ROCA SUKI PALANCA
Imus,Philippines
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
19
19
years of professional experience
Work History
Team Leader – HRO Comprehensive Services Payroll
ADP Philippines
09.2021 - Current
- Oversees the day-to-day activities of associates and achievement of established associate and client service level metrics
- Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities
- Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement
- Achieves objectives for associate engagement and turnover
- Collaborate with other internal departments to ensure service objectives are met
- Identifies areas in need of process improvement and solicits feedback from associates on service improvements
- Creates a high-performance team environment that supports/reinforces associate development and retention
- Provides periodic performance feedback and conducts annual performance reviews
- Responsible for recruitment, selection, hiring, compensation management, and performance management of the staff
- Assists in determining the team's training requirements
- Ensure timely and effective training is delivered to enhance skills of the team.
Canada Outbound Loyalty - Escalation Specialist
ADP Philippines
01.2019 - 08.2021
- Manage client escalation endorsed by Sales – dispatch to the designated team for resolution, track, follow-up and provide feedback to sales
- Conduct welcome call to New payroll practitioners to offer key support information and begin with client relationship with positive impression
- Pro-actively calls all clients whose survey response is deemed critical by ADP standards and to send to the designated team if there are issues client is experiencing
- Manual review of clients to identify reason for missed payroll
- Prepares monthly statistical reports and insights which incorporate information regarding quality of survey scores, business retention and common reasons for escalation and communicate this to business segment management.
NAS Talent Recruiting Management -Senior Analyst
ADP Philippines
03.2014 - 01.2019
- Provide technical assistance to assigned client base regarding product capabilities (applicant tracking system)
- Performs routine research, issue resolution and effectively responds to client questions and concerns relating to ADP Products and Services
- Taking into account the client’s level of product expertise and adjusts how service is delivered to ensure client satisfaction
- May perform special projects as determined necessary by Client Services management
- Estimates time and cost of project and communicates this and expected timeframes to the client
- Follows standard process for obtaining proper client approvals.
Global Quote Transaction Representative
Convergys Philippines
02.2012 - 10.2013
- Perform global quoting requests of clients
- Meet partners’ requirements in a timely fashion
- Perform tasks that are not always clearly defined yet are part of a regular workflow
- Confirm partners’ understanding of the solution and provide additional customer education as needed
- Utilize standard procedures when dealing with cases or performing research; may need to use judgment to select from a variety of pre-determined options to resolve cases.
Senior Account Manager/ Senior Collection Care Representative
Convergys Philippines
07.2010 - 02.2012
- Subject Matter Expert (SME) - go to person for product specific questions from new hires and taking leadership responsibilities in the absence of the team leader and/or if it is needed- from new hire training, escalation, coaching, call calibration, etc.
Account Manager/ Collection Care Representative
Convergys Philippines
06.2008 - 06.2010
- Receive inbound and outbound calls from customers and service their needs effectively and efficiently
- To offer payments programs and solve customer problems.
Senior Customer Service Representative
Teleperformance
11.2007 - 05.2008
- Subject Matter Expert (SME)- go to person for product specific questions from new hires and taking leadership responsibilities in the absence of the team leader and/or if it is needed- from new hire training, escalation, coaching, call calibration, mentoring, etc.
Customer Service Representative
Teleperformance
09.2004 - 10.2007
- Provides support for customer, facing challenges with the product and services.
Education
Bachelor of Science Degree in Business Administration, Major in Marketing -
De La Salle University-Dasmariñas
01.2004
High School Diploma -
Imus Institute
Imus, Cavite01.1999
Skills
- Trustworthy
- Positive Attitude
- Being open in receiving feedback
- Strong customer service skills
- Flexibility
- Reliability
- Effective communication skills to politely relate to clients
- Demonstrates ability to work in a team environment
- Ability to work under pressure with time constraints
Accomplishments
- Q3 Awardee for Fiscal 2021 for Canada Loyalty Outbound Team (Top Performer)
- Peer Choice- May 2021
- Most Consistent Associate for Canada Loyalty Outbound Team – Dec 2020
- Part of Emerging Leaders Program (ELP) Cohort 6
- Service Excellence Awardee for ADP Nationals for Fiscal 2018
- Legend Awardee during ADP Family day 2016
- Certificate of completion for Franklin Covey The 7 Habits of the Highly Effective People 3-day Training – July 2015
Character References Available
True
Birthday
01/06/1983
Height
5’5”
Weight
140 lbs.
Personal Information
- Age: 41 yrs. Old
- Religion: Roman Catholic
Timeline
Team Leader – HRO Comprehensive Services Payroll
ADP Philippines
09.2021 - Current
Canada Outbound Loyalty - Escalation Specialist
ADP Philippines
01.2019 - 08.2021
NAS Talent Recruiting Management -Senior Analyst
ADP Philippines
03.2014 - 01.2019
Global Quote Transaction Representative
Convergys Philippines
02.2012 - 10.2013
Senior Account Manager/ Senior Collection Care Representative
Convergys Philippines
07.2010 - 02.2012
Account Manager/ Collection Care Representative
Convergys Philippines
06.2008 - 06.2010
Senior Customer Service Representative
Teleperformance
11.2007 - 05.2008
Customer Service Representative
Teleperformance
09.2004 - 10.2007
Bachelor of Science Degree in Business Administration, Major in Marketing -
De La Salle University-Dasmariñas
High School Diploma -
Imus Institute
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