Name: Wilhelm M. Gaza

Address: ** *** ***** **. *********, Pasig City 1603 Philippines

Telephone no. : (02) 8631-4622

Cell no. : +639**-*******

Email: adjbaf@r.postjobfree.com

SUMMARY OF QUALIFICATIONS:

18 Years of professional experience in the BPO industry

A seasoned Human Resource practitioner with extensive experience in Employee Relations, Labor Law administration, Policy formulation and administration, Compensation & Benefits, Employee Services & Engagement, Sourcing & Recruitment, Corporate Communications, and Performance Management

Proven track record in start-up operations of BPO and Captive Operations – with CBE Companies, Yell Adworks, and Allsectech

Experience in supporting BPOs with 300 to 5,000 manpower complement

Has a degree in Bachelor of Arts Major in Human Resource Management

Ability to work efficiently in a multi-cultural environment

WORK EXPERIENCE:

Jan 1, 2013 – May 15, 2020 Director, Human Resources (Full time, Regular) - CBE Companies

Administrative Officer (Project Based)

Responsible for managing end to end Human Resources activities and policies. Provides direction on Sourcing strategies, Recruitment & On-boarding practices, Employee Relations and Engagement matters, Compensation & Benefits administration, Labor Law & Policy governance, Employee Discipline and Separation procedures.

Work In partnership with the US based Executive Management Team, primarily with the Chief Human Resources Officer.

Collaborates with Senior Management and other Managers on-site in the development and implementation of effective internal policies and practices.

Provides internal consulting to Senior Management in order to facilitate planning and proactive decision making in managing the company’s employee satisfaction, values formation, employee discipline and its risk exposure of the company, and employee morale and development.

Serves as an initial point of advice, problem resolution, and facilitation in the area of employee relations, performance management, and employee discipline.

Provides, coordinates and oversees training of other managers and senior management with regards to general and specific Human Resources policies. Develops and delivers curriculum as appropriate.

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Works with HR Team in the analysis of job responsibilities and assessment of appropriate job classification for existing employees.

Authors and facilitates the introduction of internal HR process and system changes.

Provides individual advice and problem resolution to employees on employee career, benefits, and other issues.

Ensures the administration of individual employee benefits within policy parameters and monitors compliances with government regulations.

Oversees or conducts the gathering of information / investigate employee relations issues; coordinating with other managers as needed.

Authorizes employee discipline and termination.

Plan, organize and manage the human resource information system to maximize data integrity.

Manage business relationships with 3rd party vendors related to benefits plans, recruitment and sourcing, training, corporate and labor law, payroll, retirement, and funding strategy vendors.

April 2010 – December 2011 HR Head (Director Level) – Yell Mediaworks Philippines Inc.

Yell Adworks Philippines

Responsible for managing Human Resources, Recruitment and Corporate Communications in Manila. Would provide strategic leadership to a team of Managers and Officers in the development and implementation of initiatives in the following areas: Recruitment, Employee Relations, Employee Services, Compensation & Benefits, Employee Discipline, Employee Engagement, Employee Communications, Values Formation, Policy Administration, Training & Development, Performance Management and Career Planning.

Collaborates with senior management and other managers in the development and implementation of effective internal human resources operating policies and practices.

Provide internal consulting to senior management in order to facilitate planning and proactive decision-making in managing the company's recruitment strategies, total compensation package, including benefits, employee satisfaction and values formation, employee discipline and its risk exposure of the company, employee morale and development.

Serves as initial point of advice, problem resolution, and facilitation in the areas of employee relations, performance management, and employee discipline; advises both employees and management regarding employee relations policies, procedures, and documentation; researches, identifies, and analyzes specific employee relations concerns and makes appropriate recommendations to management.

Provides, coordinates, or oversees training of other managers and senior management with regards to general and specific human resources policies; develops and delivers curriculum, as appropriate.

Works with constituents to initiate requests for job evaluation and reclassification.

Collaborates with HR Management team in the analysis of job responsibilities and assessment of appropriate job classification for existing employees.

Coordinates and facilitates the introduction of internal HR process and systems changes; researches need and develops new and/or revised HR operating procedures as required to meet changing requirements.

Provides individual advice and problem resolution to employees on employee career, employee benefits, employee relations, and employee issues.

Ensures the administration of individual employee benefits within policy parameters and monitors compliance with policy, procedure, and documentation requirements; reviews and refers policy variations to HR

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Management team and the Compensation & Benefits Specialists, as appropriate.

Authorizes routine personnel actions and requests pertaining to existing employees and new hires, in accordance with established policies, procedures, and guidelines.

Oversees the gathering of information/investigate employee relations issues; coordinating with other managers as needed.

Coach managers concerning employee development, performance issues, and terminations.

Conduct training on employee programs for various behavioral programs.

Design, develop, and administer progressive and proactive compensation programs to attract and retain high-performing people and ensure fair, equitable, competitive, legal, and cost-effective programs.

Plan, organize, and manage the human resources information system to maximize data integrity

Manage business relationships with third party vendors related to benefits plans, training, sourcing and selection, labor relations and interact with Finance in determining funding strategy for benefits plans.

September 2009 – April 2010 HR-Employee Services Manager – Motif LTD.

Reports to the Senior Director of Human Resources

Manages the Employee Relations Group which is composed of all facets of HR, namely Employee Relations, Employee Engagement, Compensation & Benefits, HR Information Systems, HR Admin and Labor Relations.

Oversees employee retention, employee engagement, labor relations, and policy administration.

April 2008 – September 2009 HR Manager – Allsectech Manila, Inc.

Leads the Recruitment / Human Resources / Training & Development teams.

Directs and manages all HR initiatives.

Gives direction to the Employee Relations Group which is composed of all facets of HR, namely Employee Relations, Employee Engagement, Compensation & Benefits, HR Information Systems, HR Admin, Health & Wellness and Labor Relations.

Oversees employee retention, employee engagement, labor relations, and policy administration.

Oversees the Health & Wellness Group which handles the Company clinic and medical facilities of the organization.

Oversees the Compensation and Benefits Group which handles payroll administration, benefits administration, general personnel administration, and human resource information system.

Oversees the Internal Communication Group which handles the performance management and career development

Handles and oversees all Recruitment targets and goals.

Oversees the Talent Identification Group which handles hiring, marketing strategies, and manpower sourcing.

Gives direction to the Training and Development Group which handles employee development, management training, organization development and foundation training.

Oversee all training classes on voice & accent training, leadership training and other behavioral trainings.

Member of the Executive team and guides the organization regarding all human resources functions.

Communicates with the Head Office in Chennai, India regarding plans and implementation of strategic action.

Reports directly to the Country Manager.

Promotes an Employee friendly environment

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Nov 2006 – March 2008 HR Manager – ePerformax Contact Centers

Leads the Human Resources team for the Verizon business. Directs and manages all HR initiatives. Sits in the management committee.

Oversees and manages the Human Resources Department (Recruitment, Compensation & Benefits, Career Development, Labor Relations and Employee Relations) for the Verizon Business

Plans, directs and implements human resource policies, activities, communications and employee relations across all programs and departments.

Provides counsel and direction to managers, supervisors and employees regarding human resource policies and practices.

Manages department’s performance and productivity to ensure compliance to standards established by management; streamlined and effectively implemented policies and procedures.

Monitors the employee relations climate to assure effective management of the company’s human resources; provides guidance and direction to foster high levels of productivity and employee morale; assures effective communication of critical issues and best practices.

Jan 2006 – August 2006 HR Manager – APAC Customer Services, Inc.

Reports to the HR Director and to the VP for Human Resources.

Oversees and manages the Human Resources Department (Recruitment, Compensation & Benefits, Organizational Development, Labor Relations and Employee Relations)

Handles employee concerns and grievances, labor and litigation cases, employee health and security, execution of company events, activities, and promotions, enforcement of company policies and procedures, and headcount / attrition reporting.

Handles recruitment and staffing, sourcing and different marketing initiatives to encourage a steady flow of applicants

Initiates different initiatives for change management and organizational development

Facilitates and handles all labor and litigation cases filed against the company by former employees. Reviews all labor cases filed and maintains close coordination with partner law offices and the Department of Labor and Employment. Ensures the company’s compliance to employee rights and Philippine Labor Code provisions

Oversees the planning and execution of company activities and events that promote positive morale. Leads the team tasked with

planning and organizing company-wide activities, events, and promotions

Maintains close coordination with Program Managers of each Operations and Support group for dissemination of Human Resources updates, news, initiatives, and projects. Supervises the Employee Relations Associates and the HR Supervisors in the regular scheduling and facilitation of weekly meetings with Program Managers

Supervises the HR Supervisors in the updating and maintenance of the database for exit interviews conducted. Ensures accuracy in the reporting of data as derived from actual exit interviews conducted by the HR Supervisors

Implements existing company policies, procedures, rules, and regulations, ensuring the execution of consequence management policies as approved and recognized by the company. Ensures

compliance of all employees to the company’s rules, regulations, and labor laws with the assistance of immediate supervisors

Provides HR Trainings to all immediate supervisors and Managers. Equips all supervisors with the necessary knowledge and skills as they relate to the handling of employee grievances, HR due process, company policies, rules and regulations, and common Labor Code provisions

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Jan 2005 – Jan 2006 HR Generalist – Ambergris Solutions, Inc.

