James Anthony Villalon

James Anthony Villalon

Work History

Work History
May 2008 - Sep 2010

HR Manager

Cebu Global Teleservices Inc

Job Responsibilities:Ensures the smooth flow of the recruitment and selection process and works closely with the Recruitment OfficerIssues pre-employment requirements to successful candidates and compiles new hire paperwork Keeps  and maintains employees’ personnel files Completes all paperwork for separated employees Keeps job descriptions updatedSchedules and holds new hire orientationsAdministers the performance management process Develops Human Resources policies Develops and conducts management development programsAssists line management in personnel movements such as promotions, transfers, reassignments, demotions, and separation of employeesGuides line management in the concept of constructive discipline and assists them in the disciplinary action processDevelops and administers employee benefits and services such as leaves credits, health care, insurance benefits, etc.Oversees the proper use and maintenance of employee facilities such as the staff cafeteria, break room, lockers, etc.Oversees administrative functions relative to timekeeping and attendance monitoring for accurate pay computationOrganizes employee relations programs Works with manpower agencies that supply the company with security guards, janitors, etc.Stay current on labor laws and guidelines affecting employees and keep management up to date on any changes that may affect policies of the company.  Works with the various government agencies to ensure that the company is compliant with all governing laws

Jun 2007 - May 2008

Project Manager

Cebu Global Teleservices Inc

Job Responsibilities:Organizes and leads formal client review sessions/presentations, directly interfaces with client during requirements gathering sessions and to complete the comprehensive START [“Success through Aligning Requirements Together” documents/timelines.Handles all set-up, and informs functional areas of their to-do’s to get program up and running (including telecom, scripting, media, staffing, capacity planning, training, quality, floor operations, verifications, reporting, etc.).Chairs project team meetingsHolds kick-off / launch meetings to make sure all are apprised of program requirements.Places test calls, and participate in systems testing to make sure all systems are go as program goes live.Focuses on continuous improvement each day in terms of program performance by analyzing daily results and makes recommendations to client on program enhancements, changes in direction, and adjunct service offerings.  Also, reviews agent-level data, center data, and/or other appropriate information to assess performance trends and recommend solutions for improvement to operations Makes recommendations for program scripting call flow procedures.Designs, in conjunction with Operations, representatives’ incentive programs. Completes master-pricing-document to outline all billing line-items which in turn is a “revenue assurance” Writes formal monthly client report, with data analysis, and recommendations for improvements Initiates action plans for client is not attaining agreed-upon metrics (e.g. conversion, percent handled, etc.).Chairs remote monitoring sessions and advice on action-steps.Formulates revenue and call forecasts as needed and submits to appropriate departments as needed.Ensures pricing meets expectations for operating profit, using tools such as the effective rate per minute report, and pro-form as issued by Finance and taking appropriate action if program does not meet profit expectations.Participates, as needed, in pre-sale meetings to help close new business within industry vertical.Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.Other special projects as assigned.

Apr 2006 - Jun 2007

Trainer

Cebu Global Teleservices Inc

Job ResponsibilitiesPrimary project ownership for classroom deliverables and adhere to developed classroom agenda/timelines, content flow, sequence and prioritize learner objectives and strict adherence to the Company’s code of conduct.Instruct new hires in company basics, product knowledge, customer service skills, and all dimensions of job requirements and analyze the training setting, characteristics of the learners and client training needs.Track number of trainees in each class and each trainee’s attendance, tardiness, class hours, and quality.Provide trainees with well-organized, professional training presentations and training packets, which include preparing and distributing all necessary visual aids, handouts, etc.Test all systems to be used in training facility including systems and develop classroom delivery strategies including multi-media preparation (i.e. maintain presentation materials, visual aids, and workbook style documentation to facilitate learning and generate enthusiasm for the product which includes copying and assembling various training documents).Monitor student progress for the duration of training, providing coaching and developmental feedback. Provide input on new hire readiness.Facilitate transition of students from training to work environment, ensuring competency levels are sufficient. Responsible for day-to-day functional supervision of agents in training.Support and participate in continuous improvement initiatives, as applicable.Maintain high level of professionalism in and out of the classroom.Demonstrate effective presentation skills including creative training techniques, and adult/accelerated learning techniques.Assist with designing technical and systems training.Participate in analysis and measurement of project outcomes as related to training and instructional design.Contribute to the assessment, analysis, planning, design, delivery and pricing of client training initiatives and act as an indispensable performance consultant to account management within an assigned account. Participates in the effective design of adult classroom learner and facilitator materials and post training follow-up in support of client programs to ensure superior workforce preparation. Maintain an environment of continual improvement across all design and facilitation processes for any assigned accounts. Focus analysis and design of performance solutions or interventions around processes resulting in greatest revenue impact of assigned accounts. Efficient utilization of staff across accounts to reduce cost of training activities. Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.Maintain accurate measurement and reporting of all assigned Training Metrics to establish accurate statistical baselines and to assist in on-going analysis of account(s). Mentor facilitators and designers to maximize their skill sets in training and facilitation and develop their understanding of quality processes and methodologies. Attend calibration and operational team meetings as appropriate to ensure understanding of client and operations needs. Evaluate current levels of quality and work with operations to create improvement plans. Oversee administration of applicable certification process.

Education

Education
Jun 2002 - Mar 2005

Professional / Licensed

University of Southern Philippines