JOAN NUNEZ
Senior Human Resources Business Partner | Driving Organizational Success Through Strategic HR Leadership
Malaysia
Summary
With 28 years of extensive experience managing and supporting operational requirements in multinational organizations specifically in Oil and Gas industry, I consistently deliver excellent high-level standard quality customer service, exceeding required results. Proactive, highly motivated, hardworking, and dynamic, I thrive in the challenges of a multicultural, fast-paced, and demanding work environment. My drive and analytical mindset enable me to excel in data analysis and problem-solving. I possess a deep understanding of compensation structures and labor market trends, complemented by advanced skills in Excel and HRIS systems. My dedication lies in optimizing compensation strategies to support organizational goals and ensure employee satisfaction.
Overview
28
28
years of professional experience
Work History
Compensation and Benefits Analyst
Schlumberger Support Centre, SDN, BHD.
Kuala Lumpur, Petaling Jaya
11.2022 - Current
- Understands and provides guidance on the Compensation and Benefits Standards and ensures compliance with the SLP7 and FP19/EBAR procedure.
- Analyzes, reviews, makes recommendation and obtains approval for changes to Compensation and Benefits at the country level to ensure that such benefits are in-line with the existing market and consistent with the Corporate principles, policies and guidelines.
- Assists in the development of Home Country policies and procedures to support the compensation and benefits function.
- Participates in local relevant market surveys for both Compensation and Benefits.
- Participates in Compensation and Benefit Reviews to monitor and maintain market positioning.
- Answers employee queries and helps communicate to them on compensation and benefit matters and plans.
- Maintains a working knowledge of governmental legislation influencing compensation and benefits.
- Complies with all applicable Schlumberger standards and policies.
- Assists with the coaching and development of new team members.
- Identifies and participates in continuous improvement initiatives.
- Assist in maintaining HR InTouch with current documentation and information.
- Participates in due diligence during mergers and acquisitions.
- Coordinates communication of compensation and benefits related matters and plans to employees and other members of the HR Community.
- Prepares compensation packages and assignment letters for assigned population, and explains package components to employees and/or management.
- Assist in job evaluations as required.
- Assist and participates in salary surveys and build current salary structures as required.
- Assist HR Managers with the annual merit process (SLP11) to incorporate market and business input.
- Monitors and understands all changes to statutory requirements to ensure that benefit plans are compliant with government regulations.
- Owns and maintains the information contained within BenTrack (benefits management system) for area of responsibility and coordinates with local benefits owner.
- Supports the development of clear and concise benefits management systems including best practices to ensure smooth execution of benefits administration.
- Ensure compliance with the Data Privacy and Protection Guidelines and relevant legislation.
- Recommended successful approaches to help resolve complaints with salaries and classifications.
Sr. Relocation Rep. and EMG Benefits Team Lead
Schlumberger Middle East SA
Abu Dhabi, United Arab Emirates
08.2013 - 10.2022
- The Relocation Support Representative manages all aspects of the relocation process, assisting employees (and their families) with their move and overseeing all relocation services
- Establish contact with the employee and family upon confirmation of relocation to. Initiate the relocation process.
- Define personalized welcome package and arrival services.
- Explain the visa and immigration process.
- Respond to email, phone call and AskHR queries relating to relocation and mobility benefits.
- Support employee with relocation and mobility benefit expense claims.
- Support spouses with career and language assistance.
- Welcome employee and family upon arrival and ensure arrival services and resources are in place, including temporary living, house search, lease agreements, schooling options, banking and driving.
- Coordinate exit from current country of assignment, including shipping personal effects, terminating leases and utilities, cancelling visas and work permits.
- Manage third-party relocation service provider and suppliers.
- Conduct post-move surveys.
- Maintain welcome documents with accurate information, such as location procedures and regulations, information on day care, schooling, housing and tax assistance.
- Ensure relocation policies and procedures are clear and posted on the location website.
- Approve relocation invoices and expense claims from third-party service provider.
- Ensure that the relocation program complies with Schlumberger Employment Manual and Mobility Policies.
- Coordinate with internal and external visa and immigration services to make sure that required documents are obtained, the process complies with local immigration laws, the employee and family are kept updated, and exemption approvals are handled.
- Develop strong relations with third-party relocation service provider and suppliers, and with schools and other local community resources and agencies.
