Barbie Jaranilla Email & Phone Number

Managed the company’s global platform for digital signage, responsible for daily operations, project intake and client/vendor relationship management.Successfully manage daily content and technical operations of the platform with 400+ endpoints across 40+ locations around the globeResponsible for 10-20% platform expansion year-on-yearMaintained service level agreements

Taguig City

Created detailed user manuals and provided training to users on the proper use of IT systems and softwareIdentify, plan, schedule and announce training topicsCreate marketing materials for IT-specific updates

Mandaluyong, National Capital Region, Philippines

Delivered Product-Specific and Skills-Enhancement Training for all SHORE Solutions campaignsHandled training logistics and ensure training rooms are reserved, required equipment are functional, and training credentials are preparedCoordinated with cross-functional teams to ensure requirements are prepared before new hire on-boardingResponsible for the generation of training reports, training needs analysis, as well as training and development initiatives for the campaigns supportedResponsible for the maintenance and reproduction of training materials and handouts.Participated in calibrations, focused-group discussions and town hall meetings with Operations and Client teamsCoordinated with Client Services Department on account updates & product launchesEvaluated classroom performance (through oral and written exams) and attendance of trainees before endorsement to their respective campaignsMonitored, evaluated, and provided feedback regarding the call-handling of trainees during the nesting and certification phasesProvided coaching and mentoring to trainees before endorsement to their specific campaigns.Completed Daily Training Summary every end of each training day to maintain an efficient training database, and keeping the key stakeholders updated on the developments within the training periodConducted training needs analysis and provided recommendations to Operations and/or Quality to address issues

Responsible for the quality of outsourced service delivery, by processing service requests, performing system transactions and researching/responding to complex situationsWorked closely with Data Management Services (DMS) Team Lead and SME to ensure effective delivery of services to clientResolved escalated and complex issues in one or more specific process areas which include:* PayrollManual calculations, reversals, replacement paysPartnered with Payroll Operations to ensure accurate delivery of payroll resultsProcessed all reporting requests for client especially custom reports from vendors and partnersWorked with DMS Team Lead to identify training needs as it relates to specific process areasCommunicated with clients, particularly HR Business Partners and Payroll Delivery Partners as needed.Received and tracked to completion any escalated inquiries and accurately denotes such inquiries into ticketing system, determining the most effective method of resolution. Created and resolved cases within specified SLAResearched and processed master data changes, including changes in basic employee information, general HR, payroll, health/welfare benefits administration and executed all process steps in accordance with the client’s standard operating procedures.Assisted with providing information for reports to HR vendor management services, client HR administration, and client managers and provided feedback to vendor management on issues regarding interfaces of data.

• Conduct daily test calls to ensure that lines and systems are working.• Pull up daily SAP reports and check for payroll impacting tickets at the start of the day.• Perform call monitoring and provide trend data to site management team.• Participate in the design of call monitoring formats and quality standards.• Coordinate and facilitate call calibration sessions for Operations team.• Participate in customer and client listening programs to identify customer needs and expectations.• Work with managers and supervisors/team leaders to calibrate monitoring processes and results.• Work closely with team leads and act as back up for any queue if occupancy is low and service level is high.

• Works as the first point of contact in the delivery centre for employees or client HR representative• Work could include calls, tickets, emails or faxes from clients requesting services, support or issue resolution• First line of support for all HR inquiries that do not require complex investigation, case management services, and Logical Access Support• Escalates in-depth customer inquiries to the appropriate team/POC/SME• Manages transaction services such as document validation and archiving as necessary• Produces and supplies on request, reports and statistical information according to agreed services

• Managing the direct and indirect provision of products knowledge and associated skills (system, applications, etc.) to the Contact Centre as well as ensuring quality levels meet, or exceed, client and company expectations.• Following training and development guidelines as defined by the company.• Planning training with Training & Quality Manager (TQM) supervision.• Developing and ensuring the proper creation of product training materials.• Delivering training (refreshers, new projects, new products etc) to all agents and non-agents alike as required, following standard company development.• Setting up and implementing training follow-ups with Operations’ Team Leaders following standard company follow-up plans after all training sessions are completed which correlates with the training needs analysis.• Delivering product training as required, following company standard.• Identifying “training request” to maintain quality level, through the range of training and the quantity of delivery.• Continuously reviewing procedures and implementing improvements with feedback to TQM Governance. Smooth transition to quality improvement.

Frontera Verde, Las Fiestas Road, Pasig City

• Facilitating English Conversation Fluency (ECF), Business Writing and foundation skills training for newly hired Customer Service Representatives according to the client needs• Facilitating product-specific training for newly hired Customer Service Representatives• Updating and creating training modules according to client and business needs• Facilitating up-skill and recursive trainings for production agents according to client and business needs• Supporting TLs in setting improvement programs and action plans for CSRs during training and Academy Bay• Escalating training and/or quality deficiencies to Training & Quality Manager• Escalating when there are questions on product or online content.• Attending internal local meeting (staff or with other departments).• Keeping high level of own expertise, taking initiative to understand.• Gathering up-to-date information and integrating feedback with the best practices which correlate with the training needs analysis.• Handling escalations during Training or Academy Bay