Loreto Destura

ad32gk@r.postjobfree.com

+63-927-***-****

Work History:

IBM Business Services Inc.

Ernst and Young LLP

Job Title: Supervising Associate for Human Resources Coordinator

(Nov 2021 – 2024)

Responsibilities:

team point of contact for process related questions related to HR, Recruitment, Onboarding, Benefits, Total Rewards, Performance management, Records management

Process owner for all Employee engagement, queries, benefits through different intakes: chat, phone lines, emails and tickets, ServiceNow & PowerBI

served as POC for escalation

Conducts training for new hire and Welcome to EY (WTEY) induction for onboarding

Job Title: Delivery Team Lead (2019-2021); Subject Matter Expert (2017-2019) Sales Support Specialist Front End support

SME for BVOIP IPFlex products/services

Responsibilities:

team point of contact for process related questions

team’s forecasting, planning and utilization

updates and escalation contact for all stakeholders

Capacity team manager for workload balancing

Author of team’s DTPs (desktop procedures) in compliance of both client and IBM standards

Conducts trainings and refreshers for the team e.g. Large Project Planning

(leading to Project management)

Provide weekly status calls and Month to-Date reports to all stakeholders (ie IBM Service Delivery team, US Product Owner and Client management team)

Audited internal teams including Pricing, Quotes, Contract Approvals, Large Project

to meet client compliance and service delivery.

Related tools:

ServiceNow

SuccessFactors SAP

Oracle Siebel – Sales portal where documents are uploaded for order processing, quotes, contracts, data validation, order entry, hand off to different teams etc.

Siebel Analytics (Oracle Business Intelligence Enterprise) – reports for Sales performance, SLA, KPIs, volume, trend, process improvement analysis

IBM Watson Studio – (beginner) trained on simple workflow for chatbots using json data from csv files

Outlook

MS Office

3 years experience (April 2017 until August 2020)

West Business Services, Inc (Alorica Business Services, Inc 2011 - 2017) Job Title: Project management support, Support Staff (Order Specialist)

High Speed Data Specialist, Order management for installation of T45 to GigE

Responsibilities: project status updates to customer, Sales team and Engineering team For new and lifecycle project, meet customer desired date of completion. Assist in any project hurdles, identify issues and provide solution. Schedules cutover, testing and turn up of different services

Related tools:

Oracle Siebel – Sales portal where documents are uploaded for order processing, quotes, contracts, etc.

Outlook

MS Office

6 years experience

Previous employers: Sykes Asia, Inc, Convergys Phils and HSBC Data Processing

Technical Support Professional; Customer service representative Total work experience including present: 12 years

Educational Background:

Adamson University

San Marcelino, Ermita, Manila

BS Chemical Engineering (2003 to 2009)

Character References:

Available upon request

Contact this candidate