Astor Oro R.
Assistant Operations Manager - Global Customer Support at PayGroup- Claim this Profile
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Topline Score
Bio
Credentials
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Fundamentals of Payroll Certification
American Payroll AssociationNov, 2011- Nov, 2024 -
HIPAA (Health Insurance Portability and Accountability Act) Certification
XeroxOct, 2011- Nov, 2024
Experience
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PayGroup by Deel
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Australia
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Human Resources Services
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1 - 100 Employee
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Assistant Operations Manager - Global Customer Support
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Apr 2022 - Present
The Assistant Manager manages and oversees the day-to-day operations of our Global Customer Support team. Key Responsibilities:Team Leadership and Management:•Assist the Regional Operations Managers (ROMs) in overseeing a team of operations support team members, providing guidance, mentoring, and support to ensure a high level of customer satisfaction.•Collaborate with the ROMs to establish performance goals, develop training plans, and conduct regular performance evaluations for the team.Customer Support Strategy and Operations:•Contribute to the development and implementation of strategic initiatives to enhance the customer support experience and improve operational efficiency.•Collaborate with cross-functional teams, such as Product Development and Implementation, to address customer issues, provide feedback, and contribute to product improvement efforts.Escalation Management:•Act as a point of escalation for complex customer issues, ensuring that they are promptly addressed, resolved, and properly documented.•Coordinate with internal stakeholders, including Sales, Product, Implementation, Account & Partner Management and Operations, to ensure timely and effective resolution of customer escalations.Training and Development:•Assist in the development and delivery of comprehensive training programs for Operations Support team members, focusing on product knowledge, customer service skills, and issue resolution techniques.•Provide ongoing coaching and feedback to team members, identifying areas for improvement and supporting their professional growth.Customer Advocacy:•Serve as a customer advocate within the organization, representing the voice of the customer and influencing decision-making processes to prioritize customer satisfaction.•Build and maintain strong relationships with key customers, understanding their unique requirements and ensuring their needs are met. Show less
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Team Leader - Operations Support Group & Helpdesk
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Sep 2018 - Apr 2022
The Team Leader oversees and coordinates the activities of the Operations Support Team within the organization. Responsible for ensuring the smooth and efficient functioning of various operational processes and providing support to different internal teams. The primary focus is coordinating team activities, monitoring performance, resolving issues, and implementing improvement strategies to enhance operational effectiveness.Key Responsibilities:•Team Leadership: Lead and manage the Operations Support Team, providing guidance, mentorship, and support to team members. •Operational Coordination: Coordinate and prioritize operational activities, ensuring that all tasks and projects are completed on time. Collaborate with other departments and teams to streamline processes and enhance operational efficiency.•Performance Monitoring: Monitor team performance and individual performance metrics, ensuring that goals and targets are met. Provide regular feedback, conduct performance evaluations, and identify areas for improvement or skill development.•Issue Resolution: Identify and resolve operational issues or challenges faced by the team. Analyze problems, propose solutions, and implement corrective actions to minimize disruptions and optimize operations.•Process Improvement: Continuously evaluate operational processes, identify opportunities for improvement, and implement best practices.•Training and Development: Identify training needs and provide training and development opportunities to team members. •Stakeholder Communication: Maintain regular communication and collaboration with key stakeholders, including department heads, project managers, and other team leaders. •Documentation and Reporting: Generate reports and provide regular updates on team performance, operational metrics, and key accomplishments to senior management.New Skills Learned: Leadership Development, Performance Appraisals, Performance Metrics, Product Enhancement, Relationship Management Show less
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Implementation & Support Senior Executive
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Jun 2017 - Sep 2018
