Val Cristopher Abelarde, Clssyb Email & Phone Number

• Leads and develops a team of HR Managers; responsible for the overall direction, performance management, coordination and evaluation of the team. Manages the team and ensures high service delivery and execution.• Stays connected to every level of the department through shadowing and skip level meetings. Responsible for the morale and motivation of the team.• Actively participates in and drives the continuous improvement culture. Identifies and eliminates barriers to accuracy, productivity, and quality.• Achieves performance goals and objectives in line with the network wide vision and goals.• Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.• Identifies customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction. Participates in cross-functional process improvement initiatives.• Drives quality consistency and productivity of team to ensure consistent employee experience.• Creates business cases and manages enhancements. Presents high quality data findings.• Identifies need creates and distributes standard communications. Maintains departmental content in all channels. Develops and implements communication plans.• Uses voice of the customer data to enhance the customer experience.• Responds to queries from team, internal business partners, candidates, and customers including high level leadership teams.• Manages relationships with key internal and external stakeholders, partnering closely with them for process enhancement.

• Partners with cross-functional teams like Operations, HR, and Payroll to provide world-class customer service. • Collaborates with the broader APAC Client teams to standardize processes to ensure world class customer service to employees, Managers or HR. • Supports business needs for Fulfillment Centers, Customer Service, Corps and etc. • Responsible for leading shifts by overseeing call volume, escalations, quality, and partner with workflow to ensure the team meets service level commitments. • Identifying customer impacting issues, working out and implementing solutions and process improvements to increase the customer satisfaction rate. Participate in cross-functional process improvement initiatives. • Assists in developing and implementing training programs to improve the quality and productivity of the team. • Drives process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures. • Creates business cases and manages enhancements. Presents high quality data findings and identifies needs and creates and distributes standard communications. Maintains departmental content in all channels. • Responds to escalations, providing root cause analysis and recommendations. Develops remediation• Actively participates in and drive a continuous improvement culture. Identifying and eliminating barriers to accuracy, productivity, and quality. • Carry out other responsibilities in accordance with Amazon policies and procedures; additional responsibilities include: interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution. • Communicating policies to HR Associates and becoming the primary information source, following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

 Reviews and analyzes program performance to determine program needs Approves personnel activities concerning hiring, training, development and performance management Provides written performance appraisals Acts when necessary as a problem-solving escalation point for Supervisors and front-line RAs Meets forecasted or budgeted financial targets including occupancy and bill-to-pay percentage Identifies and oversees program/problem resolution Maximizes potential of subordinates through coaching, development and effective performance management methods Leads project management process for the implementation of new programs Responsible for post-implementation customer contact and follow through with customers to ensure proper setup, understanding and use of products Tracks client issues and maintains client correspondence and issue resolution Helps with the development of user documentation for new product features Assists in hiring process by approving or interviewing and selecting qualified candidates Tracks performance against customer service and sales production and quality standards Supports company goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses. Reviews workflow to ensure improved productivity ratios. Adheres to expense goals while meeting or exceeding established performance goals Escalates issues as needed to higher-level support resources while remaining the operational point of contact Defines business requirements, KPIs/metrics and program set-up features to meet client's specifications to respond quickly to critical issues