Summary of Background Human Resource BPO / Contact Center Operations
(Over 7 Years) (Over 7 Years)
>Business Partner/ Admin > Customer Service
> Recruitment and Selection > Technical Support
(for all positions/levels) > Publishing Services
> Sourcing and Branding > Healthcare (for 2 LOBs )
> Job Offer and Orientation Provider: Benefits and Claims
> Employee Relations / Labor Laws Member: Customer Service, Retention
> Compensation and Benefits and Payment Processing
> Payroll and Tax Computation > Financial Services
> Licenses and Permits Processing > Marketing and Sales
> Facilities, Safety and Security > Virtual Assistant for Mktg and Retail
> Training and People Development > Business Planning and Development
Personal Information
Nickname: Willard / Will
Date of Birth: November 13, 1977
Age: 41 years old
Civil Status: Married

CURRENT PROJECTS

HR Consultancy Services: for Rich Audio, Visayas Fish Trading and Lucky 3 Lending Corp
Home-based Marketing and Sales Consultant for a Publishing firm

WORK EXPERIENCES

Human Resource Manager
Contact Solutions | 1st Floor, KRC IT Zone, Subangdaku, Mandaue City
(September 12, 2016 – October 25, 2017)

Job Description and Accomplishments:
Overseeing/Managing all facets of human resource but mainly focused in the Recruiting & Selection, Employee Relations and Employment/ Labor concerns.
Initiated the creation and improvement of all processes in recruitment, on-boarding and new hire orientation, pre-employment submission, 201 filing, regularization, termination and employment status monitoring, lateral transfer, off-detailing, incident report filing, admin hearing and safety regulations.
Prepares activities, projects and initiatives which engages employee participation
Drafted forms for recruitment, initiated calibration with account managers and created interview guidelines for every line of business (LOB) specific to the
Monitors movement of candidates, collates and record interview results for future calibration, provides updates to management for successful and possible hires (including endorsement to other accounts /LOB) and provides feedback to candidates
Initiated and drafted guidelines in Performance Evaluation of all employees/ Created guidelines in creating monthly scorecard, merit increase, etc
Provided coaching guidelines to management team
Handles Facilities, Security and Safety Guidelines, Monitoring and Requesting of office supplies
Schedules monthly meeting with executives and management/ Provides updates on ongoing projects and plans for future activities

Recruitment/HR Specialist (contractual/ project employment)
RealPage Inc. | 10th Floor, IT Tower 2, Cebu Business Park
(March 16, 2016 – August 25, 2016)
POC for Recruitment – Conducts Initial and HR Final Interviews for all candidates including: managers, staff, agent and non-agent positions
Facilitates exams, call simulation and recording/ POC for Versant
Monitors movement of candidate and provides timely feedback of results (HR level only)
Collates interview notes from all interviewers (for calibration purposes)
Conducts Job Offer, Pre-Employment Discussion and On-boarding of new hires
Database Management and Stats Reporting
Class List Creation and Ultipro (system) Updating
POC for Employee Referral Program (ERP)
Weekly/Monthly reports preparation and submission
Project Creation for Continuous Improvement

HR Officer (Consultancy)
ChannelGrowth| Onael Bldg., Capitol Site, Cebu City
(December 15, 2015 – March 13, 2016)
Drafted contracts, employee handbook and code of conduct
Outlined policies and procedures for the company
Created templates, trackers for attendance monitoring, payroll and violation monitoring
Handles Compensation and Benefits
Agent and Non-agent Interviews
Conducts Job Offer and Orientation for New Hire
Created process for recruiting, training and operations
Provided insights and guidelines for training team
Created Training Modules for Communication Enhancement
Calibration with QA, Training and Operations
Oversees admin tasks and support
Handles exit interview and processing of last pay
Discussion of policies to the organization
Organizational Development and Planning

Recruitment Specialist/Talent Acquisition Coordinator
Convergys Corporation| Ground Floor-The Link Bldg, Asiatown IT Park, Cebu City
(June 1, 2014 – December 15, 2015) – Note: This serves as a promotion and continuation from my position as healthcare advocate below.
Conducts Behavioral Interview and Communication Skills Assessment
Administer exams and conducts Job Offer
Database Management/ Peoplesoft (software) administration
Account Monitoring and Calibration
Provides analysis and reports
**Awarded as Most Outstanding Recruiter in July 2015**

