Customer Service Human Resource

Gelyn Grace Albano

+639********* *****.*****.******@*****.*** Las Pinas City

Education Experience

Sea & Sky College

Bachelor's Degree

Hotel & Restaurant

Management

April 2003

Business Consultant for Huawei Technologies Phils. Inc. Manpower Outsourcing Services Inc. Pasig City

July 2021 – April 2023

• Overall Human Resource handling for associates deployed to client

• Sourcing, selection, profiling and on-boarding of candidates profiled for the client

• 201 Files creation and handling, orientation, employee relations, timekeeping, payroll and disciplinary

management

• Overall HR concerns from sourcing until end of contract or resignation

• Client facing and decision making

Recruitment Coordinator for Huawei Technologies Phils. Inc. Manpower Outsourcing Services Inc. Pasig City

January 2020 – July 2021

• Assist recruitment team with costumed screening and initial contact to applicants

• Handled multiple ranges of advanced administrative duties with wide latitude for independent judgment and initiative

• Basic recruitment process including Reference Checking, Pre-Employment Requirements Collection, On-Boarding Process and Orientation

Skills

Team Player I Time Management

Skills I Conflict Management I

Public Speaking I Sourcing I

Recruitment I Interview Skills I

Customer Service Management I

Schedule Management I Human

Resources I Sales

Project Recruitment for UNILAB Philippines.

Prime Manpower Resource Development Inc. Mandaluyong City August – December 2019

• Initial and Final Interview for open requisitions for UNILAB

• Determine applicant requirements, source candidates fit for post openings

• Administer client specific assessments

• Profile candidates for the open requisition, endorsement and job offer Technical Recruiter

Freelance Remote

January 2017 – July 2019

• Collaborate with client for selection process

• Writing, posting, advertising and marketing for candidates

• Administer interview and selection process

• End-to-End Recruitment process

Recruitment Specialist

Sitel Philippines Quezon City

April – December 2016

• Volume Hiring for Rank & File vacancies for: Airline, Telco, Financial, Sales & Customer Service Account

• Conduct Behavioral Interview for open requisition across Metro Manila

• Facilitate client specific assessments

• Profile and match applicants’ skill to job responsibilities and support administration on-boarding

• Job Offer and Contract signing facilitation

• Support Recruitment Supervisor and/or Manager in administration of recruiting and employment activities

Recruitment Specialist

Concentrix Quezon City

June – December 2015

• Volume Hiring for Rank & File vacancies for: Airline, Telco, Financial, Sales & Customer Service Account

• Conduct Behavioral Interview for open requisition across Metro Manila

• Facilitate client specific assessments

• Profile and match applicants’ skill to job responsibilities and support administration on-boarding

• Job Offer and Contract signing facilitation

• Support Recruitment Supervisor and/or Manager in administration of recruiting and employment activities

Talent Acquisition Coordinator

Hudson RPO Makati City

January – May 2015

• Identify and attract talents for the specific job posts

• Find and create creative and effective job portals for Job Ads

• Source, screen and interview candidates for client endorsement, catering to local and APAC regions

• Manage candidates through the interview process

• On-board candidates identified by the client for the requisition Training Assistant

TeleTech Philippines Mandaluyong City

February – December 2014

• Run thorough training needs analysis on both internal and external clients

• Research and endorse learning and development programs identified

• Assist in development of training modules and execution of training programs for the company’s employees and salesforce

• Coordinate with logistical and administrative works for all training which include, but not limited to, training facilitation, accessibility of training materials and documentation

• Perform other related tasks as determined by the immediate supervisor Recruitment Specialist

EnfraUSA Pasig City

August 2012 – February 2014

• Partner with Hiring Manager to determine staffing needs

• Job posting creation and management on Job Portals

• Perform person, video and phone interviews to determine qualified candidates

• Maintain relationship with both internal and external clients to ensure staffing goals are achieved Chat Sales Representative (SME) for CheapTickets & Orbitz TRG Philippines Pasig City

July 2010 – May 2012

• Provide support, learning sessions coaching and feedback to newly hired agents

• Monitor performance and Quality scores of the team

• Take production calls as well as escalated calls

• Understand the needs of the clients and recommend our services to them

• Establish and maintain positive customer and business relationship

• Make sure that all KPIs for sales are met

Inbound Sales Representative for Booking.com

Sykes Asia Quezon City

June – November 2009

• Determine needs and advise of appropriate facility, mode of transportation, travel dates, costs and accommodation

• Make sure that customers are happy and satisfied with the service provided

• Ensure long-term cooperation via excellent customer service and problem resolution skills

• Engage in global consolidations to research and deliver the best solutions to customers via a designation Travel Booking Software

Customer Support Representative for General Motors Convergys Quezon City

June 2008 – February 2009

• Intake calls seeking assistance to their automotive

• Respond to inbound support tickets, voice calls and emails from customers

• Research and resolved customer issues

• Establish and manage good rapport with customers

• Ensures established SLAs are met

Chat Sales Representative for Titan Poker

Paragon International Customer Care Inc. Makati City October 2007 – May 2008

• Source new sales opportunities through chat interaction

• Deliver scripted script sales pitches to customer and secure sale

• Maintain and update potential customer database

• Consistently achieve qualified opportunity quotas Customer Service Representative for

IBM Daksh Business Process Services Inc. Makati City October 2005 – October 2007

• Resolve customer inquiries/requests regarding their mobile plan

• Ensure customer requests and handle it in a timely manner

• Utilize various client-based tools and applications for customer management and servicing

• Provide cutting-edge service in friendly, confident and knowledgeable manner

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