HR Service Center Manager II Resume Example
Love this resume?Build Your Own Now
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
|
|
Work History
HR Service Center Manager II01/2017 to Current
Kaiser Permanente – City , STATE
Kaiser Permanente – 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
Wine.com – City , STATE
Wine.com – 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
HSBC Electronic Data ProcessingCenter – City , STATE
HSBC Electronic Data ProcessingCenter – 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 managing potential 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
Sykes Asia Inc. – City , STATE
Sykes Asia Inc. – 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
DISCLAIMER
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
Resume Strength
- Formatting
- Word choice
- Measurable results
- Strong summary
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
Similar Resumes
