RELEVANT EXPERIENCE
Onlinework Inc.
Work from Home
Nov 2020 – Present
- Executive Assistant (Dec 2020-Present)
- Acting as a point of contact between CEO and internal or external colleagues
- Organizing and booking meetings of CEO
- Handling correspondence directed to managers
- Making travel arrangements and detailed travel itineraries
- Taking dictation and minutes and writing them up subsequently
- Producing reports and presentations
- Maintaining the current filing and database system, and looking for ways to improve the current system
- Product Trainer (Nov 2020–Dec 2020)
- Facilitated product training to new hires
- Conducted coaching and feedback sessions for trainees and tenured Email Support members
- Built a strong partnership with Operations regarding meeting required metrics as per Client-request
- Involved in creation of materials to be shared across regarding updates and reminders for the Email Support members
- Developed and created materials for training
CoverDesk
Panay Avenue, Quezon City Philippines
Jun 2020 – Nov 2020
- Virtual Assistant
- Added or removed drivers
- Adjusted coverages on policies
- Updated addresses, VINs, or other corrections
- Made policy edits and corrections including billing information
- Changed payment plans
- Updating of discounts
- Reviewed policy increases
- Collected new client information on new business quotes
- Processed mortgagee changes
- Processed cancellations
- Handled policy downloads
- Completed certificates of insurance
Griffex Inc.
Gurgaon,Haryana India
Jul 2019 – Jun 2020
- Head of Business Development
- Leadership and management of the sales, marketing and account management/technical support teams, fostering team-based culture, ensuring positive interaction within other teams and other external collaborators
- In partnership with the Executive Director in the creation and implementation of sales plans to grow income in target user market and geographic sectors globally
- Worked closely with Project Managers to agree positioning strategies and execution
- Oversaw the annual renewals process, ensuring on target retention of existing users
- Responsible for the acquisition of new users
- Monitoring and management of sales and support processes
- With focus on continuous improvement, to propose and develop new services for the company, including those for commercial and academic cooperation which offer scientific benefits to the company and its users, and which contributes to the charitable aims of the company
- Identification of competitive threats to the underlying base of the company and propose appropriate action
- Responsible for own work planning against objectives set in agreement with the Executive Director
7Kreinto
Gurgaon,Haryana India
Jul 2018 – Jul 2019
- Consultant Content Manager (Jul 2018-Jul 2019)
- Developed content strategy aligned with short-term and long-term marketing targets
- Collaborated with marketing and design teams to plan and develop site content, style and layout
- Created and published engaging content
- Edits, proofreads and improves writer’s posts
- Liaises with content writers to ensure brand consistency
- Partnered with Digital Marketing team to optimize content according to SEO
- Uses content management systems to analyze website traffic and users engagement metrics
- Collaborated with Digital Marketing Team in managing content distribution to online channels and social media platforms to increase web traffic
- Developed an editorial calendar and ensures content team in onboard
- Ensures compliance with decorum and law (e.g. copyright, data protection)
- Stayed up-to-date with developments and generates new ideas to draw audience’s attention
- Web Content Writer (Aug 2018-Sep 2018)
- Researched blockchain and cryptocurrency topics
- Wrote clear and informative articles regarding the recent news on blockchain and cryptocurrency
- Coordinated with marketing and design teams to illustrate articles
- Conducted simple keyword research and use SEO guidelines to increase web traffic
Concentrix
Cubao, Quezon City 1109 Philippines
Oct 2017 – Sep 2018
- Foundation Skills Trainer
- Facilitated communication excellence training
- Created development plan to address communication parameters, such as: Grammar, Pronunciation,
Pace/Intonation/Tone, Comprehension and Thought Organization - Conducted coaching and feedback sessions for trainees, tenured consultants and Support team
- Listened and monitored calls to identify communication opportunities
- Generated reports and communicates findings to the team
- Facilitated language calibration with Recruitment, QA and PST
- Assists Operations by conducting refreshers for grammar reinforcement to bottom-quartile performers
- Partnered with Operations in developing canned responses
Alorica
Quezon City Philippines
May 2016 – Jan 2017
- Product Trainer – BARCLAYS US
- Facilitated product training to new hires
- Conducted coaching and feedback sessions for trainees and tenured Relationship Managers
- Facilitated refreshers and roll-outs to the production floor to meet 100% completion as per Client-directive
- Tracked and created reports regarding 30-60-90 days’ performance of New Hires from product training to endorsement to operations
- Partnered with Trainers from US regarding peer-to-peer mentoring
- Built a strong partnership with Operations regarding meeting required metrics as per Client-request
- Involved in creation of materials to be shared across the floor regarding updates and reminders for the Relationship Managers
- Developed and created materials for training
Sutherland Global Services Philippines
IT Park Camarines Sur 4400 Philippines
Aug 2013 – May 2016
- Foundation Skills Trainer (Apr 2015–May 2016)
- Facilitated communication excellence training
- Created development plan to address communication parameters, such as: Grammar, Pronunciation,
Pace/Intonation/Tone, Comprehension and Thought Organization - Conducted coaching and feedback sessions for trainees, tenured consultants and Support team
- Listened and monitored calls to identify communication opportunities
- Generated reports and communicate findings to the team
- Facilitated language calibration with Recruitment, QA and PST
- Assisted Service Delivery by conducting refreshers for grammar reinforcement to bottom-quartile performers
- Partnered with Service Delivery in developing canned responses
- Sutherland Platinum Awardee for People on June 2015
- Product Trainer Apprentice (Oct2014–Dec 2014)
- Responsible for posting account-specific updates in a timely fashion
- In-charge of rollouts and refreshers regarding account-specific updates
- Made sure 100% roll-out compliance is achieved for every line of business concerned on or before the deadline
- Sutherland Platinum Awardee for Clients on October 2014
- Escalations Supervisor (Jan 2015–Mar 2015)
- (Back-end Animal Care)
- Communicated directly with the Clients to ensure customers’ negative experience will be controlled in Social Media
- Communicated directly with the Clients to prevent complaints being escalated legally
- Communicated directly to District Managers, General Managers and Store Managers regarding customer complaints
- Circles back with the customers to close the loop of escalation
- Escalations Supervisor (May2014–Sep 2014)
- (Inbound Customer Service)
- Handled escalated calls to resolve customer’s concern
- Managed escalated customer’s account to make sure promises and commitments were delivered (i.e. tracks refund, spam, order status)
- Attempted to win back the customer after a negative experience with previous consultants
- Customer Service Representative (Nov 2013–Apr 2014)
- Assisted customer’s concern regarding general inquiry, order placement and order status
- Managed the customer’s membership account
- Provided specific store information like product availability and services offered
- Tracked customer’s purchase history
Teleperformance Philippines
SM City Fairview Quezon City 1118 Philippines
Jan 2013 – Jun 2013
- Customer Service Representative (Hawaiian Airlines)
- Assisted the customers regarding flight reservations and status
- Managed the customer’s membership account
- Provided updates on missing baggage/s
- Documented customer complaints and courses it over to the proper department for closure
Stellar Philippines
Quezon City Philippines
Nov 2011 – Aug 2012
- Directory Assistant – Vodafone
- Answered 800 – 1000 calls a day to provide directory information
- Sent contact information of a certain business unit or establishment to a customer via SMS
EDUCATION
University of Nueva Caceres
Bachelor of Science in Accountancy
April 2002
Engineering Ateneo de Naga University
Bachelor of Science in Computer
2000 – 2002
Unibersidad de Sta. Isabel
Tertiary Education
1994 – 2000
