Ma. Kea Rodella

MA. KEA RODELLA Team Leader | Head of Human Resources | Policy & Operations Specialist PROFILE Results-driven Human Resources and Operations Leader with 5+ years of experience in team management, policy implementation, and performance optimization. Proven track record in improving operational efficiency, ensuring policy compliance, and leading high-performing teams. Experienced in workforce management, KPI monitoring, and employee development to drive organizational growth. CORE COMPETENCIES Human Resources Management | Team Leadership & Team Management | Recruitment & Talent Acquisition | Employee Relations & Conflict Resolution| Performance Coaching & Development | Policy Implementation & Compliance| Operational Process Improvement | Quality Assurance | Employee Engagement & Coaching | Strategic Communication & Reporting EDUCATION Our Lady of Fatima University Bachelor of Science in International Tourism Management Major in Travel and Tour Operations Graduated: June 2024 American Hospitality Academy – Online World Campus (Joint Program with Our Lady of Fatima University) Professional Development Diploma in Multicultural Tourism Studies Graduated: August 2024 WORK EXPERIENCE TEAM LEADER Enshored Philippines - December 2025 – Present Lead and supervise a team of 18 content moderators, ensuring adherence to platform policies and operational guidelines. Monitor daily productivity, accuracy, and quality metrics to maintain operational targets. Conduct regular coaching sessions and performance reviews to improve team performance. Manage escalation cases requiring advanced policy interpretation and decision making. Collaborate with Operations and Quality teams to improve moderation workflows. Key Achievements Reduced content review turnaround time by 25% by improving escalation processes and workflow structure. Decreased policy violation errors by 30% through structured coaching and quality review programs. Maintained 95–98% accuracy rates in moderation decisions across the team. HEAD, HUMAN RESOURCES Assumpta Dog & Cat Clinic - July 2024 – December 2025 Managed full-cycle recruitment including candidate sourcing, screening, interviewing and hiring. Implemented onboarding programs and training processes for new employees. Developed and enforced HR policies to ensure organizational compliance and accountability. Facilitated employee engagement programs and leadership workshops. Acted as the primary point of contact for employee concerns, conflict resolution, and HR policy guidance Key Achievements Reduced hiring turnaround time by 20% by streamlining recruitment and onboarding processes. Improved employee engagement through structured communication and HR initiatives. Implemented performance monitoring tools that strengthened employee accountability and productivity. POLICY SPECIALIST (TEAM LEAD) TaskUs - April 2019 – June 2024 Led policy operations across three large-scale social media platform accounts, overseeing moderation teams responsible for policy enforcement, quality assurance, and escalation management. Served as the final escalation authority for complex and high-risk cases, providing expert policy interpretation and resolution guidance. Facilitated policy calibration sessions to ensure consistent interpretation and enforcement of community guidelines across teams. Reviewed and maintained policy documentation and enforcement guidelines to align with evolving platform standards and compliance requirements. Key Achievements Improved policy decision consistency across moderation teams through structured calibration initiatives Recognized as Top Performer for leadership in policy governance and escalation management. CUSTOMER SERVICE / TECHNICAL SUPPORT REPRESENTATIVE SPI Global - June 2018 – January 2019 Delivered billing and technical support for U.S.-based satellite television clients, meeting SLA and quality targets. ACCOUNT MANAGER Teleperformance Philippines - June 2015 – November 2017 Managed customer accounts handled billing inquiries and provided technical assistance for U.S. clients. Maintained top performance ratings in quality assurance and customer satisfaction SKILLS Project Management Public Relations Teamwork Time Management Leadership Effective Communication Critical Thinking Analytical Decision-Making Cross-Functional Collaboration