Paulo Bumagat
HR Service Centre Specialist @Extendicare
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WORK HISTORY
HR Service Centre Specialist @Extendicare
Markham, ON, CA
EDUCATION
Bataan Peninsula State University
Bachelor of Science (B.S.)
SKILLS
ABOUT PAULO BUMAGAT
Worked as a Senior Team Leader for a Swedish Payroll Account in CGI handling the HR Service Desk and Incident Management Group team where he helped; 1. Transition the Service Desk Team without onshore training and hit the agreed SLA 7 out of 8 months since Go Live on November 2015. Establish Payroll’s own Quality Audit Team without adding FTE’s by implementing process and service improvements. Establish the team’s scorecard which helped in providing effective coaching to team members. Adding new perspectives and methodologies about their job with their mentoring sessions resulted to several team and individual awards since 2015. All these changes and improvements may have been one of the factors our attrition improved from approximately 60% at the end of 2014 to 10% at the present. Prior to leaving CGI in 2014, he also worked as a Team Leader for CGI’s Global HRSS Contact Center Team where he helped establish; 1. GHRSS Recruitment Process 2. Standard Training Plan for New Joiners 3. Cross Training of Team Members to different Service Lines 4. Internal Quality Audit Process 5. Individual and Team Scorecard 6. Monthly Knowledge Check
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