Customer Service Sales
Resume:
Driver of Excellence!
PUBLIC RELATIONS
& MEDIA AFFAIRS
Reputation Management and Crisis
Communications Management are 2
essential skills that a Public Relations
Manager must have. He should be
the source of reliable information. He
is always looking forward to
expanding his network to achieve the
strategic goals and objectives of his
employer. He must have a good
public reputation and high-level of
professionalism.
Media companies who are frequently inviting me on their news and public affairs programs are:
1. ABS-CBN (DZMM Teleradyo)
2. ANC
3. DWIZ
4. DZRH-TV
5. GMA 7 (DZBB)
6. NET25
7. PTV4
8. CNN Philippines
Corporate Trainer,
Motivational Speaker, and
University Lecturer
Trade Resource Union Speaker Congress of the of
Conference The Philippines on the (TUCP) issue
of and Urban its impact Mobility on Crisis the
productivity. labor force’s
University of the
Philippines
Facilitator/Lecturer
Understanding the
Dynamics of Corporate
Social Responsibility as
a Marketing Tool and as
a Social Service Support
System of Private
Industries.
.
Visiting Professor at the
University of Makati-College of
Local Governance and Public
Policy. Lecture on General
Appropriations Act.
Career History and Accomplishments
My last position was Vice President & Chief Human Resources and Communications Officer of a top-tier e-commerce-retail brand engaged in the distribution of telecommunication platforms and virtual wallet systems (i.e., prepaid loads or e-cash and POS vending & machines). I have spent 10 fruitful years in this company holding senior management positions in its sales, training & development, customer care and public relations management.
Aside from running the daily operations, I also initiate and oversee the execution of sales and network development strategies that were in line with the company’s vision and mission.
Because of the rapid growth of the company by 2012, its operating systems and processes were not able to keep in step. As such, starting 2012, I constantly drove the re-engineering of systems and processes to attain operational efficiency, as well as promote order and continuity in the organization. Because of these efforts, by large, the company was able to achieve the following:
1. A stable base business in VP with a firm hold on 2nd industry rank, in the face of sharp decline in market demand after the implementation of leading telecommunications company to directly compete in the distribution channels through key account expansion program.
2. A promising new business in digital market that has already taken off barely three years from start-up, poised to be the engine of long term growth and profitability. 3. A robust, agile and process-oriented Trade & Sales Operations and Development Organization that is ready to take on the challenges of the prepaid and virtual wallet markets.
4. On November 2016, our company was acquired by a new group. I was offered a directorship position and a seat in the Board of Directors of what is now known as LX Corporation (formerly VMobile Technologies Inc.). These value-adding contributions were borne out of my 5 year career in the country’s top BPO industries, all of these were reinforced by sound academic foundation in Political Science major in Local Governance and Public Policy developed in the course of my collegiate and graduate studies in two top local universities. Work Experience
Executive Director – Human Resources and Communications LX Corporation /Formerly VMobile Technologies Inc. ( Sep 2015 – Present) Industry: Telecommunications/IT Enabled Company/Retail Sales/e-Commerce Roles : Corporate Strategy/Top Management/Public Relations/Corporate Communications/ Human Resources Management /Sales Support/Corporate Social Responsibility Duties & Responsibilities:
• Directs the human resource management functions such as: Recruitment & Selection; Staffing; Training and Development; Compensation and Benefits; Employees’ Retention Program; and Career Development Program.
• Direct or coordinate an organization's financial or budget activities to fund operations, maximize investments, or increase efficiency.
• Confer with board members, organization officials, or staff members to discuss issues, coordinate activities, or resolve problems.
• Plan or direct development or communication of informational programs to maintain favorable public or stockholder perceptions of an organization's accomplishments or agenda.
• Establish or maintain cooperative relationships with representatives of community, consumer, employee, or public interest groups.
• Study the objectives, promotional policies, or needs of organizations to develop public relations strategies that will influence public opinion or promote ideas, products, or services.
• Respond to requests for information from the media or designate an appropriate spokesperson or information source.
