April Aiza Buhay

April Aiza Marcellana Buhay Block 11 Lot 18 Riviera Heights Subdivision, Brgy. Labas, Santa Rosa City, Laguna--PROFILE • Self-motivated and well-organized professional with strong experience in outstanding customer service, monitoring performance and productivity. As well as ensuring staff compliance in all key metrics in a daily, weekly and monthly basis. • Superior skills with real time analysis concerning accuracy of work and processes. In addition, provides coaching feedback to the representative and collaborating with the upper management for continuous improvement. • Bachelor of Science in Nursing • Highly skilled in MS Office (Excel, Word, Power Point Access) PROFESSIONAL EXPERIENCE November 13, 2019 – January 30, 2024 Optum Global Solutions Human Resource Specialist • • • • • Entrusted to receive calls, chat, tickets and emails from the employees who need assistance regarding payroll, policy, documents, or knowledge bases that involves the company. Maintaining employee records and databases Provides administrative support to ensure efficient office operations. Ensure that deadlines are met and adapts to changing priorities. Experienced Talent Acquisition Specialist in sourcing, recruiting, interviewing, and retaining top talent May 27, 2019 - September 28, 2019 Iqor Philippines Team Lead – Operations • Handled teams with an average of 14 to 18 representatives in all aspect of their performance. Mentoring agents to achieve their targets and personal career goals. • Conducts scorecard analysis and identifying root cause to tailor fit the coaching strategy for a certain representative to effectively create actions and help them improve. • Real time monitoring of agent activities to maximize their productivity. Makes recommendation for process improvement based. June 2013 - November 30, 2018 Teletech Customer Care Phils. Team Lead – Operations • Handled numerous Teams with an average of 14 to 18 representatives in all aspect of their performance. Mentoring agents to achieve their targets and personal career goals. • Conducts scorecard analysis and identifying root cause to tailor fit the coaching strategy for a certain representative to effectively create actions and help them improve. • Real time monitoring of agent activities to maximize their productivity. Makes recommendation for process improvement based on deep dive analysis and observation. • Created reports and recommendation to be presented during WBR, MBR and QBR for continuous improvement. February 2011 - June 2013 Teletech Customer Care Phils. Senior Associate – Operations • Provides real time support to the TSR’s on the production floor that includes taking supervisor calls and product related concerns. • Facilitates pre and post shift huddles of a focused team (mostly rock pool team) • Assists the Team Lead in handling product related inquiries of the TSR’s. November 3, 2008 - February 2011 Teletech Customer Care Phils. Technical Support Representative • Entrusted to receive calls from the customers who are in need of Technical assistance in regard to the product they bought/subscribed from the company. EDUCATION COLLEGE: Bachelor of Science in Nursing University of Perpetual Help System Laguna Biñan City, Laguna SECONDARY: University of Perpetual Help System Laguna Biñan City, Laguna PRIMARY: Dela Paz Main Elementary School Biñan City, Laguna TRAININGS AND SEMINARS ATTENDED: Team Lead 101 Teletech - Santa Rosa June 2014 Team Lead 201 Teletech - Santa Rosa February 2016