Donabel Gutierrez
Barangay Bayorbor, Mataas na Kahoy
Summary
Specialist with strong problem-solving skills and proactive approach to tackling complex challenges. Demonstrates proven track record in delivering innovative solutions that drive efficiency and productivity. Adept at collaborating with cross-functional teams to achieve strategic goals and enhance operational performance. Committed to continuous improvement and fostering culture of excellence within organizations.
Overview
13
13
years of professional experience
Work History
Customer Solutions Specialist Level 3
PayPal Inc.
09.2020 - 11.2024
- Preparing the reports, training materials, modules for the latest updates/ products to be discussed with the team via LMS and Workday platforms
- Facilitates Team Meeting to discuss the organization's overall latest updates
- Provides systematic methods and procedures to ensure that the services exceed the quality standards and client requirements via QA metrics, Feedback and coaching, and Root cause analysis
- Handles call/ chat and email channel which covers all general/purchase concerns for Venmo Account holders
- Conducts close coordination with other departments to resolve some of the client’s issues on their accounts
- Provides real time resolution and concession to client’s app performance problems with their profile
- Resolves endorsements from different departments which involves their Venmo Profile concerns
- Creating disputes for unauthorized transactions
Continuous Education Trainer
Digital Room Inc.
12.2019 - 08.2020
- Translate requirements into trainings that will groom employees for the next step of their career path
- Build training program and prepare teaching plans
- Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
- Direct structured learning experiences and monitor their quality results
- Acclimate new hires to the business and conduct orientation sessions
- Deliver training courses
- Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behaviour
- Periodically evaluate ongoing programs to ensure that they reflect any changes
- Monitoring calls, chats and emails to ensure they follow data protection
- Analyzing and reporting data trends for coaching and training purposes to ensure that the team provides a positive experience for customers
Customer Service Representative Tier 3
Digital Room Inc.
08.2018 - 12.2019
- Resolves all kinds of concerns/ complaints from clients which are tagged to PT Managers in the most efficient manner
- Conducts investigations with the tickets that was assigned to PT Managers and identifies the cause of the complaints to address the issues of the customers
- Coordinates with other departments to resolve the client’s issues on their order
- Provides resolution and concession to client’s complaints with their orders
Shipping Coordinator Specialist
Digital Room Inc.
05.2017 - 07.2018
- Handles escalated call which covers all shipping concerns
- Provides real time assistance to the customer service representatives who has shipping concerns and issues on the client’s order
- Conducts close coordination with other departments to resolve some of the client’s issues on their order
- Provides resolution and concession to client’s delivery problems with their orders
- Resolves endorsements from different departments which involves shipping concerns
- Accomplish daily reports for Freight and Claims administrative tasks
- Prepares end of month report to ensure if the targeted KPI’s are being met
HR Assistant in Performance Management
SR Metals Inc.
09.2015 - 10.2016
- Company Overview: (Sister Company of Galeo)
- Monitoring the tracker for the probationary employees who are subject for regularization (Head Office and Project Sites)
- Monitoring the tracker for the fixed term and project based employees who are subject for renewal or extension (Head Office and Project Sites)
- Monitoring employees who are due for promotion or annual increase (Head Office and Project Sites)
- Releasing the Notice of Personnel Action Form (NOPA) together with the Performance Evaluation Form (PEF) to the Head of the concerned employees
- Making follow ups for the submission of the NOPA and PEF that has been released
- Reviewing the computation of performance percentage and other data of the accomplished NOPA
- Gathering of data in processing the NOPA and PEF for approval
- Processing the documents of those employees who are subject for increase and promotion through conducting studies/ analysis and making reports and proposals for each of them to be presented and discussed with the HR Manager and VP of HR for approval
- Endorsing all processed NOPA and PEF forms to the Legal HR for preparation of needed documents (i.e
- Contracts)
- Discussing the approved or disapproved processed documents with the employees
- (Sister Company of Galeo)
HR Assistant in Recruitment
Galeo Equipment Corporation
01.2015 - 09.2015
- Making Job postings online for San R Construction (Affiliate of Galeo Equipment Corporation)
- Sourcing potential and qualified candidates for the open positions
- Screening applicants thru conducting initial interviews and exams(Rank and File to Managerial)
- Endorsing qualified applicants for final interview to the respective heads
- Making Job Offers to qualified applicants
- Making reports and presentations for the Weekly Mancom Meeting
- Conducting reports in the Weekly Mancom Meeting
- Making Cash Advances for the hired employees’ travel allowance
- Making the Travel Request Form for the hired employees
- Attends Job Fairs and Recruitment Activities in different project sites (Baguio, Mindoro, Tubay, NAIA, Palawan, Surigao)
- End to end process of recruitment
HR Assistant in Recruitment
Seaoil Philippines Inc.
07.2013 - 06.2014
- Making Job postings online
- Sourcing potential and qualified candidates for the open positions
- Screening applicants thru conducting interviews and exams
- Endorsing hired applicants for training (Station Personnel)
- Making Job Offers to qualified applicants
- Attends Job Fairs in NCR and in Davao
- End to end process of recruitment
On the Job Training (Recruitment)
Smart Communications Inc.
04.2012 - 06.2012
- Assist in the end to end recruitment process
Education
BSBA - Major in Human Resource Development Management
University of Santo Tomas
2013
High School/ Secondary -
De La Salle Lipa Integrated School
2009
Primary/ Elementary
De La Salle Lipa Integrated School
2005
Skills
- Cybersecurity knowledge
- Relationship building
- Strategic planning
- Product development
- Performance optimization
- Information analysis
- Innovative thinking
- Thought leadership
- Effective delegation
- Data analysis
- Client engagement
- Enterprise Resource Planning
- Business process improvement
- Project coordination
- Resilience under pressure
- Results-Oriented approach
- Risk assessment
- Conflict resolution
- Excel proficiency
- Technical writing
- Database management
- Attention to Detail
- Report generation
- Presentation preparation
- Confidentiality awareness
- Administrative skills
- Document management
- Verbal articulation
Languages
English
Bilingual or Proficient (C2)
Filipino
Bilingual or Proficient (C2)
References
- Available upon request
Accomplishments
- Civil Service Passer (Professional) - April 14, 2013, 80.83%
Hobbies and interests
- Reading nonfiction books
- Watching series
- Playing Volleyball
- Drawing/ Sketching
- Spending quality time with family and friends
Timeline
Customer Solutions Specialist Level 3
PayPal Inc.
09.2020 - 11.2024
Continuous Education Trainer
Digital Room Inc.
12.2019 - 08.2020
Customer Service Representative Tier 3
Digital Room Inc.
08.2018 - 12.2019
Shipping Coordinator Specialist
Digital Room Inc.
05.2017 - 07.2018
HR Assistant in Performance Management
SR Metals Inc.
09.2015 - 10.2016
HR Assistant in Recruitment
Galeo Equipment Corporation
01.2015 - 09.2015
HR Assistant in Recruitment
Seaoil Philippines Inc.
07.2013 - 06.2014
On the Job Training (Recruitment)
Smart Communications Inc.
04.2012 - 06.2012
High School/ Secondary -
De La Salle Lipa Integrated School
Primary/ Elementary
De La Salle Lipa Integrated School
BSBA - Major in Human Resource Development Management
University of Santo Tomas
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