Customer Service Manager

JAY FERNANDEZ BITAS

Philippine Address:

Block ** Lot 21 Ascension Street Lagro Quezon City Philippines 1118 Mobile : 096********

Email adcbcd@r.postjobfree.com

PROFESSIONAL SUMMARY:

● Several years of experience as a Business Development Recruiter/Sourcer in several US, UK, Australia, Canada and other international processes.

● Aside from IT or Technology, has recruited for other sectors: Healthcare, Manufacturing, Oil & Gas, Legal, Education, Financial, Sales and Marketing and Aerospace; has recruited for US federal job orders that require top secret security clearances.

● Managed hiring process from inception to fruition.

● Built excellent relationships with hiring managers and candidates.

● Reviewed job specifications, skills criteria, educational and technical requirements with hiring managers as well as candidate qualifications to meet business objectives.

● Strong Sourcing skills with emphasis on sourcing passive candidates: source, evaluate, profile, and/or present potential candidates through personal extensive database, cold calling, people searches in Facebook, LinkedIn, Resume Finder widgets, Monster, Careerbuilder, Dice, SEEK, Yahoo Hotjobs, Indeed.com, Clearancejobs.com, Odesk, Boolean X-ray searches, in house database, internet searches, Google Internet mining, Patents, Publications, Yahoo groups, career fairs and employee referral programs, networking, social networking sites, newspapers, professional magazines, publications, engineering networking groups, research and expert user of ADAPT, Bullhorn, Exelare, PageUp and other popular ATS.

● Conducted Cold calls for potential candidates, references and referrals.

● Verified and conducted reference checks.

● Phone screened candidates prior to formal company interview.

● Breadth of experience across the US with different cultures, quickly adapting to various environments and hiring needs.

WORK EXPERIENCE

Senior Sourcing/Recruitment Manager

Planetsource Solutions

June 2014 – Present

● Manage and supervise the sourcing activities of my contractors.

● Manage the daily operations of my company - hiring contractors, overall management and client/business development.

● Generate new business in a new market and develop lasting partnerships with my clients to whom we provided recruiting and staffing services

Senior Sourcing Consultant

Downer

December 2018 – June 2019

Searched for qualified profiles on SEEK, PageUp and LinkedIn Recruiter in the areas of Rail systems, Road Services, Large Infrastructures, Utilities, Engineering, Constructions and Maintenance (EC&M), Mining and facility services.

Sourced for corresponding email addresses, phone numbers and other contact information through SEEK and PageUp.

Created streamlined sourcing system using online Google spreadsheets for better efficiency and productivity.

Created daily reports of sourcing activities and tracked hours rendered using remote work tracking system.

Succesfully completed the market mapping of engineering candidates from mid-level to director level from their competitor companies.

Utilized high-level of Boolean search techniques (sniper and shotgun methods0 in all sourcing activities. Business Developer/Technical Recruiter/Sourcer/Resume Researcher (Contract) Upwork

November 2011 – Present

● Provided freelance/contract works for several boutique, start-up and well-established clients: IT recruitment companies, Executive search firms and staffing agencies in the US, UK, Canada, Israel and other global regions.

● Generated new business in a new market and develop lasting partnerships with my clients to whom we provided recruiting and staffing services

● Sourced and did resume researches for technically niched positions

● Utilized Boolean methods and use Linkedin for the search.

● Sorted for previously sourced candidates in the company database.

● Mailed out invitations to apply to prequalified candidates. Does quality check before mailing out to candidates.

● Provided daily reports and train newly-hired recruiters and sourcers. Operations Manager/Talent Acquisition Head/Business Developer Dynamic Personnel

November 2010 – November 2011

● Generated new business leads for job requisitions.

● Generated new business in a new market and develop lasting partnerships with my clients to whom we provided recruiting and staffing services

● Performed full-cycle (end-to-end) recruitment and executive search in the lead level position.

● Managed the over-all operations of the business from acquiring talents, developing accounts, accounting, supervising recruiters, compensation and training.. Administrator

Core Management Solutions

November 2010 – November 2011

● Managed all aspects of the human resource department.

● Managed of the administrative systems including the filing, library and database systems belonging to the administrator.

● Worked to ensure proper usage of the company's resources.

● Handled Implementation of a quality control as an administrative responsibility.

● Collaborated with marketing and public relation projects for the company.

● Participated in the board of trustees' meetings for the company.

● Developed requirements for annual reporting.

US Sr. Technical Recruiter/Business Developer

RCG Global Services

July 2010 – November 2010

● Through an extensive discussion with the client, determined their unique needs and expectations for the executive-level positions

● Profiled the client company to determine the type of individual that could best fit the organization and accomplish the identified goals.

● Developed a recruiting plan that will provide qualified candidates.

● Identified qualified prospects through use of our extensive national network.

● Personally contacted prospects to determine interest in client's job opportunity.

● Qualified prospects as candidates by interviewing to determine the appropriateness of the individual for the job order.

● Introduced qualified candidates to the Account Executives. Prepare client as to special interests and personality traits of the candidate.

● Coordinated the interviews. Prepared candidate for the first interview.

● Confirmed interview appointment with candidate and client.

● Conducted post interview discussions with candidate to determine interest level and areas of concern.

● Conducted post interview discussions with Account Executives to determine level of interest and concerns of the client.

● Handled references and offer negotiations

● Established a compensation package and position responsibility acceptable to both parties.

● Conducted post start date discussion with new employee and with the Account Executives to provide information on employee transition.

● Prepared candidate for resignation and counsel on the disadvantages of accepting a counter offer.

