ALMEL OIDA JACOB
Current Address: Tower 14 Unit 25G Apartamen Taman Rasuna,
Rasuna Said, Kuningan, Jakarta Indonesia
Mobile No./WeChat/WA: +6287888999713 E-mail address: [email protected]
CAREER OBJECTIVE:
To secure an English teaching position utilizing my teaching competencies and ample
experience in supervising, coaching and mentoring which enables me to apply appropriate
teaching and assessment methodologies combined with my exceptional organizational skills.
COMPETENCIES:  More than 7 years of work experience in top BPO firms in Philippines with broad exposures
in sales, marketing and customer service with English language as the primary medium of
communication. As a top and consistent performer in providing customer satisfaction, I was
delegated to supervise front liners and as a coach and mentor of newly hired trainees.  Worked at one of the top outsourcing companies in Dubai and outsourced to a large
telecommunication company in United Arab Emirates responsible for the full employee life
cycle from recruitment, induction to exit and for providing full administrative support on all
HR activities, thus involved in running day-to-day of the HR office.  One year supervisory experience in one of the largest international car rental company and
in a five star luxury business hotel in Middle East  Effective leadership skills, strong analytical and problem solving abilities  Effective communications skills, attentiveness to details and dynamic team player  Responds well in fast-paced, high pressure environment  Proficient in: Window based systems such as Microsoft Word, Excel, Power Point, Office
Outlook 2013, Internet, and software like Oracle and Fleet Management, among others  Fluent in oral and written English and Filipino languages, understand basic Arabic language

PROFESSIONAL EXPERIENCE:
TASC OUTSOURCING COMPANY United Arab Emirates
HR Executive at ETISALAT CCC Al Jurf, Ajman – December 2015 to October 2017
 Identify potential opportunities across the existing businesses of Etisalat CCC.
 Co-ordinate recruitment team to ensure delivery to client as per SLAs.
 Provide advice on recruitment strategies, procedures, legislation and market
conditions.
 Engage with consultants across all locations to handle grievances, providing support,
advice and guidance.
 Manage candidates whilst working as a contract employee of TASC.
 Ensuring that the department complies with all recruitment Policies, Laws and Regulations,
thus has basic knowledge of UAE Labor Laws
 Coordinate the process of offering and negotiating job contracts between the candidate
and client, as well as coach the candidate during the resignation process in line with legal
requirements.
 Introduce candidates to the client organization, scheduled interviews, kept clients and
candidates up-to-date about the hiring processes and outcomes, and counseled candidates
in order to ensure positive outcome.
 Maintenance of the HR records and systems such as ensuring updated daily tracker and
coordinating with employees/ account managers/ client as applicable for the attendance
confirmation
 Acting as the first point of contact for anyone inquiring about employee benefits and work
with finance and account managers related to attendance, reimbursements, salaries &
deductions.
 Handles employment renewals and resignation including passport and working visa
processes until its cancellation
ALMANA GROUP OF COMPANIES Doha, Qatar
Supervisor / Senior CSR at Oryx Rotana Hotel Limousine Department & Hertz Rent a Car,
Doha – August 2014 up to August 2015
 Manage a team of limousine drivers (11-12 drivers)
 Assist customers with their Hertz car rental request usually for only a short period of time
and as a front line for fast and friendly customer services, also offers other types of products
such as car upgrades, GPS systems or additional insurance

 Primary responsible to process paperwork like open and closes rental agreement, process
payments, monitor traffic violation, and others
 Also performs greeting clients as they arrive, answering the telephone, handling client
questions or complaints and working to resolve overdue car rentals or ensuring the cars are
clean, full of gas and ready for the next client
TATA CONSULTANCY SERVICES IT SERVICES, CONSULTING AND BUSINESS
SOLUTIONS Bonifacio Global City, Taguig Philippines
Mortgage Servicing Senior Specialist – December 3, 2012 up to January 2014
 Perform the tasks involved with mortgage servicing. Mortgage servicing is the process of
managing a lender’s collection of mortgage loans and handling customer inquiries or
problems.
 Monitor account delinquency, research missing payments, issue escrow payments, answer
customer questions, prepare mortgage payoff letters and receive bankruptcy notices from
borrowers
 Work with collectors and attorneys that represent lenders, notifying them about
delinquencies, possible foreclosures, bankruptcies and other legal matters.
 Use software programs to monitor accounts and operate database software
 A top and consistent performer, received triplicate award in providing Call Center CSAT,
(FCR)First Call Resolution, and (CSR)Customer Service Satisfaction covering all three major
factors/targets
SUTHERLAND GLOBAL SERVICES Business Process Outsourcing Taguig City, Philippines
Sales Consultant Senior Specialist for Norton by Symantec, Senior Account Representative Netspend
Corp, Senior Account Specialist for PayPal Online Payment Processor All three (3)
programs/accounts – October 2006 to June 2012
 Sales Consultant Senior Specialist for Norton by Symantec – diagnose and troubleshoot
computer problems using a multi-tasking program that also sells antivirus software product;
offer technical services which is done via remote access by our licensed technicians based
in India and America. Basically it is a Sales Program as our main target is the conversion of
our total monthly sales.
 Account Specialist for PayPal, Online Payment Processor – handle buyer and seller’s
transaction mainly for Ebay, Amazon and many other online shopping site for a financial
Institution online – Paypal. As a consistent performer after 8 months, became part of the
Tier-II Senior level team that supervises Tier-1 Frontliners and as a mentor for newly hired
trainees
 Senior Account Representative, Netspend Corp – accept inbound calls, deals with customers
concern about their reloadable prepaid card/debit card account for a financial Institution

for unbanked people across North America, South America and Canada. As a consistent top
performer for the first 6 months, was promoted to Tier-II Senior Level. Also, conducts
training, mentoring and coaching for newbies
EDUCATION:
 Successfully obtained Certificate in Professional Education for Teaching in May 2018
at Ateneo De Naga University, Philippines.
 Completed and successfully passed the 150-hour TEFL/TESOL Master Course with
grade A, awarded last April 2018 by learn TEFL (IARC accredited).
 Bachelor of Arts in Mass Communication Major in Broadcasting Graduated in April
2013 at University of Saint Anthony Iriga City, Philippines
 Secondary Level Graduated in March 2000 at Nabua National High School Nabua,
Camarines Sur Philippines
PROFESSIONAL DEVELOPMENT:
 Spearhead Training for Interpersonal Soft Skills & Customer Service Management, TASC
August 2016
 Collections for delinquent accounts for loans or mortgages, Tata April 2013
 Inter-personal Communications or Soft Skills Training, Sutherland May 2008
 Escalation Training, Sutherland June 2007
 Broadband Sales Force, Makati City June to August 2006
 SBC Global Curriculum Direct Sales Representative May to June 2006
 National Broadcasting Network (NBN-4) Training April to May 2002
PERSONAL INFORMATION:
Birthdate: January 31, 1983
Citizenship: Filipino
Civil Status: Married
REFERENCES:
Available upon request.