Jennifer B. Llames

adatya@r.postjobfree.com

+639*********

#*** ******* **. ******* ***** Subdivision, Naga Road, Las Piñas City, Philippines 1741

WORK EXPERIENCE:

DESTINATIONS OF THE WORLD SHARED SERVICES / WEBBEDS ASIA & PACIFIC

Shaw IT Center, Shaw Blvd Mandaluyong City

January 2019 to Present

Sr HR Business Partner - Operations

Currently handling HR function / HR Site Lead - supporting 450 employees within the Manila Shared Service Center.

Drives achievement of SLA/metrics and reporting to monitor the effectiveness of operations and measure success of initiatives pre and post implementation.

Helps business through transformation during the transition period from the recent acquisition and adapting to the rapidly changing environment.

Engaging stakeholders to manage operational issues and influence them to sponsor and support policies and initiatives that promotes compliance and operational efficiency.

Provide support to the various business units in facilitating training and development, conducting employee orientation, implementing employee relation programs, generating human resource reports

Manage the disciplinary, capability and grievance process and align with the business to ensure compliance and helps build a feedback and coaching culture.

Ensure legal compliance by monitoring and implementing applicable human resource requirement: conducting investigations; maintaining records; representing the organization at hearings.

Ensure process documentation and internal controls are in compliance with company policies and support statutory compliance with applicable laws and regulations.

Makes input into specific aspects of the operating plans of the program at and manages daily operations of the assigned section of work.

Takes on a communication leadership role with direct reports and peers in management to share information and improve cross-departmental processes.

Admin & Facilities Manager

Accountability and oversight on the safety and maintenance of the site.

Ensure that the site is in compliance with applicable regulations such as DOLE OSH, PEZA,etc.

Processing of requirements for compliance with governmental regulations and laws.

Certified Safety Officer 2.

Ensure the efficient operation of the site, mitigating risks and ensuring business continuity in the event of unforeseen natural disasters and maintaining a dynamic look and feel of the facility.

Scheduling regular building maintenance and housekeeping services, security, fire prevention and other safety systems.

Develop, implement and administer annual budget including quarterly forecasting and monthly variance reporting, and recommends capital expenditures. Prepare financial reports according to established reporting requirements.

Act as a main point of contact for external partners, consultants, contractors, vendors and entities covering the operational need.

Setting annual goals for generating savings in areas such as energy, facility and maintenance operations.

Monitor all expenditures and ensure that maintenance services are delivered in line with the contractual commitments and within budgets.

COGNIZANT TECHNOLOGY SOLUTION

Vector 3, Northgate, Filinvest, Muntinlupa City

April 2015 to January 2019

HR Business Partner

Currently handling HR function / HR Site Lead - supporting 400 employees across different clients.

Was responsible for managing 15 accounts with 1000 employees in IT/ Infrastructure Services.

Partner with line executives and management to proactively address business issues related to work force development, employee engagement and productivity.

Creates and leads monthly reports and analysis on Attrition, Early Warning System, Focus Group Discussions, Employee Engagement Survey.

Develop and implement vital business and HR strategies, fundamental programs, and processes that drive business results through effective leadership and change management.

Proactively supports the delivery of HR processes that sustains key business requirements and align with the organizations short and long term business objectives.

Provides advice and counsel on multiple initiatives, maximizing all HR programs and cycles, and recommending solutions to complex employee relations and HR issues.

Partner with other HR functions to drive and leverage all HR programs including performance management, compensation, executive and employee development, succession planning, work force optimization, staffing and benefits.

Review current business practices and recommended solutions for higher efficiencies. Such as evaluating succession plans, preparing for growth or reductions in force.

Collaborate across the organization in design and development of top initiatives.

October 2013 to April 2015

Operations Supervisor

Handles 8 associates handling a specific Client providing life insurance coverage in the US.

Mentor new associates joining the team through adequate training, coaching and regular feedback

Complete mandatory training as identified in the training plan for the project

Conduct refresher training for existing associates

Encourage the team to take domain/industry level certifications Manage knowledge sharing sessions

Align individual goals with team objectives (work cohesively with the team)

Conduct peer reviews

Ensure quality monitoring and audits for process executives to identify areas of improvement for the team or individuals

Conduct weekly coaching to associates to enlighten them of their QC/QA scores, APT scores and their Stack Ranking.

