Angela Verzosa, Pmp®, Rcic-Irb Email & Phone Number

Sault Ste. Marie, On, Ca

Sault Ste. Marie, Ontario, Canada

- Dedicated to upholding the organization's mission, vision, and values- Operate in the organization's best interests, with honesty and good faith- Exhibit care, diligence, and a level of skill commensurate with prudent professionals- Contribute unique expertise and skills to inform board discussions and decisions- Possess strong and effective communication abilities- Devote the necessary time for board and committee meeting preparation and attendance- Adhere to the organization's By-laws, policies, and commitments, including the Oath of Office, Confidentiality Agreement, and Conflict of Interest policies.

Sault Ste. Marie, Ontario, Canada

Sault Ste. Marie, Ontario, Canada

Dedicated to driving success at Sault Area Hospital (SAH), I oversee the project portfolio, reporting directly to Senior Leadership on key priorities. As a seasoned project management professional, I provide strategic direction, tools, and education to Project Owners, ensuring seamless collaboration among IT, business/operational users, and third-party contractors. My role involves leading the implementation and evolution of SAH PM principles, prioritizing projects aligned with the organizational strategy, and delivering consistent, successful outcomes.I actively contribute to best practice methods, offering feedback on project documents, success accountabilities, scope, budget, timelines, and risks. Additionally, I maintain and enhance SAH PM principles and processes, developing tools, templates, and educational materials. My responsibilities include identifying, mitigating, and managing risks associated with corporate projects, supporting successful project outcomes.I excel in developing and maintaining comprehensive project plans, liaising with stakeholders, reporting on project progress, and drafting budget proposals. I am adept at negotiating with department managers for required personnel and proactively managing changes in project scope through a robust Change Management process. As a continuous improvement advocate, I coach project team members and employees in effective change communication, fostering a culture of excellence.

Sault Ste. Marie, On

Dedicated to fostering student learning, I excel in providing effective instruction and conducting evaluations across all assigned classes. I meticulously develop course curriculum, handouts, lectures, labs, and presentations, ensuring a comprehensive and engaging learning experience. I am committed to the consistent utilization of the College Learning Management System (LMS) throughout the semester, enhancing the accessibility and efficiency of educational resources.A proactive participant in program-level learning assessment, I contribute to articulating learning outcomes, administering measures, evaluating student performance, and suggesting improvements for enhanced learning. Collaborating with fellow faculty and administrators, I actively engage in shaping program curriculum, standards, and policies, and provide valuable input in the textbook selection process.Maintaining open communication channels, I am readily available to students via email, phone, or personal conferences, fostering a supportive learning environment. I take charge of assigning grades and diligently manage course and student records. Adapting to a flexible weekly schedule, I prioritize facilitating student learning and access while meeting all classes and other scheduled responsibilities.A committed academic professional, I attend commencement ceremonies and other events relevant to my discipline or program. Additionally, I willingly undertake other academically related duties as assigned by management, contributing to the overall success of the educational institution.

Sault Ste. Marie, Ontario

I served as the primary point of contact, directly managing Operations Managers and reporting to the Senior Director in Boston. In this role, I owned the site's culture, focusing on attrition and engagement, and was accountable for the Profit and Loss (P&L) statements, meticulously managing financial budgets and savings.Driving overall program performance, I took timely actions for preventative and corrective measures. Anticipating client needs, I presented innovative ideas to enhance satisfaction, prioritized deliveries aligned with business needs, and managed issues and escalations collaboratively with leadership.Contributing to a culture of continuous improvement, I implemented systems for daily workflow monitoring, ensuring smooth operations, cost containment, and quality aligned with company and client initiatives. Administering policies and procedures for consistency, I maintained an understanding of systems, telecommunications, and operational capabilities.As part of the Operations leadership team, I provided updates on client initiatives and oversaw the delivery of multiple projects and programs, consistently achieving plan objectives. Utilizing disciplined processes, I ensured the highest level of service delivery, identified and approved financial and human resource requirements, and managed plans, schedules, and budgets.Presenting effective presentations on program status to Management, I provided hands-on leadership, motivation, and direction to staff, playing a crucial role in the success of the Operations team. My tenure in this role highlights my commitment to operational excellence, strategic planning, and fostering a positive and innovative work culture.

Toronto, Canada Area

As a dynamic professional, I excelled in providing and documenting performance feedback through comprehensive methods such as side-by-side coaching, performance reviews, goal-setting, and deficiency management. My commitment extended to the holistic development of our team, actively participating in sourcing, hiring, training, and resource selection. I adeptly addressed human resources issues, including attendance and interpersonal relationships in the workplace, leveraging my expertise and consulting with the Vendor Manager, Program Manager, and Human Resources for guidance when needed.In the realm of client service, I effectively managed service levels in alignment with client contract agreements, engaging with clients daily and offering insightful analysis of performance metrics. Enhancing the efficiency of call monitoring, I collaborated closely with the quality department to calibrate processes, ensuring optimal performance while controlling costs through strategic staff management within budgeted headcount.My approach was grounded in data-driven decision-making, utilizing reporting tools to drive improvements in individual, team, and queue performance. I navigated change by fostering effective communication and providing support during periods of transition. Active participation in cross-functional meetings allowed me to contribute valuable input on improvement opportunities and align call center operations with overarching business goals, quality standards, processes, procedures, and policies.Beyond operational management, I executed and administered motivational programs designed to boost team morale and performance, including incentives, contests, and team performance programs. This multifaceted role highlighted my dedication to enhancing team dynamics, optimizing operational efficiency, and fostering a positive and productive work environment.