Healthcare Advocate(Provider and Member Line for Anthem BCBS)
Convergys Corporation | The Link Bldg, Asiatown IT Park, Cebu City
(September 24, 2012 – May 31, 2014)
Provide accurate benefit information on the subscriber/patient’s health coverage
Give status on a provider’s claim and explain reasons for denial
Payment services/Member Inquiry/Payment Processing (Member Line)

Check In Coordinator/ Publishing Services Associate/ Consultant
Author Solutions Inc. (Xlibris Corp.), 6th Floor, TGU Tower, IT Park, Cebu City
(June 6, 2011 – July 11, 2012)
Provide guidelines to self-published authors
Oversees the overall production/design/minor editing and content evaluation /publication stages of the book
Offers publishing and marketing services

Senior Service Supervisor/ Admin Officer
Rentokil Initial (Phils) Inc. | Filnit Bldg., V. Rama Ave., Cebu City
(May 6, 2010 – May 31, 2011)
Manage portfolio of the business
Oversees both divisions (Pest Control and Hygiene)/
Handles, monitors productivity, completion of service reports and performance for both technicians and staff
Monitors DTR, Process payroll, In-charge of employee discipline, labor relation, hiring and termination of technicians, Facilitates monthly, quarterly and yearly evaluations
Scheduling of services to clients/HR-related tasks (preparation for payroll/employee relation/attendance monitoring/processing permits)
Provides reports of day to day activities and check clients feedback
Analyze and provide proposals to possible new business
Visit clients and provide prompt action plans in compliance with safety and environment

Customer Care Representative(for Comcast)
Convergys Corporation | 11th Floor, i2 Bldg., Asiatown IT Park, Cebu City
(November 14, 2007 – May 5, 2010)
Process customers’ orders placed on the web
Troubleshooting and scheduling of technician
Provide quality and unparalleled customer’s satisfaction

Sr. Recruitment Assistant
Accenture | Pioneer Bldg., Cebu Business Park
(July 9, 2007 – October 19, 2007)
POC Pre-employment requirements
POC for entry level hiring of programmers
Database management (Applicant info, Recruiting Stats)

Recruitment Associate (contractual)
Convergys Corporation | Arcenas Estate, Banawa, Cebu City
(October 6, 2005 – June 23, 2007)
Administrator for computer-based examination
Stats Analyst / Reports and Database Management (Peoplesoft encoding)
Job Offer Coordinator/ Pre-Employment Requirement Facilitator
Initial Interviews/ Applicant interview scheduling

Collector/ Liaison Officer/Disbursement Officer
SCEGA Multi-Purpose Cooperative | Casuntingan, Mandaue City, Cebu
(July 2003 – August 2005)

Head Barista
Bo’s Coffee Club- SM City Cebu
(June 2002 – July 2003)

EDUCATIONAL BACKGROUND

Bachelor of Science in Commerce Major in Management
Cebu Institute of TechnologyUniversity | N. Bacalso Ave., Cebu City
March 2002

High School/Secondary
Cebu Institute of TechnologyUniversity | N. Bacalso Ave., Cebu City
March 1994

Primary/Elementary
YLAC Free School | P. Gomez St., Cebu City
March 1990

CERTIFICATIONS and RECOGNITIONS

Target Selection Interface (TSI) / Behavioral Competencies Certified
Center for English Efficiency Training (CEET) Certified
Environmental Health and Safety Certified
Leadership Training Certification
Pest Control Awareness Certification

CHARACTER REFERENCES

Mr. Joseph P. Lofranco
09426752161
General Manager – Contact Solutions

Ms. Tessa B. Frencillo
09173236574
Former Sr. Recruitment Officer of Convergys/
Current Executive Asst. to the Mayor (Tacloban City Hall)

Mr. Andrei H. Cuizon
09176332201
Manager – Lucky 3 Lending Corp

Mr. Richard F. Solon
09778156975
Owner/ Entrepreneur
Rich Audio Services / Visayas Fish Trading