JBrylle Zaragoza

I have been in outsourcing business type for 16yrs both BPO and RPO and almost 2 years in a local and direct business employment. As a Team Leader or Supervisor, my responsibilities are to manage performance of my team and directs them to meet and or exceed the goals defined by the clients and the company, Ensured successful implementation, continual operation and success of the accounts by collaborating with different diff work groups and builds the team competencies that are required for the business and worktype according to the needs of the industry or clients. I am proficient in Microsoft Office tool, Good at Root Cause Analysis, Critical thinking, Problem Solving and Highly proficient on communication.

I have a sense of humor and fun to work with to lighten the overflowing workloads or work capacity.

HR - OIC Recruitment Manager - Unistar Credit and Finance Corporation - Pasig City

(2026-01)

• Develops and implements strategic recruitment and manpower acquisition plans aligned with organizational goals and workforce requirements.
• Manages end-to-end recruitment for leadership, technical, critical, and hard-to-fill positions including sourcing, screening, interviewing, selection, endorsement, and onboarding coordination.
• Sources qualified candidates for IT, Finance, Logistics, Sales, Sales, Collection Collections, HROD, Treasury, Documentation, Consumer Loans, and other departments through job boards, social media, referrals, agencies, cooperatives, and professional networks.
• Reviews and endorses employment contracts, personnel movements, and recruitment documents for Head Office and Branch operations prior to final approval.
• Collaborates with hiring managers and department heads to identify staffing needs, role requirements, organizational changes, and manpower priorities.
• Designs and improves recruitment processes, workflows, policies, and service standards to enhance efficiency and candidate quality.
• Leads and supervises the Recruitment Team to ensure timely hiring, compliance with company standards, and achievement of recruitment KPIs.
• Coaches and manages 12 recruitment personnel through regular mentoring, performance monitoring, and development discussions.
• Coordinates interviews, assessments, hiring recommendations, and onboarding activities with internal stakeholders.
• Prepares recruitment reports covering hiring performance, sourcing effectiveness, recruitment costs, and placement success rates for management review.
• Ensures compliance with labor laws, company policies, audit standards, and recruitment procedures while supporting employer branding initiatives.

HR Recruitment Supervisor - Unistar Credit and Finance Corporation - Pasig

(2024-08)

• Develops and implements recruitment strategies and plans.
• Sources and interviews potential candidates for leadership level and ocasionally for rank and file level using different job boards.
• Supervises and mentors the end-to-end recruitment team, providing training and support.
• Coaches and manages 11 Recruitment Associates and Lead (4 Direct and 7 under outsourced or cooperatives/agencies).
• Manages the recruitment process, including job postings, candidate screening for supervisory and managerial roles, and interview coordination.
• Liaises with hiring managers to understand staffing needs and ensure a positive candidate experience.
• Tracks and reports on recruitment metrics and outcomes to senior management.
• Coordinates and manages the PESO Project handle by Local Government Units for career partnership and collaboration for upcoming Job Fairs.
• Works career partnership with TESDA for a wider job promotion.
• Oversees Manpower Agencies supporting all the job vacancies for both Head Office and Branches nationwide.
• Ensures compliance with legal requirements and organizational policies.
• Develops and manages candidate sourcing strategies and maintain a talent database.
• Addresses and resolves issues or challenges during the recruitment process.
• Manages the recruitment budget, including costs related to job advertising and agency fees.

Customer Experience and Retail Operations (CXRO) Supervisor - Maynilad Water Services, Inc - Quezon City

(2024-05 - 2024-08)

Supervised the day-to-day activities of the section.

Supervised Contact Center

Operations, including but not limited to improving existing systems and procedures, ensuring Service Level Agreement, timely report submission, minimizing costs, maximizing services, reviewing Contact Center Service Provider (CCSP) contracts, facilitating contract renewal, monitoring the service level and quality assurance (e.g., calibration, barging) commitment from all customer's channels (Voice and NonVoice, inbound and outbound) and identifies and recommends areas for improvement and monitors implementation.

• Conducted, attended and initiated learning sessions to Contact Center Agents, Team Leaders and concerned offices to enhance business knowledge.
• Provided updates to CCSP on critical policies and changes in processes affecting BA, KAR, contact center operations, or other concerned offices to staff.
• Ensured that all MWSS-RO Social Media complaints endorsements are monitored and responded to by the Business Areas (BAs)/ Key Accounts Relations (KAR) and other concerned offices in coordination with Legal and Regulatory Affairs.
• Monitored the timeliness and completeness of responses of BA, KAR, and other concerned offices based on MWSS-RO regulations.
• Provided timely submission of weekly reports to Business Area Heads & other Top Management Team members including but not limited to Social Media Complaints monitoring tracker, Erroneous Disconnection database and Regular Reopening Beyond Service Agreement and Monthly Business Review for Contact Center.

