Julie Ann Angeles

Key Responsibilities:

• Office Operations Management: Efficiently manage day-to-day office operations, ensuring a smooth workflow and maintaining a positive, organized work environment.
• Administrative Support: Provide comprehensive administrative support to management, including calendar management, scheduling meetings, and preparing reports and presentations.
• Document & Records Management: Oversee filing systems and manage confidential files, ensuring easy access and compliance with internal procedures and company requirements.
• Customer Service & Communication: Serve as the primary point of contact for visitors, clients, and vendors, handling inquiries and ensuring a professional and welcoming environment.
• Meeting Coordination: Organize and facilitate internal and external meetings, including logistics such as room setup, catering, and preparation of materials.
• Inventory & Supply Management: Monitor office supplies inventory, place orders, and manage vendor relationships to ensure timely delivery and cost efficiency.
• Data Entry & Reporting: Perform accurate data entry into internal systems, prepare reports, and maintain up-to-date records for management review.

Achievements:

• Streamlined office supply ordering process by maintaining a schedule of inventory review and purchase ensuring stock levels are maintained for operational efficiency.
• Improved document management system by creating a digital tracking and dashboard, reducing file retrieval time by 90% and ensuring easier access to key records.

Key Responsibilities:

• HR Strategy Development: Collaborate with executive leadership to design and implement training and development strategies aligned with business goals, improving employee engagement and retention.
• Training and Development: Design and deliver training programs to improve employee skills, leadership capabilities, and organizational performance.
• Employee Relations & Conflict Resolution: Provide expert guidance on employee relations issues, resolve conflicts, and ensure compliance with labor laws and company policies.
• Performance Management: Advise organizations on the development and implementation of performance management systems, including employee evaluations, feedback systems, and career development plans.

Achievements:

• Developed a performance management system that increased employee engagement and improved alignment with business objectives.

Key Responsibilities:

• Email Support Management: Provide high-quality email support, ensuring timely and professional responses to customer inquiries and issues.
• Customer Issue Resolution: Address and resolve customer complaints and questions via email, achieving a high customer satisfaction rate by ensuring accurate and effective solutions.
• Product/Service Knowledge: Maintain up-to-date knowledge of client products and services to provide accurate information and guidance to customers.
• Ticketing System Management: Utilize ticketing systems (Freshdesk) to manage and track customer support inquiries, ensuring timely follow-up and resolution.
• Technical Support: Assist customers with basic technical troubleshooting and guide them through step-by-step solutions to resolve issues related to products or services.
• Documentation & Reporting: Create and maintain detailed records of customer interactions, issues, and resolutions, contributing to reports that inform process improvements and product updates.
• Quality Assurance: Monitor and ensure consistent quality of email communication, adhering to client guidelines, tone, and brand standards.
• Email Templates & Knowledge Base: Develop and maintain email templates and knowledge base articles for efficient issue resolution and consistent responses.
• Collaboration with Teams: Collaborate with other departments (e.g., technical support, sales) to resolve complex issues and improve overall customer experience.

Achievements:

• Managed an average of 100 customer emails per day for clients, achieving customer satisfaction.
• Developed and implemented email templates that decreased response time by 20%, improving overall team efficiency.
• Assisted in troubleshooting and resolving technical issues for a client’s product, resulting in a decrease in repeat customer inquiries.

Key Responsiblities:

• HR Strategy Development & Execution: Lead the development and implementation of HR strategies that align with organizational goals, driving workforce effectiveness, employee engagement, and overall business performance.
• Talent Acquisition & Workforce Planning: Oversee the talent acquisition strategy, ensuring the recruitment of top talent while managing workforce planning to meet long-term organizational needs.
• Leadership & Organizational Development: Drive leadership development programs, succession planning, and high-potential employee initiatives to ensure a pipeline of future leaders within the organization.
• Employee Relations & Engagement: Advise senior leadership on complex employee relations issues, ensuring fair and consistent application of policies while fostering a positive organizational culture.
• Compensation & Benefits Strategy: Lead the development and implementation of competitive compensation and benefits programs, ensuring alignment with market trends and organizational objectives.
• Performance Management & Optimization: Oversee the performance management process, including goal setting, employee evaluations, and coaching, to enhance productivity and support employee development.
• HR Operations & Compliance: Ensure compliance with labor laws and HR regulations, minimizing legal risks while optimizing HR operations for efficiency.
• Change Management: Partner with leadership to manage organizational changes, such as restructures, ensuring smooth transitions and minimal disruption.
• HR Technology & Analytics: Leverage HR technology and data analytics to enhance decision-making, track key HR metrics, and drive continuous improvement in HR processes and employee experience.
• Team Leadership: Manage and mentor a team of HR professionals, providing guidance, support, and professional development to enhance team performance and HR service delivery.

