VJ Villacora Alba
City of Antipolo
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
20
20
years of professional experience
14
14
years of post-secondary education
Work History
CSR/TSR
Inspiro Relia Inc.
08.2023 - Current
- Task includes
- Taking calls from resellers
- Chat Support
- Email Support
- Domain renewal, registration, de registration, redemption
- Hosting service, cPanel, M365 and Domain redirection
Recruitment Specialist
Metacom Business Process Outsourcing Solutions
03.2022 - 08.2023
- Task Includes
- - Screen resumes and job applications
- - Conduct initial phone screens to create shortlists of qualified candidates
- - Endorsed candidate to client partners
- - Interview candidates via zoom for a wide range of roles (CSR, TSR, and Sales Representatives)
- - Track hiring metrics including time-to-hire, time-to-fill, and source of hire
- - Follow up with candidates throughout the hiring process
- - Maintain a database of potential candidates for future job openings
Team Leader
NU Tech E-Business Solutions
02.2020 - 07.2021
- Hiring Chat Moderators
- Orientation and Training
- Setting schedule and making sure schedule were followed
- Checking and monitoring messages sent by moderators and creating daily data reports
- Analyzing data, forecasting daily message trends, volumes, and queues
- Coaching moderators
- Payroll Computation
- Payroll Releasing
- Payroll Reports
- Members evaluation
Collections Representative
Synchrony Global Services Philippines Inc.
01.2021 - 07.2021
- - inbound and Outbound call for payment collections
Appointment Setter
Lead Heroes
11.2020 - 12.2020
- - Set call appointment for Medical and Final Expenses Insurance
Customer Representative
TeleTech
10.2019 - 07.2020
- - Answer concerns about employee payroll and benefits
Chat Moderator
NU Tech E-Business Solutions
12.2019 - 01.2020
- - Replies to random messages
- - Follow guidelines on sending messages
- - Hit KPI on a daily basis
HR Payroll Assistant
Keysys Inc.
07.2019 - 09.2019
- Company Overview: Agency: Legend of Ice Recruitment and Services Inc
- Prepare and maintain all employee payroll records
- Produce all cheques/vouchers
- Prepare payroll summaries and remittances
- Prepare monthly and annual reports
- Enroll employees in appropriate plan
- Prepare Record of Employment forms in accordance with legislation as required
- Develop and maintain filing systems, ensuring confidentiality for staff members
- Prepare reports, letters, remittances, and documents relative to the Payroll Assistant position
- Performs other duties and obligations as assigned by the Payroll Supervisor or the Human Resources Manager
- Agency: Legend of Ice Recruitment and Services Inc
Human Resources Information System Associate
Results Manila Inc.
07.2017 - 04.2019
- In-charge of New Hire Employee Requirements - from receiving, completion to Safekeeping (201 to 202)
- Ensures all employee information is true and correct - from their current personal information to the changes that may occur
- Validates proofs of government numbers are submitted to HR
- Encode and update the information provided by the employees
- Participates in New Hire Orientation - covers HRIS-related information
- Encodes, updates, and reports payroll changes on employee salary details (Regularisation, Promotion, and Merit Increase)
- Provide weekly reports on Vital Requirements, Secondary Requirements, Clearance Report, Bulletin Board Updates, PEZA Reports, Employee Zero Hours Report, HR Talk Report, Last Pay Expedition Report
- Provide traction reports on compliance in HR and Site initiatives
- Prepares Employee COE (Active and Separated)
Compensation and Benefits Associate
Results Manila Inc.
04.2015 - 07.2017
- Attend employees' inquiries on Government and Company compensation and benefits
- Approves employees filed Unplanned and Authorised Leaves of Absence
- Reports and validates employee incentives, employee disputes, and employee deductions for every payout
- Attend to employees' queries on Government-Mandated Benefits (SSS Loans, SSS Sickness, and SSS Maternity Benefits, Pag Ibig MPL and Calamity Loan Applications, etc
- And Phil Health needed documents CF1 SF1 and Contribution Certificate)
- Processed companies' Sickness and Maternity Claims
- Participates in Employees New Hire Orientation - covers C&B-related information
- Validates and approved documents submitted to HR
Generalist (HR BP)
VXI Holdings Incorporated Ltd.
