Open to opportunities

Abegail Artugue

@abegailartugue

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PMP-certified HR and project management leader driving operational excellence.

Philippines

Message

What I'm looking for

I seek roles where I can lead HR and PM initiatives that improve processes, enable systems implementation, mentor teams, and ensure compliance within collaborative, change-oriented organizations.

I am a PMP-certified HR and project management professional with 17+ years' experience across telecommunications, retail, and customer service. I lead cross-functional teams to deliver process improvements, systems implementations, and talent development initiatives that drive measurable operational gains.

My background spans HR business partnering, knowledge management, technical writing, and HR operations where I applied project management methodologies to align programs, manage change requests, and ensure compliance with ISO and client standards. I have a strong track record in documentation, content development, and stakeholder communication that simplifies complex ideas.

I am collaborative, mentoring-oriented, and focused on practical execution — combining technical tooling (SAP, ServiceNow, Zoho, Smartsheet, Jira) with people-centered solutions to improve service delivery and support consulting engagements requiring clarity and adaptability.

Experience

Work history, roles, and key accomplishments

Current

HR Project Manager

Current

Pearson Management Services Philippines Inc.

Aug 2022 - Present (3 years 1 month)

Led HR projects for continuous improvement, process transitions, and systems implementation using PMP methodologies to align programs and manage change across departments.

Project Management Change Management Smartsheet ServiceNow Process Improvement HR Operations Documentation

HRBP Supervisor

Transcom Worldwide

Jan 2019 - Aug 2022 (3 years 7 months)

Delivered end-to-end HR services including employee relations, compliance, engagement and labor case handling while partnering with recruitment, compensation and talent development to meet client targets and audits.

Employee Relations HR Compliance SAP ServiceNow Zoho Performance Management Stakeholder Management

Senior Content Developer

Transcom Worldwide

Dec 2017 - Jan 2019 (1 year 1 month)

Led content development workgroups, managed project timelines with WBS, conducted quality audits and coached team members to improve knowledgebase outputs and support platform enhancements.

Knowledge Management Content Development WBS)Quality Assurance Coaching UAT Documentation

Senior Content Developer

Transcom Worldwide

Mar 2017 - Dec 2017 (9 months)

Planned content and conducted requirement analysis for knowledgebase initiatives, executed process improvements, and performed internal testing and defect tracking to refine KB functionality.

Content Planning UAT Collaboration Process Improvement

Digital Technical Writer

Transcom Worldwide

Dec 2016 - Mar 2017 (3 months)

Authored FAQs and technical guides for Samsung Australia, improving user experience and reducing negative feedback through data-driven content updates.

Technical Writing FAQ Development HTML User Experience QA

Junior Content Developer

Transcom Worldwide

Apr 2016 - Dec 2016 (8 months)

Developed HTML-based technical content, process maps and decision trees for knowledgebase systems and aligned documentation to global service standards.

HTML Technical Documentation Process Mapping

Chat Support Specialist

Transcom Worldwide

Mar 2015 - Apr 2016 (1 year 1 month)

Provided live chat support for Samsung Australia handling technical, billing and product setup inquiries using knowledgebase tools to resolve issues efficiently.

Live Chat Support Customer Service Troubleshooting Billing Support Client Communication

Voice Support Specialist

Transcom Worldwide

Oct 2013 - Mar 2015 (1 year 5 months)

Supported customers via phone on device features, troubleshooting and plan-related concerns, maintaining high service quality and first-call resolution.

Phone Support Troubleshooting Customer Service Escalation Management Technical Support Communication

Non-Voice Support Specialist

Transcom Worldwide

Dec 2011 - Sep 2013 (1 year 9 months)

Handled billing, technical inquiries and complaint resolution for TalkTalk UK via chat and email using RightNow CRM to meet SLAs.

Email Support Chat Support RightNow CRM Complaint Handling SLA Management

Telephone Banker

JPMorgan Chase & Co.

Jan 2011 - Jul 2011 (6 months)

Guided customers on transactions and financial options, ensuring compliance with company policies and delivering policy-aligned support.

Telephone Banking Compliance Policies Financial Services Communication

Non-Voice Support & Credit Analyst

TeleTech

Sep 2008 - Jan 2011 (2 years 4 months)

Handled non-voice support for Telstra Australia, approved credit beyond agent authority, resolved escalations and processed provisioning and activation tasks.

Credit Analysis Escalation Management Non Voice Support Provision Troubleshooting