Cyleena Nieto

CYLEENA NIETO OPERATIONS MANAGER | CUSTOMER CARE SPECIALIST HR MANAGER |ALL AROUND VIRTUAL ASSISTANT MY EXPERIENCE Virtual HR and Operations Manager BBD Services - AZ, USA (Freelance / Home-based)| Aug 2018 – Present PERSONAL PROFILE I am an All-Around Virtual Assistant professional with over 12 years of combined experience in the corporate and remote setting. I specialize in customer service, human resources, and operations management. Currently, I work as a virtual HR and operations manager focusing on helping entrepreneurs grow their business through leadership, project management, and human resource development. MY CONTACT DETAILS Email Address:-Mobile Number:- Skype ID: cyleena.nieto LinkedIn Profile: www.linkedin.com/in/cyleena-nieto · Responsible for building the client’s global team · Deals with the entire HR process from recruitment, training and development, payroll, performance management, and records management. · Leads all the projects given to the virtual team. · Delegates tasks properly to ensure that the team delivers the client’s desired results. · Manages daily operational processes of all departments in the Philippines. · Creates standard operating procedures and knowledge base/product FAQs libraries. Employment Zone Coordinator | Virtual Assistant [Part time] JTA - Australia (Freelance / Home-based) | May 2018 – Feb 2019 · Manages the client’s job board. Ensures that job ads are up to date and are designed in a professional manner. · Responds to client concerns through email. Serves as the company’s job board coordinator. · Creates job ads and email templates. · Collects data from other job boards and maintains a company database. Manages applicant data Customer Service Team Leader | Virtual Assistant MBS Inc. - FL, USA (Freelance / Home-based) | May 2016 – Feb 2018 · Responds to customer concerns via email, social media chat support, and Amazon product review feedback. · Creates customer inquiry guides and automated email response templates. · Creates knowledge base and product FAQs libraries. · Manages the company’s Amazon Seller Central accounts. Performs daily Seller Central tasks to ensure that the standard core metrics are met and the company’s Amazon accounts are kept in good standing. · Opening and managing customer service related seller support tickets. · Amazon and Shopify order processing and fulfilment. · Assists in website maintenance. · Serves as a point of contact for other team members. · Build teams and recruits other virtual assistants. · Handles scheduling and delegation of daily tasks. · Provides necessary training for new hires and conducts coaching sessions for regular employees. · Creates and keeps customer care related process flows (SOP) 100% up to date for performance management and training purposes. · Performs comprehensive online research about specific topics requested by the management team. Mostly on healthcare and pet products in order to provide exceptional customer service and immediately resolve customer issues. HR Representative | Global HR Operations DIGITAL PLATFORM / SOFTWARE KNOWLEDGE Project Management: - Teamwork - Trello - Asana Human Resources: - PeopleSoft - MyRecruitment+ - Factorial - Sentrifugo Communication Tools: - Zoom - Hipchat - Slack - Glip - Skype Remote Systems: - TeamViewer - AnyDesk - Royal TS Help Desk/Customer Service: - Help Scout E-commerce: - Shopify - Amazon Seller Central - eBay Collaboration Tools: - Google Drive / G Suite - Google Docs, Sheets, Forms, and Sites - Lotus Notes Design Tools: - Canva - Offeo HSBC Electronic Data Processing Philippines Inc. - Quezon City Aug 2013 – Jan 2015 · Helps employees navigate through self-service tools and functionality, and handles other inquiries efficiently and on the first contact when possible. · Supports line managers and employees across the globe to resolve their HR related concerns through the telephone and cases from the HR Portal. This includes interpretation of and advice on HR policies on Benefits, Compensation, Payroll, Recruitment, Performance Management, Transactions, Records Management, Disciplinary Management and the like while following prescribed HR, company and business unit policies, practices, procedures, and regulatory requirements. · Create, assign, handle and resolve cases in the case management system for tracking and documentation purposes. Subject Matter Expert | Debt Recovery Services UK Collections HSBC Electronic Data Processing Philippines Inc. - Quezon City Aug 2012 – Jul 2013 · Ensures that a defined percentage of associate calls are reviewed on a monthly basis through remote or side by side monitoring. Provide feedback to associates and Assistant Manager for Operations. · Maintain and prepare reports and present findings on a weekly basis to site management by gathering data on quality to better analyse gaps and formulate action plans as needed. Creates and implements campaigns by looking into opportunities to address, to produce quick hits and long term results. · Provides additional help and guidance for a specific number of associates through immediate coaching after doing monitors, to ensure that they get a different perspective on their areas for improvement. · Conducts calibration sessions Intern | Human Resource Department HSBC Electronic Data Processing Philippines Inc. - Alabang Dec 2011 – Mar 2012 · Assists in encoding, filing, and sorting HR related documents. · Assists in the recruitment process and mans the reception area during the day. Debt Recovery Officer | UK Collections HSBC Electronic Data Processing Philippines Inc. - Alabang Mar 2006 – Aug 2012 · Contacts delinquent and over the limit customers via a phone system to obtain payments or negotiate appropriate resolutions on customer accounts. · Provides extraordinary service through phone interactions with customers. · Reviews and analyses financial situations and arranges repayment program to return the customer’s account back to order. MY EDUCATION BSBA in Human Resource Development Management 2008 – 2012 University of Perpetual Help System Dalta, Las Piñas City