Employee Relations Manager

Contact

+639********* (Home)

**********@*****.***

www.linkedin.com/in/lourdes-

franco-mendoza-a9a13452

(LinkedIn)

Top Skills

Call Center Management,

Recruitment and Admissions,

Employee Relations

Call Centers

Training

Certifications

Six Sigma Green Belt Professional

Six Sigma Yellow Belt Professional

Basic Occupational Safety & Health

(BOSH)

Lourdes Franco Mendoza

BPO Services / Site Director - Six Sigma Certified Region III - Central Luzon, Philippines

Summary

Experienced Site Director with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Organizational Structure, Operations Management, Coaching, Call Center and BPO Development, Customer Satisfaction, and Customer Retention. Strong operations professional with a Bachelor of Science in Secondary Education focused in Major in English/Language Arts Teacher Education.

Experience

Sargas, Inc.

7 years 4 months

Site Director

March 2015 - June 2020 (5 years 4 months)

Angeles City Pampanga

Oversees the whole company's Operations and Administrative processes, Clients' Relations, and Business Processing Centric. Determines the organization's operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; and analysis to organizational strategic plans and reviews. Maintains and improves the organization's operations and other departments by monitoring system performance; identifying and resolving problems; preparing and completing action plans; process improvement. Accomplishes organization's human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

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Meets the organization's financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Operations Manager

March 2013 - March 2015 (2 years 1 month)

Handle the whole productions floor with different campaigns and line of businesses

Handle campaign managers who handle a team of 10 - 20 agents Determine the needs of the client and oversee the quality of deliverables Manage team relationships effectively to ensure exceptional performance; as well as participate in the development and presentation of proposals for business development.

Coordinate balance by addressing the needs of key stakeholders Ensure the teams they are involved with are aware of the combined end goals; establish operations objectives and work plans

Delegate assignments to subordinate managers when necessary; and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction.

Advanpoint Inc

Operations Manager/OIC to the CEO

May 2012 - February 2013 (10 months)

Clark Freeport Zone Philippines

Handle the inhouse campaign in relation to Maritime Security and Offshore Expositions

Monitor the Operations Activities for both LOBS, Onboarding and Offboarding activities of Maritime Security. Facilitate process of approved Transactions; Validates Leads processing.

Ensure the teams are able to hit the required KPIs. Page 2 of 4

Workforce Management including Human Resources and Recruitment Processes.

Cyber City Teleservices

11 years 11 months

Recruitment & Admissions Head

July 2009 - December 2011 (2 years 6 months)

Work closely with recruiters to manage sourcing, interviewing and employment processes

Update current and design new recruiting procedures Keep track of recruiting metrics (e.g. time-to-hire and cost-per-hire) Implement new sourcing methods

Recommend ways to improve our employer brand

Coordinate with department managers to forecast future hiring needs Participate in job fairs and career events

Build the company’s professional network through relationships with HR professionals, colleges, Local Government Units and other partners Morale Welfare and Recreation Employee Relations Head February 2006 - July 2009 (3 years 6 months)

Clark Freeport Zone Philippines

Manage relationship between employer and employee

Use surveys, interviews, and other studies to conduct research regarding human resource policies, compensation, and other employment issues. After analyzing the information, makes recommendations on changes Develop and implement policies, programs and procedures related to Employee Relations

Implement recognition and appreciation programs across the organization Improve the company’s employer brand within the community Page 3 of 4

Call Center Sales Manager

May 2003 - February 2006 (2 years 10 months)

Clark Freeport Zone Philippines

Call Center Supervisor

July 2001 - May 2003 (1 year 11 months)

Clark Freeport Zone

Call Center Representative

February 2000 - July 2001 (1 year 6 months)

Clark Freeport Zone

Education

Guagua National Colleges

Bachelor of Science in Secondary Education, Major in English/Language Arts Teacher Education · (1996 - 1999)

Angeles University Foundation

Bachelor of Science in Physical Therapist, Physical Therapy/ Therapist · (1995 - 1996)

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