JHESSICA JOY C.

RAMOS
 Address: 1435 Linear Tower 1 Makati Philippines
 HP: (+63) 908-213-1069 / (02) 397-8168
Email: [email protected]

SUMMARY OF QUALIFICATIONS

- 5+ years human resource administration experience

- 10 years office administration experience
- Excellent in office management and project management skills
- 8+ years experience in BPO Industry as Customer Service
Representative/Telemarketing Agent/Appointment Coordinator
- Versatile with the ability to manage multiple tasks
- Experience with events and advertising marketing strategies
- Comprehensive experiences and skills in the use of the following
system/functionalities: SAP (BusinessOne), Excel, PowerPoint, POS System, ADSL &
CCTV Monitoring and Functionality, E-Point (Accounting System).

Work Experience

GENPACT
HR Administrator
Wood (former Amec Foster Wheeler, UK Account)
July 27, 2016 – May 23, 2019

HR Functional Maintenance (January 9, 2017 – May 23, 2019)

 Responsible for scheduled case indexing.
 SOP writing and updating.
 Creation of Position Numbers in HR Systems.
 Plan, Execute and Monitor Processing on the System.
 Develop and provide standard and ad hoc reports.
 Advise, inform and support our clients as needed.
 Participate in projects, as technical specialist advisor.
 Functional and technical analysis of changes in the application and/or new
functionalities.
 Using HRMS, provide reports and data collection as and when requested;
produce graphs and charts for HR Operations team from various departments
as and when required.
 Participate in implementation of any change/new functionalities in HR
Applications (Workday, MDAX and Others). Test and implement improvements
in cooperation with end users, operations and suppliers.
  Proactive identification of potential issues/incidents.
 Report and Coordinate with other departments/suppliers on system
disruptions up to resolution.
 Participate in training/mentoring of other users on HRIS Systems.
 Other assigned task as required.

HR Admin (July 27, 2016 – January 9, 2017)

 Update employee/personnel information pertinent to payroll setup/creation
(Employee Data Management), remuneration, benefits, separation/exit
process and other employee life cycle changes.
 Serve as 1st Tier support. Prudently responds concern/queries of client’s
employees.
 Responsible for Indexing for UAS Team
 Analyze and evaluate case assignments and properly allocate to the
appropriate tower (Starters, Changes & Leavers).
 Optimize sources to collate valuable information and advices to ensure
establishing appropriate procedures as needed.
 Initiate e-formats to maintain and monitor Indexing report for UAS.
 Comply with the End-of-day report and promptly submit it to the Direct
superior.

Citigroup Business Process Solutions Pte. Ltd. February 2014 – February 2016
Under John Clements - Staff Builders Asia
Recruitment HR Onboarding March 2015 – February 2016
CBPS

 Demonstrate effective verbal communication that is clear, well-organized, and

demonstrate an understanding of candidate needs.

 Make each candidate feel informed, understood, and special through genuine and
positive communication, Effective team player. Contributes valuable ideas and
feedback and can be counted on to meet commitments.

 Ensure a warm, smooth on-boarding process.

 Creates KRI escalations and accuracy reports for HRSS.
 Create CEMP Approval reports
 Maintain 201 files.
 Report initial and final starter readiness reports

 Continuously seek to improve quality of service delivery, taking into consideration

supervisor coaching and customer feedback.

 Other duties as assigned by supervisor

Sourcing Phone Screener Feb 2014 – March 2015 (1 year 1month)
CBPS
 Source qualified applicants through different media references and further
invite them for personal interview and evaluation;
 Monitor and maintain expected outcome statistics of manpower sources
processing to be at par with the company's objectives; Comply with the End-
of-day report and promptly submit it to the Direct superior
 help out facilitate/coaches new phone screeners

Account Manager May 2013 – September 2013 (5 months)

ProV International

• Effectively communicate ProV services to the customers & prospects.

• Coordinate & prepare proposals
• Coordinate to support group any sourcing requirement by MA clients.
• Identify resource requirements, prepare sourcing plans for identified opportunities
and assist support group in preparing the necessary resources.
• Effectively communicate relevant information to all stakeholders.
• Ability to present ProV services to potential customers at every opportunity.
• Manage all customer meetings and conference calls both internal and external
• Manage customer expectations in terms of service delivery
• Working closely with CEO to ensure customer requirements are all met.
• Generate new opportunities by bringing in new customers and finding new
prospects
• Ability to develop, execute and implement an effective sales strategy.
• Coordinate, prepare & develop competitive proposals for identified opportunities.
• Manage the preparation of all necessary documentation or proposals for identified
opportunities.
• Prepare and negotiate project development agreements and other arrangements
with prospective clients and partners
• Managed all matters pertaining to assigned accounts including post-sales activities.

