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HR Service Center Manager II Resume Example

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HR SERVICE CENTER MANAGER II
Professional Summary
  • 15 years of proficiency in global service delivery, business process outsourcing, contact center, and customer service management
  • 9 years of bank and financial services management experience in Collections, Account Opening, and Account Maintenance departments
Skills
  • Salesforce and Zendesk Project Lead
  • HCM - Oracle Readiness Adoption Lead
  • Certified quality and customer service trainer
  • Adept in performance management
  • Multi-Channel Contact Center Management
  • Internal Control and Compliance expertise
  • Call Center Forecast Reporting
  • Lean and Six Sigma Certified
Work History
HR Service Center Manager II01/2017 to Current
Company Name – City, State
  • Managed the Benefits Administration team that's responsible in HRIS (PeopleSoft) employee events coordination for more than 217,000 employees nationwide
  • Provide resource planning for simultaneous system testing to implement Business System Integration and Change Request
  • Formulates strategies in streamlining the manual processing of system exceptions or fallouts within committed service level agreement
  • Collaborates with HR technology and Application support departments to review business requirement documents before any project implementation
  • Partners with Benefits team, absence management group, compliance and communication on evaluating system change request and how it will affect employees
  • Spearheaded Salesforce Knowledge Conversion Project tasked to transfer more than 600 standard desktop procedures from multiple source channel by leading a team of subject matters experts from various HR departments
  • Directed three benefit audit teams that review survivor benefits cases, retro benefit deduction reviews and fall out from vendor management system reports
  • Administered department transaction volume forecasting by reviewing 3 years of department case inventory and identifying a unified work standard which utilized an accurate allocation of resources based on periodic projections
  • Project lead for Human Capital Management migration which will be responsible for reviewing current department procedure and resource adaptability to system future state
  • Initiated department-wide cross-skill training program by reviewing HR transactions by skill tiers and creating an analyst development ladder
  • Manage team and department budget by reviewing previous years cost variance based on contractor recruitment during open enrollment (peak HR transaction volume)
Customer Service/Contact Center Manager06/2015 to 12/2016
Company Name – City, State
  • Initiated a new training plan concentrated on-call skills development and competency in system usage
  • Open virtual customer service support team that handled both chat and email inquiries
  • Implemented a coaching process for Team Leads and Front-end agents by setting a monthly goal-setting session, weekly spot checks, and periodic department meetings
  • Modified employee performance indicators by adding revenue and production margin%
  • Significantly reduced the turnover rate by more than 30% from the previous year by improving seasonal employee sourcing, modifying hiring procedures and steps
  • Implemented new ordering system (Zendesk) for the corporate group which was crucial in increasing revenue by more than 40% comparing the previous year's performance
  • Used more systematic workforce management procedure to forecast agent count and anticipate attrition
  • Hired around 60 customer service agents to cover for peak call volume
  • Launched new chat support channel and integrated usage of Live Chat to enhance the customer experience
  • Implemented modification of staffing strategy and new shift schedules to increase Service Level% from below 50% last quarter of 2014 to 93% 4th quarter of 2015
  • Used new call priority procedure and organized queue management to decrease Abandon% by 33%
  • Evaluated, managed and approved account credit and refunds from customers contacts and gives resolution to Better Business Bureau customer escalation
  • Coordinated with Warehouse Managers to escalate order delays and other delivery issues.
Contact Center Manager – Credit Card Services 02/2005 to 03/2014
Company Name – City, State
  • Simultaneously lead 3 inbound call center collection departments and supervised all groups in exceeding business partner expectations.
  • Migrated 2 new collections departments, hired all employees, secured business partner contracts, set up technology requirements and plotted a complete training calendar.
  • Secured a contract with Middle East business partners to transfer the back-office collections department to the Philippines and aligning its operations to existing groups.
  • Ensured Performance Level Agreements and Key Performance Indicators were met.
  • Coached Assistant Managers to assessed collector focus areas for long-term skill development.
  • Initiated engagement opportunities with staff by formulating process contests.
  • Coordinated with representatives of the business areas and other Global Service Centers support departments to resolve technology requirements.
  • Communicated with business partners on the department's performance status.
  • Provided succession planning within the process by evaluating Assistant Managers' competencies in different areas for staff to learn and hone their leadership skills.
  • Set periodic operational strategies to exceed production and client satisfaction rating goals with the quality department and call center operations group.
  • Maintained Voice of the Customer Department average to above 97%.
  • Evaluated credit card portfolio performance and provided marketing recommendations.
  • Conducted studies based on credit card sales and suggested additional product features.
  • Provided approval for limit increased for premier and core credit card products while managingpotential risk and losses.
  • Met with marketing executives to analyze newly integrated credit card products.
  • Worked with bank report analysts to anticipate trends based on periodic sales volume.
  • Increased staff efficiency by more than 30% by enforcing the usage of ETCS (Electronic Time Capturing System), in which all employee work items were measured based on average handle time and quality of output.
  • Eliminated the number of aging credit card applications (250,000 accounts) on the 7 to 10 work buckets by using staff and volume line balancing through accurate historical data in less than 6 months.
  • Diminished all high-risk audit findings from both Internal control, compliance, and other regulatory agencies by streamlining security measures.
  • Practiced capacity management based on work volumes.
  • Planned business contingency and risk management procedures.
  • Evaluated incoming activities and other migrations based on the current talent pool.
  • Initiated multiple lean and six sigma projects for each group with more than $100,000 saves.
  • Combined the Quality and Training Department to efficiently cascade product updates.
  • Supervised the transfer of all 120 employees to the new work site/building by creating a step by step relocation plan resulting in a quicker operation recovery period.
  • Proposed and Implemented the annual strategic planning session that produced feasible targets that covered People, Process, Performance, and Quality.
  • Created a unified reporting system that considered historical data.
Call Center Supervisor/Trainer03/2002 to 12/2004
Company Name – City, State
  • Conducted training to all new hires for MCI telemarketing and Customer Service Segments
  • Created new modules and scheduled "Train the Trainer" sessions for Team Leaders
  • Coached bottom performers based on training and quality reporting data
  • Served as Team Leader to MCI Customer Service and Telemarketing segments
  • On the 2nd month of acting as a Team Leader/Supervisor, group reached the top status in both sales and quality
Education
Bachelor of Arts: AB Communication Arts03/2001Colegio De San Juan De Letran- City
Training and Certifications

Six Sigma Training 2012

Situational Leadership 1 Program 2012

Situational Leadership 2 Program 2013

Behavioral Coaching Certification 2008

Management Development Program (MDP) 1 for New Middle Managers (6months to 2 years in Tenure) 2009

Management Development Program (MDP) 2 for Senior Managers 2013
HSBC Internal Control Management Program 2008

Skills Qualification Training (Collections Training for Supervisors) 2005
Advanced Skills Qualification Training 2007

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Resume Overview

School Attended

  • Colegio De San Juan De Letran

Job Titles Held:

  • HR Service Center Manager II
  • Customer Service/Contact Center Manager
  • Contact Center Manager – Credit Card Services
  • Call Center Supervisor/Trainer

Degrees

  • Bachelor of Arts : AB Communication Arts 03/2001

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