Noel Gumapac
Seasoned Operations And Recruitment Manager
Quezon City, Metro Manila
Summary
Proven leader in client solutions and recruitment, adept at fostering growth and optimizing solutions. At Solvable Global, the team spearheaded initiatives that enhanced client satisfaction and team productivity. Skilled in relationship management and project implementation, the strategies have significantly contributed to business success, with a keen focus on client development and staff training. Goal-oriented Client Solutions Manager collaborates with sales and research teams to understand client operations and build business ties. Skilled in networking and converting leads into established customers. Over 15+ years of experience designing solutions that exceed expectations.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
AI-Enhanced VA Client Solutions Manager
Solvable Global
05.2024 - Current
- As an AI-Enhanced Virtual Assistant (VA) Client Solutions Manager I am responsible for managing relationships with clients who use AI-powered virtual assistant services. This role combines traditional client management with expertise in AI technologies to ensure that virtual assistants meet clients' needs effectively. Here are key responsibilities and tasks I handle:
- Client Relationship Management
- Customization and Optimization
- Training and Support
- Data Analysis and Reporting
- Strategic Consulting
- Collaboration with AI Development Teams
- Upselling and Renewals
Lead Recruitment Manager
Remote Staff
02.2022 - 03.2024
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Mentored junior recruiters in best practices and strategies for sourcing top talent, contributing to team growth and development.
- Negotiated competitive salary packages and benefits for new hires, contributing to an improved employer brand image and increased employee satisfaction.
- Conducted thorough interviews and assessments to identify top talent, ultimately increasing employee retention rates within the company.
- Collaborated with marketing team members to create engaging job advertisements that accurately represented company values and attracted suitable applicants.
- Leveraged social media platforms effectively for promoting open positions among targeted audiences, increasing online visibility of job opportunities significantly.
- Met with managers to discuss vacancies, applicant qualifications, and characteristics of top candidates.
- Created a positive candidate experience by maintaining transparent communication and providing timely feedback throughout the recruitment process.
- Analyzed recruitment metrics regularly to identify areas of opportunity for improvement, implementing necessary adjustments to enhance overall performance.
- Implemented diversity initiatives within the recruitment process, resulting in a more inclusive workforce that fosters innovation and collaboration.
- Maintained up-to-date knowledge of industry trends and employment legislation changes, ensuring compliance throughout the hiring process.
- Streamlined the recruitment process by implementing a centralized applicant tracking system, reducing time-to-hire and improving candidate experience.
- Designed, developed, and implemented successful recruitment process to fill more than 100 vacancies each year.
- Championed employer branding initiatives internally and externally, increasing awareness of company culture and values while fostering employee pride.
- Developed comprehensive job descriptions for various positions, attracting high-quality candidates and ensuring a smooth onboarding process.
- Partnered with external agencies to supplement internal efforts when necessary, expanding talent pool reach while maintaining control over the selection process.
- Developed and maintained strong relationships with hiring managers to deeply understand departmental needs and tailor recruitment strategies accordingly.
- Streamlined recruitment processes, resulting in more efficient candidate evaluation system by implementing advanced applicant tracking software.
- Negotiated with external recruitment agencies to secure favorable terms, optimizing cost-per-hire while maintaining quality standards.
- Led team of recruiters, fostering collaborative environment that improved overall team performance and candidate satisfaction.
- Analyzed recruitment metrics to identify trends and areas for improvement, adjusting strategies to meet evolving business needs.
- Managed high-volume recruitment campaigns for critical roles, ensuring timely placements without compromising on quality.
- Reduced time-to-hire metrics by streamlining interview processes, enabling quicker decision-making and more responsive candidate experience.
- Tailored recruitment messaging to align with company's culture and values, attracting candidates who are better cultural fit.
- Oversaw negotiation of job offers, balancing candidate expectations with internal equity and budget constraints.
- Improved candidate experience by establishing consistent communication protocol, ensuring timely updates throughout selection process.
- Crafted compelling job descriptions that accurately reflected role requirements and attracted right candidates.
- Discovered and resolved complex employee issues that affected management and business decisions.
- Recruited top talent to maximize profitability.
- Promoted continuous improvement by soliciting feedback from candidates and hiring managers post-hire, identifying opportunities to enhance recruitment process.
- Reduced process gaps while supervising employees to achieve optimal productivity.
- Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
Senior Recruitment Specialist
Concentrix
07.2019 - 01.2022
- Maintained up-to-date knowledge of employment laws and regulations, ensuring compliance throughout the recruitment process.
- Enhanced candidate pool quality by implementing targeted recruitment strategies and sourcing techniques.
- Optimized job postings for search engine visibility, increasing application volume from highly-qualified candidates.
- Developed comprehensive job descriptions that attracted qualified candidates, resulting in faster time-to-fill rates.
- Implemented creative sourcing strategies to tap into passive candidate pools, reducing time-to-hire and improving overall candidate quality.
- Conducted regular follow-ups with placed candidates, ensuring satisfaction and addressing any concerns or issues proactively.
- Streamlined the hiring process for increased efficiency, utilizing applicant tracking systems and data-driven decisionmaking.
- Built strong relationships with hiring managers to better understand their needs and ensure placement of top talent.
