Aprille Valdez

APRILLE VALDEZ EXPERIENCED PROFESSIONAL A quick summary of my skills PROCESS IMPROVEMENT Who am I I help clients shape up their businesses by hiring the right people, training their competencies, monitoring their results, identifying AFIs, promoting lean processes, developing their workflows, enhancing their culture through policy-making, and building and nurturing relationships with stakeholders. What I can do for you - Recruitment/Consultation - Training/Consultation - Writing (content, policies, scripts, academic), typesetting, editing - Minimal graphic design - Customer Service/Quality/Consultation - Process Improvement/Building - Organizational Development My contact info Email:-LinkedIn: @aprillevaldez Address: Manila, Philippines Skype: Aprille Valdez Upwork: Aprille V. My certifications DISC Profile My published work My Portfolio Systems I can use - Podio, Citrix, Globiflow, ASANA, Smartrecruiters - Xencall, Roor, Stripe - Canva, Trainual, Notion, Talla, Trello, Articulate 360, eLEAP, Photoshop - G-Suite, MS Office - Zendesk, Salesforce, Intercom, Hubstaff, Upwork - Skype, Zoom, Slack, MS Teams - Mac, Filmora, iMovie, Windows CUMULATIVE: 5 YEARS - Built processes, workflows, and process/departmental structures. Revisited and tweaked processes to improve quality and agent and team performances. Initiated process improvement projects before in quality and operations. TRAINING CUMULATIVE: 5 YEARS - Built a training team, created programs/curriculums, training content, evaluation method/s, and team roles. Facilitated in-class and online trainings. HR ADMIN/LEADERSHIP/PROJECT MANAGEMENT CUMULATIVE: 4 YEARS -Created policies. Initiated R&R initiatives, and created performance metrics. Handled various team and team levels. QUALITY CUMULATIVE: 4 YEARS - Deep dives for data analysis to discover underlying causes of performance issues affecting NPS, agent productivity, and overall work quality - Built a quality ticketing system to solve operational issues - Created QA checklists, audited calls, and discussed findings with stakeholders RECRUITMENT CUMULATIVE: 7 YEARS - Handled end-to-end recruitment starting from job role and ad creation, posting/management to job sites, paper screening, interviews, and endorsements (final/job offer/onboarding), and coordinated with various recruitment channels and Hiring Managers WRITING CUMULATIVE: 6 YEARS - Authored numerous SOPs, articles, and blog posts. Some of my published work (that is free to share) can be found on my LinkedIN profile. I have also worked as an educational writer, content developer, and at one time, a lyricist! I also have proofreading and editing skills. APRILLE VALDEZ EXPERIENCED PROFESSIONAL Corporate work Home-based/Freelance work INSTRUCTIONAL DESIGN SENIOR ANALYST CONTENT DEVELOPER ACCENTURE- QUIPPER (FREELANCE) 2022 - 2023 - Conducted deep dives on operational issues, and formulated solutions to address such which are also feasible for all relevant stakeholders. - Created training materials for LMS - Wrote content for English K12 lessons for publishing on Quipper's learning app to serve as supplementary materials for K12 students across the globe TEAM LEADER (OPERATIONS) BALSAM BRANDS (SEASONAL- CS-PAC GLOBAL BPO 2017 - 2018 - Handled a team of 15 back-office agents and oversaw the day-to-day operations of 12 accounts - Conducted coaching and performance reviews and acted as a point person for clients TRAINING MANAGER CS-PAC GLOBAL BPO 2016 -2017 - Built the training team and conducted TNA - Created workflows and a ticketing system for process improvement - Created modules, facilitated training, and authored LMS content VARIOUS ROLES (BACK OFFICE) - Agent: Back Office (orders, refund, follow-ups throughs Salesforce) - Recruiter: paper screening, initial interview, JO, correspondence - Front Office Team Leader: handled 11 agents MEMBER SUCCESS SPECIALIST ACADIUM INC. 2019 - 2023 - Email support handling all customer concerns via Zendesk and Intercom - Screened applicants for admission to the marketplace - Customer retention and upselling, disputes RECRUITMENT AND OPERATIONS SPECIALIST PRIME CASH OFFER (US REAL ESTATE) 2021 COMMUNICATION SKILLS TRAINER GENPACT 2016 - Conducted training on English communication skills - Created training content TRAINING AND RECRUITMENT SPECIALIST DRAGONWELL TEA INC. 2014 - 2016 - Conducted TNAs, created training content, and facilitated training - Authored policies and process improvement projects - Handled end-to-end recruitment from job descriptions to onboarding. EDUCATIONAL WRITER/PRODUCTION COORDINATOR 360 DIGITAL WORKS LTD. 2013 - 2014 - Authored scripts for videos for different school subjects - Authored scripts and storyboards for documentary projects - Lyricist, Casting, and Voice Director for musical projects - As a Production Coordinator, oversaw projects, delegated, monitored tasks and timelines, and reported progress to stakeholders - Handled end-to-end recruitment from job descriptions to onboarding - Created training courses and published them on Trainual - Structured and analyzed the company's teams through project management efforts for process improvement - Improved quality structure for use in Operations - Drafted contracts and HR policies OPERATIONS SPECIALIST JET CASH OFFER (US REAL ESTATE) 2019 - 2021 - Overseen daily operations - Handled end-to-end recruitment from job descriptions to onboarding. - Created training courses and published them on Trainual - Created quality structure for use in Operations - Automated workflows through Podio and Globiflow - Drafted work policies, and employee-focused programs TECHNICAL WRITER FLOWSTER INC, (FREELANCE) 2020 - 2021 Authored SOPs, blogs, and podcast summaries. 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