Customer Service Manager

MA. GIRLIE J. ACIERTO

HR Service Delivery Associate

Address: #*** ******** **. ******** **** 2, BF Homes, Paranaque City Mobile: +63-905******* / +63-930*******

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

LinkedIn: www.linkedin.com/in/magirliejacierto

OBJECTIVES

o become part of a company's success; sharing as well as enhancing my skills and knowledge regarding Human Resources and Learning and Development. Also, to continue grow in learning from end-to-end process and to help the company from delivering high quality to clients/vendors. SKILLS

MS Office (Word, PowerPoint and Excel: Pivot, VLOOKUP, Macro Automation)

Knowledge in navigating Google sheets and Quip

Salesforce, Workday, SpringCM, Airtable, and Learning Mgt System experience

HR Onboarding and Peeps/Employment Data Processes

Excellent communication skills/Interpersonal skills

Knowledge in Customer Relationship Management

Forte in Compensation, Benefits Administration and Scheduling. WORK EXPERIENCE

Accenture Philippines

HR Service Delivery Associate – Learning and Development Scheduler (Aug. 2018 – Present)

• Working closely and meeting with the primary onshore contact, the Learning Coordinator, as well as other vendor teams to discuss and address the process, process change, issues and risk of the process.

• Perform scheduling tasks for internal courses from demand schedules, based on planned volumes and locations using specified resources

• Responsible for Scheduling where I am taking client delivery information such as course identification, dates, venue, capacity, preferred resources (Instructor, room etc.) and obtaining suitable information (venue and catering availability) to publish a class schedule within a stated calendar period. Processes are defined to give step-by-step instructions on the interfaces, tasks and parameters to apply to the schedule. Class schedules are typically published on client systems (Learning Management Systems) to different regions.

• Complete system screens to accurately enter data to Client LMS

• Assist in maintenance of resource database and/or scheduling tools advising when known discrepancies are found

• Communicate LMS issues or potential enhancement to Delivery Service Manager, Leads and Learning Coordinator.

• Ensure sessions cancellation policies are being followed.

• Update session information accurately and on a timely manner as requested by the Client or DSM.

• Respond to different inquires via email, scheduling mailboxes, or via client tool within the time frame stated in agreement and processes.

• Aligned with our Client and LCs to help in dealing with the end to end Learning and Development activities.

T

• Provides coordination and logistical support for training happening in Manila. Ensuring that materials ordered are complete and received prior to the session. Human Resource Service Delivery Associate (Feb. 2015 – Aug 2018)

• Worked with onshore counterparts to resolve problems and inquiries, improve operations and provide exceptional customer service. Partner with client team to create offer letters for new external candidates and transfer letters for internal candidates

• Ensure that all details within systems are reconciled for accuracy and conduct reviews to identify if there are any discrepancies between systems follow up with the client team to correct these as required.

• Managed ticketing system inquiries providing the appropriate solutions. Handle inbound inquiries and resolving following the appropriate procedures ensuring that any issues are escalated in a timely manner as required. Provide first level functional support to customers needing assistance with onboarding related transactions

• Handles reports regarding Payroll Admin and Data integrity and ensuring the accuracy of the details and report submitted on time.

• Support the audit of requisitions and processes in people operations to ensure we remain compliant. EDUCATION

Bachelor of Science in Business Administration Major in Marketing Rizal Technological University

(June 2010 - April 2014)

PERSONAL INFORMATION

Age : 26

Birth date : September 11, 1993

Gender : Female

Citizenship : Filipino

Height/Weight : 160 cm. / 70 kg.

CHARACTER REFERENCE

Ms. Marie Grace Malijan

Delivery Lead Accenture Inc

Contact No. +63-917*******

Ma. Hazel A. Escala

Officer in Charge Banco de Oro

Contact No. +63-977*******

Ma. Girlie J. Acierto

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