Data-Driven HR & Operations Coordinator with Recruitment Focus
Resume:
ROBERT
BELLARMINE
BAGAY-
SANTOS
***.*****@******.***
WWW.LINKEDIN.COM/IN/ROBB
AGAYSANTOS
OBJECTIVE
Motivated and detail-oriented
experienced manager seeking a
remote or people-facing position to
leverage strong analytical skills and
proficiency in data analysis tools.
Eager to contribute to data-driven
decision-making processes and
support organizational goals through
employee engagement and insightful
data interpretation and reporting.
EXPERIENCE
HUMAN RESOURCES COORDINATOR/HOSPICE AND
PALLIATIVE CARE OF CALIFORNIA
LAKE FOREST, CALIFORNIA
NOVEMBER 2025 TO APRIL 2026
Managed full-cycle recruitment, onboarding, and employee recordkeeping while ensuring regulatory compliance and confidentiality. Tracked credentials, training, and mandatory certifications; supported audits; and assisted with daily HR operations such as payroll, timekeeping, benefits administration, and performance review monitoring. Provided responsive employee support, organized engagement activities and training events, and helped maintain accurate HR system data. Assisted with budget preparation, participated in community recruitment and outreach events, and collaborated with leadership to identify educational needs and develop orientation and continuing education programs. LOA and Benefits Accommodations. ADMINISTRATIVE ASSISTANT & VOLUNTEER
COORDINATOR/HOSPICE AND PALLIATIVE CARE OF
CALIFORNIA
LAKE FOREST, CALIFORNIA
NOVEMBER 2023 TO NOVEMBER 2025
Applicant screening. Training support. Staff management. Case scheduling. Administrative duties. Quality Assurance participation. General assistance. Volunteer training program. Recruitment. Needs assessment. Volunteer supervision. Statistics management. Personnel files. Program reevaluation. Coordination of meetings. Interdisciplinary collaboration. Quality improvement. Telephone and intake management. Data management. Employee scheduling. LOA and Benefits Accommodations. After-hours support.
ASSOCIATE MANAGER/WELLS FARGO
INTERNATIONAL SOLUTIONS
BONIFACIO GLOBAL CITY, PHILIPPINES
FEBRUARY 2022 TO MARCH 2023
Supervision of customer service representatives: oversee the handling of customer inquiries, complaints, and dispute resolutions to ensure timely and quality service.
Improvement identification: identify areas for enhancing customer service, policies, procedures, and risk controls.
2
SKILLS
MS Excel, Word, Powerpoint.
Windows. MacOS. Medical Records.
Medical Transcription. Performance
Management. Editing and
Proofreading. Internal Recruitment.
Workforce Management. Training.
Decision-making: make daily supervisory decisions to resolve issues regarding customers and staffing under management guidance. Collaboration: work with internal partners and relationship managers to enhance customer satisfaction.
Direct customer interaction: engage directly with external customers. Resource management: manage the allocation of personnel and financial resources for customer service operations. LOA and Benefits Accommodations: monitor leave requests, approve according to workforce forecasts to ensure employee satisfaction and workforce coverage.
Talent development: mentor and guide the professional development of team members and assist in the hiring process.
ASSISTANT CALL CENTER
MANAGER/TELEPERFORMANCE PHILIPPINES
BONIFACIO GLOBAL CITY, PHILIPPINES
JULY 2021 TO OCTOBER 2021
Service Level Management: Oversaw service levels and key performance metrics for Voice, Chat, and Email in the retail program, managing daily operations for over 60 employees.
Client and Management Liaison: Acted as a secondary contact for clients and US managers regarding productivity, staffing, and performance issues.
Client Relationship Management: Maintained effective communication with clients to ensure smooth information flow to Operations staff. Mentorship: Guided supervisors and supported agents to foster a positive work environment, facilitating promotions within the team. LOA and Benefits Accommodations: monitor leave requests, approve according to workforce forecasts to ensure employee satisfaction and workforce coverage.
3
Proficiency in Client Services: Maintained high proficiency in client services and policies.
Empowerment Initiatives: Initiated the creation of a Tier 2 group in Offshore, empowering Philippine agents for enhanced performance. ASSISTANT CALL CENTER
MANAGER/TELEPERFOMANCE PHILIPPINES
BAGUIO CITY, PHILIPPINES
MARCH 2010 TO JULY 2021
Service Level Management: Oversaw service levels and daily operations for over 150 employees alongside the Call Center Manager. Operational Analysis: Collaborated with the Center Manager to verify daily production hours against requirements and generated revenue analysis reports.
Client Liaison: Served as a secondary contact for clients and local managers regarding productivity, revenue, and invoicing. Leadership in Absence: Took on responsibilities in the absence of the Site Director and Center Manager to ensure service coverage, efficiency, and quality.
LOA and Benefits Accommodations: monitor leave requests, approve according to workforce forecasts to ensure employee satisfaction and workforce coverage.
Client Relationship Management: Maintained open communication and productive relationships with clients during on-site visits. Mentorship: Guided supervisors in supporting agents to foster a positive work environment.
Proficiency in Client Services: Maintained high proficiency in client services and policies.
4
Multi-Line Business Management: Handled various business lines, including Loan Originations, Customer Service, Collections, and Escalations across Manila and Baguio sites.
CUSTOMER SERVICE SUPERVISOR/TELEPERFORMANCE
PHILIPPINES
BAGUIO CITY, PHILIPPINES
MAY 2007 TO MARCH 2010
Performance Management: Provided feedback to 15-30 direct reports and prepared regular performance reports, contributing to team bonuses and positive annual appraisals.
Inbound Collections Leadership: Led the Inbound Collections Team, focusing on tracking dollar collections and payment rates, which enhanced client relations.
Call Volume Analysis: Analyzed delinquency call volume distribution, achieving an abandon rate of less than 1%.
Initiative Development: Launched the "Resolving Beyond Delinquency" initiative to support long-term loan success, improving customer satisfaction and resolution scores.
LOA and Benefits Accommodations: monitor leave requests, approve according to workforce forecasts to ensure employee satisfaction and workforce coverage.
Escalations Team Creation: Established the Philippine counterpart of the program’s Escalations team, enhancing agent capabilities and generating additional revenue.
Quality Improvement Collaboration: Delivered feedback to agents and identified quality issues, collaborating with the Operations Manager and Quality Assurance to create action plans.
EDITOR-IN-CHIEF & SUPERVISOR/PEOPLESUPPORT
PHILIPPINES, INC.
MAKATI CITY, METRO MANILA
APRIL 2006 TO MAY 2007
5
Supervised over 80 media transcriptionists for US-based news, documentaries, and reality shows, ensuring high-quality transcripts through detailed proofreading aligned with client specifications. Provided feedback and recommendations to address errors among direct reports. Maintained strict adherence to submission timelines while ensuring the validity and confidentiality of all content. CUSTOMER SERVICE
REPRESENTATIVE/PEOPLESUPPORT PHILIPPINES
MAKATI CITY, PHILIPPINES
OCTOBER 2002 TO APRIL 2006
Handled inbound requests for websites, DNS hosting, domain registration, and email services, delivering high-quality sales, technical support, and customer service across multiple channels. Managed VIP and escalation calls for complex products and accounts. Prepared daily sales reports for the account.
EDUCATION
BACHELOR OF SCIENCE IN NURSING/
Ongoing
CNI College (Anaheim, CA)
BACHELOR OF SCIENCE IN BIOLOGY/1998
Ateneo de Manila University (Quezon City, Philippines) REFERENCES
Available upon request.
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