Vida Garde Email & Phone Number

National Capital Region, Philippines

• Responsible for the team that delivers recruitment administration services to North America’s Talent Acquisition Team for volume hiring and executive level hiring• Day to day operations include management of the following: workload distribution; Start/End of Day reporting, participation in various discussions (process updates, calibration with Talent Acquisition/other stakeholders, leadership meetings with the rest of the HR Leadership Team); promotion/sponsorship of Continuous Improvement via process improvement projects; people development via coaching, mentoring, succession planning, etc. • Also served as one of the site’s Engagement Lead in charge of organizing/implementing all site-wide engagement-related activities such as but not limited to trainings, annual events (Halloween, Year-End).

National Capital Region, Philippines

January 2018 – April 2019Team Leader, Project BluebirdJanuary 2015 – January 2018Team Leader, Project CardinalAugust 2014 – January 2015Team Leader, Project Blue Bird• Responsible for process delivery of benefit setup services for a PBM (Pharmaceutical Benefits Management) client• In-charge of the team; daily operations include management of the following: workload distribution; Start/End of Day reporting, participation in daily client calls with discussions mostly focused on Inventory particularly daily target; people development via coaching, mentoring, Performance Improvement Plan, etc. • Also served project’s InfoSec and Compliance Lead and responsible for overall project Compliance and works closely with different support groups such as Risk and Compliance, Mobilization, Account Management teams, etc. Currently the project’s People Project Advocacy Lead in charge of organizing/implementing all engagement-related activities.• Exposed to different stages of Transition when project transitioned to Mumbai from Onboarding, Knowledge Transfer (KT), Service Rehearsal Training (SRT), to Stabilization. During Transition, also supported Mobilization Team with tasks such as but not limited to data gathering, logistics, onboarding as project’s InfoSec and Compliance Lead. November 2013 – August 2014Team Leader, Project Columbus• Provided phone and email support to partner registrars and internet users for a Fortune 500 internet services company.• Responsible for daily supervision of a team (e.g., delivery, process, business operations). Managed the workload of the team, handled work assignments (calls and/or email where applicable), and responsible for developing team members. • Managed effective internal/external client relationships within a defined area of responsibility and built client relationships in the wider group or unit.

National Capital Region, Philippines

August 2010- February 2011 Sr. Team Leader/Project Officer, Project Management Team• Prepared and facilitated enhancement modules to coach agents and team leaders in enhancing communications and problem-solving skills• Evaluated, coached, and provided feedback to Team Leaders on their Coaching Methodology.• Training results showed enhanced coaching skills for the Team Leaders and improved call handling skills for the agents.April 2008 - July 2010 Sr. Team Leader, Friendly Home (FFH) Care (Customer Service provider and sales group for telephone/high speed internet subscribers for TELUS’ Canada consumer segment)• Supervised team of 15-18 agents on day-to-day operations including Performance, Workforce, Quality Managements; coached and motivated agents; organized Team-buildings and recreational events; oversaw the day-day administrative needs of the team. Team consistently met and exceeded expectations in terms of quality and customer service.January 2008 - March 2008 Sr. Team Leader• Provided Financial, banking customer service and for Rush Card, a prepaid Visa debit card). Handled a transition team and ensured new agents were able to meet program metrics in a set amount of time.September 2006 - December 2007 Team Leader, Dell Customer Advocacy Group (CAG) – Provided Customer Service, Financial and Technical assistance for Dell home and home-office consumer• Supervised team of 15-18 agents on day-to-day operations including Performance, Workforce, Quality Managements; coached and motivated agents; organized Team-buildings and recreational events; oversaw the day-day administrative needs of the team. Team consistently met and exceeded expectations in terms of quality and customer service.October 2005 - August 2006 Escalation Specialist Dell CAG - Customer Advocacy GroupSeptember 2004 – October 2005 Resolutions SpecialistDell CAG - Customer Advocacy GroupJuly 2003 – September 2004 CIA - Customer Interaction Associate