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Global Kaizen Group
Works closely with multiple clients: Road to Recovery, Unison Health, Tailored Health, etc... Works with Principal/ CEO of the company on various tasks such as:
Email and Calendar Management
Marketing tasks – social media marketing and monitoring. Manages Reports - SPEC
Manages and Processes Billing/ Invoices sent to Clients.
Respond and work on communications (business letters, emails, chats) as necessary. All other Adhoc tasks sent through dictations by Owner Principal.

Jan 2018 – Jul 2018 (7 Months) Project Hero
Cube Care Co – Remote
Works on Reports sending follow ups to individuals or departments Answers to CEO on direct tasks assigned.
Works on Shipping and Pick Up Schedules
Tracks and Follow Up Shipments to make sure orders or items are not delayed
Manages/ Requests Quotes and Rates for shipments
Works with Shipping Companies to get deals needed for approval
Sent Approval details with reasons, Sends/ Creates Bill of Lading or Labels to vendors for a shipment request. Creates Purchase Orders for Freights or Shipping PO. Manages Invoices and disputes with Accounting Department Manages receipts of packages after confirmation at receiving.
Counter checks all details and uploads to Shared Folder for further verification.

Sept2017–Dec2017 (3 Months) Virtual Assistant - Remote
Criteria Management
Receives Calls Customer regarding their reservation requests, inquiries and concerns that may need follow-up.
Process Reservations
Manages Email providing responses to customer reservation, booking requests

Oct2015–Aug2017 (1Yearand10 Months) Subject Matter Expert
IBM Business Services | Nuvali, Santa Rosa Laguna, Philippines
Manages Desk Performance by constant monitoring of queue and their email, chat, phone or web.
Tasked to do Administrative Work for Technical and Banking based Account.
Coaching Agents to promote individual growth and get buy backs ensuring efficient and productive work.
Attends Meetings for Touch Base and Calibrations with Operations Team Leaders/ Managers to discuss Updates and AFDs of the accounts.
Accepts Escalated Calls with higher severity account issues to emphasize one call resolution. Calls Customer regarding their account requests, inquiries and concern that may need follow- up.
Additional and multiple roles assigned:
HR Recruiter/Engagement:
Manages interviews as requested by HR Recruitment team to have a sign off from Ops Team on Applicant Job Offers.
Shortlisting possible Candidates through the norms and basic qualifications needed for the job. Filters and work on applicant interviews checking red flags
Works with Ops Engagement and Employee relations on weekly hubs, birthday events and town halls for employees.
Process Champ:
Creates/ Authors, Modifies and Approves Process Documents
Trained for Records Management and compliance with company policies.
Reviews work flows and check points for possible risk and updates to help improve on desk performances.
Creates Value Stream Mapping to ensure efficient flows for all processes made.
Escalations Manager:
Manages Client Escalations providing responses thoroughly investigated.
Requests Department RCA or collaborates to find the underlying cause of the issue including actions that needed to address the case.
Provides feedback and coaching to representatives/ manager in question. Recordings offenses/ escalations and follows corrective action process to instigate turn outs as soon as possible to resolve issue.
Incident Manager:
Collaborates with departments on Incident Case Management making sure processes completed including notifications and follow-ups.
Reviews report for risks management with Desk Managers Create report and is submitted for SDM reviews.

Jan 2013 - Sep 2013 (8 months)
Salesforce Certified Advanced Administrator - Technical Support Professional Tier 2
Convergys Inc. | Makati City, Philippines
Communicates to clients through Email and does outbound calls if necessary.
Manages Organization’s Cloud Database (Salesforce.com)
Certified Advanced System Administrator for a Cloud Computing Database under Salesforce.com. Supported Salesforce Issues within the following Skill Groups:
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- Assignment Rules, Auto Response Rules, Email to Case, Web to Case, Web to Lead
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- Approvals and Workflow flow, Custom Objects / Fields, Sharing Rules, Validation Rules, Field Level
Security, Page Layout / Record Types, Installing apps from AppExchange
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D. Data Management
- Articles, Content, Library, Files/ Document, Data Import / Data Export, Import Wizard, Data Loader, Data Backup, Mass Transfer / Delete / Update Records, Sandbox
E. Email
- Email Delivery, Email Templates, Mass Email
F. Desktop Integration
- Connect for Outlook, Salesforce for outlook Integration, Email to Salesforce
G. Mobility
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Works on Shipping and Pick Up Schedules Tracks and Follow Up Shipments to make sure orders or items are not delayed Manages/ Requests Quotes and Rates for shipments Works with Shipping Companies to get deals needed for approval Sent Approval details with reasons, Sends/ Creates Bill of Lading or Labels to vendors for a shipment request. Creates Purchase Orders for Freights or Shipping PO. Manages Invoices and disputes with Accounting Department Manages receipts of packages after confirmation at receiving. Counter checks all details and uploads to Shared Folder for further verification. Sept2017–Dec2017 (3 Months) Virtual Assistant - Remote Criteria Management Receives Calls Customer regarding their reservation requests, inquiries and concerns that may need follow-up. Process Reservations Manages Email providing responses to customer reservation, booking requests Oct2015–Aug2017 (1Yearand10 Months) Subject Matter Expert IBM Business Services | Nuvali, Santa Rosa Laguna, Philippines Manages Desk Performance by constant monitoring of queue and their email, chat, phone or web. Tasked to do Administrative Work for Technical and Banking based Account. Coaching Agents to promote individual growth and get buy backs ensuring efficient and productive work. Attends Meetings for Touch Base and Calibrations with Operations Team Leaders/ Managers to discuss Updates and AFDs of the accounts. Accepts Escalated Calls with higher severity account issues to emphasize one call resolution. Calls Customer regarding their account requests, inquiries and concern that may need follow- up. Additional and multiple roles assigned: HR Recruiter/Engagement: Manages interviews as requested by HR Recruitment team to have a sign off from Ops Team on Applicant Job Offers. 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