Achievements:

• Drove a 20% increase in employee engagement through the launch of an updated employee benefits and engagement program.
• Implemented a comprehensive One Stop Shop Tracker, enhancing access to critical HR and employee information which has reduced reports preparation and employee information retrieval by 80%, which has led to launch the integration of a new HRIS platform
• Championed updates to company policies in line with current employment law, ensuring legal compliance and transparency
• Promoted a culture of continuous learning, elevating team competencies
• Facilitated cross-departmental teamwork, improving project delivery times

Key Responsibilities:

• Strategic HR Partnership: Serve as a trusted HR partner to senior leadership, aligning HR strategies with business goals to drive organizational performance, growth, and change.
• Talent Management and Development: Lead talent management initiatives, including succession planning, leadership development, and high-potential employee programs, ensuring a pipeline of future leaders within the organization.
• Employee Relations: Provide proactive support on complex employee relations issues, offering solutions that maintain a positive work environment while minimizing legal risks and ensuring compliance with company policies.
• Performance Management: Drive the execution of performance management processes, including goal-setting, feedback, coaching, and development plans, to enhance individual and team performance across business units.
• Change Management: Lead organizational change initiatives such as restructures, working with leadership to ensure smooth transitions and alignment with business objectives.
• Workforce Planning: Collaborate with business leaders to identify talent gaps, develop workforce plans, and ensure optimal staffing to meet current and future business needs.
• HR Analytics & Reporting: Utilize HR data and analytics to provide insights to leadership, measure key HR metrics (e.g., turnover, engagement, retention), and guide decision-making for continuous improvement.
• Compensation & Benefits Strategy: Partner with compensation and benefits teams to design competitive compensation packages and benefits strategies that align with market trends and organizational needs.
• Employee Engagement: Lead efforts to increase employee engagement and satisfaction through targeted initiatives, feedback mechanisms, and organizational development programs.
• Coaching & Mentoring: Provide coaching to managers and senior leaders on effective leadership, team dynamics, conflict resolution, and HR best practices.

Achivements:

• Designed and implemented a leadership development program that improved internal promotion rates by 20%, enhancing career growth opportunities and employee satisfaction.
• Introduced an employee engagement program that increased engagement scores by 10%, resulting in improved productivity and morale.
• Utilized HR data and analytics to identify key trends, resulting in a targeted talent retention strategy that reduced turnover by 25% in high-risk departments.
• Spearheaded strategic HR Business Partner initiatives across Philippines sites, ensuring operational excellence and process improvements

Key Responsibilities:

• APAC Talent Strategy and Workforce Planning: Lead the development and execution of talent acquisition and workforce planning strategies across the APAC region, ensuring alignment with business objectives and regional market dynamics.
• Talent Acquisition and Recruitment: Oversee full-cycle recruitment processes for APAC offices, including sourcing, interviewing, onboarding, and integration of new hires, ensuring the attraction of top talent.
• Leadership Development: Implement and manage leadership development programs tailored to the unique needs of the APAC region, focusing on high-potential talent and succession planning for senior leadership roles.
• Employee Engagement and Experience: Develop and execute employee engagement strategies that foster high levels of motivation, retention, and productivity across APAC markets, with a focus on localized needs and cultural nuances.
• HR Business Partnership: Act as the key HR business partner to senior leadership in the APAC region, providing strategic HR guidance, data-driven insights, and recommendations to drive business outcomes and employee success.
• Performance Management and Development: Drive regional performance management processes, including setting objectives, delivering feedback, conducting evaluations, and fostering continuous development aligned with organizational goals.
• Global Talent Mobility: Manage talent mobility programs across APAC, including expatriate assignments, transfers, and relocations, ensuring smooth transitions, compliance with local regulations, and alignment with business needs.
• People Leadership and Team Development: Lead, mentor, and develop a high-performing HR team across the APAC region, ensuring consistent delivery of HR services and alignment with global HR strategies.
• HR Technology and Analytics: Leverage HR data, metrics, and analytics tools to track key talent trends (e.g., turnover, engagement, retention) and optimize HR programs based on data-driven insights.

