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Work Background
SURF CapitalClient Manager
Feb. 2014- Virtual Client Manager for a triple-bottom line asset management firm based in Singapore and New York, handling the organization’s administrative processes, recruitment, calendar and email management, research for high-level due diligence reports and the coordination and monitoring of project deliverables between the client and the organization. - Provides C-Suite support
- Manages back-office processes
- Had also served clients in the human resources and finance industries, providing virtual administrative and research support as needed, as well as improving their digital presence in the Internet. - Also help clients utilize an array of tools to manage their business from anywhere around the world
Mindful Mediation Pty LtdExecutive Assistant
Jun. 2012 - Dec. 2014- Responsible for process improvement, utilizing online tools to coordinate projects remotely. Successfully automated several processes, improving the mediators' efficiency - In charge of social media marketing and marketing database. Proficient in social media tools as well as Sendpepper/OfficeAutopilot, Eventbrite and Inbox Zero methods.
- Also provides administrative support for one of Australia's top mediators.
Innodata Isogen / EMCIDeployment Manager
Nov. 2007 - Dec. 2008- point of contact between client and center in executing new programs according to solution center and client specifications for a leading knowledge process outsourcing provider (KPO). - provided account-oriented services to internal and external clients
- coordinated internal resources in providing for the clients' existing and future needs.
- handled process improvement for the cluster (200+ FTE), reviewing account processes and implementing new processes to create more value to the customer. Projects included a paperless work-distribution system which eliminated 90% of paper used, a production reporting tool that measured actual productivity, reducing manpower costs by approximately 40% and enabling a more cost-effective bonus system and a new FTP retrieval process that ensured no item was left unprocessed.
NCO Group ManilaTeam Manager
Aug. 2007 - Oct. 2007- In charge of coaching and developing a group of 10-12 collectors for the recoveries program of the client, one of the largest financial institutions in the U.S. Team was consistently number one daily in terms of fees collected.
- Regularly monitored performance, metrics and call handling skills of the team and provided timely feedback to the agent using various reporting tools
- Spearheaded collection campaigns for the team.
FreelanceFreelance Writer/Researcher
Jun. 2006 - Dec. 2014Writer and researcher for several clients. Skills include writing and editing news, features and general interest articles and essays in psychology, business, marketing, health and other social sciences based on the client’s needs.
Sykes Asia, Inc.Project Implementation Manager
Nov. 2005 - Jan. 2007- Process owner for the provisioning of DSL connectivity for major accounts for the client (the largest telecommunications company in the U.S.). Accounts handled are major retailers and Fortune 1000 companies in the U.S.
- Handled escalations and special requests from accounts handled. Researched on root causes of problem orders and resolved them. - Trained and coached PIM assistants on call efficiency, call and account handling, analysis and leadership skills.
- Ensured that reports and milestones are delivered completely, accurately and on time
Advanced Contact Solutions, Inc (now Alorica)Operations Supervisor
Apr. 2004 - Nov. 2005- Team leader for residential accounts for one of the largest telecommunications company in the US handling teams of 16 agents.
- Coached and developed the agents in areas of opportunity like Call Resolution, Average Handling Time, Sales and Leadership. The teams handled were one of the best teams in quality and consistently the best improved. Last team handled was one of the top performers in the center, especially for quality scores – eventually hitting #1 for its segment for November, 2005 (#7 Overall Worldwide). Also successfully developed agents for promotion to various positions. - Conducted regular training to update the team's product knowledge and communication skills. - Provided floor support to the team on techniques, call resolution and system navigation
- Regularly monitored performance, technical and call handling skills of the team and provides timely feedback to the agent using various reporting tools.
ACS Development and Property Managers, IncCustomer Relations Manager
May. 2003 - Mar. 2004• In charge of Marketing, Sales and Reservations, including business development and implementation of marketing and sales strategies and compensation plan • Developed and organized policies and procedures for reservation, front desk, housekeeping and marketing support departments • Managed marketing research on competitors for product development
• In charge of recruitment and screening of agents and staff • Developed the prospectus
Entrepreneurs School of Asia (formerly Thames International Business School)Management Trainee/Researcher
Dec. 2000 - May. 2003• Major handler of customer inquiries, complaints and requests • Created study guides and curriculum development for general education subjects. • Provided quantitative and qualitative reports and analysis of student performance and sentiments.
• Developed teaching aids for several modules (e.g. Organizational Behavior for Heriot-Watt University MBA class). • As interim head of admissions, developed standards used to determine the acceptance of applicants, including entrance test development and improvement. Was also responsible for the recruitment, screening and admission of incoming freshmen students. - Acted as liaison between academics and marketing departments. Also helped the Dean of Entrepreneurship process and implement CHED and DepEd requirements. - Also led telemarketing efforts in several school and marketing activities
Platinum Plans Philippines, Inc.Billing Section Head/Executive Assistant
Jan. 1999 - Dec. 2000As Billing Section Head
• Reported directly to the Department Head in charge of five staff members. • Responsible for the generation and timely release of collection reports, analysis, reinstatement of lapsed plans, and billing statements. Reduced processing time from two weeks to 3 days.
• In charge of taking care of customer complaints regarding billing concerns. As Executive Assistant
• Responsible for the timely distribution of communication and directives from the President/FVP to the senior support and sales officers. Also provided clerical and administrative support. • Personally handled customer requests and complaints thus significantly reducing complaints handled by the Group head (FVP). • Together with the Customer Service Officer, organized and developed the Customer Service Department. • Responsible for collating, condensing and analyzing reports from the various departments under the Group (Plan Processing, Claims and Benefits, Conservation, Billing and Collection and Customer Service).
AMA Group of Co. / Y2k CommissionAdministrative Assistant
Jul. 1998 - Jan. 1999• Provided administrative and clerical support to the Philippine Y2K Commission
• Gathered and collated data to start database for Philippine Y2K compliance.
• Assisted in analyzing and editing of reports.
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