• Deliver speeches, write articles, or present information at meetings or conventions to promote services, exchange ideas, or accomplish objectives. Vice President and Chief Human Resources and Communications Officer VMobile Technologies Inc. (Sep 2013 - November 2016) Industry: Telecommunications/IT Enabled Company/Retail Sales/e-Commerce Roles: Top Management/People Management/ Logistics & Operations/Customer Relations Management/Public Relations/Communications/Training & Development/Sales Support/CSR Duties & Responsibilities:
Responsible in managing overall HR site operations and develop strategic solutions to support the organization’s business goals such as
Compensation and Benefits Management
• Establishes a solid Compensation Policy as basis for the implementation of a fair and equitable compensation and benefits program
• Ensures compliance to set standards on benefits and salary scale as mandated by the government
• Studies and assesses employee benefit needs and trends
• Recommends additional employee benefit programs to Management
• Administers, manages, and evaluates company-initiated employee benefit programs Performance Management
• Establishes and develops Performance Management System policy in partnership with Performance Management team
• Ensures effective implementation and compliance with Performance Management policy
• Consolidates performance reviews
Training and Development
• Coordinates with department leaders to understand all staff training and development needs
• Develops, conducts, and evaluates HR trainings and learning sessions Labor Relations
• Establishes and develops HR-initiated company policies
• Ensures that existing policies are thoroughly explained and uniformly administered in all aspects of the operations
• Ensures adherence and compliance to the company’s code of conduct
• Ensures that the company is compliant with the labor laws
• Collaborates with department leaders to ensure that decisions for progressive disciplinary actions are aligned with the company policies and labor standards
• Conducts analysis and review of consequence management policy
• Ensures that company’s guidelines, procedures and policies are updated
• Facilitates conflict resolution within the organization
• Attends relevant forums, seminars, and conferences Business Partnering
• Acts as strategic partner of the site Management in achieving organizational objectives/goals
• Coordinates with other site HR Managers and ensures alignment of HR policies
• Attends Management meetings to ensure goal alignment
• Analyzes trend of attrition, absenteeism for employee retention Career Development and Succession Planning
• Establishes and develops career development and succession planning policy
• Creates an adequate opportunity for professional growth and career development for HR team
Rewards and Recognition
• Develops, establishes and evaluates the company’s rewards and recognition program in partnership with site Management
Employee Engagement
• Establishes, develops and evaluates employee engagement programs
• Manages site employee engagement budget in coordination with site Management
• Promotes a positive corporate culture and values for employees
• Conducts and analyzes organizational climate survey to all employees to identify organizational needs
People Management
• Conducts team meetings, feedback sessions, and one-on-one on a regular basis
• Conducts coaching session with team members
• Fosters teamwork through team buildings and other recreational activities
• Analyze operations to evaluate the performance of a company or its staff in meeting objectives or to determine areas of potential cost reduction, program improvement, or policy change.
• Direct, plan or implement policies, objectives, or activities of organizations or businesses to ensure continuing operations, to maximize returns on investments, or to increase productivity.
• Directs the human resource management functions such as: Recruitment & Selection; Staffing; Training and Development; Compensation and Benefits; Employees’ Retention and Career Development Program.
• Appoint department heads or managers and assign or delegate responsibilities to them.
• Develop or update procedures, policies, or standards.
• Make recommendations to management concerning such issues as staffing decisions or procedural changes.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Prepare or edit organizational publications for internal and external audiences, including employee newsletters and stockholders' reports.
• Arrange public appearances, lectures, contests, or exhibits for clients to increase product or service awareness or to promote goodwill.
• Coach client representatives in effective communication with the public or with employees.
Senior Customer Relations and Training Manager
VMobile Technologies Inc. (May 2011 - September 2013) Industry: Telecommunications/IT Enabled Company/Retail Sales/e-Commerce Roles: People Management/ Logistics & Operations/Customer Relations Management/Public Relations/Communications/Training & Development/Call Center Management/ Sales Support Duties & Responsibilities:
• Resolve customer complaints or answer customers' questions regarding policies and procedures.
• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Train or instruct employees in job duties or company policies or arrange for training to be provided.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Train trainers and supervisors in techniques and skills for training and dealing with clients.
• Design Training Modules, Training Manual and Training Policies.
• Conduct and Facilitate In-house Trainings.
• Conduct and analyze employee feedback, survey results and other forms of training needs and employee satisfaction measurements; and identify skills or knowledge gaps that need to be addressed
• Create and implement Roadmaps for individual staff together with the department head.
• Conduct Onboarding for new hires.
• Conduct Client Interview Orientation for candidates prior to endorsing candidates for client interviews. This includes Company Profile and Overview and Pre-Interview Questions.
• Conceptualize a web-based Performance Evaluation System.
• Work with the CEO and Technical Team on CE Training app for online training booking; develop and expand the training team headcount to fully cater to the needs of the company both internal and external.
• Map out a Training Calendar.
• Perform other Training, Engagement and HR-related duties as assigned. Sales & Training Manager
VMobile Technologies Inc. (May 2010- May 2011)
Industry: Telecommunications/IT Enabled Company/Retail Sales/e-Commerce Roles: People Management/ Logistics & Operations/Customer Relations Management/Public Relations/Communications/Training & Development/Call Center Management/Sales Support Duties & Responsibilities:
• Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.
• Monitor customer preferences to determine focus of sales efforts.
• Review operational records and reports to project sales and determine profitability.
• Visit franchised dealers to stimulate interest in the establishment or expansion of leasing programs.
• Assess the marketing potential of new and existing store locations, considering statistics and expenditures.
• Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.
• Provide current and prospective employees with information about policies, job duties, working conditions, wages, opportunities for promotion and employee benefits.
• Analyze training needs to design employee development, language training, and health and safety programs.
• Conduct and facilitate trainings using the following types and methods: o Instructor-led training
o e-Learning
o Simulation employee training
o Hands-on training
o Coaching or mentoring
o Lectures
o Group discussion and activities
o Role-playing
o Management-specific activities
o Case studies or other required
reading
Senior Sales and Training Supervisor
VMobile Technologies Inc. (September 2009- March 2010) Industry: Telecommunications/IT Enabled Company/Retail Sales/e-Commerce Roles: People Management/ Corporate & Retail Sales/Training & Development/Network and Dealer Development/Product and Technical Presentation Duties & Responsibilities:
• Conduct and facilitate training using the following methodologies: o Instructor-led training
o eLearning
o Simulation employee training
o Hands-on training
o Coaching or mentoring
o Lectures
o Group discussion and activities
o Role-playing
o Management-specific activities
o Case studies or other required
reading
• Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.
• Identify staff vacancies and recruit, interview and select applicants.
• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Resolve customer complaints regarding sales and service.
• Coach client representatives in effective communication with the public or with employees.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Train or instruct employees in job duties or company policies or arrange for training to be provided.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Recruit, interview, and select employees.
• Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance
Past Employments
1. Search Engine Optimization (SEO)
Researcher
PSG GLOBAL SOLUTIONS-
2008 to 2009
2. Subject Matter Expert/Sales Trainer
Etelecare Global Solutions
2004 to 2007
3. Customer Service Representative
EPLDT
2003 -2004
4. Cultural Affairs Officer IV
Makati City Government
1994 to 2002
Educational Background
Far Eastern University
Currently Taking-Up Juris Doctor Degree
(2018- )
University of Makati
Graduate of AB Political Science Major in
Local Governance & Public Policy
(1997-2001)
Makati Science High School
(1986-1990)
F. Benitez Elementary School
(1980-1986)
Personal Details
Civil Status: Married
Spouse Name: Leah Perreras Tercias
Occupation: Manager at Hyundai Asia Resources Inc. Citizenship: Filipino
Birthdate: December 24, 1973
Address: 2411 Leiva St., Sta. Ana Manila, 2009
*Character Reference Available Upon Request
Contact this candidate