● Generated new business in a new market and develop lasting partnerships with my clients to whom we provided recruiting and staffing services

US Technical Recruiter/ Home-based Call Center Owner/Business Developer JB Global Ventures (now PlanetSource)

July 2007 – June 2014

● Handled and managed the operation of the following accounts:

telephone research account (UK based)

sales account for a telecommunication company (US based)

technical recruitment and executive search accounts (both US based)

virtual assistant/administrative job (Canada based)

security service account (US based)

● Developed new accounts for company expansion.

● Supervised and monitors work-at-home agents/subcontractors online.

● Provided statistics on service levels to clients for proper trend analysis.

● Provided virtual call center suite solutions (blending of inbound and outbound call services) to client companies willing to outsource BPO jobs to remote workers offshore.

● Presented cost reduction advantages to client companies

● Acted as billing intermediary between remote agents and client companies.

● Conducted trainings for new agents and supervisors on clients’ product specifics and required job functions.

● Provided account’s performance review during business update meetings;

● Transacted with the CEO of client companies regarding call center activities and other official matters;

● Reported directly to the Operations Head;

● Created and implemented memos and policies;

● Handled the team attendance records;

● Acted as liaison between the HR Manager and the agents;

● Developed strategies to improve technical knowledge of the recruitment process;

● Provided solutions, logs and reports any system issue and other concerns affecting productivity;

● Managed discipline within the team;

● Led and developed an effective team to achieve its business objectives;

● Created innovative ideas and provides database knowledge to motivate agents,

● Looked for ways to increase team productions and improve team performance. US Corporate/Technical Recruiter

Confabia Inc

April 2006 – July 2007

● Assigned in the technical recruitment for the client IT company based in Virginia, USA

● Established recruiting requirements by studying organization plans and objectives

● Participated in managers meeting to discuss needs

● Built applicant sources by researching and contacting community services, colleges, employment agencies, recruiters, media, and internet sites

● Provided organization information, opportunities, and benefits to candidates;

● Conducted candidate presentations to hiring managers;

● Determined applicant requirements by studying job description and job qualifications;

● Attracted applicants by placing job advertisements; contacting recruiters, using newsgroups and job sites;

● Determined applicant qualifications by interviewing applicants; analyzing responses;

● Verified references;

● Compared qualifications to job requirements;

● Arranged management interviews by coordinating schedules;

● Evaluated applicants by discussing job requirements and applicant qualifications with managers;

● Interviewed applicants on consistent set of qualifications;

● Improved organization attractiveness by recommending new policies and practices;

● Monitored job offers and compensation practices emphasizing benefits and perks;

● Avoided legal challenges by understanding current legislation;

● Enforced regulations with managers;

● Recommended new procedures;

● Conducted training;

● Updated job knowledge by participating in educational opportunities, reading professional publications,

● Maintained personal networks and participating in professional organizations online;

● Accomplished human resources and organization mission by completing related results as needed;

● Assigned to handle the compiled Candidates' Daily Report (Administrative job) Certified Customer Service Associate

HTMT Global Solutions

August 2004 – March 2006

● Handled 2 international accounts in the span of 1 12 years.

● Became a Certified Agent for a retail electric company based in Texas within a month on the floor after being released from 2 months training, handling the enrollment split for 9 months, providing basic information to customers interested in establishing power with this account, enrolling electric consumers and assuring them of quality electric services at a lower cost as compared to other retail electric providers also based in Texas.

● Worked as became a certified agent for a financial service account based; excellent customer service to credit card accountholders especially with regards to account maintenance, policies and procedures, billings and other transactional activities related to credit card use.

● Became an Escalation Agent (EA - supervisory level) position.

● Underwent Internal Development Program (IDP), a hands-on training program designed for those who qualify for EA and Team Lead posts. This program prepares qualified agents with regards to staffing, statistical analysis and assessment based on KPIs (QA, AHT and ATR), team building and accountability, coaching skills, implementation of disciplinary actions, reporting of individual and group performances, coordination with trainers and quality assurance agents, dissemination of new information from the business client cascaded by shift managers, usage of operational systems and programs used only by team leaders for effective functioning in a particular account.

● Assigned as Productivity Assurance Coordinator (PAC); ensured that account passes adherence and required staffing is met; provided accurate troubleshooting and immediate solutions to pc problems and reported system issues to Technical Dept.

Customer Service Agent

Vertex Solutions

January 2004 – July 2004

● Handled a local telecommunication-based account that services Filipino prepaid celphone subscribers both in the domestic and international regions for six (6) months;

● Provided immediate and plausible solutions to prepaid customers' various concerns and needs with regards to the use of their mobile phones; provided support system to service and technical teams based in the business centers all over the Philippines;

● Helped in strengthening market leadership in the area of telecommunication networking business;

● Assumed the position of assistant team leader for a team of 14 people;

● Provided assistance in the statistical analysis of individual and group performance based on the KPIs provided by the business clients to improve market sales and customer service satisfaction. International Business Partner /Royalty-Qualified Director/Independent Symmetry Direct Corporation

March 1998 – January 2004

● Provided entrepreneurs and business people with low-overhead business;

● Trained people to duplicate and teach the business plan; sponsored international business partners and preferred customers; trained newly sponsored preferred customers on how to go about the business and make it grow; improved market shares of its products; conducted and oversaw products and business presentations and training programs.

● Responsible for the design and implementation of business development strategies. EDUCATION

University of the Philippines

Master's degree in Special Education, SPED

De La Salle University

NTMATEL, Teaching as a Second Language

San Carlos Seminary, School of Theology

Graduate School for Theological Studies

San Carlos Seminary, Philosophy Department (college) BA Classical Philosophy

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