Achievements:

• Successfully implemented a regional talent acquisition strategy that reduced time-to-hire by 30% across APAC markets, resulting in a 25% improvement in overall team productivity.
• Drove the implementation of a leadership development program that resulted in a 15% increase in internal promotions and better leadership retention
• Developed an employee engagement program that improved employee satisfaction by 18% and reduced turnover by 12%
• Led the APAC team through a significant organizational restructure, ensuring alignment with global business strategy and minimizing employee attrition during the transition.
• Mentored and developed a high-performing HR team, improving HR service delivery and support to business units across the region.
• Advised global business leaders on strategic and tactical aspects of interviewing and selection, improving overall recruitment efficacy
• Established a Talent Assessment tool in collaboration with the Global Talent Team, fostering employee growth and development

Key Responsibilities:

• HR Strategy and Operations: Lead the HR function for the Costa Rica office, developing and implementing HR strategies that align with both local and global business objectives, while ensuring compliance with Costa Rican labor laws and regulations.
• Recruitment and Onboarding: Oversee the end-to-end recruitment process, including talent acquisition, interviewing, hiring, and onboarding for all positions within the office, ensuring alignment with organizational needs and local labor market trends.
• Employee Relations and Compliance: Manage employee relations by addressing employee concerns, ensuring the fair application of policies, and resolving conflicts. Ensure full compliance with Costa Rican labor laws, including contract management, benefits administration, and health and safety regulations.
• Performance Management: Implement and manage the performance management system, including goal setting, performance reviews, and employee development plans, to support a culture of continuous improvement and employee growth.
• HR Reporting and Analytics: Generate HR reports on key metrics such as employee turnover, engagement, and productivity. Use HR data analytics to inform decision-making and improve HR processes and overall office performance.
• Administrative Management: Oversee day-to-day office administrative functions, including office supplies management, vendor relationships, facility maintenance, and coordinating office events and meetings.
• Payroll and Benefits Management: Oversee payroll administration, ensuring timely and accurate processing of salaries, taxes, and other benefits in line with Costa Rican regulations.
• Health and Safety: Ensure compliance with occupational health and safety standards, conducting regular assessments and ensuring the well-being of employees in the office.

Achievements:

• Successfully led the recruitment and onboarding process for over 50 employees in the Costa Rica office, reducing time-to-hire by 25% and improving retention rates by 15% within the first year.
• Spearheaded office-wide training initiatives that increased leadership development participation by 25%, equipping employees with essential skills for career progression.
• Managed office administration operations, ensuring smooth day-to-day functioning
• Revamped and re-launched critical HR systems including Employee Information, Timekeeping, and Payroll
• Spearheaded the creation of the first consolidated HR Tracker for the Costa Rica office, improving HR efficiency
• Successfully transitioned all employees to a superior Life and Health Insurance provider, enhancing employee benefits
• Successfully led an open communication culture between staff and management, boosting morale and productivity

Key Responsibilities:

• Recruitment and Talent Acquisition: Lead end-to-end recruitment processes for various positions, including job postings, candidate screening, interviewing, and hiring. Successfully reduced time-to-hire by 20% while ensuring alignment with company hiring standards.
• Employee Relations and Conflict Resolution: Act as a point of contact for employee relations issues, mediating conflicts and providing advice on company policies and legal matters. Ensured fair treatment and resolution of employee grievances, improving employee satisfaction.
• Onboarding and Orientation: Manage the onboarding process for new hires, including conducting orientations, preparing onboarding materials, and facilitating smooth integration into the company culture.
• Compensation and Benefits Administration: Administer payroll and benefits, ensuring accurate and timely processing, adherence to legal standards, and seamless communication of benefits packages to employees.
• Performance Management: Support the performance management cycle by assisting with goal setting, performance reviews, feedback sessions, and employee development plans. Helped improve employee performance metrics by 15% through effective coaching and feedback.
• Employee Training and Development: Coordinate and organize training programs to enhance employee skills, compliance knowledge, and leadership development. Worked with department heads to tailor programs to meet specific team needs.
• HR Policies and Compliance: Ensure adherence to Philippine labor laws, regulations, and company policies. Develop and update HR policies and procedures to ensure legal compliance and consistency in HR practices.
• HR Reporting and Analytics: Generate and analyze HR reports (e.g., turnover rates, employee engagement, training metrics) to identify trends, inform HR decisions, and recommend areas for improvement.
• Employee Engagement and Retention: Initiate and manage employee engagement activities, surveys, and feedback channels to improve workplace culture and reduce turnover by 12%.
• HR Projects and Special Initiatives: Assist in the implementation of HR projects, including employee wellness programs, and organizational changes, contributing to an increase in overall employee satisfaction by 10%.