- Conduct vendor audits to ensure compliance with Supply Chain standards.
- Prepare ad-hoc reports upon request.
- Work closely with: Human Resources to effectively deliver relocation program; Supply Chain to manage vendor relations and cost control; Payroll and Tax departments for payroll reporting and tax guidelines; Legal department to ensure compliance with local guidelines; Schlumberger Spouses Association.
- Advise management and employees on relocation policies and procedures. Coach new team members.
- Participate in continuous improvement initiatives.
- Ensure compliance with Data Privacy and Protection Guidelines and relevant legislation.
- Negotiated favorable terms for clients in housing contracts, resulting in significant cost savings for both employees and companies.
- Completed G11 Project-Itransfer system
- Record employees' enrollment and changes in benefits systems.
- Support employees and Human Resources (HR) staff regarding benefits queries.
- Assist country administrators with reporting benefits for all eligible participants.
- Perform regular audits of benefits contribution reporting for eligible participants.
- Ensure correct storage of benefits master data.
- Make sure that proper records are obtained and maintained for purposes of administration of benefit plans, such as the rehiring record for new rehires or designation of beneficiaries.
- Ensure proper distribution of annual benefits statements to participants, and answer queries.
- Process benefits for participants upon departure from company or retirement.
- Coordinate with Payroll and Finance for issues related to contributions and payment of benefits.
- Update websites where benefits plan information are stored.
- Comply with Schlumberger standards and policies.
- Help coach and develop new team members.
- Participate in continuous improvement initiatives.
- Ensure compliance with the Data Privacy and Protection Guidelines and relevant legislation.
Executive Assistant / Tenders and Contracts Officer
Schlumberger Middle East SA
Abu Dhabi, United Arab Emirates
08.2008 - 07.2013
- Executive Assistant to Country Manager
- Assisting and supporting the Executive Management daily activities and operational requirements
- Liaise with the Executive Management communications with staff requests and vice versa
- Maintaining confidentiality as per the corporate policy and as per the management instructions
- Responsible in preparing correspondence, reports, presentation as per the operations requirements
- Handled confidential and sensitive information with discretion and tact.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Responsible for the tender management ensuring customer tender are executed and delivered in a timely manner in meeting both the customers' and organization's expectations of quality, delivery, cost and profitability. This will include cost build-up of equipment, obtain the best possible cost structure and coordinate with External Sales to derive final selling price.
- Be the focal point between customers, external sales and plant on tender related activities.
- Initiate bid kick-off meeting with various functional groups to understand tender requirements.
- Work with various functional groups to identify, compile and review list of exceptions and qualifications under Quote Action Registers (QAR).
- Generate cost and price summary with pricing approval document for management approval.
- Compile documentation for bid submission and clarifications.
- Initiate bid handover meeting once tender is awarded.
- Maintain quotation details in SAP.
- Follow up and update status on all submitted quotes.
- Maintain filing according to the company's policy.
- Accesses and evaluates any cost variances.
- Participate in department improvement projects.
Executive Assistant
BRAVO-Seattle Information Technology
Sharjah, United Arab Emirates
01.2007 - 07.2008
- Assistant to Operations Director
- Following up tasks for completion as per the Operations directive
- Streamlining procedures and protocols
- Executing analytical reports of the operations department
- Handling/transferring of incoming calls(PABX Telephone Operating Systems)
- Preparing correspondence for promotion, advertising and marketing purposes
- Systematic filing/retrieval of correspondence
- Maintaining records of the company's operations/organization
- Maintaining confidentiality of all confidential matters that concerns the operations of the organization
- Arranging travel & hotel bookings/itineraries for superiors and respected guests of the company
- Organizing meetings and preparing Minutes of the Meetings
- Revision of quotations
- Preparing Introduction Letter of the Company's Profile to prospective clients
- Preparing weekly reports regarding the routine tasks of the operations department and reports to Operations Director
- Handling logistics and administration department
- Coordinating and assisting the Heads in the recruitment of staff, interviews, selection and training and development
- Arranging offer and appointment letters, confirming acceptance as well and ensuring that employment visa are processed
- Updating HR files of the staff and providing HR support as well
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Organized and coordinated conferences and monthly meetings.
Customer Service Representative
APAC Customer Services Inc.
