Glenna Cawaling

Glenna Hallare-CAWALING 171A Interior M Santos St, Brgy 25 Santa Clara, Pasay City Tel No. - Cel. No. - Email Address:-PROFESSIONAL EXPERIENCE: Xerox Shared Services Philippines, Inc. th 8 Flr, One E-Comm Bldg, Mall of Asia Complex, Pasay City April 2014 – December 2016: Business Analyst Job Description:  Analyses the client’s requirements for a new business  Coordinates the transition with all relevant business areas  Maintains active involvement in documentation, user-access testing and operationsreadiness test  Prepares first drafts of Desktop Procedures based on existing and agreed Process Flows  Performs Quality Assurance activities related to documentation reviews, processes reviews, and other types of documentation following company standards  Captures, analyses and documents requirements; supports the communication and delivery of those requirements to relevant parties  Assists in enforcement of project quality standards  Participates in post go-live activities  Understands the business change needs and assesses the impact of those changes  Communicates effectively with co-Business Analysts to support the work-related activities  Consistently delivers high-quality services to our internal/external clients based on company methodologies and best practices  For steady-states accounts - participates in Change Management in terms of Change Request Estimations and Implementations  Tools handled: SAP Nessie and SuccessFactors for Personnel Administration ACS, A Xerox Company 8th Flr, One E-Comm Bldg, Mall of Asia Complex, Pasay City June 2012 – April 2014: Quality Assurance Analyst – Bilingual (Spanish) Job Description:  Responsible for activities involving quality assurance and compliance with applicable regulatory requirements.  Responsible for setting quality standards for both calls and transactions  Educate the processors on the purpose of the team and what can be done to ensure high QA scores such as discussing the QA form and listen to sample calls or validate sample transactions  Validate calls and transactions and use a checklist (quality form) to determine handles it according to QA standards and guidelines  Provide coaching and feedback  Submit accurate and detailed reports to the management and client  Investigate escalations and re-works sent by the client  Countries handled:    APAC HR Service Centres – Australia, New Zealand, China, Singapore and Thailand IMEA HR Service Centres – India and UAE Americas HR Service Centres – US, Canada, Mexico, Argentina, Colombia and Chile December 2011 – June 2012: Transaction Processor - Bilingual (Spanish) Job Description:  Responsible for generating Output Letters, entering Employee Data in HR System (SAP Nessie) and submitting Flexiform for Payroll  Processes handled: New Hire, Employee Personal Data Changes, Employee Status Changes, Long Service Award, Leave, Termination, Employee References Aegis-People Support PSC Bldg, Buendia corner Ayala, Makati City January 2009 – June 2011: Travel & Hospitality Sr. Executive – Bilingual (Spanish) Job Description:  Responsible for assisting guests in making hotel transactions such as room reservations, inquiries, cancellations or modifications.  Assist supervisors with coaching agents and call monitoring  Assist supervisors with team management, meetings, campaigns and behavioral reports People Support PSC Bldg, Buendia corner Ayala, Makati City May 2006 – December 2008: TNC Transcriptionist/Acting Editor/Data Controller Job Description:  Responsible for capturing recorded speech into written form.  Assist in editing transcribed materials before submitting to clients.  Assign audio to the whole team. TRAININGS/CERTIFICATIONS ATTENDED: Diplomas de Espanol como Lengua Extranjera  Nivel A1 – This diploma is the first learning level of the Common European Framework of References for Languages of the Council of Europe. ACS, A Xerox Company  Performance Management  Change Management Process  Performance Improvement Plan  Supervisor Coaching and Development  Excel Training Aegis-People Support  Assistant Team Lead Training  Initial QA Training  Peer Training  Peer Real-Time Analyst  Peer Coaching  Customer Focus In Action  Influencing Performance Through Effective Coaching  Developing Lasting Personal Effectiveness  Management Effectiveness EDUCATION: Foreign Language Instituto Cervantes Manila Nivel B2 – Intermediate Level Students are able to acquire conversational capacities on familiar subjects and the ability to use communicating strategies to maintain related conversations with the past and the future. It will also teach the students how to write general and simple literary texts, and to compose letters and essays about the general aspects of daily life. As the level advances, the course provides detailed information about general themes and educates students to express with fluidity and to write lengthy compositions. The students themselves can utilize communicating strategies to maintain conversations on different contexts and situations. Tertiary University of the Philippines – Diliman June 2002 – April 2006 Secondary Zambales National High School June 2001 – April 2002 St. Joseph’s College – Olongapo City June 1998 – April 2001 Primary St. Joseph’s College – Olongapo City June 1992 – April 1998 *References available upon request.