Mau Dela Cruz

Experience

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  IBM Daksh Business Process Services

  Aug 2005 - Mar 2006

  Customer Service Associate

  - Handled customer inquiries and requests on: • New accounts• Technical Support• Billing• Fraud• Retention

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  Sutherland Global Services

  Mar 2006 - Jan 2008

  Performance Coach / Customer Service Representative

  - Supports team in achieving key performance metrics. - Conducts side by side monitoring and coaching to improve quality of service. - Conducts learning sessions to improve product knowledge.

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  Shell Shared Business Service Center

  Mar 2008 - Mar 2012

  HR Shared Service Center Transaction Advisor (Tier 2)

  - Educates local and expatriate employees of HR Policies in the US and Canada. - Supports Tier 1 analysts in addressing complex issues and request. - Responsible for timely and accurate administration of local and expat benefits requests in SAP for US and Canada local and hosted (expatriates and short term) assignees.

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  Philip Morris International

  Mar 2012 - Jun 2021

  People & Culture Ops Specialist

  - Coordinates with P&C affiliate Team, Regional Compensation and Benefits Team, and P&C Managers for the successful administration of global cycles (i.e. Merit Increase and Incentive Compensation). - Responsible for timely and accurate data maintenance of Hire to Retire actions in SAP.

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  Citadel Pacific Ltd ROHQ

  Jul 2021 - Apr 2024

  Hire to Retire Team Lead

  Operations:- Manages day to day operations of Hire to Retire team, who are responsible for timely and accurate data maintenance in HRIS. - Collaborates with HR Managers of the different operating companies on process reviews and improvements.Project:- Serves as project manager within HR function in ensuring milestones are met in preparation of go live for the different modules implemented on migration to SAP Success Factors (Employee Central, Performance Management & Goals Management, Employee Central Payroll).- Liaises between internal stakeholders and third-party project support on resolving issues and challenges encountered at different phases of the project migration and even post go live. - Serves as an SME on SAP Success Factors functionalities and conducts knowledge transfers to the HTR Team and the HR Teams across different operating companies. Show less