Achievements:

• Led the recruitment for over 100 roles annually, reducing time-to-hire by 20% and improving the quality of hires through refined screening and interview processes.
• Implemented an employee feedback system that increased employee engagement scores by 15%, and contributed to a 12% reduction in turnover.
• Developed and launched a comprehensive employee onboarding program that improved new hire retention by 18% and sped up the integration process.
• Administered payroll and benefits for a workforce of over 200 employees, ensuring 100% accuracy and compliance with the Philippine Labor Code.
• Collaborated with department heads to introduce targeted training programs, resulting in a 10% improvement in employee productivity and performance.
• Improved employee relations processes by addressing and resolving 95% of employee grievances within 48 hours, leading to a more harmonious work environment.
• Spearheaded a company-wide wellness initiative, which resulted in a 10% increase in overall employee well-being and engagement scores.
• Revamped HR procedures, forms, and templates to enhance efficiency
• Introduced the first HR quarterly report, providing insightful analysis for the HR Team

Key Responsibilities: Achievements:

• Talent Acquisition and Recruitment: Manage end-to-end recruitment processes for call center agents and support staff, including sourcing, screening, interviewing, and onboarding. Successfully reduced time-to-hire by 25% through the implementation of more efficient recruitment processes.
• Employee Onboarding and Orientation: Oversee and improve the onboarding process for new hires, ensuring smooth integration into the company culture, clear understanding of job expectations, and training for success.
• Employee Relations and Conflict Resolution: Act as the first point of contact for employee relations issues, providing conflict resolution and guidance on company policies, improving overall employee satisfaction and reducing turnover by 15%.
• Attendance and Performance Management: Monitor and manage attendance, performance, and productivity levels for call center agents, ensuring compliance with attendance policies and driving performance improvements.
• Training and Development: Coordinate and facilitate ongoing training programs for call center agents to enhance job performance, customer service skills, and compliance with internal standards and customer service expectations.
• HR Policies and Compliance: Ensure adherence to Philippine labor laws, company policies, and industry regulations. Regularly review and update HR policies, ensuring compliance with the Philippine Labor Code and call center industry standards.
• Payroll and Benefits Administration: Oversee payroll processing, ensuring timely and accurate payment of salaries and bonuses, as well as the administration of employee benefits, in accordance with company policies and legal requirements.
• Employee Engagement and Retention: Implement employee engagement initiatives, such as recognition programs and morale-boosting activities, which led to a 10% improvement in employee retention rates and satisfaction scores.
• Reporting and HR Analytics: Prepare and analyze HR metrics (e.g., turnover rates, absenteeism, performance evaluations) to provide data-driven insights for leadership and make informed HR decisions.
• Health and Safety: Ensure workplace safety standards and health protocols are maintained, with regular checks and audits to comply with local laws and company standards.
• HR Team Leadership: Lead and supervise a team of HR associates, providing coaching, performance feedback, and ensuring effective HR service delivery across the call center operations.

• Successfully led recruitment efforts that resulted in hiring and onboarding 150+ call center agents per month, reducing time-to-fill by 25% through streamlined processes and enhanced sourcing strategies.
• Improved employee retention by 15% by implementing new employee engagement initiatives, such as quarterly performance recognition awards and team-building activities.
• Streamlined HR data generation, reporting, and analysis, providing crucial updates on government-related HR matters
• Led the development and enhancement of HR policies, ensuring compliance and efficient processing of employee movements
• Spearheaded employee recognition programs (Annual Celebrating Excellence Rewards and Recognition Program), fostering a culture of recognition and appreciation within the organization