ADONIS DE LA CERNA TIPACTIPAC
Dubai
Summary
Experienced Customer Experience and HR Operations Professional with over 10 years in enhancing customer satisfaction and employee engagement across diverse markets. Skilled in resolving escalations, improving retention, and streamlining HR processes while ensuring compliance with regulations. Focused on process optimisation and stakeholder collaboration to drive measurable business outcomes.
Overview
12
12
years of professional experience
Work History
Senior Customer Support Executive
FERNS N PETALS
Dubai
2025.10 - 2026.07
- Managed 50+ high-priority customer escalations weekly, achieving a 92% CSAT/NPS score through effective service recovery and customer advocacy.
- Acted as primary escalation point for sensitive customer cases, employing negotiation and conflict-resolution skills to effectively resolve issues.
- Resolved complex executive- and management-level complaints, balancing business objectives with customer satisfaction to enhance retention and loyalty.
- Collaborated with operations, logistics, sales, and leadership teams to expedite issue resolution and enhance service delivery standards.
- Leveraged customer feedback, complaint trends, and NPS insights to identify root causes and implement improvements that reduced repeat complaints by 70%.
HR Assistant
YPTE SERVICES
Dubai
2024.09 - 2025.09
- Supported end-to-end recruitment activities across multiple geographies, successfully filling 20+ key positions within 90 days.
- Reduced onboarding cycle time by 30% through digitised HR processes and structured orientation programs.
- Maintained 100% compliance with UAE labour Law through effective management of employee documentation, contracts, and visa renewals.
- Administered HR records, employee lifecycle documentation, and benefits coordination, ensuring accuracy and confidentiality of sensitive data.
- Resolved HR inquiries promptly and enhanced internal communication channels, contributing to improved employee satisfaction.
HR Operations Coordinator
DR SCENT
Sharjah
2024.06 - 2024.09
- Automated scheduling and documentation workflows, reducing administrative workload by 20% and increasing operational efficiency.
- Coordinated workforce deployment, crew scheduling, and transportation logistics, improving resource utilization by 15%.
- Led employee engagement initiatives that increased satisfaction scores by 25%.
- Negotiated vendor agreements and service contracts, reducing operational costs by 5% while maintaining service quality.
- Supported HR operations, employee relations, and workforce planning initiatives across multiple projects.
HR Specialist
DRYDEN PARTNERS
Kuala Lumpur
2021.09 - 2024.03
- Reduced time-to-hire by 30% through ATS optimization, streamlined recruitment workflows, and enhanced candidate management processes.
- Increased employee retention by 20% through onboarding improvements and proactive employee engagement programs.
- Designed and implemented performance appraisal frameworks that contributed to a 15% increase in workforce productivity.
- Supported diversity and inclusion initiatives, contributing to a 15% increase in workforce representation.
- Partnered with leadership teams to support talent management, workforce planning, and organizational development initiatives.
HR Assistant
OPTUM
Quezon City
2016.10 - 2021.08
- Delivered comprehensive HR support across employee relations, compliance, and workforce administration functions to ensure effective workforce management.
- Streamlined management of employee records, HR documentation, onboarding activities, and benefits administration to enhance operational efficiency.
- Reduced HR administrative processing time by 30% through digitisation and process improvement initiatives.
- Supported employee wellness and engagement programmes that contributed to a 20% reduction in absenteeism.
- Coordinated leadership development and training programmes, contributing to an 18% internal promotion rate.
Customer Service Team Lead
CONVERGYS
Quezon City
2014.03 - 2016.08
- Led a team of 15+ customer service representatives, increasing team productivity by 25% through coaching and performance management.
- Acknowledged for cultivating high-performing teams that significantly enhanced customer experience outcomes.
- Reduced the average response time by 18%, contributing to a 20% increase in customer satisfaction scores.
- Monitored KPI performance and quality metrics to uphold service standards and enhance operational excellence.
- Created onboarding programme that cut training time by 30%, enabling quicker integration of new hires.
Education
Bachelor of Science - Business Administration, Human Resource Development Management
Bestlink College of the Philippines
Quezon City, Philippines2021-01
Skills
- Customer Experience & Retention
- Customer retention strategies
- Customer service
- Customer satisfaction (CSAT/NPS)
- Customer relationship management
- Service recovery
- Escalation Management
- Complaint handling
- Call centre experience
- Live chat operation
- CRM software knowledge
- Salesforce CRM
- Operational efficiency
- Process Improvement
- Negotiation skills
- Team collaboration
- Stakeholder Management
- Conflict resolution
- Creative problem solving
- Employee Engagement
- Employee Relations
- Onboarding & Offboarding
- HR Operations
- HR compliance
- Email correspondence
- Payroll & Benefits Administration
- HRIS & Records Management
- Workforce Planning
- Performance Management
- Multitasking
- Highly efficient
- Positive attitude
- Professionalism
- Written and verbal communication skills
- Telephone etiquette
- Email correspondence
- Relationship building
- Customer advocacy
- Problem-solving
- Service recovery
- Employee engagement
- Telephone etiquette
- B2B SaaS
- Customer retention
- Positive attitude
- Customer service excellence
- Customer relations
- Written and verbal communication skills
Timeline
Senior Customer Support Executive
FERNS N PETALS
2025.10 - 2026.07
HR Assistant
YPTE SERVICES
2024.09 - 2025.09
HR Operations Coordinator
DR SCENT
2024.06 - 2024.09
HR Specialist
DRYDEN PARTNERS
2021.09 - 2024.03
HR Assistant
OPTUM
2016.10 - 2021.08
Customer Service Team Lead
CONVERGYS
2014.03 - 2016.08
Bachelor of Science - Business Administration, Human Resource Development Management
Bestlink College of the Philippines