This document summarizes the applicant's work history, highlighting their experience leading teams across various business process outsourcing accounts, including customer service, technical support, banking, and human resources. They have played vital roles in pioneering new accounts and managing operations from project start-up through transitioning to steady state. The applicant has in-depth experience in client relations, account management, quality assurance, forecasting, scheduling, policy formulation, and people management.

1. Work History Details:
Overview
- Playedavital role inPioneering BPOaccountsrangingfrom – CreditReport,Sales,Customer
Service,Technical Support,Banking,Mobileservices,Back-office andHRSharedServices.
- Handledmultiple start-upProjectsand managedtotransitionoperationsfromProjectPhase to
Businessasusual.
- Has great degree of experience inClientRelationsandAccountManagement.
- Vastexposure indealingwithHighRankingofficialsandexecutivesof companies.
- In depthexperienceinworkingwithdifferentdepartmentsof the organization.
Highlights
SUPPORT TEAM LEADER – ANZ Global Services(HR Shares Services)
- Accountable tothe BusinessUnitheadandVice Presidentof HumanResources.
- Managed keyoperational componentsof the HRShared Services.
o QualityAssurance –developedqualitymethodologytoalignserviceswiththe
company’svaluesandemployee satisfaction.
o Forecasting&Scheduling – ensure agreedSLA and staffingismet(ProfitandLoss)
o SubjectMatter Expert – firsthandsupportfor HR businesspartners(FloorSupport,
Handlesescalatedcallsandcasesthatneedspecial handling).
o KnowledgeManagement –Overall governance of the IntranetandPolicy
Formulation of the company.Worksdirectlywiththe stakeholdersandbank
executivesforHRpolicy changesandroll-outs.
- ProvidedHumanResource services (all aspectsof HR– StrategicManagement;Workforce
and Planning;TrainingandDevelopment;CompensationandBenefits;PolicyFormulation
and Employee Relations) tointernal customer(around50,000 employees) to32 countries
viaemail,phone andinpersonsupport.
- Pivotal partof the Projectteam(partof the PioneerTeam) wholeadthe Conceptualization,
Planning,Execution,Transitionof the entire HRSharedServices (restructure).
TEAM LEADER – APAC CustomerService (Mobile customerservice & Back-office Provisioning)
- ReportsdirectlytoOperationsManagerandDirector
- Handledthe onlyback-office accountinthe company.
- Managed 4 AssistantTeamLeaderto identifyanddefineoperational improvementsand
facilitate theirimplementation.
- Playedacrucial role inthe Start-upand closingdown(unable togetcontractrenewal from
the client) of the entire program.
o WorkedwithHR RecruitmentandEmployee Relationsforthe placementof FTE’sto
otherexistingaccountsforthe continuationof theiremployment.

2. MARKETING and RECRUITMENT SUPERVISOR - PeopleSupportInc.
- VoluntaryRole –Accountdownsized due toEconomicFinancial Crisis andcompanyinthe
processof beingboughtbyanothercompany.
- Managed Front-endrecruitmentspecialistwhoconductinitialpaper&phone screening.
- ConductsFinal InterviewforLeadershipRoles.
- Spear headedmultipleJob FairsandExposinMalls andcampuses.
TEAM SUPERVISOR (ManagementResolutionGroup - MRG) – PeopleSupport Inc.(Banking &
Escalations)
- Part of the PioneerTeam
- Playedacentral role inthe conceptualization,planningandcreationof the EscalationTeam
(MRG).
- Reportsto the AccountManager.
- Establishedanddevelopeddepartmentskeyoperational functions –Quality monitoring;
SchedulingandForecasting; TrainingandReporting.
TEAM LEAD – RMH TeleservicesInc.(Technical Support – Escalations Tier2)
- Supports5 linesof businessvial 3mediums(Email,ChatandPhone).
- Start up teamfor the campaign.
- POCfor Knowledge Managementcalibrationwiththe clienttoensure all troubleshooting
stepsisup to date and accurate.