Center Agent Administrative Assistant
Resume:
Romulo S. Carillo, SHRM-SCP
**** ***** ****** *** *******, CA 94577
PROFESSIONAL SUMMARY
Dedicated Human Resources industry professional with fifteen years of experience in human resources. Offering 8 years of direct experience conducting objective examination of HR policies, practices and procedures to determine compliance to company policies and government regulations governing the employment relationship, employer’s obligation and human resources best practices. An additional 7 year of Benefit Analyst experience conducting benefits administration, employee orientation and onboarding.
SKILLS
Policy and Process Auditing
Benefits administration
Processing and Records
On-boarding and orientation
Communication
Organization
WORK HISTORY
Assistant Manager, Human Capital Resource Management
Teleperformance Philippines, Mandaluyong City, Philippines
July 2016 – September 2022
Teleperformance Philippines is a Business Process Outsourcing company operating call centers in the Philippines. We provide customer service to various clients in the telecommunication, hospitality, finance, and healthcare industry. The company has more than 56,000 employees in the country. Started as a Call Center Agent and currently holding the position of HR Assistant Manager – Human Capital Resource Management Auditor.
Reviewed and audited company projects and initiatives that resulted to saving Philippine Pesos 36 million in 2021. Performed periodic audits of Human Resources, Recruitment, Facilities, Security, Marketing and Communications departments that are all under the Human Capital Resource Management (HCRM) to ensure program compliance to company policies and government regulations, prepared and presented reports that reflect audit findings and document process, acted as an objective source of independent advice to ensure validity, legality and goal achievement, maintained an open communication with management and audit committee, conducted follow up audits to monitor management interventions.
Performed and controlled full audit cycle including risk management and compliance with all company policies and government regulations.
Monitors checklist and compliance to timely and accurate submission of HCRM reports, monitors HCRM asset disposal with procurement and 3rd party auctioneers, assist in project evaluation of cost reduction programs.
Interacted with different employees of HCRM to resolve issues with policies and process compliance.
Assistant Manager, Program Management and Solutions
Teleperformance Philippines, Mandaluyong City, Philippines
February 2012 – June 2016
Worked as a Lead Auditor managing Process Auditors assigned to audit execution of Operations closed loop process to achieve or improve Key Performance Indicators and Gross Margin targets.
Managed day-to-day work and performance of Process Auditors, drove operational improvements resulting to savings and improved profit margins.
Worked with various call center accounts to improve operations and provided exceptional client support.
Led team in delivery of audit findings.
Assistant Manager, Learning and Development
Teleperformance Philippines, Mandaluyong City, Philippines
February 2008 – February 2012
Execute learning strategies and programs, evaluate individual and organizational development needs, implement various learning method companywide (e.g. coaching, job-shadowing, online training)
Assess the success of development plans and help employees make the most of the learning opportunities.
Help managers develop their members through career pathing.
Hire and oversee Trainers and L&D Specialist.
Supervisor, Customer Service
Teleperformance Philippines, Mandaluyong City, Philippines
November 2004 – February 2008
Coached, developed and improved the confidence of new agents starting with the company’s New Hire Training program.
Resolved customer issues, improved operations and provided exceptional client support.
Customer Service Representative/Call Center Agent
2001-2004
Handled inbound subscriber calls from Sprint Telecom customers.
Resolved customer issues ensuring active listening, empathy is practiced all the time.
Ensured issue resolution and happy customers at the end of each call
Hospital Assistant Benefit Analyst
King Faisal Specialist Hospital Research Center, Riyadh, Saudi Arabia
1988 – 1995
The King Faisal Specialist Hospital and Research Center (KFSH&RC) is a tertiary referral hospital in Riyadh, Saudi Arabia. It offers primary and highly specialized inpatient and outpatient medical care. KFSH&RC also participates in many clinical and research studies. Worked as a Hospital Assistant functioning as Benefits Analyst with the following duties and responsibilities.
HR’s contact person in Leaves Administration, Process personnel paperwork including leave request forms, new hire packets and benefit information, supported employee on boarding by facilitating new hire orientation.
Monitored and maintained file security to safeguard confidentiality, maintained hardcopy file storage systems to maintain compliance with hospital regulations, conducted file audits to verify completeness and accuracy of all required documents.
Cross trained with other HR sections: Processing, Records, Employee Relations and Recruitment.
Senior Secretary/Administrative
Assistant
Dallah Avco Trans Arabia Co., Riyadh, Saudi Arabia
1982 – 1988
Dallah Avco Trans Arabia Co. is a contracting company providing Operation and Maintenance services to government facilities such as airports, universities, hospital and military camps. Duties and responsibilities are:
Served as Executive Secretary to Project Director of King Saud University Project contracting operations and maintenance of Central Utilities Services for the University. Managed an English/Arabic Translator, 2 English/Arabic Typist ensuring all administrative tasks are delivered promptly and efficiently. Mainly in charge of Incoming and Outgoing communication from project administration to client and corporate office.
Served as Liaison between company headquarters and project management team.
Oversee mailroom and project vehicle dispatch.
Attend executive meetings and prepares meeting minutes.
Savings and Current Account Bookkeeper
Rizal Commercial Banking Corporation, Philippines
1978 – 1982
Rizal Commercial Banking Corporation is a prestigious, private commercial bank. Duties and responsibilities are:
Recorded, maintained savings and current account of bank customers.
Performed daily transactions balancing for transmittal to bank head office.
Responds to phone and personal queries of customers concerning bank accounts.
Managed, received and transmitted check transactions to clearing house and advises customer when check is cleared.
EDUCATION
Bachelor of Science in Commerce, Major in Accounting
Polytechnic University of the Philippines
March 1982
CERTIFICATION
Society for Human Resource Management – Senior Certified Professional
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