Honey Jean Malamug

Honey Jean Signacion Malamug Phase 3B Blk 12 Lot 1, Football St., Pacita Complex I, 4024 Binan Laguna -- Skills • • • • Experience Lead, HR and Training – Scale Virtually, LLC Virtual Assistant July 2020 – present • Functioned as Offshore Lead for Hiring • Acted as Virtual EA for Company owner, with duties covering US hiring, working with the Sales and Marketing Team for collaterals and deliverables, and oversee Operations for Real Estate transactions Proficient in Microsoft Office (Excel, Word, Powerpoint and Publisher) Proficient with other basic computer systems. Subject matter expert (SME) for Language and People Management Can work with Online Platforms related to work coverage Assistant Manager, Learning & Development (Talent Development) – Intelenet Global Phils., Inc. Human Resources September 2016 – August 31, 2018 • Responsible for managing and deploying Career Development Programs for TLs • Responsible for deploying Competency Development Programs for agents, Ops and Support TLs and Team Managers • Creates content for Competency Development courses against TNI and ad-hoc program needs • Reports on agent and departmental performance • Curriculum development and financials • Involvement in SOP creation and governance, audit compliances, JD reviews and Recruitment/ Hiring process certification Assistant Manager, CORE Training and Learning & Development – Intelenet Global Phils., Inc. Training / BHR September 2016 – September 2017 • Responsible for managing and deploying Career Development Programs for TLs • Responsible for deploying Competency Development Programs for agents, Ops and Support TLs and Team Managers • Creates content for Competency Development courses against TNI and ad-hoc program needs • Responsible for managing temp and Core Trainers and Communication Coaches for Language and Product Honey Jean Signacion Malamug • • • • • • • Data Tracking and Analytics (agent proficiency, graduation and attrition rates and trainer proficiencies) Reports on agent and departmental performance Curriculum development, financials and timekeeping Attends client calls and presentations Coordinating and planning with Site, Departmental and Vertical management Trainer scorecard maintenance and development Coordinates data and employment issues with Recruitment, HR Operations and Operations. Officer, Learning & Development – Intelenet Global Phils., Inc. Training / BHR September 2015 – September 2016 • Responsible for managing and deploying Career Development Programs for TLs • Responsible for deploying Competency Development Programs for agents, TLs, and Team Managers • Creates content for Competency Development courses against TNI and ad-hoc program needs Quality Analyst – Intelenet Global Phils., Inc. Training and Quality (Financial) September 2014 – September 2015 • Responsible for call audits and trend analysis • Made recommendations for agent call improvements and process audits • Created modular content for communication initiatives supporting NPS • Was Acting TL for Ops at same time handling 12 FTE Adviser (Payments – Intelenet Global Phils., Inc. Operations (Financial) August 2013 – September 2014 • Responsible for call management and escalations for international business banking payment needs Training Delivery Manager/OIC – Convergys Corporation Satellite and Technology March 2012 – March 2013 • Responsible for managing temp and Core Trainers for Language and Product • Data Tracking and Analytics (agent proficiency, graduation and attrition rates and trainer proficiencies) • Reports on agent and departmental performance • Curriculum development, financials and timekeeping • Attends client calls and presentations • Coordinating and planning with Site, Departmental and Vertical management • Trainer scorecard maintenance and development • Coordinates data and employment issues with Recruitment, HR Operations and Operations. 2 Honey Jean Signacion Malamug Trainer/ Communication Coaching Supervisor - Convergys Corporation Communication and Culture Training (Language Center of Excellence) July 16, 2009 – March 2012 • Responsible for delivering new hire training for language and culture as the initial phase in the agent life cycle. • Responsible for tracking 30-90 day agent proficiency progress. • Responsible for tracking and trending attrition within the 30-day agent lifecycle. • Coordinates data and employment issues with Recruitment, HR Operations and Operations including clients and vendors abroad. • Renders Operational support for language proficiency. • Creates modules and learning materials for language proficiency and communication enhancement. • Subject Matter Expert (SME) for Communication with CSAT/NETSAT/NPS/Customer Effort as success measures trended. (Familiar and proficient with these Customer Satisfaction measures. Have done data analytics for attributes supporting these.) • Worked with and helped design workshops to support language audits like Berlitz, Versant, Ordinate, BeLit and Global English Communication Coach - Convergys Corporation Communication Coaching (Language Center of Excellence) August 2005 – July 15, 2009 • Responsible for monitoring and coaching Transition, Production and Outlier agents for language and communication. • Responsible for tracking 30-90 day pass rates for CSAT. • Responsible for collating data for performance readouts. • Renders Operational support for language proficiency. • Designed and delivered modular workshops for communication and continued learning. Customer Service Representative - Convergys Corporation Tier I September 2004 – August 2005 • Responsible for customer and account management including but not limited to: billing, technical troubleshooting, FE to other sites Administrative Officer/Assistant to the COO - EuroStructures Ltd. September 1997 to December 1998 • Was assigned as Administrative Office to the Dasmariñas Plant, caring for all employment pertinent documents, computations and disbursements (SSS contributions, tax remittances, payroll, compensations, health benefits). • Worked with the Engineering Department to develop the billing system used for local clientele and maintained records for such, both manually and electronically. • Was responsible for office supplies inventory, disbursement and purchase. • Reported to the Chief Financial Officer, who was a UK national and coordinated visits, hotel accommodations and flight details for company officers (ex-pats). • Cared for other administrative functions such as correspondences with the Head Offices (then in Romania and the UK), forecasted overhead expenses against semi-annual budget and worked with the in-house accountants for year- end accounting. 3 Honey Jean Signacion Malamug Secretary to the President – Interhouse Corporation 1994 to 1995 • Cared for correspondences for the office of the president. • Responsible for the company president’s personal files (health, bills and communications). • Accomplished jobsite inspections for (real estate) structural completion, equipment and materials storage and conditions, worker conditions and issues, and filed the corresponding reports. • Issued office memoranda on behalf of the office of the president. • Coordinated with shipments from housing suppliers both local and abroad. • Office supplies inventory, requisitions and disbursements. Telephone Operator – Philippine Long Distance and Tel. Co. March 1992 to November 1992 • Completed the Auxiliary Traffic Operations for Telephone Operators • Was assigned as probationary employee to Directory Assistance, National and International Operations. The Guy Simondac Music Studio (on commission) • Functions as resident director for stage adaptations of published musicals. • Librettist for works on commission. Other Trainings attended • PMAP - Millenial Leadership – September 2017 • Innovation and Design Thinking (company sponsored) • British Council Certification for Culture • Leadership Development Education University of the Phils., Diliman (last year attended: 1992-undergraduate) BA Journalism (College of Mass Communications) Polytechnic University of the Phils., Taguig (last year attended: 1997-undergraduate) BS Secondary Education, Majoring in English Secondary level Colegio de San Pedro (San Pedro, Laguna) Graduated 1989 4 Honey Jean Signacion Malamug Character References: Mr. Gregorio Antolin Manager for HR Operations Intelenet Global Phils., Inc (now Teleperformance) Ms. Jill Shah General Manager for Training, Recruitment and Preboarding Intelenet Global Phils., Inc (now Teleperformance) Mr. Aldwin Catral Training Manager IGT Solutions Contact numbers may be furnished on request 5