Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Conferences and Courses
References
Timeline
Generic

Mhary Grace T. Williams

Webster,MA

Summary

Experienced, adaptable, proactive, versatile, results-oriented, and driven professional with a strong background in the human resources and BPO industry, with a strong problem-solving abilities, along with a proven track record of fostering a strong relationships with clients and team members. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals, and delivering exceptional service, leveraging analytical thinking and creativity to solve problems, and deliver high-impact solutions in fast-paced environments. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Technician

IPG Photonics Corporation
Oxford, Massachusetts
07.2021 - Current
  • Streamlined workflow by operating and maintaining diverse equipment.
  • Performed routine inspections to verify equipment functionality and compliance with safety standards.
  • Collaborated with team members to troubleshoot technical issues for swift resolution.
  • Established best practices for equipment operation and maintenance procedures.
  • Trained new technicians on operational protocols and safety measures.
  • Maintained comprehensive documentation of maintenance activities while reporting issues to management.
  • Managed inventory of tools and supplies, improving daily operational efficiency.
  • Ensured strict adherence to safety regulations, promoting a secure working environment.

Preschool Teacher Leader

Sunrise Preschool
Casa Grande, Arizona
03.2021 - 06.2021
  • Created and implemented lesson plans that engage young learners while meeting educational objectives.
  • Led classroom activities that promote early childhood learning and development effectively.
  • Organized resources like books and art supplies to enhance preschoolers' learning experiences.
  • Monitored individual child progress, documenting observations in personalized portfolios.
  • Collaborated with colleagues on innovative classroom projects and monthly themes.
  • Encouraged creativity through storytelling sessions, arts, crafts, and music integration into lessons.
  • Established safe indoor and outdoor play environments conducive to toddler exploration.
  • Engaged with children individually to build trust and positive relationships throughout the school year.

Paraprofessional

Grande Innovation Academy
Casa Grande, Arizona
04.2020 - 03.2021
  • Promoted student engagement by assisting teachers with effective classroom management practices.
  • Conducted reading and math interventions under supervision of certified educators.
  • Created individualized learning experiences by adapting materials for diverse needs.
  • Monitored student performance, offering feedback to enhance academic growth.
  • Organized projects and enrichment activities to support holistic student development.
  • Collaborated with special education staff on Individualized Education Plans implementation.
  • Utilized positive reinforcement techniques to foster a constructive learning atmosphere.
  • Participated in parent-teacher conferences discussing student progress and challenges.

Warehouse Worker

Walmart Distribution Center
Arizona City, Arizona
06.2020 - 08.2020
  • Ensured safety protocols were consistently followed while operating machinery.
  • Maintained cleanliness of workstations and pallet areas to foster safe environment.
  • Operated forklifts and pallet jacks for efficient material transport within warehouse.
  • Packaged items using protective materials, guaranteeing product integrity during shipment.
  • Reviewed work orders prior to execution to determine required materials and meet deadlines.
  • Logged daily activities meticulously to maintain operational accuracy.
  • Organized warehouse layout for effective product storage and retrieval processes.
  • Staged and sorted various products for loading, improving workflow efficiency.

Packer

Tractor Supply Distribution Center
Arizona City, Arizona
03.2020 - 06.2020
  • Achieved timely product shipments by efficiently managing packaging processes.
  • Inspected all items for defects before packaging to uphold quality standards.
  • Operated various machinery for wrapping, boxing, and labeling tasks effectively.
  • Collaborated with colleagues for improved workflow coordination in the warehouse environment.
  • Monitored inventory of packing materials, notifying management when supplies needed replenishment.
  • Trained new staff on warehouse procedures, focusing on safety and efficiency.
  • Conducted routine maintenance on packing equipment to minimize downtime.
  • Ensured compliance with environmental policies by using eco-friendly packaging materials.

