Assistant Manager
Resume:
Charish Dianne A. Mascariñas
Block * Lot ** Palm River Subdivision Phase 2, Biasong Talisay City, Cebu
**************@*****.***
PERSONAL INFORMATION:
oDate of Birth: August 06, 1987
oPlace of Birth: Cagayan De Oro City
oNationality: Filipino
oMarital Status: Married
EMPLOYMENT ACHIEVEMENTS:
Optum Global Solutions
oTop TL in Training (Exceeding Quality, AHT & Attendance) - 2017
oTop TL for Q1 – 2017
oTop TL for Q2 – 2017
oTop TL for Q3- 2017
oTop TL Year to Date – 2017
oHighest Vital Signs Manager Effectiveness at 98% with Lowest Retention rate at 15% for 2017
oTop TL for Q1- 2018
Convergys Cebu
oTop Team Leader Q1 2015
oTop Team Leader Q2 2015
oThe only Assistant Leader chosen to on board a newly open TWC site – TWC Mega Mall
EMPLOYMENT HISTORY:
Performia Australia (August 2018 - Present) - HR/Recruitment Consultant -Home base
Roles/Responsibilities:
oRun and deliver the Full cycle hiring flow.
oIndependently manage the screening of different projects.
oScore and Evaluated candidate’s questionnaire align to the company’s policy.
oWritten effective job ads using Onlinejobs, Jobstreet, Indeed, Gumtree, Bdjobs.com (Bangladesh job Site), LinkedIn, Seek & Facebook
oInterview Candidates using Skype
oComplete reference checks.
oWritten Overview Reports
oMeet and exceed screening conversion targets (test completions)
oComplete other task with no follow up required.
oDid reception and managed candidate inquiries while doing HR duties.
oCommunicated with client's regarding updates per projects.
Optum Global Solutions (November 2016 – May 2018) – Assistant Manager
Roles/Responsibilities:
Team Leader
oTake part on screening newly hired agents that are profiled to our Department (pioneering account)
oDo Interviews and Validation
oProvide real time feedback and coaching to team members based on their performance on a daily basis.
oInitiate and Facilitate Training and Product Refresher.
oConsistently monitor performance by gathering data from (CMS,IEX, Insights, Nice)
oDo Side by Side & Live Monitoring to ensure real time feedback to correct impacting behavior.
oValidate & Process payroll.
oProcess Asset Movement (Machine Movement from Training to Production)
oDeliver Interim and Annual performance appraisal.
oDo Weekly Calibration (QA and Knowledge Touch base)
oWeekly/Monthly Meeting with the client (Team performance, Retention, Attendance)
oMeet or exceed all deadlines for reporting.
oTake on additional duties on project or site committees while maintaining daily duties
Convergys Philippines Services (Oct 2009-May 2016)
Team Leader (April 2013 - May 2016)
Floor Assistant (September 2012 - March 2013)
Technical Support Representative (Oct 2009 - August 2012)
Roles/Responsibilities:
Team Leader
oCoach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal.
oCommunicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
oConsistently monitor team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.
oMaintain relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, WFM, Quality, etc.
oMeet or exceed all deadlines for reporting.
oAnalyze trends and creating action plans that determine a solution.
oExposed to Microsoft Word, Outlook, Excel & Power Point.
oDemonstrate teamwork by supporting and assisting other Team Leaders.
oUsing strong communication skills, participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc a.
oTake on additional duties on project or site committees while maintaining daily duties
oResponsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
Concetrix (Linksys) Cagayan De Oro (March 2009- October 2009) - Technical Support Representative
oAssist customers on Modem and Router Installation
oInternet Troubleshooting
oHandle customer complaints and escalations
People Support Cebu (May 2008- March 2009) - Customer Support Representative
oProvide customer satisfaction by assisting customers on how to book, schedule and cancel flight, hotel and car reservations.
oHandle Customer complaints and escalations
EDUCATIONAL ATTAINMENT:
University of Cebu
A.B. Industrial Psychology
College Graduate (2004-2008)
Xavier University
B.S. Developmental Communication
College (2004)
St. Mary’s Academy of Tagoloan
High School Graduate (2000-2004)
Sta. Ana Elementary School
Elementary (1994-1999)
CHARACTER REFERENCE:
Metushael Manulat
Service Delivery Leader (Optum)
Clint Regalado
Training Manager (Optum)
Marie Carmen Valencia
Sale Operations Assistant (HelpFlow)
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