BPO Professional with QA & Compliance Expertise
Resume:
Poblacion *, Clarin, Misamis
Occidental **** Philippines
***************@*****.***
Recruitment Specialist
Effective communication
Problem-solving
Attention to detail
Adaptability
Resilience
Time management
Payment processing
Data entry
Lead generation
Appointment setting
Collaboration and Teamwork
Coaching and Training
My Contact
Skillset
Bachelor of Arts Major in English
1997 - 2001 Baliuag University
Maylene Jimenez
Education Background
Work Experience
Compliance Analyst SM Digital Partners
Florida, U.S.A
August 2024 - February 2026
Reviews and checks contracts, ensuring adherence to legal and regulatory requirements.
Intake Specialist
March 2024 - July 2024
Inbound and Outbound calls
Collects and documents essential client data such as personal details, contact information, and reasons for seeking pre-settlement cash advance.
Ensures all intake processes adhere to relevant regulations, policies, and procedures
Quality Assurance
Analyst Lexie Staffing and
Business Consulting
June 2021 - January 2024
Ensures compliance by closely monitoring endorsements to meet quality standards
Collaborates with different departments to identify, simplify, and implement processes and standards to enhance the quality side of the company
Team up with HR to conduct the final interview for the Recruitment Associate application
Partners with the Learning and Development team for orientation and evaluation of new hire training
Creates initiatives and development programs
Outlines quality assurance policies, guidelines, and procedures
Performs coaching sessions that address improvement opportunities.
Analyzes Business Partner feedback to establish the reason for the remarks.
June 2019 - May 2021
Outbound calls
Sourcing leads through different social media platforms Screens candidates that best fit the company's future goals Set appointments for onsite applications required by the business partner or client
Follow up with candidates and ensure timely communication to keep them engaged
Recruitment Specialist
Tools & Application
Customer Relationship Management (CRM)
Google Sheet and Form
Microsoft Word, Outlook, Teams
Five9, Time Doctor, Slack
Zoom Synology, Avaya
Vicibox/Vicidial
Roundcube
Webmail
Work Experience
Business Process Outsourcing (BPO)
VXI Global July 2017 - December 2018
Holdings
Results Manila
Inc. July 2013 - December 2016
Teleperformance July 2012 - June 2013
Sykes Marketing
Services Inc. July 2011 - May 2012
KGB Philippines November 2007 - June 2011
Telus International
Philippines
November 2007 - June 2011
11 years and 2 months experience in Business Process Outsourcing (BPO) Inbound international and voice accounts (USA, Canada, and UK) Graveyard and shifting schedule
Resolving account discrepancies, providing accurate information, and satisfactory answers to the customer’s queries and concerns about the bill for their cable TV, online streaming application, broadband internet, landline and mobile phone, game console, online shipment, home theater, MP4, and adding minutes to a prepaid phone. Describing menu items in detail, taking orders and payments from customers over the phone and entering the order into the computer system. Explaining product features and functionalities, and guiding the customer through basic troubleshooting and creating a ticket for the technician’s visit. Suggesting upgrades and upselling additional items and services that may benefit the customer
Helping callers locate specific businesses, residences, or public buildings with mapping assistance.
Connecting local and long distance calls and assisting customers with charges to incorrectly dialed numbers
Reference:
Mira Grace Bautista
Recruitment Manager - SMDigital Partners
Julie Sumalpong
Team mate - SMDigital Partners
Jan Balagtas
Team Leader - Lexie Staffing and Business Consulting
Contact this candidate