Manager Service Representative
Resume:
ALFONSO FIGUEROA
**************@*****.***
Self-starting, efficient, and reliable Delivery Manager with over ten years of experience in high-demand, fluid, and collaborative environments. Mission and goal-oriented self-starter with diversified skill sets culminating into an integral team member focused on the continued growth of the company.
https://www.linkedin.com/in/alfonso-figueroa-601004137/
Key Skills
Coaching
Client Management
People Management
Sourcing
Recruiting
Boolean Search
Customer Service
Reports
Internal Recruiting
External Recruiting
Client/Vendor Relations
Records Management
Team Building
Technical Skills
Microsoft OS
Certified: MS Office
Agent Desktop
Bullhorn
Jobdiva
Taleo
Oracle
HCM
Talent Cube
GitHub
SourceHub
Sky Recruit
Avature
SeekOut
Languages
English
Tagalog
RELEVANT EXPERIENCE
Delivery Head – Samiti Technology
Quezon City, Philippines
APRIL 2020 – PRESENT
oOverall responsible for Client and Operations Management for Manila office. Accountable for designing and/or delivering to customer SLA’s, monthly and quarterly business metrics.
oOversee performance of Manila site. Managing overall performance of Manager, Leads, Recruiters, Coordinators.
oOversee and direct all activities for multiple accounts- Healthcare, IT and Customer
oDeals with client relationship, management and service agreements
oAccountable for the management of designated Program Staff and Program Leadership.
oReview recruitment headcount and client allocation
oReviewing P&L and analyzing the needs of the company in terms of FTE.
HR Delivery Manager - IBM
Quezon City, Philippines
SEPTEMBER 2019 – APRIL 2020
oDeveloping and implementing the implementation project work plan including pre-planning items including but not limited to: scope definition; overall strategy; resource plans; financial plans; risk plans; quality plans; timelines; communication plans; launch objectives; tasks lists; project phases; meeting rhythm (if working with new clients)
oAccountability for designing and/or delivering to customer SLA’s, monthly and quarterly business metrics.
oOverseeing performance of a specific region. Managing overall performance of Leads, Recruiters, Coordinators.
oConsulting with clients in identifying system/process enhancements necessary to better align the solution with their business goals, including prioritizing those enhancements needed to meet project deadlines and budgets.
oReviewing risk and quality plans to ensure necessary mitigation and continuous improvement plans are identified and implemented.
oBuilding deep relationships with our customers and continuing to integrate our services when their needs change and value can be added.
oAccountable for the management of designated Program Staff and Program Leadership.
oAccountable for building and maintaining a high performing, experienced healthcare recruiting team focused on customer’s deliverables.
oResponsible for mentoring, coaching and developing team, recognizing strengths and weaknesses, and developing our future leaders.
oEnsuring the customer’s solution and recruitment process as designed is executed consistently across multiple sites.
oDeveloping and disseminating program status reports for internal and external stakeholders including Monthly Delivery documentation for Executive team, weekly status reports, and post-mortem analyses. (Quarterly Business Reviews).
oConduct daily, weekly huddles with Staff, cascading IBM and customer information as appropriate.
oDevelop and maintain relationships with any or all of the above: Human Resources Partners, Senior Human Resources personnel and Senior Delivery Managers, Recruitment Services Technology liaisons, Recruitment Resource Center Management.
oReviewing P&L and analyzing the needs of the company in terms of FTE.
Senior Recruitment Advisor – Cielo
Makati, Philippines
AUGUST 2018 – AUGUST 2019
oPoint of contact for 2 accounts (Fresenius & KPMG)
oInterview, screen and place candidates on key criteria, from entry to high level financial, accounting and IT related positions in order to successfully match job requirements and qualifications to any specific positions and client company culture
oCompetitive self-starter who communicates effectively with prospects, candidates and clients to ensure mutual satisfaction
oCommunicate effectively with sales, recruitment, research and administrative teams and manage the entire placement cycle
oSourced resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc
oHandling recruiters and managing their performance to hit or exceed the company and account metrics
oProviding day to day reports and providing feedback to our clients
Recruitment Team Manager – PSG Global Solutions
Makati, Philippines
MAY 2016 – AUGUST 2018
oGather and probe for all pertinent information in order to successfully match candidate personalities and qualifications to specific positions and client company environments
oInterview, screen and place candidates on key criteria, from entry to high level financial, accounting and IT related positions in order to successfully match job requirements and qualifications to any specific positions and client company culture
oCommunicate effectively with sales, recruitment, research and administrative teams and manage the entire placement cycle
oSourced resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc
oOverseeing the performance of Recruiters, Sourcers and Coordinators
oManaging day to day reports and providing feedback to our clients
Team Leader - Teleperformance
Makati, Philippines
FEBRUARY 2012 - FEBRUARY 2016
oManaging file for day end and hourly reporting
oPoint of contact for any hiring event for our account
oOrganized an improved work flow procedure for processing daily workloads
oHandled 20-30 direct reports for a hotel website account that support sales, service and chat
oProvided daily feedback to my manager regarding the status of my team
oExperienced calibrations from the client for information updates and policies of our hotels within the account
oTo monitor, coach, and enhance our agent’s performance in attaining or exceeding designated account and company metrics
oTo act and serve as management’s “Back Bone” and accountable for overall team success, morale and turnover rate of our staff
oTo lead, and motivate our direct reports in building their short and long term goal
oEnhanced customer service levels by including a standardized case status process.
oBecame the secondary point of contact for any internal interview request in-case our upper management is not around
oManaging quality assurance programs, supervising, hiring, and training other employees, monitoring existing processes and analyzing their effectiveness; and creating strategies to improve productivity and efficiency.
Subject Matter Expert
FEBRUARY 2011- FEBRUARY 2012
oInvolve in enhancing, define lay-out procedures, and implementing account processes posted in our internal tool called ASK.
oHandled 10-15 direct reports for a hotel website account that support sales, service and chat
oFamiliarize with all internal and external procedures of the supported travel account
oCollaborate with our clients and training department to in-line, strengthen and make sure our procedures posted in our internal tool is Agent and Customer friendly.
oResponsible in uploading, validating and improving processes in ASK Tool.
oAct as a reserve coaching specialist and support the upper management in conducting coaching, feedback sessions, focus group discussions, and other forms of providing information to our agents for them to consistently perform and exceed account and company metrics.
oManaged daily tasks and time sensitive items in fast paced environment.
Customer Service Representative
FEBRUARY 2010 – FEBRUARY 2011
oTaking inbound sales and service calls for HotelClub website
oResponsible in keeping our customers satisfaction in terms of service, experience and hotel bookings.
STANDOUTS
Became the point person for all weekly, monthly and quarterly metric reports which analyzed production and account procedures and other items. Promoted after a year from customer service representative to subject matter expert to a supervisory position where I lead and mold a group of team to meet or exceed our company and account metrics.
As the Subject Matter Expert, we developed a procedures for managing pay out disputes, process alignment, training, and requirements documentation.
Certified T.O.P.S - Teleperformance Operational Processes And Standards – A company training for all leaders to enhance our knowledge and skills in delivering excellent and effective coaching experience for our direct reports.
REFERENCES
References will be provided on request.
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