Vida M.
Business Analyst
Open to offersNew to PlatformAbout
Vida Mae Quilala is an accomplished HR Specialist with over 10 years of experience in managing global employee lifecycle processes. Based in Paco, Manila, she has a robust expertise in HR administration, specializing in employee data management and People systems such as SAP HCM, SAP SuccessFactors, ServiceNow, and Jira. Her strategic approach is evident from her time as a Business Analyst at Conduent Business Services Inc., where she coordinated system updates and supported HR systems' deployment to ensure business readiness. As a Quality Assurance Analyst, she conducted comprehensive audits and compliance reviews, sharing insights to improve service accuracy. Previously, as a Customer Care Senior Specialist, she managed crucial HR queries and data entry. She also has experience in telecommunications from her stint at Convergys Philippines as a Customer Service Representative. Vida Mae Quilala holds a Bachelor of Laws and a Bachelor of Arts in Philosophy, underscoring her strong analytical foundation.
Experience
BUSINESS ANALYST
Conduent Business Services Inc. · 2020 — 2025Coordinated system updates associated with onboarding, role changes, and offboarding while supporting end-to-end employee lifecycle activities. Ensured business readiness and data accuracy through UAT, testing, and deployment of HR systems and tools. Maintained standardized and audit-ready documentation by updating HR process documents utilizing Visio, Jira, ServiceNow, and SharePoint. Participated in continuous improvement initiatives focused on streamlining processes and enhancing employee experience.QUALITY ASSURANCE ANALYST
Conduent Business Services Inc. · 2014 — 2020Performed audits of HR transactions and compliance reviews to verify alignment with established policies and service level agreements. Delivered individualized coaching to agents and led team discussions, including huddles and bridging the gap sessions. Presented monthly data analyses regarding observed trends from evaluations. Collaborated with Operations to create corrective and preventive action plans. Researched escalated issues to determine root causes and enhance service accuracy.CUSTOMER CARE SENIOR SPECIALIST (HR Account)
Conduent Business Services Inc. · 2012 — 2014Served as the initial point of contact for employee HR inquiries via email, phone, and chat. Conducted HR data entry and maintenance with SAP HCM, ensuring accuracy of employee records. Managed transactions related to the employee lifecycle, including onboarding documentation, contract queries, and updates to personal data.CUSTOMER SERVICE REPRESENTATIVE (TELCO account)
Convergys Philippines, Cebu · 2010 — 2012Handled chat-based customer support addressing billing issues, technical troubleshooting, and service inquiries. Recognized and acted on upselling opportunities that matched customer requirements and company offerings. Coordinated the dispatch of field technicians for service issues necessitating on-site resolution.
Skills & Expertise
Education
- Bachelor of LawsWESTERN MINDANAO STATE UNIVERSITY · 2004 — 2008
- Bachelor of Arts Major in PhilosophyATENEO DE ZAMBOANGA UNIVERSITY · 2000 — 2004