Open to opportunities

Airen Ormenita

@airenormenita

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HR and legal records specialist driving operational efficiency and compliance.

Philippines

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What I'm looking for

I seek a role where I can manage HR and legal records, improve processes, coach teams, and ensure compliance within a collaborative, data-driven environment.

I am a detail-oriented HR and legal records specialist with extensive experience in records management, operations, and employee performance coaching. I have managed personnel and legal files, secured medical and billing records for active cases, drafted SOPs, and maintained shared digital records to ensure accuracy, confidentiality, and compliance.

I have led teams in operations and collections, conducted one-on-one coaching and performance reviews, handled escalations, and streamlined workflows to improve efficiency and KPIs. I collaborate across functions, use data to inform decisions, and am comfortable working independently and remotely to deliver reliable results.

Experience

Work history, roles, and key accomplishments

Assistant Manager for Operations

iQor Philippines

Nov 2022 - Apr 2024 (1 year 5 months)

Oversaw daily operations and team KPIs, led coaching and performance reviews, handled escalations and client communications, and streamlined workflows to achieve efficiency gains. Coordinated surveys, audits, and trainings to boost engagement.

Operations Management Performance Coaching Team Leadership Process Improvement Escalation Management KPIs Google Workspace Training

Operations Supervisor

iQor Philippines

Sep 2018 - Nov 2022 (4 years 2 months)

Supervised a collections team of 16–25 staff, delivered coaching and floor support, monitored metrics and reporting, and implemented process fixes to improve recovery and compliance performance.

Team Supervision Collections Coaching Performance Management Reporting Process Improvement MS Office

Subject Matter Expert

iQor Philippines

Mar 2018 - Sep 2018 (6 months)

Provided live floor support, side-by-sides, micro-trainings, and escalation handling while updating knowledge base content and flagging process gaps to improve team performance.

Coaching Knowledge Management Training Quality Assurance Google Workspace

Collections Specialist

iQor Philippines

Mar 2017 - Mar 2018 (1 year)

Managed inbound/outbound calls for overdue credit card accounts, negotiated repayment arrangements, balanced compliance with customer service standards, and consistently met recovery KPIs.

Collections Negotiation Customer Service Compliance KPIs Data Entry HRIS

Customer Service Agent

KGB Philippines Inc.

May 2008 - Dec 2015 (7 years 7 months)

Delivered accurate UK directory assistance in high-volume calls, provided escalation support and on-the-spot coaching, and mentored new hires to improve performance metrics.

Customer Service Coaching Mentoring UK Directory Assistance Problem Solving Communication

HR & Legal Records Specialist

Legal Management Group

Jan 2003 - Dec 2008 (5 years 11 months)

Requested, tracked, and secured medical and billing records for active cases, maintaining accurate logs for compliance and reducing delays by coordinating with providers. Managed personnel and firm-wide HR records, drafted SOPs, and organized shared digital files to improve process consistency.