MARIA EXANDRA DJOANNE BALISI
CITY OF SAN PEDRO, LAGUNA
Summary
A proactive and self-motivated SME who is knowledgeable in major facets of HR Shared Services mainly Contact Centre and Escalations, Payroll and Employee Data Management who wants to establish herself in an organization that will utilize her experience, organizational skills and ability to work well with people which will allow her to grow with new challenges.
Overview
10
10
years of professional experience
Work History
COO PEOPLE - CONTACT CENTRE SME
ING HUBS PHILIPPINES
08.2021 - Current
- Acted as team leader to assist circle lead in managing the team
- Completion of QA results on a monthly basis
- Updated/approved/initiated changes in the existing process documents, KB articles
- Main POC for any changes/updates in ING Today
- Monthly 1:1 coaching with junior team members for QA results, contributing to their professional growth and development.
- Served as a liaison between team members and stakeholders to ensure alignment on process updates and/or changes and deliverables.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Boosted team morale and productivity through effective leadership and clear communication.
CONTACT CENTRE SPECIALIST
ING HUBS PHILIPPINES
12.2020 - 07.2021
- Enhanced employee satisfaction by addressing and resolving complex inquiries in a timely manner.
- Provides end-to-end support to employees, which include use of standard scripts and specific guidelines and procedures, to handle queries via chat/ticket management/outbound calls.
- Seeks help and/or escalates issues/queries when it is appropriate to do so to help resolve customer issues expeditiously.
- Streamlined contact center operations for increased efficiency through process improvements and automation.
- Collaborated with team members to share best practices, optimizing overall contact center performance.
HR DELIVERY TEAM LEADER
IBM GLOBAL PROCESS SERVICES, INC.
06.2015 - 11.2020
- Exposed to client phasing as meetings with clients are done on a daily basis to provide updates and collaborative ideas in the process improvement and planning.
- Ensures customer satisfaction is prioritized by implementing solutions as well as delivering quality and productivity in meeting service desired levels.
- Oversees day-to-day teams' operational metrics and performance, does regular coaching and mentoring of team members and monitors team performance and report on metrics
PAYROLL PRACTITIONER
IBM GLOBAL PROCESS SERVICES, INC.
09.2019 - 03.2020
- Processes HR transactions in SAP for Australian employees
- Data entry and validation of all allowances, deductions and other payroll related payments to reflect in the employees’ records
- Audits payments and leaves of employees as requested Conducts Payroll runs and reports to process employee salaries
HR CASE MANAGER
IBM GLOBAL PROCESS SERVICES, INC.
09.2016 - 08.2019
- Handles complex queries and transactions revolving around employees’ and other HR records
- Performs QA audits of agents’ calls and emails as well as interaction with the client
- Provides floor support for Tier 1’s emails, calls and chats and receives supervisory call when an employee needs a manager or supervisor to talk to
- Addresses escalated requests with high priority level and complaints on all HR concerns with urgency that needs to be resolved within 24 hours
- Dispatches and generates adhoc reports on a daily basis as needed
- Coordinates with the clients through conference meetings
Education
Bachelor of Science - MAJOR IN HUMAN RESOURCE MANAGEMENT
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
San Pedro, Province Of Laguna, Philippines05-2015
Skills
- Interpersonal skills
- Ability to quickly adapt to change and can multitask
- Works with minimal supervision Establishes good working relationship with leaders and peers Strong skills in both written and oral communication
- Committed and passionate to work
- Competent SAP User (Knowledgeable in maintaining HR data in SAP)
- In-depth knowledge in Workday and ServiceNow
- Specializes in handling simple and complex queries for APAC employees
- Skilled in operations and stakeholder management
- Great leadership skills and critical thinking
Timeline
COO PEOPLE - CONTACT CENTRE SME
ING HUBS PHILIPPINES
08.2021 - Current
CONTACT CENTRE SPECIALIST
ING HUBS PHILIPPINES
12.2020 - 07.2021
PAYROLL PRACTITIONER
IBM GLOBAL PROCESS SERVICES, INC.
09.2019 - 03.2020
HR CASE MANAGER
IBM GLOBAL PROCESS SERVICES, INC.
09.2016 - 08.2019
HR DELIVERY TEAM LEADER
IBM GLOBAL PROCESS SERVICES, INC.
06.2015 - 11.2020
Bachelor of Science - MAJOR IN HUMAN RESOURCE MANAGEMENT
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
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