Projects Administrator April 2012 – March 7, 2013

Shop Sales Assistant March-April 2012
Swiss Bake Pte Ltd. Singapore

Job Description as Projects Admin

Internal SAP Function Admin

 Master data administrator

 Maintaining SAP data and back end reports from purchasing department to
accounting department up until the outside operations.
 Documents the settings for proper customizing the respective business area
and making sure the system reacts in the manner according to the
constraints of the requested use case.
(Retail Ordering System) – Assigned project:

 Serve as 1st tier support for Retail Ordering System concerns

 Stay current with system information, changes and updates
 Properly organizing the master data and settings on the back end.
 Continuously testing and checking through the various analysis reports on
the back end
 Responsible for following-up on the “Free Format Orders” functionality, and
integration of our website orders.
 Responsible for creating, amending, activating and deactivating the following
on the back end system:

- staff access on the system

- new items and out of stock items
- access for newly opened outlets

 Daily monitor and follow up the Variance Report of Goods Ordered vs. Goods
Received (accounting reports)

Standard Operating Procedures for Retail Operations:

 Update and re-compile all the relevant existing SOPs for café and retail
operations by coordinating with the Operations Manager and Retail Manager
 Organize and standardize the other procedures not currently documented by
coordinating with the Operations Manager and Retail Manager

Point of Sale System:

 Back-up person of Operations Manager for the POS system (create items,
update price list, etc)
 Support for standardizing the operations of the company’s POS system

Upcoming Projects:

 Set to be involved with upcoming projects implementation.

Additional Tasks:

 Accounts department support

- Daily Download/ Check bank Statements
- Daily check whether sales are uploaded to the E-point back end
- Daily control documents from the outlets to headquarters (Invoices &
Dos, Gift vouchers, Z-Reading, bank slips, etc.)
  Daily run excel file of “Order Summary Reports for Production” from Retail
Ordering System
 Respond with 1st hand troubleshoot assistance with the retails’ and cafes’
phone line, ADSL and CCTV issues
 Redirect problems to proper resource
 Provide the monitoring forms and checklist forms requested by shop
supervisors and managers

Appointment Coordinator
EXL Service Philippines Inc
Travelers Premium Audit Department
June 14, 2010 – January 30, 2012 (1 Year 6 months)

 Schedule appointment with Business Insurance Premium Holders for the 6-7
American Based Auditors as part of the annual contract requisites ;
 Monitor statistical requirement regarding the quantity of confirmed
appointment set and ensure that both parties are well informed Coordinate
and establish outstanding rapport between the Auditors' Clients and auditors
themselves Meet and Exceed Company's Matrixes

Customer Service Officer

Teleserv, Inc. (Touch Mobile Account)
December 2009 – February 2010 (3 Months)
 Accept incoming calls from prepaid subscribers when they have basic
inquiries and when problems were incurred with their signal connections, top-
ups, promotions and all other phone prepaid services.
 Handle general queries about the Touch Mobile Services and provide quality
customer service to the subscribers.

Tech Support
Teletech-MOA
June 2009 – August 2009 (2 Months)
• Provide answers to clients by identifying their problems, researching their
answers and guiding them through corrective steps.
• Improve system performance by identifying problems, recommending
changes.
• Working with field engineers to visit customers if the problem is more serious.
• Utilize computer technology to handle high call volume
• Logging and keeping records of customer queries.
• Analyzing calls logs so you can spot common trends and underlying
problems.
• Compile reports on overall customer satisfaction.

Series 7 Trainee
Access Worldwide (AWWC) Philippines
February 2009 – March 2009 (1 Month)
Customer Service Representative
ICT Group, Inc.
Washington Mutual/ Citi bank Acquisition (US Base)
February 2008 – February 2009 (1 Year)

 Presidential Awardee (May 2008)

 Inbound and outbound full quality customer service provider of telephone
banking for customers which includes; banking transaction inquiries, funds
transfer, check request, closing and opening of accounts etc.
 Diagnose and resolve banking issues, identify and escalate problems to
appropriate dept. Promoting and upselling credit cards and other promotion
offers.

Administrative Assistant
Tiffany stained Glass and Aluminum Co.
April 2005 –January 2008 (2 Years 9 Months)

 Directly report to the Head Administrator for all office management

instructions.
 Directly under the supervision of the Admin Executive as regard to the
administrative and operational functions such as Office Organization, filing,
encoding, liaising, banking, and other ad hoc tasks

Eligibility
Career Service Examination – Professional
Date of Examination: October 28, 2007 – Passed
Philippine Civil Service Commission

Training and Certificates

 Lean Ace Awardee (1 Star)
 Green Belt Curriculum (trained)
 Yellow Belt Curriculum (trained)
 400 Quality Lean Problem Solver Training
 Lean Digital Aware 2.0
 Process Excellence Training
 Online Basic Lean Training for Lean Thinkers
 Phishing Awareness Refresher Training
Educational Attainment

Masters in Management (6 units)

Asia Pacific College
Degree
Bachelor of Science in Business Administration Major in Marketing
Universidad de Manila 2003-2007

Secondary
Manila High School 1999-2003

Primary
Justo Lukban Elementary School 1992-1999

School Organizations

Business and Public Administration Student Council

VP-Internal 2004-2005
Junior PRO 2003-2004

Bible Reader’s Society

Member 2003-2007

UNESCO Club-CCM
Board Member 2004-2005
Member 2003-2006

Junior Graft watch Unit

Board Member 2004-2005
Member 2003-2006

Personal Details

Birth Date : December 20, 1986

Civil Status : Married
Citizenship : Filipino
Sex : Female