The Implementation & Support Executive is responsible to lead a successful onboarding experience to Pay Asia’s clients. The officer coordinates and project tasks and timelines, maintains project plans and communicates status to clients and internal management team.• Responsible in onboarding, implementation and migration of client data from existing HRIS to PayAsia's Cloud HRIS Technology• Maintains employee and organization information through Personnel Administration and Organization Management in HRIS• Maintains Employee Leave and Claim transactions in HRIS• Ensures accuracy of tasks and processes being performed in HRIS• Handles HR IS concerns and resolves cases and issues through CRM/Zendesk/Outlook• Troubleshoots, analyses, detects, identifies and corrects technical problems and deficiencies within the HRIS• Initiates client communication via email and phone call to ensure accuracy of employee data and changes• Participates in the testing of new releases/enhancements or modifications of the systems and tools• Protects the integrity of Personal Data when handling, processing, and accessing Personal Identifiable Information (PII), adhering to HR Global Security policies• Responsible for HR Sharepoint site maintenance• Responsible in generating HR Reports (e.g. Employee Details Report, Monthly Leave Reports, Monthly Claim Details Reports, Headcount Report, HRIS Reports, Annual HR Reports)• Serves as a second level contact for any client concerns related to HRISNew Skills Learned: SaaS, User Interface Design, Software Implementation, Portal Migration, Portal Integration, User Experience Show less
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HR & Payroll Support Executive
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Jul 2016 - Jun 2017
The HR & Payroll Support Executive is responsible for providing subject matter support to PayAsia's external and internal clients across Asia Pacific for Payroll, Leaves, Claims and Onboarding Management via our Cloud Technology HROnline. • Work as part of the Global HelpDesk team in the Philippines to ensure client satisfaction.• Work with the Global HelpDesk team in the Philippines to ensure that PayAsia stakeholder and management’s expectations are met. • Work with the Global HelpDesk Manager to develop and evolve the Global HelpDesk team’s processes & procedures to ensure free-flowing escalation and information within the organization. • Work with Zendesk and assist the Global HelpDesk Manager for the ongoing use and support for the PayAsia Group.• Facilitate the process of determining root cause of issues and communicate appropriately to internal and external clients.• Answer client queries and engaging with the client on open issues where required.• Troubleshoot HR Online and Payroll Activity queries and issues raised by clients.• Document all activities related to client issues and queries.• Report on a regular basis to the Global HelpDesk Manager.• Communicate with client via email and phone to support queries and issues.• Continuously improve knowledge of the HR Online Portal and Payroll activities of clients.New Skills Learned: Account Management, APAC Payroll Process, Cloud Service Delivery, Data Management, Data Mining Show less
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ADP
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United States
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Human Resources Services
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700 & Above Employee
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Service Support Specialist - Subject Matter Expert
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Jun 2015 - Jul 2016
The MAS Payroll Service Support Specialist (SSS) is responsible for providing subject matter support to MAS Payroll Senior Analysts• Works closely with other departments inclusive of being a liaison to US SSS Community to deliver quality, accurate and timely client service transaction.Service Delivery• Real time floor support for process and product queries• Take over complex calls following the defined escalation parameters• Serve as liaison to US/Regional SSS community• Follow through on dispatched/transferred cases• Complete weekly First Tier phone time requirementsQuality Analysis/Mentoring• Provide trending analysis on dissatisfied returns, top call drivers, and product knowledge maturity• Partner with call mentors on training needs analysisPost Training Support• Assist New Hire Training and Nesting• Loop back trending to PH Training Team• Conduct Bi-Monthly Booster sessions based on trended needs• Facilitate Bi-Monthly Process Development AssessmentsNew Skills Learned: Conducting Meetings, Coaching, Training and Development Show less
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Specialist - Tier 2 Resolution
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Oct 2014 - Jun 2015
The MAS Payroll Specialist is responsible in reviewing and resolving Tier 2 cases dispatched to Specialty Queues (Benefit Accrual, Payroll Re-run, Special Calculations, General Ledger Interface, Management Reports, WGPS, General Payroll and Tax and Banking questions)• Collaborate with other internal departments to ensure service objectives are met.• Provide exceptional support to Tier 1 associates (chat and floor support)• Assist in manning/resolving cases dispatched in the LT50 Inbound queue. Prioritize "aged" and "hot" cases.• Participate in Tier 2 Trainings for career progression• Assist SSS/Level 1 Team Leaders for research (Escalated Calls/Endorsed cases)• Identifies Payroll processing trends and issues and recommending solutions. May work with a boosters/special projects for improvement and process development.• Researching and resolving more complex issues regarding client Payroll forms and documents and related transactions• Initiating and maintaining an open communications/coordination with SSS and Team Leader in dealing with Tier 2 escalated cases.• Effectively executes inbound and outbound client communications with quality in accordance with standard ADP call strategies and regional expectations. Performs routine research and executes corrective action on client issues and questions concerning product or ADP services. • May assist in receiving Tier 1 Inbound Calls for specified times and dates but would spend a majority of time in providing verbal customer service by taking Tier 2 calls and case work.• Keeps up-to-date and proficient on payroll, tax and legal regulations and new product enhancements and changes via in-house training, seminars, documentation, etc.; participates in training programs designed to enhance service skills.New Skills Learned: Client Experience, HCM, Knowledge Management Show less
