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Work Background
TelstraAccount Manager - EMEA
Sep. 2019Philippines
IBMSenior Project Manager Assistant (Document Management)- Bilingual
May. 2017 - Sep. 2019PhilippinesAgile Iteration Manager leading a squad of 12 people (agile ceremonies and values)
Organizing, initiating, managing and tracking the RFS
Implement Process Improvements
IBMProject Manager Assistant - Bilingual
Jan. 2016 - Apr. 2017NCR - National Capital Region, PhilippinesOrganizing, initiating, managing and tracking the RFS
Applying knowledge of Client and contract to the RFS process. Manage key performance indicators and metrics. Develop client relationships through regular meetings.
Use WW RFS Tool (PgMP) to track and manage RFS
Implement Process Improvements
IBMFrench Bilingual HR Services Administrator
Jun. 2013 - Dec. 2015Quezon City, PhilippinesReceive inbound calls from customers and answer questions, as well as question
participants to obtain full understanding of what information is being requested.
Educate callers on client processes whenever necessary
Document all calls with regards to caller’s inquiries accurately using Call Tracking
System.
Provide quality customer service on every call.
Communicate clearly and effectively with participants
Performs other tasks as required
Interaction with others
Communication with internal and external functional areas as required.
Time Keeper: In charge of the monthly Attendance Reports.
Shared resources for 4 different accounts
Other assignment:
o Temporarily assigned to the processing of the address and facility changes made
by US employees which affects their tax withholdings (Back office)
o Processing the W4 request: setting up or Updating Employees’ Tax elections
o Conducted Peer – to – Peer training: Address and Facility changes
o Conducted Training final exam for Rio Tinto New Hired
o Case management: Calling back employees to provide resolution/s – conducting
primary investigation for cases assigned to Tax team
The Minacs GroupExecutive Team Trainer
Oct. 2012 - Jun. 2013Makati City, philippines Conduct New Hire Process Training (French/English): Balance Transfer inbound and
outbound, card Acquisition Inbound and Outbound.
Conduct refresher Trainings
Conduct cross training: credit Wise (Insurance), Cross Sell
Maintain training Quality as per process SLA
Content creation & Development
Ensure compliance to all process training related activities
Leading the teams in transition
Handling customers calls and calibration session for assigned slots to update process
knowledge
Calls Monitoring
The Minacs GroupFrench Customer Representative/Call Back Specialist,
Jan. 2012 - Oct. 2012Philippines Handling Inbound and Outbound credit card applications for French and English
customers
Handling Outbound calls for Cross sell campaign
Handling call back: retrieving calls with fatal error(s) and calling back customer to
reconfirm information or correct inaccurate product information.
Symphony Marketing SolutionsAssociate Data Analyst
Sep. 2009 - Jan. 2011Bengaluru Area, India Keycatting, Coding and classification of items in a methodical and meticulous manner as
proposed in the SLA by the client
Maintaining the clients databases
Demonstrated ability to meet or exceed performance standards and quotas
Building customer category database for the major manufacturers of consumer product
goods (CPG) industry.
Working directly with the clients, understanding their requirements and ensuring timely
delivery of the databases
Handling client requests and making the changes to the databases accordingly.
NGO Tabernacle MinistrySecretary
Jan. 2006 - Jun. 2009Cote D’Ivoire (Ivory Coast)Established and maintained quality relationships with customers through courteous
customer service
Calls management, diary management and planning manager of the service
Organizing meetings, maintenance, monitoring and classification of all records of the
service
Developed rigor, independence, listening skills and diplomacy
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