HR Recruiter

Anderson Group Philippines BPO, Inc.
Mandaluyong City, Metro Manila, Philippines
04.2017 - 02.2018
  • Streamlined recruitment by implementing effective strategies for job postings, interviews, and evaluations.
  • Led onboarding initiatives through comprehensive training sessions for new hires and current staff.
  • Administered employee benefits while resolving inquiries and maintaining regulatory compliance.
  • Worked with management to design HR policies aligned with company goals and legal frameworks.
  • Performed scheduled performance evaluations to support a culture of continuous feedback.
  • Cultivated workplace culture through employee engagement programs and team-building events.
  • Supported vendor contract negotiations to improve service quality and reduce costs.
  • Upheld accuracy of employee records in line with legal standards and organizational policies.

BPO Recruiter

Anderson Group Philippines
Mandaluyong City, Metro Manila, Philippines
07.2016 - 03.2017
  • Executed candidate screenings to efficiently identify qualified applicants for multiple roles.
  • Orchestrated interviews between candidates and hiring managers to optimize selection process.
  • Crafted compelling job descriptions to draw suitable candidates for open positions.
  • Employed applicant tracking systems to organize candidate data and streamline operations.
  • Nurtured relationships with potential candidates through proactive communication efforts.
  • Facilitated onboarding processes by coordinating orientation sessions and developing training resources.
  • Compiled reports on recruitment metrics for strategic management insights.
  • Collaborated with external recruiters to enhance talent acquisition strategies.

Call Center Trainer

Thaumazo Solutions (Teksquad Institute of Malolos)
Malolos City, Bulacan, Philippines
04.2015 - 08.2015
  • Developed comprehensive materials for training call center representatives and evaluating program effectiveness.
  • Facilitated interactive sessions to teach advanced customer service techniques and skills.
  • Evaluated trainee performance using assessments and feedback, enhancing learning outcomes.
  • Collaborated with management to identify skill gaps and address training needs.
  • Utilized call monitoring tools for continuous improvement of training methods.
  • Delivered ongoing coaching to elevate agent skills and boost confidence.
  • Created tailored programs based on evaluations and employee feedback.
  • Coordinated recruitment and placement of training program participants.

Call Center Agent, Inbound Sales

Brady
Mandaluyong City, Metro Manila, Philippines
08.2014 - 07.2015
  • Engaged actively with customers during calls, addressing inquiries and providing product recommendations.
  • Maintained accurate records of all customer interactions in CRM databases.
  • Resolved inquiries and complaints efficiently, ensuring positive customer experiences.
  • Educated customers on product features and benefits to facilitate informed decisions.
  • Utilized upselling techniques effectively during calls to boost sales figures.
  • Analyzed feedback data to identify opportunities for process enhancements.
  • Achieved productivity goals by managing inquiries and transactions effectively.
  • Handled escalated concerns professionally, preserving long-term business relationships.

Call Center Representative

Accenture
Mandaluyong City, Metro Manila
08.2013 - 08.2014
  • Handled high-volume incoming calls while providing exceptional service to patients and families.
  • Coordinated patient registration, verifying required documentation for seamless processing.
  • Updated patient files according to company policy, ensuring data accuracy.
  • Facilitated appointment scheduling using electronic health records systems to optimize efficiency.
  • Collaborated with insurance companies to address billing discrepancies and pre-certification issues.
  • Generated monthly performance reports based on customer feedback surveys for management review.
  • Guided patients through completion of consent forms, enhancing overall experience.
  • Participated in internal meetings to discuss customer service initiatives and improvements.

Call Center Agent, Inbound Sales

24/7 Customer
Makati City, Metro Manila, Philippines
04.2010 - 08.2013
  • Engaged with callers to confirm information and address inquiries about products and services.
  • Resolved customer complaints effectively, ensuring satisfaction and long-term loyalty.
  • Educated customers on product usage, driving informed purchasing decisions.
  • Maintained strong call control while navigating computer systems for accurate responses.
  • Identified opportunities for process improvements based on customer feedback analysis.
  • Kept detailed records of all interactions in CRM system for quality assurance purposes.
  • Exceeded performance benchmarks related to call speed, accuracy, and volume consistently.
  • Generated leads through cold calling, achieving sales targets and expanding client base.