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Senior Analyst - Client Services
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Sep 2013 - Oct 2014
The MAS Payroll Senior Analyst is responsible for providing stellar client experience when answering and handling all inquiries and interactions.• Provides first level support for multiple system platforms to small business clients whose knowledge ranges from no payroll experience to payroll expertise.• Answers questions, researches and resolves issues regarding payroll, accounting, tax filing, money-movement and other related ADP services in both inbound and outbound contact center environment.• Defines and resolves issues related to product feature and/or application capability and client product/application knowledge to ensure that the client is utilizing proper processing procedures• Works effectively in the team support environment (service, operations, conversion, tax central, and banking) to achieve total client satisfaction; strives to achieve the team and MAS goals for productivity and call management• Receives and promptly resolves clients inquiries ranging in complexity concerning: payroll, accounting, tax filing, and banking, in addition to specific product feature, system and usage inquiries. Researches and resolves money movement issues through the use of TOPS and available resources. Reruns payrolls and reports as needed to insure “100% payroll accuracy”• Utilizes a client relationship management system to document client interaction including resolutions and required follow-up• Schedules and processes any special quarter/year-end adjustments; follows standard procedures for processing adjustment payrolls to ensure client receive correct quarter/year-end reports and W-2s.• Processes Lost Account reports and ensure accuracy in coding of hard losses. Has a basic understanding of Technical Lost Business and its impact on client retentionNew Skills Learned: B2B (Business to Business), Conflict Management, Client Relationship Management, Business EthicsIndustry: HCM, KPO Show less
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Conduent HR Services
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United States
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Information Technology & Services
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700 & Above Employee
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Payroll & Benefits Specialist
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Aug 2011 - Sep 2013
The Payroll & Benefits Specialist is responsible in resolving first level escalations for payroll and benefits inquiries from clients, employees, former employees, and third party entities. • Responsible in Reports Generation and Analysis such as Daily Customer Satisfaction (CSAT) Report, Attendance Report, Agent AUX Utilization Report, Call Back Due Report, Call Driver Report, Daily Metrics Report, and One and Done/First Call Resolution Report. • Answer and respond to incoming calls from clients, employees, former employees, and third party clients. Provide information and resolve any issues pertaining to these calls in a timely, courteous and professional manner. • Assists clients in website navigation and providing technical assistance in company's website self service applications. • Perform, track, and log all transactions performed related to Payroll, Human Resources and/or Benefits processes. • Follow up on outstanding cases to ensure resolution, keep the clients informed on the status of research, close out case/s when completed. • Notify Technical Analyst and Team Manager of potential or recurring problems regarding issues. • Understand, apply and communicate conceptual elements of Payroll, Benefits and/or Human Resources rules and regulations. • Handle confidential information with sensitivity and discretion in accordance with Data Privacy requirements. • Adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility to support peak volume events throughout the year. • Attend all departmental meetings and training classes as required. • Works under close supervision. New Skills Learned: Escalation Process, Workforce Management, Quality Assurance, Reporting Milestones: Consistently part of the Top 10 Agents of the Month during most of tenure. (All KPI's) Industry: Healthcare, Payroll, Offshoring Show less
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Education
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2011 - 2013
Informatics International College
Associate's Degree, Information Technology -
2005 - 2011
Bicol University
Bachelor's Degree, Nurse Midwife/Nursing Midwifery -
2001 - 2005
Philippine Science High School
Secondary Education, 1.8
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