 1 Chapter December, 1995 – Present
Kabalikat Mediacom, Inc. – Makati Central May, 1995 - Present
Sharkeys Swimming Club 1992 – Present
People Management Association of the Philippines (Individual Member), November 2015 – Present
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PERSONAL INFORMATION
Birthday : 29 September 1975
Birthplace : Quezon City
Civil Status : Single
SSS # : 33-3071633-3
Tax Identification # : 158-396-976
HDMF # : 109*-****-****
PhilHealth # : 19-083623731-8
Driver’s License # : N02-98-384348
Philippine Passport # : EB2242287
CHARACTER REFERENCES
MS. CATHERINE D. MARCELO
Vice President for Corporate Services
Global-Estate Resorts, Inc., Renaissance Tower,
Meralco Avenue, Pasig City.
acv72v@r.postjobfree.com
MS. ADETTE SIRA - MAGANA
Fmr. Section Manager - Corporate & Management
Training Section, Training Department,
St. Luke’s Medical Center, Quezon City.
acv72v@r.postjobfree.com
MS. ELIZABETH B. INDIONGCO
Fmr. Director - Human Resources
Widus International Leisure Inc., Clark Freeport Zone, Pampanga
+63-927-***-****/+63-918-***-****
acv72v@r.postjobfree.com
MR. RONALD DE DIOS
Fmr. Manager - Productivity and Organization,
Makati Medical Center, Makati City
acv72v@r.postjobfree.com
MR. JOSELITO G. NERA
Managing Director - SH!NE-JGNera Training
Consultants
acv72v@r.postjobfree.com
MS. TWINKLE ALVEZ-RODRIGUEZ
Fmr. Training Partner for SMA Courses,
Jollibee Worldwide Services, Ortigas Center, Pasig City
acv72v@r.postjobfree.com/
acv72v@r.postjobfree.com
MS. ETHEL ANN PORTILLO
HR Officer
MFG Manille Inc., Ortigas Center, Pasig City.
acv72v@r.postjobfree.com
MS. BAMBIE PICAZO
Fmr. Business Development Head
De La Salle University Alumni Association, Taft
Avenue, Manila
acv72v@r.postjobfree.com
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