Executive Assistant | HR Operations | Project Coordination
Metro Manila
I am Patricia, a Strategic Human Resources Professional with 9 years of total experience driving operational excellence and service quality for global organizations. My career features 4 years as a Human Resources Specialist, including 3 years concurrently serving as Executive Assistant to the Human Resources Vice President. This work is anchored by a 5-year foundation in Customer Support, incorporating roles as Subject Matter Expert (SME) and Quality Analyst. I leverage a solid background in quality assurance and data-driven leadership to streamline workflows, enhance overall efficiency, and cultivate high-performance organizational cultures that consistently empower team members, elevate standards, and drive success.
TELUS International Philippines Inc. , full_time
Jul 2022 to Aug 2025
● Proactively manage complex, high-volume calendars for the VP of HR, balancing competing priorities, urgent business needs, and enterprise strategic initiatives. ● Oversee end-to-end domestic and international travel logistics, detailed itineraries, and timely expense report processing in compliance with corporate guidelines.
TELUS International Philippines Inc. , full_time
Mar 2022 to Present
● Design, plan, and execute engagement initiatives while keeping benefits administration and team activities fully compliant with labor laws and corporate policies. ● Maintain strong vendor partnerships across all employee benefit programs to ensure seamless service delivery and high-quality support for team members.
TELUS International Philippines Inc. , full_time
Oct 2021 to Mar 2022
● Audit team member calls to monitor compliance, quality standards, and adherence to operational protocols. ● Collaborate with leadership to identify performance gaps and deliver data-backed strategies that drive continuous KPI growth across the team.
TELUS International Philippines Inc. , full_time
May 2021 to Oct 2021
● Act as the “go to” person and trusted resource across the department, providing authoritative guidance and resolving complex operational escalations. ● Coach and mentor team members through call evaluations to elevate service quality, improve performance trends, and drive individual KPI achievement.
TELUS International Philippines Inc. , full_time
Oct 2020 to May 2021
●Swiftly address customer delivery inquiries and de-escalate complex complaints, maintaining an empathetic, professional demeanor to ensure high customer satisfaction. ● Deliver detailed, tailored information on products and services, acting as a knowledgeable resource to guide customer inquiries.
Open Access BPO , full_time
Oct 2018 to Sep 2020
● Proactively track active Postmates orders to identify potential delays or order exceptions, working directly with delivery drivers and restaurants to ensure high accuracy and on-time service standard. ● Direct-call merchant staff to confirm order accuracy, convey special customer instructions, and expedite live order processing.
Manulife, full_time
May 2018 to Oct 2018
● Establishing trust with customers through open and interactive communication, and providing accurate and complete information using the right methods and tools. ● Educate health plan members and healthcare providers on benefit coverages, policy terms, and specialized features, including international travel insurance and emergency coverage.
Open Access BPO , full_time
Nov 2017 to Mar 2018
● Conduct high-volume proactive outbound calls to customers, Dashers, and merchant partners to troubleshoot live order delays, confirm modifications, and ensure seamless service fulfillment. ● Monitor real-time delivery operations and coordinate between customers, couriers, and merchant partners.
VXI, full_time
May 2017 to Nov 2017
● Clearly communicate and explain basic account information to customers, directly addressing first-call resolution and researching customer billing issues as necessary. ● Act as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests.