CURRICULUM VITAE

POSITION:

Objective:

To enhance my skills for personal and professional growth in an organization that offers a challenging and passionate career, where language skills and experiences will be exercised in view of the attainment of the organization’s vision and strategic goals

1.PERSONAL DATA

Name: Bernard Claude TSHUNZA NGOIE

Permanent Address: MC26, U502, BCDA, Diego Silang Village, Brgy. Ususan, Taguig City

Email Address: adlqdm@r.postjobfree.com

Contact Number: +63-915******* / +63-933-***-****

2.EDUCATIONAL QUALIFICATIONS

-Master of Arts in International Studies (High Pass) Miriam College, Graduate School, Katipunan Ave. Loyola Heights, Quezon City, 1108, Philippines, 2012-2015 Thesis Topic: Natural Resources and the Risk of Civil War Onset: The case of the DRCongo

-Candidate master’s in theology (Not finished)

Maryhill School of Theology, #62, 14th street, Corner Gilmore Avenue, New Manila, Quezon City, Philippines, 2008-2010

-Bachelor’s in philosophy and Human Sciences (Passed with Distinction)

Philosophat Saint Pierre Canisius Kimwenza Affiliated to Gregorian University, Rome

Kinshasa, Democratic Republic of the Congo, 2004-2006

Thesis Topic : L’Histoire, l’Oubli et la Mémoire chez Paul Ricoeur

-Bachelor’s in law - Economic and Social Department (Satisfaction)

Université de Lubumbashi, Extension de Likasi, Democratic Republic of the Congo, 2000-2003

Thesis Topic : L’Impact de L’Exploitation Minière Artisanale dans la ville de Likasi

-State Diploma of Literature in Latin and Philosophy

Collège Imara- Petit Prince High School

Lubumbashi, Democratic Republic of the Congo, 1994-2000

3.PROFESSIONAL EXPERIENCE & EXPERTISE

Process Lead (B1) French Canadian at Capgemini /HR Consultant at AECOM

Responsible for managing a team of 3-5 associates in providing the Employee Shared Services and HR Administration services to client’s employees using the French languages.

Responsible for daily delivering high quality and excellent customer services to the Client.

Responsible for leading, motivating and assigning workload tasks to the French team members.

Responsible for providing and validating translations of FAQ’s, policies, process, scripts etc.

Tasks and Accountabilities:

Demonstrate knowledge of processes and procedures relevant in Employee Self Service to client’s employees and HR Administration.

Supervise and motivate the French team to deliver high quality, professional and proactive day to day service to the Client with agreed SLA.

Act as a “Subject Matter Expert” for the French team and clarify their process related queries.

Process client’s escalations and continually seek out ways to improve client satisfaction.

Keep all required processes and documentations up to date (process maps and procedures)

Participate in preparing the HR related reports on workload management, SLA achievement including quality and process efficiency.

Monitor Workday and Service NOW tasks inbox and process the actions assigned to your role in the system for core HR processes.

Company: CAPGEMINI, Inc. From June 2018 up to present

Department: Global Human Resources Shared Services

Office address: 12th Floor, 10 West Campus Bldg., West McKinley Fort Bonifacio, Taguig City

French Multilingual Human Resources Specialist ( Outbound and Inbound Calls)

Nature of work: Processing emails, handling calls and translation queries of CGI employees from France, Morocco, Luxembourg, UK, India, Canada, USA, etc.

As HR Contact Center Associate

-To perform various administrative tasks via email and calls from CGI members and third party’s queries and inquiries.

-To help all CGI members worldwide in resolving at first point of contact.

-To answer readily the phone in a professional and efficient manner.

-To monitor the e-mail contact queue by assigning them to the appropriate HR Service Team.

-To provide language expertise and assistance with translation of documents for related cases,

-To actively share and contribute to the company's knowledge base.

-To assist the recruitment team for assessment and interview of new hires for French position,

-To provide feedbacks and reports to the Management Team.

As HR Quality Assurance Deputy, 2017

-Review cases, processes and evaluate quality and compliance of GHRMS operations in relation with currently established Contact Center processes, policies and procedures.

-Provide consulting services to the CC management regarding quality and compliance.

-Provide support to the CC management team in implementing proposed improvements.

-Prepare required documentation to support internal and external auditors.

As HR Trainer and Weekly Meeting Facilitator, 2017- 2018

-To redesign / restructure and improve the Training Plan and documentation for New joiner

-To train and produce excellent Trainees into performers.

-To conduct the certification training for the members transferred to Contact Center.

-To prepare the training materials, assessments used for the learning of new joiners.

-To report weekly to the Management the status update on the evolution of the new joiner.

-To prepare and facilitate the weekly team Meetings

Company: CGI PHILIPPINES INC, formerly Logica Inc. From August 2012- 2018

Department: Global Human Resources Member Services/ Contact center. Office address: 2nd floor, One World Square, McKinley hills, Taguig City, Philippines, 1634

Practitioner Customer Service Representative – French

Nature of work: Processing emails, handling calls and translation queries of IBM’s employees from Canada and USA

Responsibilities:

To assist IBM employees with quality Human Resources outsourcing services.

To handle globally HR concerns of IBM employees starting from recruitment to retirement.

To process all human resource related queries and transfer to appropriate service line (Onboarding, Contracts, Data Changes, Benefits, Payroll, Absences, Life Events and Leavers)

To assist the HR recruitment with interviews and assessments for French applicants.

To provide effectively and efficiently an excellent customer services by responding to customer enquiries of employees and third parties.

To build a global HR Operations function in supporting, monitoring, tracking and reporting of relevant SLA metrics.