05.2006 - 09.2006
- Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
- Analyzes problems and provides information/ solutions
- Operates PC station to obtain and extract information, documents information, activities and changes in the database
- Thoroughly documents inquiry outcomes for accurate tracking and analysis
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Researches and analyzes data to address operational challenges and customer service issues
- Provides external and internal customers with requested information
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Supervisor "Options Loyalty Program"
Avenue LLC
Dubai, United Arab Emirates
02.2004 - 12.2005
- Performs daily sales and marketing activities for the loyalty and privilege card "Options Card" of Avenue
- Conceptualizing marketing schemes on advertising concepts on how to entice and maintain loyal customers for Avenue at the same time maximize profit
- Responsible in handling and assisting upfront follow ups by Members regarding complaints on non-receipts of Point Statements, Points inquiries, and other related requests
- Ensures that a 24 hour turn around time feedback is effected
- Executes daily call outs to Members regarding Return to Sender Point Statements and advises negative confirmation on Options Permanent Cards as well
- Responsible in printing and collating permanent cards issued to Loyal Members
- Responsible in training and monitoring cashiers on how to handle customers
- Prepares weekly reports on the growth and D growth of the Loyalty Program
- Handles on line redemption through the CRM system which includes cash handling as well
- Studies and maps the customers buying cycle, brand preference, frequency and value of their purchases through database analysis report
- Trains new Loyalty Program handlers for new Avenue Sharjah and Fujairah outlets
- Responsible in handling the telemarketing activities especially on upcoming promotions of Avenue Department Store
- Accommodation Administrator for Avenue Dubai Staff
Member Services Executive Assistant
MotivationAsia Phils. Inc.
Makati, Philippines
05.1999 - 12.2003
- The Member Services Executive (MSE) is in-charge of supervising the Member Service Representatives and Member Services Assistants in their daily duties
- Assists in answering inquiries and handles irate members over the phone, as escalated by the Representatives
- Assists the Member Service Director in the overall planning, leading, organizing, monitoring and controlling the Call Center activities
- Acts as Executive Secretary and Personal Assistant of the Member Services Director
- Arranged travel itinerary, meetings, hotel occupancy and plane tickets of the Director
- Keeps confidential records and information within the company
- Entertain visitors and arranged travel hotel and plane ticket bookings if necessary
- Communicate externally with business clients through writing business correspondence and outbound scheme as well
- Handles purchasing activities e.g
- Company requirements like office supplies, IT requirements
- Ensures fast and accurate reward sourcing and redemption activities
- Identifies and recommends suitable reward items for the Program
- Negotiates supply agreements with vendors and develops and maintains vendor relationship
- Review and monitor courier's delivery performance and compliance with delivery commitments
Customer Service Representative
ISLACOM Inc.
10.1996 - 12.1997
- Assisted and handled customers for post paid line accounts
- Made weekly sales reports for upfront sales of Pagers and Cellphones
- Facilitates requests such as reply to billing inquiries, repaired units, outright computation of cellphone billings, outright selling and demonstration of pagers and cellphone units
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
MBA -
Richmindale College, Arizona
United States Of America 04.2001 -
Bachelor of Science - Commerce Major in Management
Union Christian College
Philippines 04.2001 -
Skills
- Human Resources and Relocation Services
- Brand Communication Skills
- Agile Project Management
- Customer Service Optimization
- Contract Management
- Tender Management
- Human Resources and Relocation Services
Timeline
Compensation and Benefits Analyst
Schlumberger Support Centre, SDN, BHD.
11.2022 - Current
Sr. Relocation Rep. and EMG Benefits Team Lead
Schlumberger Middle East SA
08.2013 - 10.2022
Executive Assistant / Tenders and Contracts Officer
Schlumberger Middle East SA
08.2008 - 07.2013
Executive Assistant
BRAVO-Seattle Information Technology
01.2007 - 07.2008
Customer Service Representative
APAC Customer Services Inc.
05.2006 - 09.2006
Customer Service Supervisor "Options Loyalty Program"
Avenue LLC
02.2004 - 12.2005
MBA -
Richmindale College, Arizona
04.2001 -
Bachelor of Science - Commerce Major in Management
Union Christian College
04.2001 -
Member Services Executive Assistant
MotivationAsia Phils. Inc.
05.1999 - 12.2003
Customer Service Representative
ISLACOM Inc.
10.1996 - 12.1997
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