Reports to the HRD Manager.

Responsible for employee relations, employee grievances, career counseling, and employee development.

Screens candidates for promotion.

Ensures that proper documentation and due process is followed before termination.

Recommends proper sanction for employees who violated policies and regulation.

Monitors employee file for all programs and departments.

Coaches, motivates and develops Coordinators, Associates, and Assistants in the team.

Accomplish reports for employee retention purposes.

Responsible for doing exit interviews and analyze statistical results for the company to ensure improvement.

July 2004 – Jan 2005 HRD Officer – Ambergris Solutions, Inc.

Reports to Assistant Manager for HRD – Recruitment and to the Corporate Recruitment Manager and to VP for Human Resources

Responsible for doing final interviews for specified accounts

Coaches and motivates Associates by recognizing their efforts

Source, screens and interviews prospective candidates from staff to upper level management.

Develops and implements staffing strategies for company requisitions.

Coordinates with upper level management on all search requisitions.

Implements and manages team for their day to day requirements

Accomplish reports for recruitment statistics on all search and staffing activities

Coordinates and monitors the performance of the HRD Associates

Prepare and facilitate calibration session with Operations and Training

Sept 2003 – July 2004 Team Captain (HR Point Person) – Ambergris Solutions, Inc.

Reports to Operations Manager and Assistant Operations Managers

Responsible for a team of 10 to 22 agents in Dell CAG

Coaches and motivates CIA’s by recognizing their efforts

Conducts Team building or Training to ensure productivity and high performance of CIA’s

Ensures that CIA’s feel appreciated and rewarded for the hard work

Practice active listening with CIA’s for personnel development and career growth

Coordinates with Quality dept. with regards to audits of CIA’s

Reviews and conducts final interviews for applicants for the position of CIA for Dell CAG

Conducts interviews and gives evaluations for the Team Captain position either internally or externally hired.

Coordinates with Recruitment dept. with regards to program applicants

Coordinates with Training dept. with regards to new hires / trainees to join the program

Coordinates with Compensation & Benefits dept. for payroll and status change of all Dell – CAG employees

Represents Dell – CAG in all HR meetings such as HR @ the Lounge

Jan. 2000 – Nov. 2002 President/COO – Big Belly Inc.

Make reports for the Board of Directors, Vice-Chair, and the Chairman

Reviews all communication for the CEO and CFO

Overall in-charge of the company

Member - Board of Directors and represents the Board to the Executive committee of the Corp.

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May 1999 – Jan. 2000 General Manager – La Tin’s Foodshope

Manages overall operations of the restaurant

Creates Marketing Strategies

Checks and approves purchases for supplies and other materials needed

Approves payroll of employees

Nov. 1997 – May 1999 HRD Head – Computer Network Systems Corp.

Mosaic Communications, Inc.

Responsible for All aspects of HR; such as Recruitment, Wages & Benefits Administration, Employee Relations, Labor Rel., Training & Devt. nationwide

Member of the Management Committee and a permanent representative of MANCOM in the Executive Committee

Overall in-charge on Personnel Recruitment

Screens applicants for management’s interview

In-charge of accomplishing final bargaining of employment status and salary rate

Gives final orientation to new hires before they are endorsed to their respective division/dept. heads

Reviews and checks payroll for final approval

Overall responsible for the administration of the TNA

Conducts Telephone management, Customer Satisfaction, Values and Sales Program

Monitors submission of pre-employment papers

Recommends appointment and reappointment of new hires and current employees

Gives evaluation on the status of employment and implements its results

Checks and approves reports for SSS, Medicare, & BIR

Mar. 1997 – Sept. 1997 Training Coordinator – East West Banking Corp.

Interviews and orients new hires

Coordinates Values, Customer Service Program

Evaluates employees

Assign employees in branches

EDUCATION:

1994 – 1996 De La Salle University – College of Saint Benilde

Bachelor of Arts – Major in Human Resource Management

Dean’s List, Second Honors

(September 1996)

1992 – 1994 De La Salle University – College of Science

Bachelor of Science – Major in Biology

Pre – Med Studies

1988 – 1992 La Salle Greenhills

High School Diploma, March 1992

PERSONAL BACKGROUND:

Born on December 21, 1974 in Manila, Philippines. Fluently speaks English and Filipino. Knowledgeable in Microsoft Word, Excel, and Power Point. Extrovert, innovative, patient, adaptable, persistent, quality oriented, out-going guy who has a word of honor and is God fearing. Interested in billiards, badminton, and exploring the internet.

REFERENCES:

Available upon request.

Contact this candidate