Aiko P.
Mid-Level HR Shared Services Specialist
Open to offersNew to PlatformAbout
Aiko P. is an experienced Global HR Shared Services Senior Coordinator with over four years of expertise in global HR operations, employee experience, and customer support across regions including NORAM, LATAM, Europe, and APAC. At IntouchCX, Aiko delivers end-to-end employee support and complex HR case resolutions using Zendesk and oversees daily operations, mentoring teams to maintain high compliance and quality standards. Recognized with a 2025 Performance Award for consistent KPI achievement, Aiko collaborates with IT and software development on JIRA incident management and drives process improvements through workflow optimization and HR-IT coordination. With a Bachelor of Science in Business Administration, majoring in Marketing Management from San Beda University, Aiko’s work also spans the food service and hospitality industry as a Marketing Advisor, developing promotional strategies and guiding operational growth for Balai Kaffa Café and All-Day Breakfast.
Experience
Marketing Advisor
Balai Kaffa Café and All-Day Breakfast · 2023 — 2025Led the creation and execution of promotional strategies designed to increase sales, build brand awareness, and strengthen customer engagement. Offered strategic marketing guidance to business owners, supporting their growth and operational efficiency initiatives. Delivered actionable insights and coaching to staff, ensuring high-quality customer service and a consistent brand experience. Provided mentoring and training for best practices in customer engagement, fostering a culture focused on service excellence and proactive problem-solving.Global HR Shared Services Senior Coordinator
Intouch CX · 2023 — PresentProvides end-to-end employee support and handles complex HR inquiries via Zendesk across multiple regions, including NORAM, LATAM, Europe, and APAC. Manages ticket workflows, oversees daily operations, and mentors coordinators to ensure adherence to timelines and compliance. Coordinates closely with IT and Software Development teams to troubleshoot Zendesk issues, implement workarounds, and contribute to long-term solutions. Utilizes JIRA to submit, track, and manage incidents, ensuring comprehensive documentation and proper follow-through on enhancements and defect resolutions. Acts as a liaison between HR Shared Services and technical teams by communicating business impact and validating system fixes. Supports escalation and resolution of confidential employeeGlobal HR Shared Services Coordinator
Intouch CX · 2022 — 2023Managed employee inquiries through Zendesk, delivering guidance and resolution across multiple regions. Routed complex cases to appropriate departments to maintain workflow efficiency. Authored and updated internal articles, playing a key role in HR Knowledge Base development for increased team efficiency and process standardization. Performed Quality Assurance audits to monitor ticket resolution and SLA compliance, providing feedback to coordinators. Collaborated with cross-functional teams to optimize internal systems, workflows, and the employee experience.Consumer Care Specialist
Intouch CX · 2021 — 2022Delivered multichannel customer support via phone, email, and chat using Salesforce, ensuring timely and accurate resolution of inquiries. Guided customers through the use of products and services to enhance satisfaction and loyalty. Maintained professionalism in challenging situations, addressing escalated issues effectively. Supported peer learning by sharing resources during training and was involved in reviewing HR knowledge base content for AI enablement. Performed Quality Assurance audits to ensure SLA adherence, accurate ticket categorization, and process compliance. Provided feedback and coaching to HRSS Coordinators, promoted adherence to Standard Operating Procedures, and contributed to employee relations and new coordinator training and onboarding initiatives.
Skills & Expertise
Education
- Bachelor of Science in Business Administration Major in Marketing ManagementSan Beda University, Manila · — — 2021
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