Catherine Ramos Sy
811 Bagong Silang Street Parang, Marikina City Philippines 1809
Contact Number: (+63)917- 415-3060
Email Address: [email protected] / [email protected]

EMPLOYMENT RECORD

Name of Employer Flight Centre Travel Group
FCTG South East Asia (Philippines), Inc.
Address 1702-03 ONE WORLD PLACE
32nd Street Bonifacio Global City,
Taguig Philippines 1634
Date of Employment June 27, 2016 – Present

The Company
One of the world’s largest travel agency groups, with more than 2300 leisure, corporate and wholesale business in 11 countries.

Position: Human Resource Manager

Job Description
HR Manager – Primarily responsible in leading all aspects of the Human Resources department with a specific focus on employee relations, payroll, compensations & benefits and organizational development to ensure that the company is in compliance with the local market labor law.

Specific Duties and Responsibilities

• Responsible for leading the Human Resource function including managing employee relations, responding to daily compensation and benefits questions, policy interpretation and implementation, etc.
• Create tactical plans, prioritize and allocate resources, initiate the implementation of plans and policies, monitor and interpret results.
• Anticipates and plans for change in human resource area as to the organizational structure, employee motivation and staffing.
• Anticipates human resource issues and problems, and prepare alternatives and contingency plans.
• Constantly keeping up to date with local market labor laws and regulations on company’s obligation
• Accountable for delivery of all HR services including employee relations, communications, site leadership on benefit/compensation programs, staffing, and organizational and people development programs to ensure competitiveness in the market.
• Skilled in providing consultative support and service to business units on employee management.
• Serves as an advocate for the employee, management, and the company by meeting with employees to address concerns, explain corporate policies and procedures, and mediate differences between employees and supervisors
• Lead directly and/or influence employees to reach identified specific business objectives both within HR and the business units.
• Maintain a positive employee relations environment by assisting the local management team in keeping open the lines of communication.
• Advocate for FCTG’s philosophies and promote the values within the company at all times
• Maintain personnel files in accordance with local regulations.
• Complete weekly, monthly, quarterly and annual reports as requested.
• Identifies opportunities to continually improve organizational effectiveness, efficiency and productivity.
• Ensures legal compliance with various governmental laws and regulations covering the areas of human resource practices (consults with corporate legal team as needed).
• Drive and deploy procedures and policies in all areas involving HR systems.
• Develop and manage internal HR reporting, have a comprehensive understanding of the financial plan and the impact that HR has to the bottom line
• Monitor the utilization of our performance management program, address job performance and other behavioral issues according to FCTG’s standard process.

Name of Employer C.O.L. Realty Corporation Address ACL Suites #72 13th Ave.
Brgy. Socorro, Cubao,
Quezon City Philippines
Date of Employment August 2010 – June 24, 2016

The Company
A company engaged in Property Management and Hotel Services.

Position: Department Head – Human Resource

Job Description
Generally responsible for administering compensation, recreation programs, benefits and performance management systems.

Specific Duties and Responsibilities

• Administering Payroll, Compensation and Benefits, Training and Staffing.
• Prepares and facilitate payments for SSS, PHIC & HDMF through one-hub online payment.
• Facilitate team meetings using appropriate brainstorming, problem solving, decision making, and project planning techniques
• Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures.
• Analyze training needs to design employee development, language training and health and safety programs.
• Plan, organize, direct, control or coordinate the personnel, training, or labor relations activities for the company.
• Review, evaluate Manpower and Security Agency.
• Implement, Review and Update the Company’s Code of Discipline.

Name of Employer LIVE Customer Care Center Philippines
Address Unit B 37th Floor Rufino Towers
Ayala Ave. Corner Rufino Street
Makati City Philippines
Date of Employment July 2003 – March 15, 2010

The Company
Live Customer Care Center, is an outsource company that render service to small and medium scale business. The company specializes in Credit Investigation, Customer Service and Back-office Support.
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Major Clients East West Bank
14Flr. Strata 2000 Emerald Ave. Ortigas, Center Pasig City
MSA ADVANCEMENT INSTITUTE
G/F Prince David Condominium
305 Katipunan Rd. Loyola Hts., Quezon City
BANCO DE ORO
9/F GMT Bldg ADB Ave. Ortigas Center Pasig City
American Express Bank
29F PB Com Tower Ayala Ave. Makati City

Position: Acting Head for Human Resource Department (June 2008 – March 15, 2010)

Job Description
Generally responsible for administering compensation, recreation programs, benefits and performance management systems.

Specific Duties and Responsibilities

• Administering Payroll, Compensation and Benefits, Training and Staffing.
• Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures.
• Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.
• Analyze training needs to design employee development, language training and health and safety programs.
• Plan, organize, direct, control or coordinate the personnel, training, or labor relations activities for the company.
• Prepare personnel forecast to project employment needs • Implement, Review and Update the Company’s Code of Conduct.

Position: Operations Manager (September 2006 – March 15, 2010)

Job Description
Generally responsible for the entire call centre operations and manage all kinds of accounts process including Verification, Encoding and Quality Assurance Process.

