Genalyn D. Dizon

Genalyn Dumlao Dizon Baguio City, Philippines- Skills: Strong leadership ability, a team player; keen eyes to details and quality of service; enthusiastic with strong and effective communication skills, analytical thinking, problem solving and decision making even in stressful situations; strong ability to learn, adopt, improve new responsibilities, initiative and commitment to achieve. Employment: HR Officer, Nails Ladies Beauty Center, Khalidiya St., Abu Dhabi, United Arab Emirates January 13, 2016 – January 13, 2018 Responsible in the Recruitment of Office Staff Members as well as Nail Technicians, Masseuses, Waxers and other Staff Needs of the Company; Conducts New Hire Orientation/Induction on topics not limited to Compensation, Benefits, Regularization and the like; Responsible in Manpower Deployment as needed by Branches; Responsible in creating Training Manuals in coordination with Senior Trainers from branches and those invited from United Kingdom; Responsible in making the Monthly Schedules of all the Branches from Reception to Technicians to Helpers, making sure that each Salon is well manned daily, weekly and monthly; Ensure that the Attendance Management System at hand is checked daily; Responsible in conceptualizing, creating and/or updating Human Resource policies and procedures compliant to existing UAE Labor Laws, Coaching Modules, Subject Matters relevant to improve existing programs for the betterment of hiring processes and the output of such hiring; Responsible in leading the Monthly Branch Meetings for alignment of Processes and Protocols, of Trainings and other memorandums; Responsible in the Annual Appraisal of Employees; Responsible in ensuring legal compliance by monitoring and implementing applicable human resource state requirements, conducting investigations and the like. Training Development Manager, Convergys Baguio for DirecTV and CitiBank, Baguio City, Philippines February 27, 2012 – October 7, 2015 Conducting Communications and Culture Training/Product Specific Trainings and other training programs to ensure alignment with the line of business at hand; Making sure that these Trainings conducted will exceedingly impact KPIs like Net Promoter Survey (NPS) Scores, Average Handling Time (AHT), Customer Satisfaction (CSAT) and other KPIs set by the Lines of Businesses handled at a time; Making sure that Training Slots are coordinated with the Operations so as not to affect production time; Training the Line Managers in terms of correct policies and procedures, making sure that Developmental plans are created to cover progression of agents to becoming future leaders; Ensuring that Sales Training and Development Courses are updated and are attended by employees thru workshops, briefings and the like to maximize personnel’s potential; Conducting Training Needs Analysis to measure training effectiveness thru Call Recordings, Development Action Plans (DAPs), Triad Coaching Sessions with Team Leaders and Quick Fire Feedback from Team Leaders and Coaches; Responsible in maintaining Continued professional development by conceptualizing, creating and/or updating training policies and procedures, Coaching Modules, Subject Matters relevant to improve existing programs for the betterment of sales and other processes; Dell Sales Supervisor/Trainer, CyberCity Teleservices Incorporated, Clarkfield, Philippines May 31, 2004 – March 17, 2009 Supervisor of Dell Extended Services-Outbound/Inbound, Philippines doing administrative, ministerial and coaching jobs for an Outbound/Inbound Team consisting 15-20 agents. Sales Agent Coach IV, training product knowledge and selling skills and other information as directed by Dell Executives and CyberCity Management on Client Directives and other Policy Changes at the same time take calls for the project to be updated with the product sold and with other concerns as well so as to teach it to agents being handled and to make sure that KPIs such as Average Order Value (AOV), Revenue Per Call (RPC), Customer Satisfaction (CSAT), Average Handling Time (AHT) and others are monitored. Conduct quarterly, monthly and weekly business reviews to make sure that all agents are hitting the sales targets and to make sure that all sales strategies are being used by agents to close sales; Take Supervisory calls when calls are escalated to a Supervisor/Manager and pacify clients by making sure all their needs are met exceedingly; Started as Inbound and Outbound agent, able to process orders for customer’s warranty for their Dell Computers, address customer services concerns and technical support problems as well. Faculty Member, Systems Technology Institute – Center Of Excellence, Baguio City Philippines June 1995 – March 2001 Instructor 5 of 2000 Teacher’s Evaluation. Acted as Organizer and Trainer for the Formative Evaluation of Newly Hired Faculty Members for School Year-. Taught subjects ranging from History, Political Science, Family Planning to Social Sciences. Handled the Student Body Organization for School Year- Member of the Organizing Team for school events and programs. Awards and Recognitions: Certificate of Attendance - Risk Management Orient Management Consulting and Training Abu Dhabi City April 5, 2017 Certificate of Attendance – Team Leader On-Boarding Convergys Baguio, Baguio City, Philippines February 3-14, 2014 Certificate of Achievement –Frontline Leadership Series CyberCity Teleservices Incorporated, Philippines December 1, 2008 Certificate of Attendance - Motivation, A Leadership Tool CyberCity Teleservices Incorporated, Philippines June 13-14, 2006 Certificate of Recognition – Assistance for Formative Evaluation STI College Baguio – Center of Excellence Baguio City, Philippines July 12, 2000 Certificate of Attendance – “Developing a Personal Culture of Excellence for STI” STI College Baguio – Center of Excellence Baguio City, Philippines November 12, 1999 Certificate of Attendance – “Productivity and Quality Seminar” Regional Tripartite and Productivity Board - CAR STI College Baguio – Center of Excellence Baguio City, Philippines June 10, 1999 Educational Attainment: Bachelor of Laws – Undergraduate Saint Louis University Baguio City, Philippines June 1994- March 2000 Bachelor of Arts Major in Political Science – Graduate Saint Louis University Baguio City, Philippines June 1990-March 1994 Secondary Education – Graduate w/ Honors Mangatarem Catholic School Mangatarem, Pangasinan June 1986-March 1990 Primary Education – Graduate – 1st Honorable Mention Quetegan Elementary School Quetegan, Mangatarem, Pangasinan June 1980-March 1986 Special Skills Education – Seven-Month Caregiver Course Systems Plus College Foundation Balibago, Angeles City, Philippines March 8, 2006 Reference upon request. I hereby certify that all above information are true and correct to the best of my knowledge. Genalyn Dumlao Dizon Applicant