DIANA CHRIS MANLANGIT-VELASCO

• Project Management (transitioning Call Centers)
• Play the following roles based on four work streams as assigned and on a given timeline:

1. Enable People- collaborate with Recruitment in fulfilling the required FTE headcount (resources)

2. Technology Work and Environment- work on procurement of the project's required technology requirements

3. Knowledge Transfer-work with the training team in the planning and execution of the training timeline for the said project

4. PMO (Project Management Officer)-work on the documentation of each workstream

• Manage risks, actions, issues, decisions captured during the transition phase

• GENERAL TASKS OF A TEAM LEAD:

- supervising agents under your bucket : attendance monitoring, coaching, floor walking, etc.

- complying to weekly and monthly deliverables of the account: QA evaluations, performance coaching, etc.

- attend weekly operations meeting and call calibrations

* Accounts: (FEBRUARY 2010-JUNE 2013:CITI FEW)

(JULY 1013-PRESENT:COMCAST SIK)

• Agent (Account: WAMU and CHASE)

• Attendance monitoring, recruitment, HR documentary tasks, conducts New Joiners' orientation, initiate employee engagement activities

• Agent (Account: Credit Line Gold Card and Federal association of Financial Services)

• Provides assistance for the recruitment function, maintaining HRIS (Human Resource Information System), initiate employee engagement, compensation and benefits program, payroll, etc.

• (exposure to HR roles in a school setting)

• ( exposure to HR roles in a company setting)