Experience

Balsam Brands

• United States
• Retail
• 200 - 300 Employee

• Chief of Staff of the Philippine ROHQ

  • Feb 2021 - Present

  • Drives big picture and forward-looking strategy to grow and optimize ROHQ operations and employer presence • Drives and/or partners with both internal and external partners to support key localized people initiatives projects relating to ROHQ, accounting, compensation, compliance, and benefits for the Philippine Team• Acts as a consultant for the global People Initiatives, Compensation and Recruiting teams and as a liaison to the local Philippine leaders to provide thought leadership on projects impacting Culture, Engagement, Learning & Development, Compensation and Recruiting for the Philippine Team• Leads and supports a range of special projects to continue to grow our presence as a best-in-class local employer

• Director of People

  • Jun 2013 - Present

  People Oversee all people management initiatives of the remote online staff in the Philippines from talent acquisition to retention and separation. Drive high employee morale and engagement by advocating creative employee engagement activities; monitoring overall organizational climate and proactively raising and addressing concerns and potential challenges; and promoting skills and competency development trainingsManage various HR-related functions, including new hire introductions, needs assessment, career development and performance managementTake charge of policy creation, development, implementation and review consciously keeping scaling and the long-term in mindeCommerce Drive the growth of our eCommerce brands by shepherding the Philippine team on strategic initiatives and execution of online merchandising plans in all our locales. Collaborate with cross-functional leads and partners to ensure a smooth and inclusive planning of project and task roll-outs. Manage the successful completion of these projects through close monitoring on project management tools (JIRA, Basecamp, Trello).



Balsam International Unlimited Company-Philippine ROHQ

• Technology, Information and Internet
• 1 - 100 Employee

• Director or People and e-Commerce Manager

  • Jun 2013 - Present



Confabia, Inc

• Business Development & Project Implementation Head

  • 2008 - 2010

  Responsible for the marketing, acquisition, and implementation of new programs. Task includes the creation of business models, project implementation plans and processing of Request for Information (RFI) and Request for Proposal (RFP) documentsProject Lead in a bid to design, build and manage a 1,500-seater Disaster Recovery Site for a leading global financial service providerProject Implementation Lead for an Australian Inbound Telecommunications Account. While in Australia, documented and established knowledge transfer to the Philippine site to facilitate a smooth transition for the program. This included aligning with the client on staffing needs from initial to scaling goals, quality processes, IT, Telecom and Capital Equipment needs, reporting needs, financial outlays (start-up cost, on-going costs, transition costs) and contingency planning and risk mitigation

• Operations Manager

  • 2006 - 2008

  Managed three different accounts: Telecommunications Program for Australia’s biggest prepaid charge cards Helpdesk Support for a Top Local Real Estate Company Telemarketing for an Australia-based Real Estate CompanyIn charge of over-all program management including creation and execution of Performance Management Systems (PMS), Quality Management Systems (QMS), Management Information Systems (MIS), and Discipline Management Systems (DMS) geared towards exceeding service level agreements and achieve program profitability and efficiency



HGS - Hinduja Global Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Manager / Service Delivery Lead

  • 2001 - 2006

  Managed a maximum of fifteen (15) Team Leaders handling up to ten (10) associates each Served as Lead and Special Point of Contact (SPOC) in the Service Support Process of the account. As SPOC, created and spearheaded deployment strategies for system enhancements and product launches and maintained client coordination through weekly conference calls with counterparts in Greensboro, Phoenix, Fort Lauderdale, Tucson, Kamloops and New Delhi Improved certification process by liaising with the training and quality departments and implementing monitoring plans and tracking mechanisms resulting in the achievement of the 70% success rate in certification Formulated the Average Handling Time (AHT) Big Drop Initiative which improved phone handling time for the certified and OJT population by addressing the skill gap of the associates