HR, Benefits, EDM, C&B, Payroll (Core and Non-core), Travel & Expense, Recruitment (Core/Tech & Reports):• Client Facing: Talks, coordinates and acts as single point-of-contact (SPOC) of Delivery Project Executive (DPE), Project Executive (PE) and clients on any account specific deliverables and issues for the smooth implementation of services provided to them including Change Management, Issues, Incidents and Escalations Management, Business Continuity Plan Management, etc.• Service Delivery and Performance: Ensure that account’s Service Level Agreements (SLA) and Operating Level Agreement (OLA) are met. Approves and gives relevant inputs on RCA report to ensure it addresses client’s needs and prevents the same issue from recurring again. Works with the domain team to ensure actions are both remedial and long term solutions as part of 8D RCA.• Financial Management: Manages financial performance of the account in accordance with planned budget including development of yearly Fall Commitment Plan together with DPE & PE. Works with domains cost metrics by providing inputs to maximize resources to ensure cost effectiveness and efficiency and providing inputs coming from the clients’ side.• HR, People and Organizational Management: Reviews and approves capability building initiatives to ensure efficiency of employees assigned within the account; plan, organize, direct, control and evaluate the operations of human resources department; plan HR requirements in conjunction with other departmental managers; • Report Generation: Provides timely and accurate report/information as needed by the center, client, DPE & PE• Business Controls: Communicates client-specific business control guidelines to the domain and monitors adherence• Others: Work with the Domain Leaders/Directors/4th Line Managers, Transition Manager and Solutions Team, related to all new accounts being migrated to the center and to attend and review all required toll-gates and transition checkpoints

• Plan, organize, direct, control and evaluate the operations of human resources department – ESC Ops for Payroll, HR Programs, Benefits and Travel and Expense Towers in the achievement of its objectives in the qualitative and quantitative metrics of performance agreed in the Scope of Work. • Plan human resource requirements in conjunction with other departmental managers; • Co-ordinate internal and external training and recruitment activities; • Develop and implement labour relations policies and procedures and negotiate collective agreements; • Advise and assist other departmental managers on interpretation and administration of personnel policies and programs; • Organize and conduct employee information meetings on employment policy, benefits and compensation and participate actively on various joint committees; • Direct the organization's quality management program; analyze statistical data to identify trends or opportunities for improvement• Lead process transformation during knowledge transfer and ensure completion. • Achieve targeted performance by real time monitoring of the program performance and making adjustments to meet service levels. • Actively supports the Business Conduct Guidelines, taking ownership of company ideas/decisions. • Evaluates performance of subordinates; and recommends staff salary increases, promotion and development to maintain a highly motivated workforce. • Provide weekly and monthly reports as to program statistics, trends and issues to 3rd/4th Line OM, Associate Deputy Project Executive and/or clients (as deemed necessary).

IBM Training (US and Canada -- English and French Resources) · Act as the first level of escalations and resolve all people issues within the team through regular feedback, One on Ones & Team Meetings. · Responsible for managing a team of Customer Interface Associates/Helpdesk Representatives ensuring smooth flow of day-to-day operations and customer support to customers and employees alike · Anticipate & plan for new hires; gets involved in hiring; prepare for team schedules; plan for resources based on volume projection and current available head count and allocate responsibilities · Understand performance metrics; Perform trends analysis; Recommend & execute suitable actions to the clients; Make process improvements to ensure delivery on all performance CTQs; Know best practices from other teams · Ensures efficient handling of customer remittances, inquiries, complaints and timely submission of reports to different units of the companyHuman Resource Area: · Plan, organize, direct, control and evaluate the operations of human resources department; · Co-ordinate internal and external training and recruitment activities; · Negotiate collective agreements; · Advise and assist other departmental managers on interpretation and administration of personnel policies and programs; · Organize and conduct employee information meetings on employment policy, benefits and compensation and participate actively on various joint committees.

IBM Teach US (IBM Training)Administrative Roles• Primary Representative for System Technology Group Order Process (STG)• Primary Representative for Education Package Online Account (EDPACK)• Primary for Teleweb (Chat Support) • Back up for World Trade Enrollments, Visa Letters &TeachnetInbound Phone Time Duties• Primary duties include familiarization to different products and services IBM offers to its clients, rendering quality calls, meeting / exceeding expected goals, attending to customer’s needs and escalating calls to the appropriate department, if necessary• Practice ownership and responsibility to all calls handled • Representing the client with a highest level of professionalism

Graduate Diploma In Immigration And Citizenship Law, Immigration

Master In Management

Thesis Title: Employee Attrition and Retention in BPO Industry: A study on turnover rates and how to keep your employees

Bachelor Of Science, Accountancy

Activities and Societies: JPIA Club Member - Junior Philippine Institute of Accountants