Manager Sales

Ma.Lilibeth Filosofo Javines

Kensington Phase * Block 5 Lot 15 Lancaster Estates Brgy.Navarro General Trias, Cavite

Mobile No.:099*-***-****

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

Work Experience:

Citibank N.A ROHQ, HR Shared Services APAC

11th Floor Citibank Square

Brgy.Bagumbayan Eastwood City Libis

1110 Quezon City, Philippines

Operations Support Analyst II with an Assistant Manager role, September 29, 2014 – March 17,2016

A Full time role handling Employee Life Cycle with specialization on Pre employment Background Screening Process for APAC and Australia

Performs duties for On boarding on pre-hire processes mainly focused on Employment Pass processing, New Hire Document Tracking, Employee File Management, New Employee Information Form Generation and Reconciliation

Responsible in the process and implementation of the final adjudication for all new hires (APAC and Australia across all role bands)

The position also requires operational support internally to Citi HR, Recruiters, Managers, Employees and the HRSS.

Manages personal OSC inbox which is an internal system used Citi-wide

Ensures timely closure of OSC cases for audit and policy compliance

Strict adherence to Risk & Control policies and procedures

Attends & actively participates in Daily Team Huddle, Team Meetings, and managers conference calls

If deemed necessary, the position also aides HR in the process of termination

Shell Business Service Center Asia B.V

16th Floor Solaris One Building

130 Dela Rosa St. Legaspi Village

1223 Makati City, Philippines

Supervisor, January 6, 2014 – August 21, 2014

Approve or reject Service receipts created by either Shell staff or automatically created following presentation of a correct e-invoice.

To ensure that the correct technical and financial approvals are given for a requisition for goods and services in line with relevant standards,

Responsible for Cost centre reporting (Act vs. Plan etc.)

Oversees the workflow all customer disputes and complaints.

Administer coaching sessions to an entire team (composed of 6 analysts)

Manages all payroll related issues for a team of six.

Oversees Team Leader’s administrative needs on behalf of the line manager

Attend to all necessary Leadership improvement meetings

Attends Bi-weekly and Quarterly Business Reviews.

TELUS International Philippines

TELUS House Araneta

Lot 2 Cyber Park Araneta Center Cubao QC

Team Manager, August 10, 2012 – November 15,2013

Leads and manages a team of CSRs in the optimal execution of activities in call center operations (i.e. taking calls, addressing customer issues / complaints, placing sales orders)

Ensures that each team member meets / exceed their goals and metrics on a daily, weekly, and monthly basis.

Conducts performance management activities for team members supervised.

Handles escalation calls from CSR's as, exercising discernment on whether or not individuals are capable of handling complex customer calls.

Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.

Brainstorms with fellow Team Managers and the Operations Manager to discuss various issues / problems faced by their respective teams.

Prepares and submits reports on team performance to the Operations Manager. Discusses overall team performance in relation to the objectives of the Company and the program / account. Determines areas for improvement of the account’s performance and translates these to action plans for the team.

Ensures that all team members are aware of policy and procedural updates by coordinating for / facilitating recurrent training of agents. Gathers information on Client updates on policies and procedures, and conducts weekly training sessions that center on procedural updates / changes in order to familiarize agents.

Motivates and inspires all team members to perform better by formulating and implementing regular (i.e. weekly, monthly) team activities. Designs incentive-based programs aimed at motivating agents to attain the different goals and metrics, boost morale, and ultimately meet or exceed service levels set by the client.

Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT). Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSRs on the floor.

Acts as Human Resources – Business Partners point-person, having the jurisdiction to address grievances in line with the company’s policies / procedures and the Labor Code of the Philippines. Takes initiative in acquiring the necessary Human Resources knowledge in order to increase one’s supervisory capabilities. Primarily handles grievances / issues (i.e. attendance, performance, behaviour and attitude) prior to escalating these to the Human Resources – Business Partners.

Attends to Compensation and Benefits concerns of assigned CSRs, focusing on payroll disputes, the timely preparation and submission of payroll templates. Accurately tracks and indicates hours of overtime and night differential rendered by each assigned agent for the proper computation of salary.

StarTek Philippines Inc.

Cyberzone Building

Senator Gil Puyat Avenue, Makati City

Senior Representative, April 19, 2010 – May 25, 2012

Handling on of U.S Top Wireless Provider for Prepaid Lines

Assigned to become a CSR II Intern for Operations shortly after regularization

Attended trainings on “Power of Coaching “ and the L.E.A.D.E.R model

GRE, Red Hat and VOB certified

Full pledge CSR2 February 2011

An expert when it comes to escalations and product support

Chosen to be part of the Monthly 4G Sales Pilot team, March 24,2011

Assigned as Sales Acting Team Leader for 5 months

IBM Daksh Business Process Services Phils.Inc.

30th Floor PBCOM Tower

Ayala Avenue, Makati City

Customer Care Advisor,January 2, 2009 – April 12, 2010

Technical support combined with customer service.

Received numerous customer commendations for excellent technical and customer care service for a leading brand of American electronics

Assigned Team POC (Point of Contact)

Agent with Perfect Attendance Incentive on 4 Consecutive Months

Agent with Exceeds Expectations mark on most of Client Set Metrics for 3 months.

Influent Phils.Inc.

Multinational Bldg.

Ayala Avenue, Makati City

Customer Care Associate, July 2007-February 2008

Handled outbound sales account.

Top-seller for an outbound sales account (credit card protection plans and Business to Business online advertisement)

On-the-Job Training, March – May 2008

HR - Administrative Division, Department Staff Trainee

Office of the Solicitor General

Amorsolo St, Makati City

Scan, categorized and create briefs for all cases/complaints received by the Office of the Solicitor General before distribution to the Associate Justices.

Incoming trainee on boarding and orientation

Maintaining employee records updated

Time keeping

Employee payroll timesheet completion

Attends department joint meetings

Areas of Expertise:

Strong Analytical Skills

Project Management experience

Event Budget and costing experience

Multi – tasking

Coaching and feedback

Leadership and Management

Strong sense of independence and reliability

Knowledge in Microsoft Word, PPT and Microsoft Excel

Knowledge in utilizing system tools like PEOPLESOFT,AGENT PORTAL like OSC,ESP,RTA, AVAYA CMS, SAP, GSAP and VERINT ULTRA

Educational Background:

Bachelor in Political Science with specialization in International Relations

Polytechnic University of the Philippines

Mabini Campus Sta.Mesa, Manila

Attended School year 2004-2008

Academic Achievements:

College Debater, 2007

Awarded as Best Debater and Best Speaker, 2008 PUP Sta.Mesa College of Economics, Finance and Politics

Civil Service Exam (Professional) Passer

Professional Recognitions :

TELUS International Philippines Q1 2013 Awarded for Courage to Innovate

TELUS International Philippines Q4 2012 Awarded for Courage to Innovate

TELUS International Philippines Q4 2012 TOP Team Leader

Lean Six Sigma Yellow belt Certified

Citi HRSS RAVE Award Praise Awardee for the month of July 2014

Character Reference will be available upon request.

Contact this candidate