Mary Antonette Lugtu Email & Phone Number

Toronto, Ontario, Canada

Mississauga, Ontario, Canada

Delivers exceptional customer service by effectively handling phone calls and facilitating communication between individuals with limited English proficiency and representatives from diverse industries such as healthcare, insurance, finance, law enforcement, and more.

Singapore, Singapore

Actively supported the recruitment process by efficiently managing administrative tasks, coordinating interviews, and maintaining effective communication with applicants and internal stakeholders.Updated and revised HR policies in collaboration with company management. Supported recruitment activities by drafting job postings and coordinating interviews.Supported data analytics projects by utilizing HRIS data to identify opportunities for process improvement and organizational growth.Facilitated employee requests and questions, delivering proactive and customer-centric HR service.Assisted in the implementation of new talent acquisition technology solutions, streamlining recruitment efforts and improving the hiring process.Provided ongoing support and assistance after the successful completion of talent acquisition projects, ensuring smooth onboarding and integration.Coordinated the new hire onboarding process, including reference checks and orientations. Organized and maintained accurate employee records and updated internal databases.Ensured legal compliance by liaising with external partners, such as insurance vendors. Assisted with office correspondence, organization, and communication tasks.Processed office expense payments and addressed employee and customer inquiries.Led the Engagement squad and employee engagement committee, organizing center-wide activities for 600 employees to foster a positive work environment. Conducted comprehensive surveys, analyzed results, and formulated data-driven recommendations to enhance the My Voice Engagement Survey, resulting in improved employee engagement levels.Created and executed over 50 events and activities annually during the pandemic, achieving a remarkable 96% participation rate and maintaining high employee morale.Implemented strategic projects that significantly increased the organization's Engagement Score, leading to an impressive 98% Employee Satisfaction rate.

Singapore, Singapore

Managed complex events from start to finish, ensuring seamless execution and delivering exceptional attendee experiences.Collaborated with external vendors to secure necessary resources, negotiate contracts, and successfully deliver events.Translated requirements into polished, high-level designs, creating visually appealing and engaging event experiences.Took responsibility for creating an environment that fostered increased productivity, work quality, and talent retention among employees.

Singapore, Singapore

Led and trained a team of 12 to 16 members, driving them towards team goals and identifying opportunities for ongoing growth.Exceeded team targets and achieved exceptional customer satisfaction, recognized through monthly Team Awards, showcasing a commitment to delivering outstanding service.Collaborated with internal and external stakeholders to streamline procedures, contributing to process improvement efforts while handling escalated service requests diplomatically to ensure client satisfaction and retention.

Singapore

Delivered outstanding customer service by effectively addressing and resolving challenging customer inquiries through both inbound and outbound conversations, handling an average of 90 calls per day.Achieved and maintained high levels of customer satisfaction by proficiently utilizing search tools to gather information and efficiently navigate through various computer systems, applications, and programs.Consistently surpassed individual targets and received multiple accolades in recognition of exceptional performance throughout my tenure.

Singapore

Responded to inbound calls from customers who expressed their intention to terminate their accounts.Ensured the delivery of excellent customer service throughout each call, actively listening to customers' concerns and providing empathetic support.Explored and offered alternative solutions to customers with the aim of retaining their accounts, addressing their needs and concerns effectively.Demonstrated strong negotiation and problem-solving skills to reach mutually beneficial resolutions and maintain customer satisfaction and loyalty.

Postgraduate Degree, Human Resources Management/Personnel Administration, General

Bachelor'S Degree, Accounting And Business/Management