RPO: Recruitment & Admin Group Leader - PSG Global Solutions - Makati

(2021-04 - 2024-05)

• Created an inspiring team environment with an open communication culture, Set clear team goals, Delegates tasks and set deadlines, Oversaw day-to-day operation, Monitored and managed team performance and report on metrics or KPIs, Motivated team members, Encouraged creativity and risk-taking, Suggested and organized team building activities.
• Responsible for ensuring programs achieve business objectives by filling staffing requisitions with qualified candidates on timely basis.
• Discovered training needs and provide coaching.
• Monitored recruitment process end-to-end and continuously recommends changes and improvements that align with business requirements.
• Developed recruitment plans, goal strategies and activities.
• Managed schedules and timelines.
• Prepared employees for assignments for establishing and conducting orientation and training program.
• Listened to team members' feedback and resolve any issues or conflicts.
• Recognized high performance and reward accomplishments.
• Trained new hire and tenured employees such as Leaders and new teammembers.

RPO: Senior Recruiter III / Talent Acquisition Specialist 3 - PSG Global Solutions - Makati

(2020-10 - 2021-04)

• Sourced resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company websites, etc.
• Conducted phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews.
• Set up interviews between candidates and hiring managers.
• Was involved in recruiting passive candidates, through phone calls, emails, and general relationship building.
• Made recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions.
• Supported and coached level 2 & 3 Recruiters and Sourcers to ensure performance will be on top of the goal.

RPO: Senior Recruiter II / Talent Acquisition Specialist 2 - PSG Global Solutions - Makati

(2019-05 - 2020-10)

• Sourced resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company websites, etc.
• Conducted phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews.
• Set up interviews between candidates and hiring managers.
• Was involved in recruiting passive candidates, through phone calls, emails, and general relationship building.
• Made recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions.

Senior Advisor / Subject Matter Expert, Banking - Concentrix - UPA Technohub, Quezon City

(2012-04 - 2019-05)

• Managed high volume of incoming calls.
• Handled customer complaints, provide appropriate solutions for e-services and alternatives within the time limits; follow up to ensure resolution.
• Kept records of customer interactions, process customer accounts and filed documents.
• Provided accurate, valid and complete information by using the right methods/tools.
• Assisted customers with their financial account and online banking services such as credit cards.
• Managed to be a POC of the team.
• Performed as a Subject Matter Expert, Coached & supervised trainees during nesting period to ensure they passed and certified.
• Monitored calls to ensure the quality of service.

Foundation Skills Assistant Trainer - Bagong Henerasyon Party List and Partnership with Mobile Pro Corporation

(2017-07 - 2018-07)

• Thoroughly trained residents of Brgy. Commonwealth in learning & speaking American English Language and its Culture in preparation for applying BPO job opportunities.
• Ensured trainees or learners will pass the certification for their company endorsement.

Senior Customer Service Representative - Convergys - UPA Technohub, Quezon City

(2011-04 - 2012-04)

Customer Service outsourcing.

• Maintained high level of product and technical knowledge.
• Delivered world-class customer service in all interactions with customers and representatives.
• Billing and financial Inquiry.
• Point of contact within a unit or team.
• Account online services or E-service Specialist.

Customer Service Representative - Sitel - OJV Ortigas Pasig City

(2008-12 - 2011-01)

Customer Service outsourcing.

• Provided resolutions to customers financial issues on their credit bureaus account.
• Crossed selling after the concern's resolution.
• Point of contact within a unit or team.
• Developed empathetic client relationships and earned reputation for consistently exceeding KPI goals.
• Built rapport with customers through courteous and professional communications.

Telemarketing Assistant - BDO Unibank - Ortigas Pasig City

(2008-05 - 2008-11)

• Offered Loans to existing BDO depositors with low cost rate.
• Ensured and monitored the approval of client's loan within a given time frame.
• Assisted and supervised Telemarketing representatives.
• Monitored & Updated the data and records of client's file.
• Assisted client's inquiry through phones & one-on-one interactions (Foreign & Local clients).
• Mentored & coached newbies in the department or team.

Team Member (Working Student) - Jollibee Foods Corp - Lucena City, Quezon Province

(2006-05 - 2006-11)

• Maximized customer satisfaction by quickly addressing and resolving complaints with food or service.
• Completed opening, closing and shift change tasks in full to promote store efficiency.
• Used strong communication skills to build positive customer relations, maintaining first-class company service and reputation.
• Kept customer and food preparation areas clean and well-organized to maintain appearance and quality standards.
• Farewelled customers in polite, professional manner, maintaining positive impressions.
• Took orders and made suggestions to guest tastes and preferences.
• Demonstrated product benefits and features to capture interest of customers.
• Maintained high standards of cleanliness throughout establishment, preparation tables and dining areas.
• Delivered great service by being adaptable, using initiative and communicating with diverse range of people.
• Greeted and escorted customers to designated area to promote friendly and fostering environment.

Secondary Education - Major in English (BS) - Manuel S. Enverga University (2004 - 2008) Lucena City