Mina Doromal
Human Resources| Information Technology
Balagtas
Summary
Results-driven HR and Operations Professional with over 13 years of experience in Human Resources, Talent Management, Learning and Development, Administrative Operations, and IT Service Desk Support. Skilled in stakeholder management, onboarding and offboarding, employee engagement, process improvement, project coordination, and administrative support.
Experienced in managing calendars, coordinating meetings and training programs, maintaining documentation, developing SOPs, tracking projects and action items, and supporting cross-functional teams. Strong customer service and communication background gained from supporting internal and external customers across the US and global regions through phone, email, chat, and ticketing systems.
Highly organized, detail-oriented, and adaptable, with a proven ability to manage multiple priorities, maintain confidentiality, and deliver exceptional support in fast-paced and distributed work environments.
Overview
17
17
years of professional experience
Work History
Talent Management Specialist
EMERSON
09.2023 - 09.2024
- Executed talent management programs advancing employee development and supporting organizational growth.
- Coordinated learning programs, career development activities, and succession planning processes.
- Partnered with leaders and stakeholders across teams to enhance workforce planning and performance initiatives.
- Evaluated workforce trends to shape talent management strategies enhancing organizational growth and adaptability.
- Designed personalized onboarding initiatives accelerating new hire productivity and time-to-proficiency metrics.
- Optimized performance management processes, boosting employee engagement and ensuring alignment of goals with business objectives.
- Facilitated performance management processes, enhancing employee engagement and aligning goals with business objectives.
Training and Development Specialist
EMERSON
05.2022 - 09.2023
- Orchestrated and guided training sessions promoting knowledge sharing among employees across diverse business functions.
- Designed engaging e-learning materials featuring presentations, guides, and onboarding resources suitable for virtual and hybrid teams.
- Facilitated training needs assessments employing surveys, interviews, and consultations with key stakeholders.
- Facilitated improved employee learning experiences via creation of accessible and organized training resources.
- Allied with managers and HR teams to promote employee development initiatives.
- Managed training records, reports, and learning management documentation.
Human Resources Operations Specialist
EMERSON
04.2019 - 05.2022
- Facilitated HR operations encompassing onboarding, offboarding, employee relations, and HR administration.
- Engaged with cross-functional teams to promote employee engagement and HR initiatives.
- Optimized recruitment efforts by orchestrating interviews, improving candidate selection effectiveness.
- Refined onboarding procedures facilitating improved new employee integration and satisfaction.
- Facilitated employee training programs cultivating skill growth and improving team productivity.
- Spearheaded employee engagement initiatives encouraging positive workplace culture and boosting retention.
- Strengthened employee satisfaction via deployment of strategic engagement initiatives.
- Coordinated with department managers to identify skills gaps within teams, promoting targeted training programs that tackled these deficiencies.
- Promoted open lines of communication encouraging candid discussions about workplace issues between employees and leadership
Service Desk Trainer and Knowledge Base Manager
EMERSON
05.2014 - 04.2019
- Designed and conducted detailed training initiatives elevating service desk staff expertise.
- Established and sustained centralized knowledge base enhancing information retrieval efficiency for team members.
- Collaborated with diverse teams to pinpoint training gaps and establish specialized educational resources.
- Streamlined training materials and documentation, ensuring consistency and accuracy across service desk operations.
IT Service Desk Analyst
EMERSON
05.2011 - 04.2014
- Provided technical support for complex software issues, ensuring timely resolution and minimal downtime.
- Managed ticketing systems and support documentation, ensuring accurate tracking of customer inquiries and solutions.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Created user accounts and assigned permissions.
Customer Service Support Specialist
[24]7.ai
01.2010 - 01.2011
- Elevated customer satisfaction by addressing and resolving complex issues swiftly and professionally.
- Offered timely customer assistance via phone and email, upholding exceptional standards of professionalism at all times.
- Utilized CRM systems to accurately track customer interactions, maintain detailed case notes, and quickly access essential account information when required.
- Sustained in-depth knowledge of product offerings to offer reliable information and expert recommendations to customers.
Tier 1 Technical Support Representative
SIEMENS
01.2008 - 01.2010
- Provided technical support and troubleshooting assistance for customers and end users.
- Administered support requests through ticketing systems, facilitating swift resolution and meticulous documentation.
- Articulated technical solutions to users with diverse technical expertise, enhancing user comprehension.
- Engaged with team to tackle issue resolution and optimize processes, elevating overall support efficiency.
Education
Bachelor of Science - Electrical, Electronics and Communications Engineering
Bulacan State University
Malolos, Province Of Bulacan, Philippines01.2008
Skills
Talent management
Employee onboarding
HR systems
Training and development
Employee engagement
Recruitment and hiring
Administrative support
Customer service
Remote technical support
Ticket management
ADDITIONAL QUALIFICATIONS
- Strong organizational and administrative skills
- Advanced English Communication Skills (C2 Proficiency)
- Skilled in Calendar, meeting, and schedule management
- Experienced supporting geographically distributed teams
- Proficient in creating training materials, reports, and process documentation
- Adaptable, detail-oriented, and highly collaborative professional
Timeline
Talent Management Specialist
EMERSON
09.2023 - 09.2024
Training and Development Specialist
EMERSON
05.2022 - 09.2023
Human Resources Operations Specialist
EMERSON
04.2019 - 05.2022
Service Desk Trainer and Knowledge Base Manager
EMERSON
05.2014 - 04.2019
IT Service Desk Analyst
EMERSON
05.2011 - 04.2014
Customer Service Support Specialist
[24]7.ai
01.2010 - 01.2011
Tier 1 Technical Support Representative
SIEMENS
01.2008 - 01.2010
Bachelor of Science - Electrical, Electronics and Communications Engineering
Bulacan State University