Specific Duties and Responsibilities

• Handles customer complaints.
• Manage and direct all aspects of call center operations.
• Implements and reviews call center policies and procedures.
• Develops and monitors quotas for service volume and timelines
• Predicting call volume and call center staffing.
• Handle client concerns and service requirements.
• Manage data security and disaster recovery.

Position: Operations Assistant (May 2005 – August 2006)

Job Description
Responsible for the entire call center operations in the absent of the Operations Manager.

Specific Duties and Responsibilities

• Manage and direct all aspects of call center operations.
• Implements call center policies and procedures.
• Monitors staff performance, quotas, volume and timelines.
• Responsible for over-all performance of the team.
• Set Team Leader schedules and work load.
• Handle customer complaints.
• Ensure process and plans are properly executed.
• Predicting call volume and call center staffing.

Position: Quality Assurance / Team Leader (March 2004 – May 2005)

Job Description
Overall responsible for Team success by agreeing, implementing and monitoring individual and Team objectives and targets whilst ensuring company policies and procedures are adhered to.

Specific Duties and Responsibilities

• Handles irate client and difficult customer complaints.
• Prepare meeting agendas
• Facilitate team meetings using appropriate brainstorming, problem solving, decision making, and project planning techniques
• Manage meetings according to the team’s agreed upon guidelines
• Delegate team tasks as needed (e.g. verifying, gathering information, etc.)
• Facilitate ongoing self-evaluation of the team’s effectiveness
• Manage team conflicts so that problems are resolved constructively
• Attend meetings with mangers and client to coordinate and monitor process and plan implementation.
• Ensure that plans are entered into the standardized format and updated at least monthly
• Report progress to Manager

Position: Credit Investigation Officer (July 2003 – March 2004)

Job Description

Performs complete verification procedure that includes employment, residence and personal information through phone.

Specific Duties and Responsibilities

• Handles customer complaints.
• Dealing inquiries over the phone
• Evaluating applications for credit card / loan
• Verifying applicants information including home address, phone/cellphone number, employment verification ( C.I. work etc ) and checking other credit card ( if client had other bank card )
• Preparing daily productivity report.

Name of Employer: Supervalue Inc.
Address SM Corporate Offices Bldg. E 1000 Bay Blvd.
SM Central Business Park, Bay City Pasay City
Assigned to SM Supermarket SM Megamall Branch
Bldg. B Megamall EDSA, Mandaluyong City
Date of Employment October 2002 – March 2003
Reason for Leaving End of Contract

The Company
SM Supervalue Inc. is in retail/merchandise industry under SM Group of Companies, which is most known as SM Supermarket.

Position: Selling Assistant – Perishable Department (October 2002 – March 2003)

Job Description
Responsible for assisting customers, store arrangement and product display.

Specific Duties and Responsibilities

• Stocking, replenishing and cleaning sales areas.
• Offering advice to customers.
• Dealing with customer complaints.
• Monitoring and updating sales display areas.
• Monitoring temperatures for all freezers and chillers in selling area and cold room
• Process delivery request
• Assist Supervisors in monitoring store arrangement and display

Name of Employer National Book Store Inc.
Address National Book Store Inc., Quad Alpha Centrum Building, 125 Pioneer St., Mandaluyong City, Philippines 1550
Assigned to Superbranch Cubao, General Roxas Street, Araneta Center, Cubao Quezon City
Date of Employment March 2001 – July 2001
Reason for Leaving End of Contract

The Company
National Book Store, the pinnacle of the bookstore industry in the Philippines. A retail industry takes pride in its role as an institution that supports education and enhances lives by providing the best and widest selection of educational, professional, and social communication products.

Position: Receiving Clerk – (March 2001 – July 2001)

Job Description
Responsible for delivery checking, store arrangement and product display.

Specific Duties and Responsibilities

• Stocking, replenishing and cleaning sales areas.
• Offering advice to customers.
• Dealing with customer complaints.
• Monitoring and updating sales display areas.
• Prepare barcodes and price tags.
• Checking of deliveries

EDUCATIONAL BACKGROUND

Tertiary Level Asian College of Science and Technology (ACSAT)
Aurora Blvd. Quezon City Philippines
Computer Science and Information Technology
1997-2000

SUMMARY OF QUALIFICATIONS

Human Resource Management / Generalist
Compensation and Benefits / Payroll
Handles various HR System
Experience in Hotel and Restaurant Management
Certified First Aider
Certified Safety Officer
Has a strong customer service experience in Retail and Call Centre industry.
Knowledge in DOLE Mandatory Benefits and Labor Laws
With basic Computer knowledge (MS Office Application, C Language)

PERSONAL DATA

Gender : Female
Civil Status : Single
Date of Birth : June 27 1980
Place of Birth : Marikina City
Religion : Roman Catholic
Nationality : Filipino
Height : 5’ 1”
Weight : 100 lbs
Contact Person : Fernando E. Sy
Relationship : Father
SSS Number : 33-5168994-4
TIN Number : 232-087-034