Katarina Villasenor

- - Pasig City, PH WORK EXPERIENCE Managed day-to-day operations involving employee and stakeholder management SOP Creation and Revision Full-cycle process implementation and evaluation VIRTUAL OPERATIONS & CUSTOMER SERVICE MANAGER OCTOBER 2020 - PRESENT Managed team tools/software Full-cycle recruitment Onboarded new hires, facilitate training, and conduct check-ins and performance reviews Payroll and benefits of employees Rolled-out and managed team KPIs including CSAT and NPS SALES DEV (APPOINTMENT SETTING) TEAM LEAD Boldr, Inc. OCTOBER 2019 – SEPTEMBER 2020 AGENCY ADMIN AND HR MANAGER AidPro Health Providers, LLC. NOVEMBER 2017 TO AUGUST 2019 Managed and trained 2 pioneer accounts: one of which tripled in team size within 3 months Developed and spearheaded multiple process improvement projects to address training and operational challenges while managing the team and recruiting new hires Team and Stakeholder Management Training and QA Workforce Planning Recruitment and Sourcing Coaching Liaised with more than 60 clients and managed over 150 employees. Handled payroll and invoicing amounting to approximately $300,000 quarterly Promoted to Office Manager after being employed for 3 months Organized filing, documentation, compliance and maintain HR files; all in alignment with State and Federal regulations Administered end-to-end hiring and recruitment process Created necessary memos and documentation Revised outdated contracts and forms Operational and Stakeholder Management HR, Recruitment, and Payroll - - Pasig City, PH Interviewed applicants over the phone and trained new hires from 5 accounts in language and communication Coached employees with language or communication opportunities Worked with accounts to meet their target customer service metrics through specific language, communication, and effortless experience interventions Contributed to the innovation of learning resources (i.e. recording voiceover, writing scripts, making storyboards and videos, updating decks) Handled training for healthcare, financial, and travel accounts. Trained over 70 new hires for different accounts. ENGLISH COACH APPRENTICE Sykes Asia, Inc. OCTOBER 2015 TO JANUARY 2017 Assisted the account's customers with any issues regarding their IRAs or savings accounts Troubleshooted basic errors in their accounts Educated the customers on the different bank processes Coordinated with different departments (i.e. Financial advisers, bank associates, etc.) if needed CUSTOMER SERVICE REPRESENTATIVE Sykes Asia, Inc. APRIL 2015 TO OCTOBER 2015 EXPERTISE Operational Management Training & Training Needs Project Management Tools Human Resource Management Analysis Communication People Management Recruitment SOPs and Compliancce Relationship Management Payroll and Billing Workforce Planning Strategy and Collaboration TOOLS/SOFTWARE Asana Hubspot Intercom Sprout Canva Monday.com Hubstaff CloudTalk Greenhouse Chanty ClickUp Basecamp RingCentral Workable Jira Salesforce Freshdesk PowerBI Lever TimeDoctor Zendesk Front Microsoft 365 Airtable 1Password Zoho Livechat GSuite Slack Adobe Suite