Mahdel D. Gayares

Contact- www.linkedin.com/in/mahdelgayares- (LinkedIn) Top Skills Call Center Training Call Centers Mahdel Gayares Human Resource Business Partner - Site Lead at ARB Call Facilities Philippines Experience ARB Call Facilities Inc Human Resources Business Partner November 2019 - Present (2 years 7 months) Bacolod, Philippines Transcom 2 years 6 months HRBP Specialist March 2019 - November 2019 (9 months) Araneta Highway, Brgy. Tangub Bacolod City • Support the development and continuous improvement of HR systems and policies in line with best practice • Drive and deliver HR initiatives to support business needs, such as talent development, employee engagement, management development, and organisational change • Work in partnership with the operational management teams to identify opportunities and areas of improvement to support improved organisational and people performance in line with business needs • Guide and coach supervisors and managers on employee relations and HR issues in line with Company policies and best practice, including disciplinary, grievance, performance, redundancy and absence management • Support other roles within the HR team as required with other projects and operational issues, e.g. recruitment, payroll. • Act as the first point of contact in Human Resources for any employee relations issues, including grievances and disciplinary issues, involving employees between entry level and Supervisor. • Manages disciplinary cases involving employees between entry level and Supervisor. • Support, develop and coach people managers to manage employee relations issues using company policies, procedures and best practice, ideally resolving issues where possible informally. • Partners with the Legal team in the resolution of external labor cases and coordinates with other HR functional areas, as needed Page 1 of 4 Sourcing Specialist -Academe June 2017 - November 2019 (2 years 6 months) Region VI - Western Visayas, Philippines Focus Direct Inc. 5 years 4 months Product Trainer January 2012 - September 2016 (4 years 9 months) Handles product training for sales, customer service, billing and retention accounts Assistant tech trainer for a software and hardware account Facilitates meetings and conference calls with the clients Reports individuals' progress and identifies additional training needs. Develops, implements and modifies training materials Teaching phone communication skills Designing tests to evaluate agents performance Diverse assignments Quality Assurance Specialist August 2011 - December 2011 (5 months) Bacolod City Monitors, evaluates, and provides feedback on the quality of telephone interactions with current and prospective students performed by call center staff Reviews recorded calls to assess whether quality standards for business unit expectations, customer experience and compliance requirements are met or exceeded Provides clear and effective coaching feedback including suggested scripting examples to help improve performance Ability to learn, fully understand, and retain campaign procedures Answers and clarifies questions regarding procedures for all campaigns Provides information to Internal Audit upon request Maintains confidentiality of information regarding individual performance Perform other duties as assigned CSR June 2011 - August 2011 (3 months) Bacolod City Customer service; Order Taking; Cater Billing Concerns; Retention Transcom Asia Page 2 of 4 CSR November 2010 - May 2011 (7 months) Tangub Bacolod City Campaigns: 1. Sears account (voice) 2. Comcast DTA Order Entry Chat Support Determines requirements by working with customers. Answers inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. Fulfills requests by clarifying desired information; completing transactions Sells additional services by recognizing opportunities to up-sell accounts; explaining new features. Maintains call center database by entering information. Keeps equipment operational by following established procedures; reporting malfunctions. UNO-R High School High School PE, MUSIC and ART Teacher June 2010 - October 2010 (5 months) Lizares St. Bacolod City Organize art work games and challenges that promote physical and artistics activity to high school students Communicate and demonstrate all physical, musical and art activities Observe all students and maintain discipline within the class Trainer of various dance, coach of NOPSSCEA Folkdance Champion Secondary Level. Convergys Philippines CSR Chat Support Convergys Philippines February 2010 - June 2010 (5 months) Mandalagan St. Bacolod City Handling Comcast ECARE CHSI, CDV, Billing Chat, a chat account that caters Comcast costumers. Does troubleshooting steps to both internet and phone, resets password account, creates ticket, billing, etc Bacolod Tay Tung High School Physical Education, Health, Music and Arts Teacher June 2006 - March 2010 (3 years 10 months) Page 3 of 4 Bacolod City - Teaching: Arts from ( Grade 3 upto 6 ) - Physical Education ( Grade 1 upto 6 ) - Music (Grade 3 to 6 ) - Handling Field Demonstrations - Choreographer/ Trainer of various dances - Conducting Summer Dance Workshops for the kids. Education University of Negros Occidental - Recoletos BSED PEHM Major , Bachelor of Science in Edication · (2000 - 2004) Page 4 of 4