Hi, I’m
Rejean Karla Lanto
Caloocan City, Metro Manila
Summary
Senior Supervisor skilled in BPO and Human Resources and managing complex projects with general oversight. Effectively communicates within and outside function to gain cooperation on operational processes, practices, and procedures. Documented leadership success in making moderate to substantial improvements to enhance staff training and productivity and achieve goals.
Overview
15
years of professional experience
1
Certification
Work History
Concentrix
Sr. Supervisor, Training and Quality
03.2024 - Current
Job overview
- Develop well-trained and competent professionals who continuously improve the organization and themselves
- Drives initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes
- Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations
- Creates and maintains consultant training schedule
- Evaluates levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on the execution of improvement action plans
- Conduct Coaching and Development sessions with team members to drive continuous improvement
- Develop strong working relationships with key Business stakeholders, internal and external
- Oversee audits of key Training and Quality support processes within each account and recommend changes
- Administration of applicable certification and training processes for staff, including internal and client requirements
- Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions, as appropriate
- Lead Training and Quality task forces/action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)
- Conduct analysis on Training and Quality performance to identify trends and determine root cause to present findings, both internally and externally, and lead corrective action plans.
Dynamic Strategy Solutions Experts Corporation
HR Business Partner
07.2023 - 12.2023
Job overview
- Employee Lifecycle: Talent Acquisition/Recruitment, Onboarding, Offboarding
- Compliance Regulations: submit DOLE reports, partner with Legal Department, ensure regulatory compliance, assess legal risks in relation to running the business, up-to-date on government circulations particular to labor and developments related to the work of HR, regular review of Employee Handbook, review strategies, policies, and practices of all HR facets
- Organizational Development: performance management guidance to members of the Leadership Team, HR Internship Program, Rewards and Recognition Program, a welfare champion by devising initiatives and trainings that center on the personal wellbeing and professional development of employees
- Client Retention: develop and review policies and processes to meet the demands of the business, understand the pain points of existing clients through monthly business analysis, quarterly business review, and annual report.
Amazon
HR Specialist I
05.2022 - 07.2023
Job overview
- POC for APAC Programs - AWS, Corporate, Consumer, Fulfillment Center, Customer Service business lines
- Stakeholder Management
- Vendor Management
- Simplified reporting mechanism for APAC Programs
- Worked closely with the Manager to identify areas for improvement
- Took ownership of implementing changes
- Participated in technical program enhancement and expansions
- Improved and maintained compliance metrics for HR, Leadership, and business review.
Amazon
Senior Administrator (HR Assistant III)
12.2020 - 05.2022
Job overview
- POC for AWS, Corporate, Consumer business lines
- Vendor Management
- Built mechanism for JP Non-AWS BGC Initiation
- Simplified the reporting mechanism of Pending Hires Report for APAC Programs
- Worked closely with the Manager to identify areas for improvement
- Took ownership of implementing changes
- Performed training and skill transfers to new hires
- Participated in technical program enhancement projects with HR Systems teams
- Run regular audits to ensure 100% adherence the compliance regulation
- Improved and maintained compliance metrics for HR, Leadership, and business review.
Amazon
Senior Associate (HR Assistant II)
12.2019 - 12.2020
Job overview
- Administered the initiation and adjudication of background checks and provided additional support
- Responded to system access requests, questions, and troubleshoot program issues on behalf of employees, managers and HR
- Monitored service level agreements, resolved issues with internal and external service providers.
Concentrix
Team Leader Trainee
08.2019 - 10.2019
Job overview
- Handled and developed Production Agents
- Ensured attainment of metrics by upskilling through skill transfer, coaching, and accountability discussion
- Responsible for correcting and approving time cards for accuracy of salary paid to the agents
- Cascaded update to the agents
- Rendered phone time hours as needed by the program.
Concentrix
Team Leader OIC
11.2018 - 08.2019
Job overview
- Handled and developed Production Agents
- Ensured attainment of metrics by upskilling through skill transfer, coaching, and accountability discussion
- Responsible for correcting and approving time cards for accuracy of salary paid to the agents
- Cascaded update to the agents
- Rendered phone time hours as needed by the program.
Concentrix
Compliance Analyst
01.2017 - 10.2018
Job overview
- Responsible to audit, investigate, and report fraud and theft within customer's account and transactions, and monitor and report sites' repeat offenders
- Ensured confidentiality of all information collected for possible fraud audit and investigation
- Determined fraud trends by analyzing accounts and tools usage and activity pattern; and generate fraudulent activity reports for Operations
- Endorsed cases to Corporate Security for investigation if fraudulent activities deemed to have intent.
Concentrix
Subject Matter Expert (Compliance Analyst / Internal Auditor)
01.2017 - 03.2018
Job overview
- Selected to be part of Wave 2 conversion for DTV TEC
- Supported Wave 1 NH while finishing Transition period from U-Verse to DTV TEC
- Handled and Graduated 8 Transition Waves (Waves 1, 2, 4, 9, 17, 22, 37, 44)
- Acted as Senior/Lead TA for 4 Transition Waves (Waves 9, 17, 22, 37)
- Attending/Facilitating RJP [Realistic Job Preview] classes
- POC for Transition Deck/Curriculum Review, Call Library, SharePoint Management, Care Commitment, Save-A-Call Process, Workplace Preservation/Clean Desk Policy.
