Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Personal Information
Timeline
Generic

GIRLIE ELARDO

Paranaque

Summary

Rock star employee with 9 years of experience in the Business Process Outsourcing Industry, working in high-pressure account management environments. Recognized as an exceptional Executive Assistant, highly esteemed by superiors for exemplary performance. An adept presenter, communicator, and problem solver used to deal with diverse audience and achieving the best results.

Overview

10
10
years of professional experience
1
1
Certification

Work History

EXECUTIVE ASSISTANT

THE SPENCER AGENCY
06.2022 - 03.2024
  • The Spencer Agency, part of Symmetry Financial Group, is owned and run by couple from South Carolina
  • The agency offers wide range of insurance options from top providers across US (excluding New York), focusing on simplicity, professionalism, and personalized service to meet clients' needs and ensure their peace of mind and financial security
  • Responsible in managing admins and recruiter with aim of providing professional and personal mentoring, guidance and coaching to ensure smooth process across agency
  • Tracker Creation and Maintenance: Develops and maintains organized trackers to streamline agency operations, facilitating efficient management of tasks and responsibilities
  • Additionally, implements guidelines and protocols for administrative staff and team members to ensure consistency and adherence to established rules
  • Managed agency owner's schedule and ensures confirmation of appointments
  • Client Management: Engaged with insurance clients, kept them informed about their policy status and any pending requirements necessary for policy issuance, provided timely payment reminders to clients with lapsed policies, ensuring continuity of coverage and peace of mind
  • Held responsibility of accurately inputting insurance sales data into the system, meticulously attending to each detail to ensure precision and completeness
  • Was responsible with managing payment of business bills and chargebacks received from insurance carriers
  • Served as primary point of contact for hired agents regarding any onboarding inquiries or concerns.

RECRUITMENT SENIOR TEAM MANAGER

PSG GLOBAL SOLUTIONS
04.2021 - 06.2022
  • PSG Global Solutions is world’s largest and fastest growing provider of outsourced recruiting support to US staffing industry
  • Recruitment Strategy: Develop and execute recruitment strategies aligned with the organization's goals and staffing requirements
  • This involves understanding workforce planning needs, identifying talent gaps, and creating targeted recruitment plans to attract qualified candidates
  • Sourcing and Talent Acquisition: Utilize various sourcing channels such as job boards, social media, networking events, and employee referrals to identify and attract potential candidates
  • Implement innovative sourcing techniques to reach passive candidates and build a talent pipeline for current and future needs
  • Candidate Screening and Evaluation: Review resumes, conduct initial screenings, and assess candidates' qualifications, skills, and cultural fit through interviews, assessments, and reference checks
  • Ensure a positive candidate experience by providing timely communication and feedback throughout the hiring process
  • Interview Coordination: Coordinate and schedule interviews between candidates and hiring managers, ensuring a smooth and efficient interview process
  • Provide guidance and training to interviewers on effective interviewing techniques and best practices
  • Offer Management and Negotiation: Facilitate job offers, negotiate compensation packages, and address any concerns or questions from candidates
  • Collaborate with hiring managers and HR to ensure that offers are competitive, fair, and compliant with company policies and legal requirements
  • Onboarding Support: Partner with HR and hiring managers to facilitate a seamless onboarding process for new hires, ensuring that they have the necessary information, resources, and support to integrate into the organization successfully
  • Provide guidance and support to hiring managers on onboarding best practices
  • Recruitment Metrics and Reporting: Track and analyze recruitment data, including time-to-fill, cost-per-hire, source effectiveness, and retention rates
  • Use insights from data analysis to optimize recruitment strategies, improve efficiency, and make data-driven decisions
  • Continuous Improvement: Continuously evaluate and enhance recruitment processes, tools, and technologies to improve efficiency, effectiveness, and candidate experience
  • Stay abreast of industry trends, best practices, and emerging recruitment technologies to remain competitive in talent acquisition.

