Office Employee
Office Employee looking for employment in London
Objectives:
To work in a reputable company and contribute in its success trhough my skills, knowledge and expertise.
Skills:
Knowledge in Microsoft Word, Excel, Power Point and Visio. Acquainted with operations of facsimile and photocopier machines.
Work Experience:
Smart Communications, Inc.
Team Leader-Sales Process and Systems (Sales Strategies and Systems) (June 01, 2009 – present). Work involves end-to-end sales and aftersales process creation and product launch. Coordination with concerned groups in completion of process and product launch. Ensures implementation and checks effectiveness of approved created processes. Revisits processes and finds ways to enhance the same. Monitors and appraise performance of team members based on agreed Key Result Areas (KRA).
Senior Reports Management Officer (Corporate Business Group – Fulfillment Group) (January 01, 2008 – June 01, 2009). Work involves coordination with IT and other dependencies with regard template design/s and data needed to complete reports. Gathering, validation, collation, generation and analysis of data from different sources. Completion of daily, weekly, monthly, quarterly, bi-annual and annual reports and ensures accurate and timely submission of the same. Review, creation, assessment, testing and implementation of report templates for both standard and special report requirements. . Creation of presentation (i.e. Graphs and PowerPoint) based on generated report/s for executive committee’s appreciation. Work also involves coordination with dependencies in completion of business and financial documents for corporate biddings.
Senior Business Process Writer / Senior Special Project Officer / Senior Auditor – (Corporate Business Group - Fulfillment Group) (October 01, 2005 – December 31, 2007). Work involves conceptualization, coordination, creation, implementation and post review of corporate operations business process models. Special Projects handling (created and/or assigned). Release of product, service, and process advisories via email. Daily post review of documents and Service Orders created by encoders via SMART systems to ensure accuracy of transaction processing.
Auditor – (Customer Care Operations Quality Audit) (June 01, 2004 – September 30, 2005). Work involves intensive Wireless Center transactions and operations quality audit. Conducts unannounced visit to different SMART Wireless Centers to ensure implementation of prescribed and approved policies and procedures for different Customer Care operational functions.
Business Development Officer / Events Coordinator – (Customer Care Support Services – Usage and Retention Group) (August 31, 2003 – May 31, 2004). Work involves end to end handling of branch based Local Store Marketing (LSM), co-branding and tie-ups for SMART Wireless Centers in coordination with different Marketing product groups (SMART Buddy, TNT, etc.). Designs, coordinates and implements usage activities for SMART products’ events. Coordinator for Marketing Events Group’s manpower requirements and activities. Lead Customer Care Officer – (Customer Care Support Services - Campaigns Management Group) (June 01, 2002 – August 31, 2002). Work involves end to end handling of revenue generating projects / programs in coordination with different Marketing product groups (SMART Gold, Addict, Buddy, TNT, etc.).
Lead Customer Care Officer – Team Leader / Officer in Charge (Customer Care Support Services - Reports Management Unit) (May 16, 2001 – May 31, 2002). Work involves staff supervision and evaluation. Quality assurance of work processes within RMU. Validation and verification of data received from different sources. Creation and enhancement of Transaction Templates being used by different data sources. Gathering, collation, processing and analysis of data from different sources. Generation of general and specific reports and submission of the same to Customer Care Management Team and different Department Heads. Coordination with Wireless Centers, Call Centers, Customer Management Officer Team, Technical Fault Reporting Center and other departments in completion of the weekly, monthly, quarterly and annual Customer Care Executive Summary Reports.
Lead Customer Care Officer - Team Leader (Customer Care Support Services - Internal Support Unit – Endorsed Account) (August 9, 2000 – May 15, 2001). Work involves staff supervision and evaluation. Handling of accounts endorsed by top management and other departments for subscribers’ After Sales concerns. Receipt of endorsements, recording, distribution and follow-up from respective Customer Care Officer on action taken on subscriber’s concern. Ensure strict compliance of the Standard Level of Agreement in concern processing. Coaching and counseling of team members. Composition and sending of reply letter to subscribers to apprise them of the action taken on their requests, inquiries and concerns. Formulation and standardization of reply letters for the use of the group. Generation of daily, weekly and monthly productivity reports for evaluation and recommendation purposes. Coordination with other departments and institutions for the resolution of subscriber’s concerns and other matters.
EXPRESS TELECOMMUNICATION COMPANY, INC.
San Miguel Avenue, Ortigas Center, Pasig City, Philippines
(January 02, 1997 – July 26, 2000)
Customer Care Research Officer. Work involves staff supervision and evaluation. Frontline and telephone dealings with customers for after sales service applications and requirements. Receipt of incoming correspondences, distribution and follow-up from respective Customer Service Assistant on action taken on subscriber’s concern. Act on cases with primary concerns. Drafts, encodes and send reply letter to subscribers to apprise them of the action taken on their requests, inquiries and concerns. Formulation and standardization of reply letters. Creation, preparation and administration of Customer Survey. Gathering, processing and analysis of various monthly and quarterly surveys. Generation of monthly reports of correspondences and surveys for evaluation and recommendation purpose. Drafts provisions and guidelines for company promotions. Completion of regular statistical reports coming from the Business Offices. Coordination with other departments and institutions for the resolution of subscribers’ concerns and other matters. Monitoring of VIP subscriptions.
Education:
UNIVERSITY OF STO. TOMAS
Espana, Manila, Philippines
Bachelor of Arts in Philosophy (Batch 1996)
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