Process Improvement Real Estate

Who am I

I help clients shape up their businesses by hiring the

right people, training their competencies, monitoring their results, identifying AFIs, promoting lean

processes, developing their workflows, enhancing

their culture through policy-making, and building and nurturing relationships with stakeholders.

APRILLE

VALDEZ

EXPERIENCED PROFESSIONAL

A quick summary of my skills

TRAINING

CUMULATIVE: 5 YEARS

- Built a training team, created programs/curriculums, training content, evaluation method/s, and team roles. Facilitated in-class and online trainings.

HR ADMIN/LEADERSHIP/PROJECT MANAGEMENT

CUMULATIVE: 4 YEARS

-Created policies. Initiated R&R initiatives, and created performance metrics. Handled various team and team levels.

What I can do for you

- Recruitment/Consultation

- Training/Consultation

- Writing (content, policies, scripts, academic),

typesetting, editing

- Minimal graphic design

- Customer Service/Quality/Consultation

- Process Improvement/Building

- Organizational Development

My contact info

Email: *************.**********@*****.***

LinkedIn: @aprillevaldez

Address: Manila, Philippines

Skype: Aprille Valdez

Upwork: Aprille V.

My certifications

DISC Profile

My published work

My Portfolio

Systems I can use

- Podio, Citrix, Globiflow, ASANA, Smartrecruiters

- Xencall, Roor, Stripe

- Canva, Trainual, Notion, Talla, Trello, Articulate 360, eLEAP, Photoshop

- G-Suite, MS Office

- Zendesk, Salesforce, Intercom, Hubstaff, Upwork

- Skype, Zoom, Slack, MS Teams

- Mac, Filmora, iMovie, Windows

QUALITY

CUMULATIVE: 4 YEARS

- Deep dives for data analysis to discover underlying causes of performance issues affecting NPS, agent productivity, and overall work quality

- Built a quality ticketing system to solve operational issues

- Created QA checklists, audited calls, and discussed findings with stakeholders

RECRUITMENT

CUMULATIVE: 7 YEARS

- Handled end-to-end recruitment starting from job role and ad creation, posting/management to job sites, paper screening, interviews, and endorsements (final/job offer/onboarding), and coordinated with various recruitment channels and Hiring Managers

WRITING

CUMULATIVE: 6 YEARS

- Authored numerous SOPs, articles, and blog posts. Some of my published work (that is free to share) can be found on my LinkedIN profile. I have also worked as an educational writer, content developer, and at one time, a lyricist! I also have proofreading and editing skills. PROCESS IMPROVEMENT

CUMULATIVE: 5 YEARS

- Built processes, workflows, and process/departmental structures. Revisited and tweaked processes to improve quality and agent and team performances. Initiated process improvement projects before in quality and operations.

Home-based/Freelance work

VARIOUS ROLES (BACK OFFICE)

BALSAM BRANDS (SEASONAL) 2020-2023

- Agent: Back Office (orders, refund, follow-ups throughs Salesforce)

- Recruiter: paper screening, initial interview, JO, correspondence

- Front Office Team Leader: handled 11 agents

MEMBER SUCCESS SPECIALIST

ACADIUM INC. 2019 - 2023

- Email support handling all customer concerns via Zendesk and Intercom

- Screened applicants for admission to the marketplace

- Customer retention and upselling, disputes

RECRUITMENT AND OPERATIONS SPECIALIST

PRIME CASH OFFER (US REAL ESTATE) 2021

- Handled end-to-end recruitment from job descriptions to onboarding

- Created training courses and published them on Trainual

- Structured and analyzed the company's teams through project management efforts for process improvement

- Improved quality structure for use in Operations

- Drafted contracts and HR policies

OPERATIONS SPECIALIST

JET CASH OFFER (US REAL ESTATE) 2019 - 2021

- Overseen daily operations

- Handled end-to-end recruitment from job descriptions to onboarding.

- Created training courses and published them on Trainual

- Created quality structure for use in Operations

- Automated workflows through Podio and Globiflow

- Drafted work policies, and employee-focused programs TECHNICAL WRITER

FLOWSTER INC, (FREELANCE) 2020 - 2021

Authored SOPs, blogs, and podcast summaries. All writeups were created to boost SEO ranking within the topic niche. CONTENT DEVELOPER

QUIPPER (FREELANCE) 2022 - 2023

- Wrote content for English K12 lessons for publishing on Quipper's learning app to serve as supplementary

materials for K12 students across the globe

APRILLE VALDEZ

EXPERIENCED PROFESSIONAL

Corporate work

INSTRUCTIONAL DESIGN SENIOR ANALYST

ACCENTURE 2018-2019

- Conducted deep dives on operational issues, and

formulated solutions to address such which are also feasible for all relevant stakeholders.

- Created training materials for LMS

TEAM LEADER (OPERATIONS)

CS-PAC GLOBAL BPO 2017 - 2018

- Handled a team of 15 back-office agents and oversaw the day-to-day operations of 12 accounts

- Conducted coaching and performance reviews and

acted as a point person for clients

COMMUNICATION SKILLS TRAINER

GENPACT 2016

- Conducted training on English communication skills

- Created training content

TRAINING AND RECRUITMENT SPECIALIST

DRAGONWELL TEA INC. 2014 - 2016

- Conducted TNAs, created training content, and

facilitated training

- Authored policies and process improvement projects

- Handled end-to-end recruitment from job descriptions to onboarding.

EDUCATIONAL WRITER/PRODUCTION

COORDINATOR

360 DIGITAL WORKS LTD. 2013 - 2014

- Authored scripts for videos for different school subjects

- Authored scripts and storyboards for documentary projects

- Lyricist, Casting, and Voice Director for musical projects

- As a Production Coordinator, oversaw projects,

delegated, monitored tasks and timelines, and reported progress to stakeholders

TRAINING MANAGER

CS-PAC GLOBAL BPO 2016 -2017

- Built the training team and conducted TNA

- Created workflows and a ticketing system for process improvement

- Created modules, facilitated training, and authored LMS content

Contact this candidate