OPERATIONS MANAGER

WALMART | CONCENTRIX PHILIPPINES
11.2018 - 04.2021
  • Team Management: Overseeing and managing a team of call center representatives, including recruitment, training, performance evaluation, and motivation to ensure high levels of productivity and customer satisfaction
  • Workflow Optimization: Designing and implementing workflow processes to maximize efficiency and minimize wait times for customers, including call routing, escalation procedures, and workload balancing
  • Quality Assurance: Developing and implementing quality assurance processes to ensure that customer interactions meet company standards for professionalism, accuracy, and customer service excellence
  • This may involve monitoring calls, providing feedback, and conducting coaching sessions with agents
  • Performance Monitoring and Reporting: Tracking and analyzing key performance metrics such as call volume, average handle time, first call resolution, and customer satisfaction scores
  • Using this data to identify trends, areas for improvement, and opportunities to optimize resources
  • Resource Management: Managing resources such as staffing levels, equipment, and technology to meet service level agreements (SLAs) and customer demand
  • This includes forecasting call volumes, scheduling staff appropriately, and ensuring that technology systems are operational and up to date
  • Training and Development: Providing ongoing training and development opportunities for call center staff to enhance their skills, product knowledge, and customer service capabilities
  • This may include coaching sessions, role-playing exercises, and participation in training programs or workshops
  • Crisis Management: Developing contingency plans and protocols for handling emergency situations, such as system outages, natural disasters, or other disruptions to call center operations
  • Ensuring that staff are trained and equipped to respond effectively in high-pressure scenarios.

TEAM LEADER

DISH CSC | CONVERGYS PHILIPPINES
01.2016 - 11.2018
  • Supervised new agents and provided constructive criticisms to increase proficiency in performance
  • Conducted performance reviews of agents and gave one-on-one coaching for improved productivity and performance
  • Resolved and de-escalated customer complaints by solving issues quickly achieving high level of customer satisfaction
  • Audited call practices to ensure accuracy, compliance, and without evidence of fraud
  • Evaluated trainees’ performance through mock calls and determine fitness for operations
  • Managed on-site staffs and developed, implemented, and monitored agents to maximize customer service
  • Team Leader for more than 190 agents with the objective of providing daily assistance to the company’s customer service department in a work-from-home setup
  • Coached direct reports to ensure that service level agreements were met
  • Identified areas of improvement and implemented key initiatives
  • Ensures agents meet the 0-30 days tollgate process before hand-off.

CUSTOMER SERVICE REPRESENTATIVE

DISH LOYALTY | CONVERGYS PHILIPPINES
04.2014 - 01.2016
  • Respond to customer inquiries and provide strategic support for their concern
  • Effectively resolves customer concerns and issues
  • Follows guidelines and ensure adherence to policies as set by the company
  • Informs customers about other available services based on customer needs.

Education

Bachelor's - BACHELOR OF ARTS IN PSYCHOLOGY

Arellano University
06.2022

Associate - ASSOCIATE OF APPLIED SCIENCE IN PRACTICAL NURSING

Lifeline International Health Institute
08.2012

Skills

  • Executive Support
  • Administrative Support
  • Strong Problem Solver
  • Meticulous attention to detail
  • Professional and mature
  • Excel spreadsheets
  • Project Management
  • Phone Etiquette
  • Team Leadership
  • Decision-Making

Certification

Leadership Culture Training; Transformative Mindset Series, 2021

Accomplishments

  • TOP CLUSTER FEB 2021 WALMART
  • UPPER QUARTILE CLUSTER FOR THE PEAK SEASON NOV 2020 – JAN 2021
  • TOP TEAM LEADER 201G Overall Quarter 2 Walmart
  • TOP GLOBAL EXPERT OF THE YEAR 2018 Dish
  • OVERALL TOP PERFORMER AWARDEE 2017 Covergys Mall of Asia – Dish
  • CONSISTENT DIRECTOR’S CLUB QUARTERLY AWARDEE 2015 – 2018 Dish

Personal Information

  • Date of Birth: 06/21/94
  • Nationality: Filipino
  • Marital Status: Married

Timeline

EXECUTIVE ASSISTANT

THE SPENCER AGENCY
06.2022 - 03.2024

RECRUITMENT SENIOR TEAM MANAGER

PSG GLOBAL SOLUTIONS
04.2021 - 06.2022

OPERATIONS MANAGER

WALMART | CONCENTRIX PHILIPPINES
11.2018 - 04.2021

TEAM LEADER

DISH CSC | CONVERGYS PHILIPPINES
01.2016 - 11.2018

CUSTOMER SERVICE REPRESENTATIVE

DISH LOYALTY | CONVERGYS PHILIPPINES
04.2014 - 01.2016

Bachelor's - BACHELOR OF ARTS IN PSYCHOLOGY

Arellano University

Associate - ASSOCIATE OF APPLIED SCIENCE IN PRACTICAL NURSING

Lifeline International Health Institute

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