Summary

An accomplished and highly skilled creative management professional with more than a decade of cross-industry and multi-disciplinary experience which covers eCommerce, retail, hospitality, technology, design, multimedia publication, medical service, human resource, and customer service. My biggest strength is powering up start-ups into a cohesive business enterprise. I have the expertise in developing and implementing programs to improve business operations and employee progression and the ability to create buy-in and promote a healthy, positive work environment by investing time and effort into training and development.

Work History

Manager, LABExpress/Healthplus Medical Services

October, 2018 – present / Las Pinas City, Metro Manila Oversees daily operations of remote laboratory facility primarily to freestanding and hospital-based dialysis centers in Central Luzon, Metro Manila and Southern Tagalog. Reversed the financial strains of the laboratory allowing it to pursue expansion into Northern Luzon by improving the quality and efficiency of the medical science and the transportation teams. Designed and implemented career up-skilling and continuing development program for the different staff members. Professionalized operations and expanded the marketing program to strengthen relationship with partner centers and opened new markets outside the dialysis centers. Improved system for facility and service upgrade to keep the laboratory abreast with trends and technology. Streamlined administrative including financial processes. Performance Coach, Quality Auditor, Case Manager, iQor, Teleperformance and Convergys

June, 2012 – April 2018 / Dasmariñas City, Cavite

Started as Customer Service Consultant for three BPO companies and rose to become Performance Coach, Quality Auditor and Case Manager for different accounts (telco, entertainment, design and printing). Resolved various concerns for inbound, outbound and non-voice customers. Managed escalations and cases raised by customers. Monitored agent performance ensuring policies and protocols are strictly observed. Promoted quality achievement and performance improvement across the organization to ensure compliance with client’s standards and policies. Coached and upskilled agents to ensure business delivery and professional growth. Supervised production onboarding for new hires. Training support as part of Path to Proficiency Program for new hires. Participated in calibration sessions to continuously sustain fulfillment of SLA. Solutions-oriented and results focused. Managed resource scheduling, quality assurance management and people engagement initiatives.

BABY YBAÑEZ HILONGOS

Lot 12 Block K3 San Francisco 1

Dasmarinas City, Cavite, Philippines

Mobile No.: +63-932*******

Email: adhc5j@r.postjobfree.com

Twitter: nigilongos

CORE

COMPETENCIES

FUNCTIONAL

Management & Supervision

Leadership Coaching &

Counseling

Training & Development

Mediation & Problem Solving

New Policy Development

High-Impact Presentation &

Public Speaking

Business Process

Improvements

Financial Management &

Forecasting

Computer Proficiency

BEHAVIORAL

Self-Motivated & Energetic

Systematic, motivated &

Task-Focused

Adaptable & Tenacious

Positive Outlook

Managing Partner, eNIGized Consultancies

June, 2012 – present / Dasmariñas City, Cavite

Offers business development and communication advise to clients. Develops and assists in the implementation of business development strategies, including marketing strategy, campaign delivery and monitoring, communications strategy and delivery. Designs media and public relations campaigns and strategies. Designs leadership and development programs. Develops stakeholder engagement internally and externally. Managing Partner, Infinimedia Designs

May, 2003 – June, 2012 / Parañaque, MM

Founding member and responsible for the development of the corporate vision and the marketing direction of this startup web services and training provider. Rolled out skills assessment of the founding team, allocating resources to specific tasks and designing skills upgrade program to enhance the marketability and professional appeal of the group. Developed the company's style standards for all aspects of design, production, training and operations.

Marketing/Web Administrator, International Hospital of Bahrain January, 2005 – July, 2015 / Jidhafs, Bahrain

Single-handedly managed all web operations and successfully achieved accreditation for the website from the Health-On-Net program based in Geneva, Switzerland. Developed the multi-tiered development of the website to slowly integrate the various operations of the hospital into the website. Managed the entire web development process from concept designing to coding and to maintenance. Supports the content development of the website geared towards medical informatics and telemedicine. Developed and maintained internal and external marketing and public relations paraphernalia. Developed branding appealing to the hospital’s target market. Took charge of design- side corporate communications. Provided support to internal public relations needs. Developed new media tools in promoting the hospital and its values. Prepared copies for press releases and other PR campaigns. Lead the development of the hospital’s marketing plan that launched a new customer-centric marketing program. Web Integration and Services Manager, IQuadrant Interactive September, 2001 – May, 2003 / Parañaque, MM