11.2013 - 04.2015
- Handles Employee Relations, Labor Relations, and Compensation and Benefits
- HR Business Partners - Directly coordinates with Account Leaders to ensure HR needs are met
- Employees Relations
- Conducts Focus Group Discussions - From Rank and File to Supervisors
- Conducts HR Talk to new Hire Employees
- Attend to and provide one-time resolutions to employees' concerns
- Prepares and submits a Focus Group Discussion Report
- Ensures Bulletin Board and HR communication are updated
- Labor Relation
- Review and approve Notice to Explain serves to the employee
- Schedule and send invites for Admin Hearings
- Conduct Administrative Hearing
- Creates recommendations on Admin Hearing decisions
- Serves Notice of Decisions to employees from Rank and File to Supervisor
- Track and provide reports on company cases
- Compensation and Benefits
- Attend employees' inquiries on Government and Company compensation and benefits
- Attend to employees' queries on Government-Mandated Benefits (SSS Loans, SSS Sickness, and SSS Maternity Benefits, Pag Ibig MPL and Calamity Loan Applications, etc
- And Phil Health needed documents CF1 SF1 and Contribution Certificate)
- Validates and approved documents submitted to HR
- Submits, monitors and releases employees filed government-mandated benefits
Customer Service Associate
VXI Holdings Incorporated Ltd.
11.2012 - 11.2013
- Handles call for Money Transfer, Correct information
- Ensure that all Metrics were met on a daily, weekly, and monthly basis
- Follow the immediate supervisor
Customer Service/Technical Support/Sales/Billing
Convergys
08.2012 - 11.2012
Medical Account Specialist
EGS
10.2011 - 08.2012
Product Researcher
Bow & Wow
07.2011 - 10.2011
Technical Support Representative
Hinduja Global Solutions
05.2010 - 07.2011
Technical Support Representative
Teleperformance
04.2010 - 05.2010
High Counter Teller
BPI Family Savings bank
05.2008 - 04.2010
- Receives deposits and processes customer withdrawals
- Processed daily ending balance report
Credit Account Executive
ICT
09.2007 - 05.2008
Marketing Assistant
Data Blitz
08.2004 - 09.2007
- Handles Administrative and Marketing Reports
- Employee concerns, Employee hours, and timekeeping
Education
Bachelor of Science and Business Administration - Marketing
EARIST
Sampaloc, Nagtahan 01.2000 - 01.2004
High School - undefined
Lakan Dula High School
Gagalangin, Tondo 01.1996 - 01.2000
Elementary School - undefined
J.C de Jesus Elementary School
Tondo, Manila 01.1990 - 01.1996
Skills
Complaint handling
Timeline
CSR/TSR
Inspiro Relia Inc.
08.2023 - Current
Recruitment Specialist
Metacom Business Process Outsourcing Solutions
03.2022 - 08.2023
Collections Representative
Synchrony Global Services Philippines Inc.
01.2021 - 07.2021
Appointment Setter
Lead Heroes
11.2020 - 12.2020
Team Leader
NU Tech E-Business Solutions
02.2020 - 07.2021
Chat Moderator
NU Tech E-Business Solutions
12.2019 - 01.2020
Customer Representative
TeleTech
10.2019 - 07.2020
HR Payroll Assistant
Keysys Inc.
07.2019 - 09.2019
Human Resources Information System Associate
Results Manila Inc.
07.2017 - 04.2019
Compensation and Benefits Associate
Results Manila Inc.
04.2015 - 07.2017
Generalist (HR BP)
VXI Holdings Incorporated Ltd.
11.2013 - 04.2015
Customer Service Associate
VXI Holdings Incorporated Ltd.
11.2012 - 11.2013
Customer Service/Technical Support/Sales/Billing
Convergys
08.2012 - 11.2012
Medical Account Specialist
EGS
10.2011 - 08.2012
Product Researcher
Bow & Wow
07.2011 - 10.2011
Technical Support Representative
Hinduja Global Solutions
05.2010 - 07.2011
Technical Support Representative
Teleperformance
04.2010 - 05.2010
High Counter Teller
BPI Family Savings bank
05.2008 - 04.2010
Credit Account Executive
ICT
09.2007 - 05.2008
Marketing Assistant
Data Blitz
08.2004 - 09.2007
Bachelor of Science and Business Administration - Marketing
EARIST
01.2000 - 01.2004
High School - undefined
Lakan Dula High School
01.1996 - 01.2000
Elementary School - undefined
J.C de Jesus Elementary School
01.1990 - 01.1996
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