Jocele Manla

JOCELE MANLA BPO Team Lead | HR Admin | Virtual Asst I EA Results-driven BPO team lead with over 5 years of experience leading high-performing teams to exceed targets and deliver exceptional customer service. Skilled in team management, administrative support, and driving operational excellence. Committed to fostering a collaborative work environment and continuously enhancing performance. Your performance Coach and HR Ops Specialist. WORK EXPERIENCE CONTACT HR Operations Specialist 2022 - 2023 Buy Box Experts | Remote - Responsible for managing all aspects of HR operations for the US employees and global contractors, including payroll processing (ADP and Lano), timekeeping, and benefits administration. Manage inquiries via the Help Desk ticketing system (Jira). Responsible for managing the entire employee life cycle, from onboarding to offboarding. -Executive Assistant to CHRO & People Ops Mngr. Blk 5 Lot 5 Pacific Grande 2, 2021 - 2022 Buy Box Experts l US - Remote linkedin.com/in/jocele-manla- Responsibilities include but are not limited to, providing comprehensive administrative support to the CHRO and People Ops Manager, assisting with various HR-related tasks, managing executives' calendars, scheduling appointments, and preparing reports, presentations, and other materials. Efficiently handle global payroll management and effectively triage HR helpdesk tickets to the appropriate personnel or department. Additionally, provide assistance to the HR and finance recruiting team as needed. - Ops Team Lead - Healthcare Babag, Lapu-Lapu City, Cebu 6015 2018 - 2021 Concentrix l Cebu, PH EDUCATION Pioneering Team Lead for Healthcare account with 20+ Service Advisors. Manage and lead service advisors in providing exceptional support to members and providers for claims and policy queries. Handled (1) Provider Services then, (2) Member Services LOBs. Worked remotely handling off site agents for 5 months during pandemic. Bachelor of Secondary Education Leadership Academy Trainer Bukidnon State University Sykes Enterprises Inc. l Cebu, PH 2003 - 2007 Facilitate leadership Execution Accountability Performance Training to multiple level of functions in the operations including Sr. and Ops Managers, TLs, SMEs and QAs. Conducts post-training audits and partners with the leaders to assist in agent skill-building and coaching development. Ops Team Lead - Telco EXPERTISE Team Management HR Admin Customer Service 2016 - 2018 2013 - 2015 Sykes Enterprises Inc. l Cebu, PH Manage a team of CSRs and SME. Effectively communicate expectations and targets using effective way of using leadership styles based on the different types of learners. Perform other related tasks such as coaching, training, etc. Selected TL to lead a start-up LOB. Customer Service Representative 2009 - 2013 Sykes Enterprises Inc. l Cebu, PH Coaching Answer and resolve customer inquiries via phone related to billing, account management, technical support, or general questions about our products and services. Process and upsell payments product and other plan services. Training CSR/ HHO Service Representative MS Office Suites Teletech l Cebu, PH Google Workspace 2007 - 2009 Provide exceptional service and support to our customers by providing the best option based on their needs. Offer and upsell varieties of PC monitors, printers, ink, and accessories and product returns and replacement. Customization of desktops and laptops, for personal, school, and business.