Planned, designed and supervised the integration of the company’s various operations into its interactive media services. Managed the development and maintenance of the client and corporate websites and the IQuadrant Intranet. Designed the company’s proprietary Content Management System called MerQuery. Reviewed and evaluated emerging technologies and recommended appropriate course of action including procurement of hardware and software, hiring of additional staff and conduct of training sessions. Supervised merger with Infinimedia Designs in April-May, 2003. Project Manager, Computer Horizons

September, 1999–August, 2001 / Riyadh, KSA

Single-handedly developed the Web Development Services of the company from ground up including the preparation of its business plan. Supervised the operations of the department from client prospecting to planning, design, implementation and maintenance of projects. Responsible for human resource development including evaluation and hiring of personnel and training programs for employees. Distinguished Toastmaster

Achieved the highest individual

distinction as a Toastmaster six times –

Distinguished Toastmaster (DTM) – and

the youngest to do so in the Middle

East. Served as President to four

Toastmasters Clubs and led all Clubs to

the highest Club distinction –

President’s Distinguished Club. Edited

two Club newsletters which both

received Top Ten Newsletters of the

World Contests awards from

Toastmasters International. Sponsored

and mentored more than 30 new Clubs

in Riyadh, Bahrain and the Philippines.

Mentored 200 new Toastmasters in ten

years. Designed, organized and

conducted training programs such as

Excellence in Leadership, Quality

Speech Contests, World-class

Newsletters, Impromptu Speaking,

Humorously Speaking, Group

Mentoring, Parliamentary Procedures,

Improving Thinking Skills and Art of

Effective Evaluation. Initiated the

Young Toastmasters Program for

students aged 8- 16. Organized a

Speakers’ Bureau and a Community

Contact Team that conduct free

seminars to different community

organizations. Served as Public

Relations Manager for Philippine

Toastmasters for 2019-2020 and as

District Trainer for 2020-2021.

Accomplished Community

Leader

Designed and Organized the Computer

Society of Filipinos in Riyadh

(COMSOFIL) Cluster Education

Program, a two-month hands-on IT

training which has helped almost 3000

OFWs in Riyadh, Kingdom of Saudi

Arabia since 2000. The Cluster Program

transformed COMSOFIL from a budding

community organization into one of

the, if not the most, leading

organizations in the kingdom. The

program has repeatedly been featured

in local publications. Initiated the

Riyadh One Internet Day festivities in

conjunction with the Philippine

celebration of the advent of Internet in

the country and in 2002, started the

Riyadh Web Development

Competitions. Pioneered the TEDx

initiative in Bahrain by organizing the

first ever TEDxBahrainona, an

independently organized TED event.

Partnership Sites Site Supervisor, Asian Sources

June, 1996–June, 1999 / Makati, MM

Managed the production of websites, both during the development and maintenance stages. Recommended new approaches to make the marketing goals more efficient and effective. Enhanced and promoted the use of OMO-based program to automate data-entry for and generation of the database. Prepared the plans, schedules and other guidelines including the style guide. As per last marketing report prior to my departure, 30% increase in sold images, unit of web ad space the company sells to buyers.

Creative Director, Creativideo AVS

January, 1994–May, 1996 / Taguig, MM

Managed business operations including all coverages, allocating resources thereof. Prepared scripts for the various coverages. Managed post-production work on editing of rough and raw shoots. Implemented training program for new recruits.

Education

Received academic distinctions from the Department of Communication Arts for outstanding academic output in Theater Arts, Advertising, Film, Writing and Public Relations. Active in both curricular and extra-curricular activities and received various citations thereof. Served as the charter president of the Communication Arts Club organizing ground- breaking projects designed to support curricular programs such as production of Broadway musicales and local scripts, themed exhibits, summer workshops and other events. Interests

Photography, videography, travelling, cooking, writing prose and poetry, computers, graphic arts. References available upon request.

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