Genesis Nola
Verano
Merville, Paranaque City
Summary
Dynamic Human Resources Specialist with proven expertise at Wells Fargo in enhancing employee satisfaction and streamlining HR policies. Skilled in performance management and conflict resolution, I successfully implemented strategic recruiting plans and developed training modules, fostering a culture of diversity and inclusion while ensuring compliance with HR regulations.
Overview
13
13
years of professional experience
Work History
Human Resources Specialist
Wells Fargo
Taguig, Metro Manila, Philippines
01.2023 - Current
- Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Collaborated with department managers to identify staffing needs and create strategic recruiting plans.
- Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
- Provided support during organizational restructuring efforts, minimizing disruptions to daily operations while ensuring fair treatment of affected employees.
- Assisted employees in resolving conflicts through mediation services, leading to improved working relationships among team members.
- Enhanced employee satisfaction by implementing streamlined HR policies and procedures.
- Developed performance management systems that allowed for accurate tracking of employee progress and goal achievement.
- Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
Customer Service Specialist
Transcosmos
Taguig, Metro Manila, Philippines
01.2019 - 07.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Alorica
Makati City, Metro Manila, Philippines
04.2017 - 04.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Level 2 Technical Support Representative
Telus International Philippines
Taguig, Metro Manila, Philippines
11.2011 - 10.2015
- Anticipated potential user challenges after software updates/releases; preemptively developed troubleshooting guides to aid both clients and fellow technicians.
- Exceeded performance metrics for call quality, problem resolution rate, and customer feedback scores through proactive communication and thorough followup.
- Facilitated seamless software updates by conducting pre-release testing, identifying bugs, and providing detailed reports to development teams.
- Boosted first-call resolution rates by proactively addressing potential future issues during initial customer interactions.
- Promoted self-service options to customers by directing them to relevant online resources and guiding them through troubleshooting steps over the phone.
- Maintained expert knowledge of company products and services through regular participation in product training sessions and staying current on industry trends.
- Ensured that all critical issues were documented and escalated appropriately, leading to a more efficient resolution process.
- Reduced repeat calls by providing clear explanations of complex technical concepts to non-technical customers.
- Assisted in evaluating new support tools and processes by providing feedback on their effectiveness and ease of use.
- Supported diverse clientele by offering bilingual technical assistance when needed, improving overall customer satisfaction.
- Improved internal communication processes by sharing valuable insights gained from direct interaction with end-users during weekly team meetings.
- Acted as an escalation point for Level 1 support representatives when faced with complex or difficult cases requiring advanced expertise.
- Enhanced customer satisfaction by effectively resolving technical issues through phone, email, and chat support.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
Education
Bachelor of Science - Information Technology
Philippine Christian University Manila
Manila 04.2001 -
Skills
HR policies and procedures
Training development
Performance management
Benefits administration
Talent acquisition
Diversity and inclusion
Wages and salary
Payroll and benefits administration
Benefits package preparation
Payroll completion
HR information systems
Benefits administrator
HR services
HR policy/procedure development
Compensation planning
Time and labor control
HR program development
administer training modules
Customer service delivery
Human resources support
Documentation and recordkeeping
Time tracking and payroll administration
Human resources management systems
Problem-solving
Timeline
Human Resources Specialist
Wells Fargo
01.2023 - Current
Customer Service Specialist
Transcosmos
01.2019 - 07.2022
Customer Service Representative
Alorica
04.2017 - 04.2018
Level 2 Technical Support Representative
Telus International Philippines
11.2011 - 10.2015
Bachelor of Science - Information Technology
Philippine Christian University Manila
04.2001 -