Romelle Bañas
Cavite City
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
MY HR LIVE SUPPORT TEAM MANAGER (ACTING)
Amazon Operation Services Philippines
Pasay City
06.2022 - 07.2023
- Serve as primary point of contact for support related to HR policies, benefits, and other employment-related matters for employees across 7 APAC countries (Philippines, Australia, New Zealand, Indonesia, Malaysia, Vietnam and Thailand.
- Conduct regular 1-on-1 coaching, establish performance goals and provide feedback on reaching those milestone or address performance issues among 15 associates.
- Ensure consistent application and implementation of HR policies and procedures in accordance with local laws and regulations.
- Communicate HR policies, updates, and changes to employees in respective regions and conduct informational sessions or workshops to educate employees on HR-related topics.
- Collaborates with HR Business Partners and other department such as Payroll and Benefits team to address more complex issues and improve overall customer satisfaction.
- Improve efficiency and customer satisfaction by identifying opportunities for process improvement.
- Monitor key performance indicators (KPIs) of team and provide weekly business report to stakeholders.
- Prepared associates work schedule for maximum coverage during key hours.
MY HR LIVE SUPPORT HR SPECIALIST
Amazon Operation Services Philippines
Pasay City
11.2019 - 06.2022
- Act as point of contact in manager's absence and handle routine decisions.
- Assist manager in planning, organizing, and coordinating various activities across team.
- Responsible in reviewing calls, tickets, emails submitted by our associates to identify any existing knowledge gaps.
- Participates in weekly business review and provide inputs accordingly.
- Engaged in multiple projects simultaneously, such as establishing Language Line team in which enhanced cross-cultural communication and optimized employee commuting experience by introducing Transportation allowance program.
MY HR LIVE SUPPORT SR. ASSOCIATE
Amazon Operation Services Philippines
Pasay City
03.2019 - 11.2019
- Responsible for answering inbound calls regarding HR guidelines and processes.
- Answer and resolve employee HR inquiries through calls, trouble tickets and email cases.
- Full-service support during employee's "lifecycle" with company and after separation from the company.
- Provides HR support for regular full-time employees across the 7 APAC countries (Philippines, Australia, New Zealand, Indonesia, Malaysia, Vietnam and Thailand.
TECHNICAL SUPPORT SPECIALIST
Teletech – Telstra Australia
Pasay City
09.2012 - 10.2016
- Responsible for answering inbound calls and providing excellent customer satisfaction.
- Resolve product or service problems by clarifying customer's complaint; determining cause of problem; selecting and explaining best solution to solve problem; expediting correction or adjustment; following up to ensure resolution.
- Provides Technical and network problem resolution to customers by conducting trouble shooting and performing question diagnosis while guiding users through steps by steps solution.
- Process customer request such as moving internet connection to new location while providing interim service and Internet, mobile and landline plan modification using strong verbal and negotiation skills.
- Maintains required sales in daily basis by consistently promoting and up selling services to customer.
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance Philippines – Bell Mobility Canada
Makati City
07.2011 - 07.2012
- Responsible for answering inbound calls and providing excellent customer satisfaction.
- Analyze root cause of customer problem, communicate clearly and in friendly way to solve issue and keep customer happy.
- Provides customer additional information and explain product offered to ensure customer satisfaction.
- Reach out to customers through phone calls and emails to inform them of deals/promotions as well as obtain feedback.
CUSTOMER SERVICE REPRESENTATIVE
Stream International – Clear Telecom US
Pasig City
06.2010 - 06.2011
- Responsible for answering inbound billing inquiries and providing excellent customer satisfaction and cross sell products and services to existing and potential customers.
- Resolve and troubleshoot simple or complex technical issues relating to product.
- Provides suggestions regarding services or equipment e.g. internet modem upgrade to meet customer needs.
TECHNICAL SUPPORT REPRESENTATIVE
Pacific Hub Corporation – Globe Internet
Pasig City
12.2008 - 02.2010
- Responsible for answering inbound calls.
- Probe and troubleshoot internet connection issues such as internet modem configuration.
- Escalate complex internet issues and concerns to Escalation Department.
Education
Bachelor of Science - Information Technology
St. John Bosco Infotech College of Arts
Pasig City 05.2018 - 05.2018
Skills
Coaching and Mentoring
Performance Evaluations
Policy Development
Performance Management
Work Planning and Prioritization
Project Management
Timeline
MY HR LIVE SUPPORT TEAM MANAGER (ACTING)
Amazon Operation Services Philippines
06.2022 - 07.2023
MY HR LIVE SUPPORT HR SPECIALIST
Amazon Operation Services Philippines
11.2019 - 06.2022
MY HR LIVE SUPPORT SR. ASSOCIATE
Amazon Operation Services Philippines
03.2019 - 11.2019
Bachelor of Science - Information Technology
St. John Bosco Infotech College of Arts
05.2018 - 05.2018
TECHNICAL SUPPORT SPECIALIST
Teletech – Telstra Australia
09.2012 - 10.2016
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance Philippines – Bell Mobility Canada
07.2011 - 07.2012
CUSTOMER SERVICE REPRESENTATIVE
Stream International – Clear Telecom US
06.2010 - 06.2011
TECHNICAL SUPPORT REPRESENTATIVE
Pacific Hub Corporation – Globe Internet
12.2008 - 02.2010