Office Administration • Managed office facility, ensuring a clean, safe, and well-organized workspace. • Was the point of contact for vendors, service providers and building management for housekeeping and security requests and compliance matters. • Managed office supplies and I.T. equipment including purchasing, deployment, inventory, maintenance and disposal. • Handled meeting room set-up and bookings to optimize room utilization. • Monitored expenses and… Show more Office Administration • Managed office facility, ensuring a clean, safe, and well-organized workspace. • Was the point of contact for vendors, service providers and building management for housekeeping and security requests and compliance matters. • Managed office supplies and I.T. equipment including purchasing, deployment, inventory, maintenance and disposal. • Handled meeting room set-up and bookings to optimize room utilization. • Monitored expenses and maintained budgets. • Coordinated for and arranged office activities and events like client dinners and year-end party. • Coordinated employee training sessions and workshops particularly the ones specific to Real Estate and latest property developments.HR Tasks • Created and managed recruitment posts on the company's social media accounts and online job portals. • Conducted candidate screening, shortlisting for Hiring Manager's interviews, and extended job offers. • Managed employee life cycle processes from onboarding, probation, confirmation, to separation including exit interviews. • Created, communicated, and updated the company's Code of Conduct. • Prepared memos, notice letters, invoices, statements and other documents. • Developed a Rewards & Recognition program for non-manager employees to address productivity and attendance issues. • Addressed employees concerns while promoting a positive workplace culture and morale. • Maintained accurate and up-to-date employee records. • Managed the preparation of salary and issuing of employment certificates • Implemented and managed performance appraisal process.Executive Assistant Tasks • Handled basic calendar management for the Managing Director. • Answered and directed telephone calls. • Arranged schedules, meetings and appointments. • Arranged travel and booking accommodations. • Was given occasional oversight to coordinate teams and resources for projects. Show less

Business Operation: Co-Sourcing / offshore service delivery centerClient : Pet Circle | retail E-commerce (Australia)Customers : AustraliaProgram: Customer support, Order management Channels: Phones, Emails, Live chat, Social media (inbound & outbound)Reported To: VP of Customer Experience (Australia-based)In-direct Reports: Team Leads (Call Center Supervisor), Quality Analyst, On-site Veterinarian (Dotted-lined to me)Accountable For: > Migrating the whole… Show more Business Operation: Co-Sourcing / offshore service delivery centerClient : Pet Circle | retail E-commerce (Australia)Customers : AustraliaProgram: Customer support, Order management Channels: Phones, Emails, Live chat, Social media (inbound & outbound)Reported To: VP of Customer Experience (Australia-based)In-direct Reports: Team Leads (Call Center Supervisor), Quality Analyst, On-site Veterinarian (Dotted-lined to me)Accountable For: > Migrating the whole Manila Team from on-site to remote work operations. > Vendor / Partner Management (Co-Sourcing Arrangement) - We have partnered with a 3rd party BPO service provider to assist us with local HR, I.T. and Payroll matters. I ensure they deliver on the agreed service delivery commitment. > Day-to-day management of site operations > Site-level Performance Management on Productivity, Service Levels, Quality, and Customer Satisfaction > Part of the strategic team (Customer Svc, DevOps, Product, Business Dev, Tech Teams) that regularly analyzes CX (customer experience) trends and develops CX improvement initiatives. > Liaise between AUS and PHL on specific facilities-related and human resources matters. Show less

Business Operation: Captive Center / client-operated, offshore service delivery centerClient: TELSTRA (Telco company based in Australia)Customers : AustraliaCall Center Partners (Vendors) : Teletech, TeleperformanceSite Assignment : four (4) call center sitesProgram: Customer Service for Retail Channel and Telstra DigitalChannels: Phones, Emails (inbound)Reported To: Retail Channel Director (Australia-based)In-direct Reports: Program Managers and Client Services… Show more Business Operation: Captive Center / client-operated, offshore service delivery centerClient: TELSTRA (Telco company based in Australia)Customers : AustraliaCall Center Partners (Vendors) : Teletech, TeleperformanceSite Assignment : four (4) call center sitesProgram: Customer Service for Retail Channel and Telstra DigitalChannels: Phones, Emails (inbound)Reported To: Retail Channel Director (Australia-based)In-direct Reports: Program Managers and Client Services Manager (Teletech and Teleperformance)Responsibilities: > Vendor compliance management > Ownership of all the sites’ overall performance > Business relationship with call center partners > Retail Channel support department’s P&L > Represents Manila team to Telstra conferences in Australia Show less

Business Operation: Call Center / Managing outsourced business processes for clientsClients Managed: CreditOne Bank, Blue Cross, TelstraCustomers Supported: United States, Canada, AustraliaProgram: Customer Service, CollectionsChannels: Phones, Emails, Web chat, Social mediaReported To: Site Director (Expat, Philippine-based)Direct Reports: Team Captains (Call Center Supervisors)Responsibilities: > Overall account management >… Show more Business Operation: Call Center / Managing outsourced business processes for clientsClients Managed: CreditOne Bank, Blue Cross, TelstraCustomers Supported: United States, Canada, AustraliaProgram: Customer Service, CollectionsChannels: Phones, Emails, Web chat, Social mediaReported To: Site Director (Expat, Philippine-based)Direct Reports: Team Captains (Call Center Supervisors)Responsibilities: > Overall account management > Performance improvement initiatives for each Team Captain. > Ownership of the whole site’s performance scorecard > Ownership of the Account’s Client relationship building and management > Coordination with the heads of internal departments (HR & Finance, I.T., Talent Acquisition, Learning & Development) on any team requests, issues or concerns Show less

Type of Business: Call Center / Managing outsourced business process for a clientClient: MCI Customers : United StatesProgram: Customer Service with SalesChannels: PhonesReported To: Operations Manager (Call Center Manager)Direct Reports: Customer Interaction Associates (Call Center Agents)Team FTE: 18Responsibilities: > Call audits for quality of work > One-on-one coaching > Taking of escalated customer calls > Post-induction… Show more Type of Business: Call Center / Managing outsourced business process for a clientClient: MCI Customers : United StatesProgram: Customer Service with SalesChannels: PhonesReported To: Operations Manager (Call Center Manager)Direct Reports: Customer Interaction Associates (Call Center Agents)Team FTE: 18Responsibilities: > Call audits for quality of work > One-on-one coaching > Taking of escalated customer calls > Post-induction client-specific training delivery to agents > Performance improvement planning and initiatives for each agent > Cross-functional team coordination (HR, I.T., Finance) to support on Agents' needs Show less

Type of Business: Call Center / Managing outsourced business process for a clientClient: MCI Customers : United StatesProgram: Customer Service with Sales (Inbound)Channels: PhonesReported To: Team Captain (Call Center Supervisor)Responsibilities: Customer service, Upsell / Cross-sell