Company: International Business Machines (IBM), From Dec 2011- June 2012

Account: IBM-Canada/Global Process Services/ Human Resources Contact Center,

Office address: 3rd Floor, Bldg. E UP Ayalaland –TechnoHub, Commonwealth Avenue Quezon City, Philippines

Trainings taken at IBM

Human Resources Support & Employee Data Management (IBM, Jan 2012), Human Resources: Compensation, Payroll, Expenses, Benefits, Life Events (IBM, 2012), Customer Service (IBM, Feb.2012), Human Resources: Recruitment Tool, Citrix (IBM, April 2012), Certified Yellow Belt Six Sigma (IBM, Mai 2012), First Aid in Red Cross (IBM, March 2012)

French Bilingual CSR and Process Owner (Project based/ Outbound call for French Regions in Europe and Canada)

Responsibilities:

Global verification of customer basic business information (outbound calls)

Calling Canadian based organizations using Canadian French

Verifying the business information of companies and institutions with work permits in Canada

Updating and outsourcing the business information of clients in the Citrix Data Base

Company: Sykes Marketing Services Incorporated (SMSI) From May 2011-Dec 2012

Office Address: 2/F, E-Com Building, Riverbanks Center, Marikina City, Philippines

4.SHORT COURSES AND TRAININGS ATTENDED

Knowledge in using several HR tools: Citrix tool, Siebel tool, Logica People System (LPS), People Soft Application (PSA), Oracle, Human Resources Service Center (HRSC), Human Capital Management (HCM), Workday and ServiceNow

-Computer Sciences and Basic IT Course

Knowledge in Microsoft Word, Window Installation, Internet, Presentations MS PowerPoint, MS Outlook and Spreadsheet MS Excel.

At Informatics College Quezon City, Inc. formerly IQCCI,

4/F SM City Annex, North EDSA, Brgy, Sto Cristo, Quezon City, Philippines, 2012

-Computer Hardware Repair and Maintenance

At Don Bosco Technical College,

736 Gen. Kalentong St, Mandaluyong City, Philippines, 2009

-English Conversation and Tutorial English Public Speaking

At Speech Power Language Center,

España, Manila, Philippines, 2008

-English Proficiency Program (EPP) and Intensive Course in English Language (ICEL)

At Institute of Foreign Languages and International Studies

Saint Louis University, Baguio City, Philippines, 2007-2008

-Business Processing Language Assessment System (BUPLAS Training)

At AECOM Philippines

14th Fl, 31st Street- 2nd Ave, Bonifacio Stopover Center, Taguig City, Philippines, 2018

-Certified Human Resource Professional Program Training

At International Federation of Professional Managers

Unit 505 East Tower, Tektite Bldg., PSE Center Ortigas, Pasig City, Philippines, 2018

-Spanish Language Course

At Instituto Cervantes

Ground Floor Tower One & Exchange Plaza, Ayala Triangle, Ayala Ave, Makati, Metro Manila, Philippines, 2019

-Human Resource Management

At ICON- International Management Training Academy

Unit 2902, 29F, 88 Corporate Center, Makati City, Philippines, 2019- 2020

5.SKILLS & LANGUAGE PROFICIENCY

Broad experience of working in a multicultural team

Good presentation skills.

Strong interpersonal and people skills

Excellent communication skills in English and in French

Excellent customer service skills

Strong computer and digital literacy skills

Dynamic personality with commitment to continuous learning

Experience in HR transition project (Workday and SNOW Tester)

International Languages: French and English - Fluent in both written and spoken.

National Languages: Swahili, Lingala and Tshiluba - Fluent in writing and speaking.

Basics: Tagalog and Spanish

6.ACHIEVEMENTS AND LEADERSHIP PRACTICES

2011: Co-founder of the Congolese Community in the Philippines and founder of the Congolese HR Consulting Group/ Philippines.

2012- 2014: Counselor in charge of Public Relations and manifestations of the CCP.

2017: Co-founder of the Philippines African Diaspora (PAD) that enabled all Africans in the Philippines to gather and share the African cultures.

2017: Member of the French Mass Community at Holy Trinity Church in McKinley Hills Taguig.

2017 -2019: President of the Congolese Community in the Philippines.

2018: Certificate of Completion for exceptional work and hard work that led to successful completion of the Service Rehearsal Testing (SRT) for Workday and Service Now Tools.

7.REFERENCE CONTACTS

Louis VUADI NGOMA, cicm

Home address: #60, 14 Street, New Manila, Quezon City, Philippines

Mobile: 092********, Email address: adlqdm@r.postjobfree.com

Freddy Muya Mulowayi

Home address: # 24, Tandang Street Marville II, Cavite City, Philippines

Mobile: 099********, Email address: adlqdm@r.postjobfree.com

Maricar Conanan DEJUAN

Home address: MC26, U502, BCDA, Diego Silang, Taguig City, Philippines

Mobile: 090********, Email address: adlqdm@r.postjobfree.com

FRENCH TRANSLATOR (Project based)

To interpret written documents in French or English and maintain their original meaning, format and tone

To read and thoroughly understanding the context of given material, using specialized dictionaries and translation tools and proofreading finished pieces of work.

Responsibilities:

Read given material and research industry-specific terminology

Translate texts and documents from one language to another one and vice versa.

Ensure translated content conveys original meaning

Cross-reference specialized dictionaries and translation tools to check quality of translation

Proofread translated texts for grammar, spelling and punctuation accuracy

Follow up with internal team members and clients to ensure translation meets their needs

Edit content with an eye toward maintaining its original format (e.g. font and structure)

Network with field experts to stay current on new translation tools and practices

Contact this candidate