Kristel Ann Centino

I have worked in the BPO industry for a total of 10 years. I started as a Customer Service Representative answering inbound calls from customers of a US based satellite TV provider. I was then promoted to being a Helpdesk Specialist where I handled difficult/escalated calls as well as train new hires.

I then moved to one of the leading payroll companies in the US. I assisted HR practitioners create and troubleshoot custom reports about their employee's payroll. I moved up to a Subject Matter Expert where I created training materials and facilitated training courses for new hires. I also answered questions from tenured employees to better support our clients. I handled escalated/difficult cases as well.

I moved to the RPO team where I trained new hires conduct phone interviews for several clients of different industries - pharmaceutical, financial, manufacturing, retail, etc. I listened and rated the quality of their calls. I also created and updated processes to improve the business. I interviewed candidates when necessary, documented candidate's responses, and submitted a recommendation for the client to review. 

I was promoted to a supervisor where I managed 10 Certified Internet Recruiters source and recruit candidates for a global client. I observed, reviewed, and coached them based on their performance. I ran weekly reports showing recruitment progress in our ATS - RightThing Recruit. I also created documents that outlined the processes. I facilitated meetings with the team and US partners. 

I'm currently a member of Upwork's Client Talent Acquisition team where we process end-to-end recruitment: source (passive and active), invite, qualify, interview, recommend candidates to clients. We support clients from as small as start up companies to as big as Fortune 500 globally. We track new client requisitions through Salesforce and iCIMS; and update cases as they progress. We also conduct interviews and submit qualified candidates to hiring managers for review.