Call Center Representative

Convergys
Makati City, Metro Manila Philippines
06.2007 - 07.2010
  • Answered incoming calls promptly, providing knowledgeable service on various inquiries.
  • Documented customer interactions accurately within ticketing systems.
  • Engaged actively with callers, addressing concerns and offering solutions.
  • Identified opportunities for upselling additional products or services.
  • Processed orders and requests efficiently, ensuring accurate billing information.
  • Monitored call queues to prioritize urgent customer needs effectively.
  • Participated in daily huddles to align team goals and objectives.
  • Provided management with insights on common customer trends.

Education

Bachelor of Science - Bachelor of Science in Psychology

La Consolacion University Philippines
Philippines
05-2017

Bachelor of Science - Bachelor of Science in Nursing

Perpetual Help College of Manila
Philippines
03-2007

Skills

  • Candidate screening
  • Interview coordination
  • Recruiting and sourcing
  • Onboarding coordination
  • Technical support skills
  • Call center management
  • Client service excellence
  • Communication effectiveness
  • Development training programs
  • Workflow enhancement strategies
  • Documentation oversight
  • Recruitment methodologies
  • Instructional design skills
  • Teamwork and collaboration
  • Active listening abilities
  • Problem resolution techniques
  • Accuracy in data entry
  • Quality assurance practices
  • Appointment coordination
  • Monitoring performance

Affiliations

  • Former Voice Coach
  • Former Music Team Leader
  • Musician
  • Church Volunteer

Accomplishments

  • Certificate of Recognition 2nd Place for Singing competition at La Consolacion University Philippines
  • Former Member of The University of Santo Tomas Singers
  • A member of Tatsulok - Filipino Psychology Student Alliance

Certification

  • College Diploma for BS Nursing (2007)
  • College Diploma for BS Psychology (2017)

Languages

Tagalog (Philippines)
Native/ Bilingual
English
Full Professional

Conferences and Courses

Certificate of Attendance  from Dr. Ranier B. Umali 

JVRB Seminar Services & Tamang Isip Mental Health Center

May 2017

Forensic Psychiatry:

  • Inside and Outside of the Healthcare Setting
  • Management of Mental Health Illnesses
  • Assessment of Common and Uncommon Mental Health Illnesses

Certificate of Attendance from Geraldine Josefina L. Sayo, M.D. 

Psychology Coordinator of Sultan Review Group

(March 2017)

  • Personality Disorders: At A Glance
  • Recognition and Management of Teenage Depression

Gestalt Saturday Club
Life Change Recovery Center

February 2017

  • Gestalt-Ericksonian-Existential-Transpersonal Orientation

References

References available upon request.

Timeline

Technician

IPG Photonics Corporation
07.2021 - Current

Preschool Teacher Leader

Sunrise Preschool
03.2021 - 06.2021

Warehouse Worker

Walmart Distribution Center
06.2020 - 08.2020

Paraprofessional

Grande Innovation Academy
04.2020 - 03.2021

Packer

Tractor Supply Distribution Center
03.2020 - 06.2020

HR Recruiter

Anderson Group Philippines BPO, Inc.
04.2017 - 02.2018

BPO Recruiter

Anderson Group Philippines
07.2016 - 03.2017

Call Center Trainer

Thaumazo Solutions (Teksquad Institute of Malolos)
04.2015 - 08.2015

Call Center Agent, Inbound Sales

Brady
08.2014 - 07.2015

Call Center Representative

Accenture
08.2013 - 08.2014

Call Center Agent, Inbound Sales

24/7 Customer
04.2010 - 08.2013

Call Center Representative

Convergys
06.2007 - 07.2010

Bachelor of Science - Bachelor of Science in Psychology

La Consolacion University Philippines

Bachelor of Science - Bachelor of Science in Nursing

Perpetual Help College of Manila

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