Concentrix
Subject Matter Expert (Transition Advocate)
12.2015 - 01.2017
Job overview
- Handled and Graduated 2 Waves (91 and 94)
- Assisted Transition Team Lead in deploying action plans
- Handled and managed a mini-team consisting of 5-7 agents to ensure consistency and compliance to process as well as action plans
- Delivered 100% coaching compliance for all Detractor surveys and other critical incidents within 24 hrs
- Provided knowledge-based coaching to improve compliance, communication, and technical skills
- Acted as primary Floor Walker and assist Transition agents during their scheduled phone time
- Co-facilitated pre-shift and post-shift debriefs and refreshers.
Concentrix
Subject Matter Expert (Customer Advocate Intern)
05.2015 - 10.2015
Job overview
- 100% completion of Customer Advocate duties.
Concentrix
Sr. Customer Service Specialist
05.2014 - 05.2015
Job overview
- Consistently exceeded metric performance
- Mentoring new hire agents joining the team.
International SOS
Administrative Officer
07.2012 - 02.2014
Job overview
- Reported directly to the Team Manager
- Worked closely with the Medical Assistance Services Executives (MASEs) and the Claims Liaison Officers (CLOs)
- Maintained and updated the master list of providers, participating and non-participating, for the Philippine Demonstration Project (PDP)
- Prepared the PDP presentation materials used by the MASEs when approaching new providers to build the network of approved providers
- Ensured that the signed documents - Signature on File (SOF), Memorandum of Understanding (MOU) for TRICARE Demonstration Project Participation, Addendum to MOU for TRICARE Demonstration Project Participation, MOU for TRICARE Demonstration Project Participation-Individual & Institutional Providers' Appendices - were filed.
NCO Group
Sr. Masterdata Entry Clerk
04.2011 - 07.2012
Job overview
- Responsible for preparing, loading, and verifying new employee data and for providing administrative support to Payroll & Benefits Team
- Performed audits on master data in SAP to ensure integrity of information
- Acted as back up to for producing daily and weekly reports validating transfer of new employee data from the Hiring Management System (HMS) to the Human Resource Information System (HRIS), and producing monthly HMS audit reports.
NCO Group
HR Assistant for HRIS
12.2010 - 04.2011
Job overview
- Reviewed employee movement forms and employment histories prior to final processing of the papers
- Maintained and updated employee data on the company database
- Generated reports for Regularization Bonus and Loyalty Bonus
- Trained for SAP integration and database migration.
NCO Group
HR Assistant for HR Compensation and Benefits
04.2010 - 12.2010
Job overview
- Mentored new hire HR Data Processors
- Reviewed employee movement forms and employment histories prior to final processing of the papers
- Reported discrepancies and errors in the movement forms
- Maintained and updated employee data on the company database
- Created reports for Annual Appraisal and Regularization, and endorsement for Regularization Bonus and Loyalty Bonus
- Attended to employees' concerns on statutory benefits
- Assisted in processing BIR updates and claims for SSS, Pag-ibig, PhilHealth
- Created and updates trackers for statutory benefit claims
- Maintained employee 201 files.
NCO Group
HR Assistant for HR Data Processing
07.2009 - 04.2010
Job overview
- Reviewed employee movement forms
- Maintained and updated employee data on the company database.
Education
Manila Central UniversityCaloocan City, Metro Manila, Philippines
Bachelor of Science from Psychology
04.2009
Skills
- Performance Management and Improvement
- Compliance understanding
- Employee Development through Coaching, Training, and Mentoring
- Data Analysis
- Processes and procedures
- Human Resources Management
- MS Office
Websites
Certification
- Navigating Your Own Emotions
- Navigating Other People's Emotions
- Managing Pressure and Stress to Optimize Performance
- Account Management: Maintaining Relationships
- Change Management Foundations
- Recruitment Training
Timeline
Sr. Supervisor, Training and Quality
Concentrix
03.2024 - Current
HR Business Partner
Dynamic Strategy Solutions Experts Corporation
07.2023 - 12.2023
HR Specialist I
Amazon
05.2022 - 07.2023
Senior Administrator (HR Assistant III)
Amazon
12.2020 - 05.2022
Senior Associate (HR Assistant II)
Amazon
12.2019 - 12.2020
Team Leader Trainee
Concentrix
08.2019 - 10.2019
Team Leader OIC
Concentrix
11.2018 - 08.2019
Compliance Analyst
Concentrix
01.2017 - 10.2018
Subject Matter Expert (Compliance Analyst / Internal Auditor)
Concentrix
01.2017 - 03.2018
Subject Matter Expert (Transition Advocate)
Concentrix
12.2015 - 01.2017
Subject Matter Expert (Customer Advocate Intern)
Concentrix
05.2015 - 10.2015
Sr. Customer Service Specialist
Concentrix
05.2014 - 05.2015
Administrative Officer
International SOS
07.2012 - 02.2014
Sr. Masterdata Entry Clerk
NCO Group
04.2011 - 07.2012
HR Assistant for HRIS
NCO Group
12.2010 - 04.2011
HR Assistant for HR Compensation and Benefits
NCO Group
04.2010 - 12.2010
HR Assistant for HR Data Processing
NCO Group
07.2009 - 04.2010
Manila Central University
Bachelor of Science from Psychology