Used Pareto Analysis to prioritize and validate error categories for all 8 processes

April 2012 to May 2014

Level: Subject Matter Expert

Roles & Responsibilities: Case Manager / Support Specialist/ Team Lead / Trainer (Insurance Vertical- ING/VOYA Financial)

Case Manager:

Responsible for ensuring that information for policy holders/Insured’s is recorded in the system when someone purchases (New Business) or wants to make changes (Policy amendments) to an already purchased policy from the Insurance Company.

Responsible for knowledge and document management in addition to processing transactions

Understand frameworks through training and drive adherence to process frameworks through audits.

Responsible 8 different process (Review of Application to Activation of Policies)

Interact with customers (internal / external) to meet process deliverables

Ensures policies are in good order prior to sending the print to the policy holder.

Issues policy print to the owner of the policy.

Manages an insurance policy until such time that it will be issued then place inforce.

Trainer:

Domain training (introduction to life insurance) for new hires.

Systems training for new associates.

Pre- KT (Introduction to the company and products & services offered) training for new associates.

Knowledge transfer (Insurance Process) training for new associates.

Support Specialist:

Provides support for case managers on the operational processes.

Provides coaching and feedback to case managers to improve their skills and knowledge with regards to the process.

Contact person for escalations brought up by agents, brokers and/or clients.

Ensures documented process guidelines are followed and are updated on periodic basis.

Respond to queries raised by the team and seek timely intervention from the business, if required100% Process adherence to transaction processing involving Money-in, Money-out, process of Life Insurance and Pension Scheme.

Monitor work distribution and queues for Money-In, Money-out, Enrollment processes and ensure that items are processed within defined Turn Around Time/Consistency Index.

Track back dated transactions to ensure that they are processed on time to reduce exposure. Track and control Not In Good Order through analysis and constant feedback to internal team and client (as applicable)

Reconciliation of transaction processing with financial entries to ensure accuracy

Review and document all process changes relating to Life Insurance and Pension Scheme process and improve process quality of the team

Resolve process related queries and escalations

Report to the operations supervisor on performance, status and any escalations

Identify gaps in process compliance and conduct audits to drive process compliance

Support the team by liaising with different departments.

AFFILIATED COMPUTER SERVICES, A XEROX Company

One E-Com Building, Ocean Drive, MOA Complex, Pasay City

January 2011 to April 2012

QA Analyst

Provides training, coaching, feedback and assistance to agents to make sure they understand new policies and procedures for quality.

Monitors phone calls to make sure employees are in compliance with the rules and regulations of an organization.

Performing trend analyzes, and identifying quality improvement opportunities.

Develops and implements TQM programs and initiatives.

Attends/Leads Internal and Calibration sessions

Reviews Provider Feedbacks and conducts one on one coaching with agents.

Develops, implements, and leads key process improvement efforts and influences cross-functional efforts.

Integrates and aligns the processes that will best achieve the desired results.

Conducts QIC (Quality In Class) to New Hires.

Cascades Quality updates to Operations and Training.

Operations Support (Floorwalk)

Attends TTT (Train the Trainers) and conducts training to the QA Team.

Assists the team/QA Manager in developing systematic approaches for assuring high quality services by sharing knowledge of QA Processes (Coaching, Calibration, Dispute Process)

May 2010 – January 2011

Customer Service Executive

Provides Customer Care Service to Health Providers via inbound calls.

Provides benefits and eligibility regarding the client’s health insurance plan.

Responsible for giving out claim information to the medical provider and accessing provider’s contract with the insurer.

Interprets how claims were processed and delivers information in such a way that the provider will understand easily.

Provides information on participating providers around the client’s area.

Provides status of coordination of benefits for clients with dual health insurance.

PERSONAL INFORMATION:

Nickname: Jen

Birthday: September 24, 1988

Place of Birth: Quezon City, Philippines

Civil Status: Single

Nationality: Filipino

Languages:

Preferred Communication: Email

CHARACTER REFERENCE:

Will provide contact information when requested.

I hereby certify that the above information is true and correct to the best of my knowledge and beliefs.

Llames, Jennifer B.

Applicant’s Signature

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