- Negotiated competitive salary packages on behalf of clients, securing top talent while maintaining budget constraints.
- Conducted thorough candidate screenings through interviews and background checks, ensuring a high level of fit for each role.
- Established lasting relationships with industry professionals through networking events, enhancing company reputation and fostering long-term talent pipelines.
- Mentored junior recruiters in best practices, increasing team performance and contributing to company success.
- Partnered with universities to develop internship programs that fostered talent development and supported long-term growth initiatives within the organization.
- Leveraged social media platforms to connect with potential candidates, building a robust pipeline of future applicants.
- Collaborated cross-functionally with HR teams to streamline onboarding processes for new hires, creating positive first impressions and expediting integration into company culture.
- Managed end-to-end recruitment process for multiple roles simultaneously, meeting tight deadlines without compromising quality.
- Reduced agency reliance by cultivating an extensive internal database of talented professionals ready for immediate hire as needed.
- Identified skill gaps within existing workforce through regular reviews, recommending targeted training programs that improved employee capabilities and productivity.
- Analyzed recruitment metrics to identify areas for improvement, implementing data-driven changes that led to a more efficient hiring process.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Hired employees and initiated new hire paperwork process.
- Administered employee benefits programs and assisted with open enrollment.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Collaborated with managers to identify and address employee relations issues.
Senior Collections Specialist
Concentrix
06.2018 - 06.2019
- Spearheaded process improvement initiatives that resulted in streamlined procedures contributing to shorter resolution timelines.
- Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery.
- Oversaw training initiatives for new hires, resulting in increased productivity and consistent performance standards across the team.
- Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.
- Optimized resource allocation by closely monitoring key performance indicators and adjusting strategies accordingly.
- Streamlined the collections process for increased success rates and improved customer relations.
- Championed technological innovations within the department, integrating cutting-edge solutions that enhanced overall productivity levels and cost-efficiency measures.
- Established performance benchmarks for team members, fostering accountability and driving continuous improvement efforts.
- Maintained strict compliance with federal regulations and industry best practices to ensure ethical collection practices at all times.
- Analyzed financial data to develop customized payment plans suited to individual debtor circumstances while still aligning with company objectives.
- Negotiated settlements with debtors, achieving mutually beneficial resolutions while maintaining professional relationships.
- Leveraged excellent interpersonal skills when liaising with external partners, such as legal counsel and credit bureaus, ensuring positive working relationships.
- Collaborated with cross-functional teams for seamless integration of collections efforts with other business operations.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated to collect balance in full.
- Researched accounts and completed due diligence to resolve collection problems.
Project Coordinator
Concentrix
11.2017 - 06.2018
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Created job files for each project and maintained current data in each file.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
Project Manager
Shell Business Operations
06.2014 - 06.2015
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Managed the end-to-end Offshoring of a Customer Service Department of an Energy company based in Australia into a vendor in the Philippines
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Provided detailed project status updates to stakeholders and executive management.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Negotiated and managed third-party contracts related to project deliverables.
- Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Coordinated material procurement and required services for projects within budget requirements.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.
- Created accurate budgets based on resource requirements, allowing for optimal allocation of funds across all aspects of the projects.
- Achieved high levels of team engagement and morale by promoting collaborative and inclusive work environment.
- Enhanced project delivery times by streamlining communication channels between development and operations teams.
- Facilitated smoother project transitions, ensuring thorough documentation and effective handovers.
Service Delivery Manager
Teletech - Novaliches
09.2012 - 09.2013
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Streamlined operations for improved customer satisfaction and retention rates.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Supervised operations of 24-hour customer service desk staffed by 400 plus team members.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Coordinated new hire recruitment, training and development.
- Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
- Coordinated and led internal and external site team meetings.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Managed third-party contracts to drive delivery of required services.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Facilitated completion of deliveries and verified documentation.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Contributed to internal and external account reviews.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Developed and maintained knowledgeable and productive team of employees.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Prospected for leads to build pipeline and convert to sales opportunities.
- Reviewed established business practices and improved processes to reduce expenses.
- Created and enforced detailed organization processes to increase quality and service standards.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Tracked production and quality control systems to proactively identify deficiencies.
Operations Manager
Ready Flowers
03.2010 - 08.2012
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Operations Manager
Alorica
11.2006 - 11.2009
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Reduced turnaround time for project completion through effective resource allocation and team management.
Education
Bachelor of Science - Secondary Education
Rizal Technological University
Mandaluyong City, Metro Manila, Philippines 03.1995 - 01.2000
Skills
Solution Optimization
Timeline
AI-Enhanced VA Client Solutions Manager
Solvable Global
05.2024 - Current
Lead Recruitment Manager
Remote Staff
02.2022 - 03.2024
Senior Recruitment Specialist
Concentrix
07.2019 - 01.2022
Senior Collections Specialist
Concentrix
06.2018 - 06.2019
Project Coordinator
Concentrix
11.2017 - 06.2018
Project Manager
Shell Business Operations
06.2014 - 06.2015
Service Delivery Manager
Teletech - Novaliches
09.2012 - 09.2013
Operations Manager
Ready Flowers
03.2010 - 08.2012
Operations Manager
Alorica
11.2006 - 11.2009
Bachelor of Science - Secondary Education
Rizal Technological University
03.1995 - 01.2000
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