Abigail V. Palomo
www.linkedin.com/in/abbypalomo
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Professional Summary
Experienced RPO and BPO professional with backgrounds in Project Management, Talent Acquisition, Leadership and Training. Highly adept at using Google Office Suite and other computer productivity softwares. Extremely reliable, creative and resourceful.
Working Experience
Virtual Assistant
WeSing (Karaoke App)
October 2018 – Present (Monthly Project Renewal)
Conducted full-cycle recruitment of talents (Source, Screen, Offer, On-Board).
Performed Data Entry, Monitoring and Tracking of video productivity, quality and impact (views generated).
Accomplished weekly and monthly data reports, payroll reports and other files as needed.
Provided talent coaching and feedback according to quality guidelines.
Completed monthly payroll.
Virtual Assistant
NimoTV (Gaming App)
October 2018 – Present (Monthly Project Renewal)
Conducted full-cycle recruitment of talents (Source, Screen, Offer, On-Board).
Managed a team of 9 streamers by monitoring stream quality and required KPI.
Helped create and market mini events for streamers to generate more viewers.
Project Manager
PSG Global Solutions
November 2017 – October 2018
Helped create and implement a complex and strategic project plan for Quality Improvement aiming to increase recruitment hires.
Overall liaison across business lines for Training, Change Management and Project Reporting.
Successfully completed the training and implementation of 9 accounts with a reduced training timeline of 50% and hires results of 5-10% from focus recruiters.
Recruiting Team Manager
PSG Global Solutions
September 2015 – November 2017
Managed performance and daily operations of a team of recruiters/researchers, and directed them to meet/exceed goals defined with client.
Developed and managed tactical sourcing and recruitment strategies, in partnership with the operations manager and client manager.
Ensured successful implementation, continual operation and success of accounts, by collaborating with different work groups
Built recruiters’ competencies in sourcing and recruiting, according to the needs of their industry/client
Assisted client managers in maintaining positive client relationships
Other duties include employee development, reports generation and analysis
Talent Acquisition Specialist
PSG Global Solutions
July 2013 – September 2015
Sourced resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc.
Conducted phone interviews to pre-screen candidates, verified their qualifications, availability and compensation requirements; documented these interviews.
Set up interviews between candidates and hiring managers.
Involved in recruiting passive candidates, through phone calls, emails and general relationship-building.
Made recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions
TSR 2
Stream Global Services
April 2012 – July 2013
Inbound support for Business Applications providing assistance to customers calling about “How do I” issues, and technical troubleshooting.
Performed consultative selling to provide better product recommendation to a customer in a needs based environment.
Quality and Training Specialist
Interactive Technology Solutions
October 2010 – February 2012
Training
Conducted product specific and soft skills training for new hires.
Trainings Conducted:
Accent Neutralization
Consultative Selling
Effective Business Writing
Basic Sales and Customer Service Training
Technical Support PST
Customer Service Representative PST
Australian and US Culture Training
Performed regular agent reviews and 360 degrees feedback to check performance after training graduation.
Accomplished agent status reports such as attendance, daily status and performance reports, training adherence reports and graduation rate announcements.
Created training modules specific to the needs of the account from scratch or modified existing modules to keep up with process updates.
Created monthly exams for agents on the floor to check product knowledge.
Documented and created end to end process workflows to increase efficiency and accuracy to client dictated standards for both pilot and non-pilot campaigns. .
Transactional Quality
Conducted transactional quality monitoring if there are no training runs.
Maintained and uploaded the internal knowledge management system with new processes and product updates from the client.
Accomplished daily, weekly and monthly status reports showing the data trending of the agent’s performance and highlighting the Top Issues encountered.
Attended weekly external and internal calibration sessions.
Conducted weekly meetings with the Production Team Lead to discuss action plans for Top Issues.
Performed regular phone-in-time to maintain product knowledge.
Others
Performed interviews and call simulations for agent position applicants.
Performed screening and interviews for QAT support position applicants.
ESL Teacher
Yale Academy
April 2010 – August 2010
Conducted regular on-line/offline one on one classes.
Provided both verbal and written feedback after each class.
Attended regular topic, accent and product specific training.
Prepared weekly lesson plans.
Conducted weekly vocabulary tests and exercises with monthly progress reports.
Prepared movie reviews for Screen English classes.
Transactional Quality Monitor / Quality Team Lead
Sykes Asia
June 2008 – April 2010
Monitored off-shore representatives on a daily basis adhering to quality standards and providing coaching points for the agent reference.
Accomplished daily, weekly and monthly team reports (includes monitoring trackers, productivity reports, attendance trackers, calibration log reports and gap analysis, and performance scorecards).
Accomplished monthly account status & cost reports, daily monitoring recaps, historical data, QA Team schedule updates, and performed other admin functions such as supplies requisition tracking, and dissemination of client updates.
Provided weekly monitor coaching and regular team meetings to discuss client updates.
Facilitated internal and external calibrations.
Coordinated with internal client services and the client to create and/or refine internal/external account processes to increase agent and account efficiency while maintaining if not increasing the quality of customer service, sales, and maintaining adherence to ISO standards.
Drafted ISO process documents for client services approval.
Conducted and documented Incident Reports as needed.
Performed a monthly one-to-one performance review session with QAs.
Provided up-training for QA monitors and product specific training for new QA monitors.
Lead Quality Analyst
IBM Daksh Business Process Services Inc.
January 2007 – April 2009
Monitored agent representatives and provided regular coaching sessions to meet quality demands.
Performed weekly team meetings to discuss quality updates.
Facilitated client and agent calibrations.
Accomplished performance management plans.
Provided Quality Overview training for new hires.
Customer Care Representative
IBM Daksh Business Process Services Inc.
April 2006 – December 2006
Inbound Customer Care Support who provided assistance to various concerns ranging from billing, basic troubleshooting, and other account inquiries.
Education
2012
Jose Rizal University
Post Graduate Diploma / Master's Degree in Business Studies/Administration/Management (Credits) | Philippines
2006
Pamantasan ng Lungsod ng Maynila
Bachelor's/College Degree in Mass Communications | Philippines
