Provide exceptional customer support by resolving 95% of inquiries within 24 hours, while streamlining the recruitment process to reduce time-to-hire by 20% over the next quarter.

Objective

• A highly motivated and experienced professional with over 10 years in the BPO industry and over 5 years in recruitment, operations management, and human resources.

• I am seeking to leverage my expertise in talent acquisition, employee relations, team leadership, and customer service to contribute to the growth and success of a dynamic organization.

• I am committed to delivering exceptional service and driving operational efficiency in every role I take on.

Experience

Customer Service Representative (Part-time)
24Sevenrentacar
February 3, 2025 – Up to present

• Provide customer service by managing the rentals and returns process, in compliance with the company’s policies and procedures

• Personally welcome customers with a pleasant greeting, and assist in answering questions in a friendly manner

• Resolve customer issues and concerns professionally using effective customer service techniques

• Qualify and process customer rentals with accuracy and attention to detail

• Accurately record the customer's information to complete the rental record and maintain all paperwork associated with the rental

Project-Based Recruiter
Medilink LLC
May 10, 2023 – November 26, 2024

• Managed recruitment process for health insurance account, focusing on sourcing, interviewing, and candidate endorsements

• Collaborated with hiring managers to understand staffing needs

• Conducted candidate screening, initial interviews, and coordinated with department heads for final interviews

• Utilized various recruitment tools and platforms to source candidates across different job portals

Recruitment Coordinator
HiringHelp (US/Canada)
May 8, 2020 – May 8, 2023

• Coordinated recruitment processes for multiple clients across US and Canada

• Handled recruitment process for a variety of industries, including tech, healthcare, and customer service

• Facilitated candidate sourcing, screening, scheduling, and interview logistics

• Managed candidate databases and utilized ATS (Applicant Tracking System) for accurate and timely documentation

• Provided timely feedback to candidates, fostering positive relationships throughout the recruitment process

Operations Manager
CallX
October 17, 2019 – May 7, 2020

• Oversaw daily operations of the call center, ensuring customer service and sales targets were met

• Managed a team of supervisors, ensuring performance standards were aligned with business goals

• Developed and implemented operational strategies to improve efficiency and reduce costs

• Led regular team meetings and provided coaching and feedback

• Worked closely with HR to handle staffing requirements and resolve employee issues

• Monitored KPIs and provided reports to senior management

• Managed client relationships, ensuring SLAs were met

Human Resource Officer / Recruitment Specialist / Safety Officer
PacBiz
May 20, 2017 – September 30, 2019

• Acted as a primary point of contact for all HR-related issues, including recruitment, employee relations, and compliance

• Conducted recruitment activities: posting job advertisements, screening resumes, interviewing candidates

• Ensured employee safety by enforcing health and safety protocols and conducting regular audits

• Provided onboarding materials and introduced new hires to company policies and culture

• Coordinated training sessions and employee development programs

• Managed employee performance appraisals and offered career guidance

Part-Time Communication Skills Trainer (On Call)
Philippines Call Center Institute - Dumaguete
February 27, 2017 – September 30, 2018

• Delivered part-time training sessions on communication and customer service skills

• Customized lesson plans and training materials to suit participant needs

• Provided feedback to trainees to improve verbal and written communication

• Assisted in developing training modules

• Evaluated trainee progress and reported results to management

Article Writer / Head Secretary
City Government of Iligan City
May 20, 2016 – November 18, 2016

• Wrote and edited articles for internal and external communications

• Organized and maintained records and files

• Coordinated meetings and prepared minutes

• Managed correspondence and acted as liaison between departments

• Assisted in report and presentation preparation

Telemarketer / Appointment Setter
FranzDaph Experts
May 10, 2016 – May 17, 2017

• Conducted outbound calls to potential clients

• Provided product and service information per company

• Managed client database with accurate data entry

• Maintained professionalism and customer service

• Contributed to client base growth by identifying new leads

Chief Operations Officer
WrupUp
May 08, 2014 – May 08, 2016

• Led day-to-day operations, ensuring efficiency across departments

• Developed and implemented strategic operational plans

• Oversaw projects, resource allocation, and deadlines

• Managed team performance and staff training

• Streamlined processes to boost productivity and cut costs

Subject Matter Expert - Mortgage Account
Qualfon Dumaguete
November 20, 2012 – April 28, 2014

• Provided guidance on mortgage products and processes

• Trained and mentored new employees

• Managed complex customer issues and escalations

• Ensured QA processes were efficient and compliant

Communication Skills Coach
Philippines Call Center Institute - Dumaguete
November 20, 2012 – April 28, 2014

• Delivered coaching to enhance verbal and written communication

• Created training materials for improvement areas

• Provided feedback to trainees and coached toward goals

Verifications Agent / Telemarketing Agent / SEO / Blogging / Lead Generation
Sophi Inc.
September 8, 2009 – July 12, 2012

• Conducted inbound/outbound verifications

• Performed telemarketing campaigns

• Managed SEO tasks: blogs, backlinks, comments

• Handled lead generation through research and database management

Trainer / Recruiter
A&A English Online
January 8, 2009 – November 8, 2012

• Provided English training for non-native speakers

• Recruited instructors, screened resumes, conducted interviews

• Coordinated class schedules and handled inquiries

Technical Support Representative
Sykes Asia Inc.
June 16 – December 16, 2008

• Provided technical support for clients

• Troubleshot and resolved hardware/software issues

• Ensured customer satisfaction with timely solutions

Trainer / Secretary / Research Team Member
St. Michael's College
June 14, 2007 – June 15, 2008

• Conducted student training sessions

• Managed Graduate School administrative tasks and TESDA applications

• Assisted with research projects and prepared reports

Education

• 2002 – 2006: Bachelor of Science in Nursing, Lyceum of Iligan Foundation, Corpus Christi Village, Iligan City

• 1998 – 2001: Bachelor of Arts in English (Undergrad), Mindanao State University, Tibanga, Iligan City

• 2000: Caregiving (Vocational Course), Technical Education Skills and Development Authority, Ma. Cristina, Iligan City