Management:Manage and oversees the shared service activities within the verticals of marketing & communications, IT, CPE, Finance and Account, HR & Admin, RPO and OPCO Clientele.Client Management of at least 8-10 different clients from Australia, New Zealand and Malaysia.Managed and grow my team from 2 to 10 people.Devise and execute effective coaching and mentoring to sourcing specialists to ensure they are fully supported and are effective to carry out day-to-day operational activities. Devise, establish and improvise workflow to drive and increase productivity of sourcing specialist in relation to shared service processes.Resource planning to cater scale up / scale down of operation needs. To connect and communicate effectively within organization to ensure flow of information are accurate and on time.Client relationship management.Shared Service:To provide advanced research and sourcing support to internal and external clients.Manage multiple diverse sourcing channels including (but not limited to) career job portals, social medias, headhunting, talent pool and managing candidate database.Adherence to Service Level Agreement for recruitment activities.Manage and build good relationships with stakeholders/partners (internally and externally) to ensure effective staffing communication, processes, performance and operations are in place.Results driven and ability to work with diverse cultures.

Duties and Achievements:Managing performance of up to 8 different clients.Managing performance of consultants under different industries (CPE, IT, Banking/Finance,Accounting, Logistics,Administration, Transportation and Human Resource.)Daily and Monthly Goal setting.Monitor Performance of each senior recruiter, reference checkers, recruitment database account, and Team Managers.Coach and mentor recruiters to enhance self-esteem and motivation.Provides ample support to the consultants on a call, Policies and Procedures and other inquiries by coaching, call listening and side-by-side monitoring.Deals with client relationship, management and agreement.Gives warning and/or disciplinary actions.Prepares probationary consultants and senior consultants through coaching and performance monitoring for their regularization. Attends and Facilitates meetings with the Clients and Management team.Business Review, Process Improvement and Execution.

Duties and Responsibilities:  Handles first party collection to its members  Coach agents in their areas of improvements and mentor them to enhance self esteem and motivation Provides ample support to the agents on a call for technical questions and Policies and Procedures inquiries by coaching, live barge and side-by-side call monitoring. Accepts escalation from the agents from challenging customers. File and approve incentive leaves for agents.

As a RPO Team Manager, is to drive the identification and recruitment of our highest qualified candidates for our clients and front line business and also to contribute to the future development of the business by creating, managing and constantly a resourcing program that supports the company goals

Duties and Responsibilities: Handled insurance account that focuses on customer service which caters roadside assistance to its members Managing Operations of at least 15 t0 20 FTEs Daily and monthly goal setting the agents Coach the members for areas of improvements through roadside assistance. Deals with client relationship, management and agreement. Create and Implement projects for the entire Operation Unit for the Rewards and recognition for the Top Performers. Attends all the meetings with the Clients and Management team. Currently the adviser for the STARR Team (Sunshine Team Association for Rewards and Recognition), houses the self development of all Sunshine reps to handle events for thw whole process, for their self motivation and training ground for their success paths

Duties and Responsibilities:  Handles first party collection to its members  Coach agents in their areas of improvements and mentor them to enhance self esteem and motivation Provides ample support to the agents on a call for technical questions and Policies and Procedures inquiries by coaching, live barge and side-by-side call monitoring. Accepts escalation from the agents from challenging customers. File and approve incentive leaves for agents.

 As a supervisor, it is my task to monitor and help improve the performance of my team and of the program.Here are some of my responsibilities: To provide leadership, support and guidance to frontline staff (CSRs) to assist in achieving and maintaining the productivity targets identified in contracts. To coordinate the reporting of agent statistics to relevant Operations Manager in a timely manner. To develop all frontline personnel (CSRs) and be a role model for them – lead by example – providing timely identification and response to CSRs performance needs/issues. Launching and completing relevant programs simultaneously when required Attend meetings such as DSR (Daily Summary Report), Operations, and Quality Calibration sessions. Strategic planning for improving/maintaining team and program performance.

Duties and Responsibilities: As a QA Specialist, it was very important to always be at par with the program updates and make sure to go through my emails on a regular basis. To provide quality evaluations with corresponding and constructive feedback/coaching. When sending out reports – daily, weekly, monthly – accuracy and timeliness is applied.  I regularly coordinate with Operations and Training team to ensure that we are all aligned with certain processes especially with updates. During my tenure, I was cross-skilled to handle a training class that was located in a different site.  During my tenure, I was also trained for White Belt, Six-Sigma.

 Provides information in response to inquiries about products and services. Be able to handle complaints from the customers. Determine the correct root cause of the customers concern and be able to have excellent communication skills. Primary function of a good customer service representative. - Also been TOP performer for sales and Convertion consistently for 5 months

Duties and Responsibilities: Develops huge levels of conceptual functioning, have a clear sense of their own strengths and limitations. Develops sense of humor, which helps both the supervisor and the supervisee get trough rough spots in their work together. Appropriately implements the administrative authority and the power inherent in the position of the non-authoritarian manner. Provides clearly structured procedures and constructive feedbacks for workers in their relation to the company. Develops a positive, forward-looking attitude towards social works and its mandate.

 Provides information in response to inquiries about products and services. Be able to handle complaints from the customers. Determine the correct root cause of the customers concern and be able to have excellent communication skills. Primary function of a good customer service representative.- plus consistent TOP NOTCHER in term of achieving the number of sales, highest QA score during the Sprint LAUNCH (After3months of being an agent, I was promoted as a SUPERVISOR)

 To spend more time with the customers with the attempt of convincing them to purchase products and services.- being able to sell local credit cards to customer and being an outbound account, I was able to surpass the goals for each week and that became my ticket to apply for SPRINT.