Create strategies and facilitate delivery & execution, solutions to achieve business objectives & review business implications, facilitate the alignment of all related implications with other business leaders and function. Act as HR Advocate to the Business, and functional advisors.

The HR Business Partner is responsible for supporting Human Resources strategy by providing expertise and oversight in designing, evaluating, analyzing, implementing, and administering Human Resources programs and working with key stakeholders to build a relationship of trust, ensuring alignment between Human Resources strategy and overall business objectives.

Recruitment Manager for Corporate Leadership/RU Positions and Executive Hiring

The Human Resources Business Partner is responsible for supporting Human Resources strategy by providing expertise and leadership in designing, evaluating, analyzing, implementing, and administering Human Resources programs and working with key stakeholders to build a relationship of trust, ensuring alignment between Human Resources strategy and overall business objectives.

Operations Manager for various technical accounts in the Megamall Site, which I helped grow by ensuring superior performance through Performance Improvements, Non negotiable Week on Week Coaching Activities or One on Ones, Delivery and Execution of Client and Company KPIs, etc.

Managed a team of Resolution Specialists, Case Mentors, Sales Specialists, etc who support around 400 front line Technical Support Representatives handling Dell's Small and Medium Business and Consumer Customers.

Manages a team of 13 - 18 young individuals to provide phone support to Dell Computer’s American Clients. The position entailed:• Workforce Management – overall in charge of daily employee administration such as attendance, punctuality, compliance to the code of conduct,and inter office interfacing.• Human Resources – task include developmental mapping of each agent with focus on maturity and growth to achieve required competency. Campaigned the performance based standards, doing regular metrics focused coaching. Part of the role is to do calibration of performance doing benchmarking of standards and performance evaluation. • Client Interaction/ Client Relationship Management – represented the team, shift and program to calibrate with Dell’s standard of customer service. Attended meetings and training sessions with Dell representatives on technical policy and product updates for cascade to the agent level. This included training co-managers and technical assistants. • Quality Assurance Leader – ensured 100% compliance to Dell standard service, as team leader, one major function is to maintain the quality of incoming and outgoing calls doing regular audits and live barges of calls. Coordinated with Dell’s QA unit and rate coached each agent on a regular basis. Advocate and strategies on improving customer interaction with regular review of verbiage and spiels. • Productivity Management – task included monitoring of manpower utilization time. This included monitoring no. of calls answered per interval of 30 minutes. Managed overall productivity of the team with the committed no. of calls per day and average handling time.

Continued the stint of Resolution Specialist with Dell Philippines. Primary responsibilities include providing timely and effective coaching sessions, technical up training, updated internal policies and procedures, and technical training among othersManaged a team of 13 - 18 young individuals to provide phone support to Dell Computer's American Clients. The position entailed:Ensuring a consistently positive customer experience in the effective rapid resolution of escalated calls, difficult customer issues and uncommon customer issues.Serving as a functional/ technical advisor with the business unit, monitoring the quality of technical solutions, identifying training needs, providing technical coaching and ensuring agents utilize all available tools, and resources to resolve customer issues.Partnering with service leaders and process improvement leaders to evaluate metrics and identify trends, actions needed and improvement opportunities.Identifying and communicating process improvements within call center and engage process improvement specialists in resolution.Providing input to training to service leaders, process leaders, and agents to ensure consistency and to increase technical/functional knowledge and customer resolution strategies.Supporting agents with technical/functional assistance for escalated and complex calls, ensuring a positive customer experience.Delivering service within target service and quality levels within the call center.Performing periodic agent call audits, side-by-sides, and monitor agent calls, with particular attention to technical/functional excellence.Providing on-going, on-the-floor support and development of agents' technical knowledge, continually raising the bar for quality and service levels.In partnerships with service leader, assessing and developing agent's technical knowledge, based on evaluation of metrics and monitoring agent application of technical/functional/customer experience information.

• Ensuring a consistently positive customer experience in the effective rapid resolution of escalated calls, difficult customer issues and uncommon customer issues.• Serving as a functional/ technical advisor with the business unit, monitoring the quality of technical solutions, identifying training needs, providing technical coaching and ensuring agents utilize all available tools, and resources to resolve customer issues.• Partnering with service leaders and process improvement leaders to evaluate metrics and identify trends, actions needed and improvement opportunities.• Identifying and communicating process improvements within call center and engage process improvement specialists in resolution.• Communicating, influencing, and enforcing consistent processes, policies and procedures across teams within a business unit.

Primary responsibilities include providing timely and effective coaching sessions, technical up training, updated internal policies and procedures, and technical training among othersManaged a team of 13 - 18 young individuals to provide phone support to Dell Computer’s American Clients. The position entailed but is not limited to:• Ensuring a consistently positive customer experience in the effective rapid resolution of escalated calls, difficult customer issues and uncommon customer issues.• Serving as a functional/ technical advisor with the business unit, monitoring the quality of technical solutions, identifying training needs, providing technical coaching and ensuring agents utilize all available tools, and resources to resolve customer issues.• Partnering with service leaders and process improvement leaders to evaluate metrics and identify trends, actions needed and improvement opportunities.• Identifying and communicating process improvements within call center and engage process improvement specialists in resolution.• Communicating, influencing, and enforcing consistent processes, policies and procedures across teams within a business unit.

Initially worked as a Technical Support Representative for Dell Computers. Promoted thereafter and took on the role of an L2/Resolution Specialist. One of the pioneers for handling CE BQM technicians. Worked hand in hand with the Team Lead to manage a team composed of 13 - 18 technicians. Successfully spearheaded and managed the improvement of the technicians under the CE Bay. Considered as one of the best and strongest Resolution Specialists on the floor in terms of leadership, integrity, dedication and commitment.