Human Resource Manager, Employee Relations, Labor Relations
Resume:
Career Profile
A Senior Manager with 18 years of experience in Customer Service Delivery and Human Resources for 2 Global Business Process Outsourcing companies in the Philippines. A high performing executive with a proven track record of accomplishments in project management, business analytics, and Employee/Labor Relations leading to continuity and expansion of programs with the addition of new lines of business. An Individual that values people, community involvement, opportunities for growth and commitment to excellence within a leadership style that develops, supports and promotes a team culture of competency, efficiency and effectiveness at all levels.
Core Strength
Good team player, demonstrates leadership qualities, people skills, and promotes interdependent culture
Self-motivated and hard worker with a high level of integrity to meet deadlines.
Enthusiastic and committed to all types of work initiatives.
Strong interpersonal, technical and analytical skills.
Defining program needs, analyzing and creating applicable solutions to operation’s needs
Ability to work well under pressure and deal with difficult clients, employees and vendors
Business Experience
Sutherland Global Services Philippines (April 2010 - present)
Human Resources -Sr. Manager (July 2012- Present)– Sutherland Global Services Philippines for Camarines Sur site
Skills/Responsibilities:
Leads and oversees day-to-day delivery and execution of HR services and/or its processes
To be a business partner with the programs in supporting their deliverables and ensuring profitable business for the company
Perform a variety of tasks to ensure well-being of employees which would transmit to their maximum performance at work
Ensure HR plans support the needs of the business but are also flexible enough to cope with changes in the organization, as and when they occur
Deal with any performance or grievance issues in a legally compliant and professional way
Provide day to day advice to line managers on all human resource issues: management of employees, compensation and benefits, etc.
Represents company on labor-related cases filed with the National Labor Relations Commission and Department of Labor and Employment
Well-versed with the Labor Laws and policies in the country and help lobby with both government and Private sector agencies when needed
Leads in the promotion of a professional atmosphere that encourages Employee Engagement, through the development of activities to demonstrate management visibility, fair and consistent resolution of issues, build team spirit, and improve wellness and morale
Senior Account Manager – Sutherland Global Services Philippines for Camarines Sur site Apr. 2010 – July 2012
PETCO Animal Supplies Incorporated
Responsibilities:
To ensure continuity and growth of the program
To meet and exceed KPI and metrics set by the client
Come up with correction steps and implement them in the team to improve performance
Work in partnership with synergy partners from the different support group and come up with cohesive and strong team working towards the same targets or results
To ensure the needs and expectations of clients are met
Promoting performance improvement throughout the organization
Setting up and maintaining controls and documentation procedures.
Identifying relevant quality-related training needs and delivering training.
Collating and analyzing performance data and charts against defined parameters and ensuring tests and procedures are properly understood.
Previous assignments in brief
Account Manager - ePLDT Ventus- Parlance Dec. 2006- Sept. 2009
(CSM) Technical Support
Center Management
-Driver for the Center: Real-time monitoring on the center’s performance AHT and QA
-Creates incentives/projects for the center to drive performance in terms of Attendance, QA, AHT and Production Minutes
-Watches out on the KPI’s (Key Performance Indicator) of the center.
-Problem Solving Expert: resolves problems by creating action items for the center to enforce.
-Assists in HR Recruitment process by conducting the Final interviews and segregating agents depending on which project he/she is well-suited for.
-Coordinates with other departments in ensuring all systems are in good condition for operations.
Division Performance Management
-Handles 3-6 Supervisors (Coaches) in a division comprising of 30-60 agents.
-Checks on deliverables and ensures meeting of goals set by the client
-Creates Incentives to entice performance and healthy competition within the division.
-Create and suggests materials to training for the improvement of Newhire training..
Customer Service Officer - ePLDT Ventus- Parlance Oct. 2006- Dec. 2006
(CSO)Technical Support (EDGE)
-Facilitates the supervisors (coaches) handling the New hires while they’re being conditioned for the floor
-Streamlines the process for training new hires and gives recommendation to training on how to better prepare new hires before joining a regular team.
Customer Service Supervisor - ePLDT Ventus- Parlance May 2006- Sept. 2006
(Coach II)-Technical Support
Customer Service Supervisor - ePLDT Ventus- Parlance June 2005- May 2006
(Coach II)-Inbound/Card swap
Customer Service Supervisor - ePLDT Ventus- Parlance Sept. 2004 - June 2005
(Coach I)-Card swap Project
Customer Service Buddy - ePLDT Ventus- Parlance May 2004 – Aug. 2004
(CSR III)
Welcome Call Specialist - ePLDT Ventus- Parlance May 2004- Aug. 2004
(CSRII)
Customer Service Representative - ePLDT Ventus- Parlance May 2002 – Apr. 2004
(CSR)
Language Instructor - U.S. Peace Corps - Dumaguete City, Philippines March – May 2001
Education Background
Bachelor of Science in Business Administration Major in Legal management
Ateneo De Naga University
Master In Management Program
Bicol University
Bachelor of Science in Human Resource Development Management
University of Nueva Caceres
Trainings and Certifications
Call Center Excellence- Customer Satisfaction 2004
Guthrie Jensen
Consumer Satellite Services Training May 27-June 14, 2002
Parlance Systems Inc.
Business English Training May 13-24, 2002
PLDT- Boni Branch
Mandaluyong City
Training of Trainors March 13-31, 2001
U.S. Peace Corps Phils.
Dumaguete City
Personal Particulars
Date of Birth: March 24, 1979
Present Address: Azucena St. Naga City Subd, Naga City
Permanent address: Azucena St., Naga City Subdivision, Naga City
Valid Filipino Passport w/ valid U.S. Visa
Reference: Available on request.
Giani Carlos Felarca
Senior Manager- Human Resources
Naga City, Camarines Sur
Philippine
Ms. Giani Carlos Felarca
Senior Manager – Human Resources
Phone: +63-908-***-**** E-mail: *********@*****.***
Contact this candidate