Experience

HME Home Health

• Canada
• Hospitals and Health Care
• 1 - 100 Employee

• Fulfillment Manager

  • Jan 2023 - Present

• Inside Sales Lead / Fulfillment Supervisor

  • Apr 2022 - Jan 2023



AbeBooks, an Amazon company

• Canada
• Technology, Information and Internet
• 1 - 100 Employee

• Senior Customer Success Associate

  • May 2020 - Mar 2021

  · Introduced process improvements to ensure operational efficiency, excellence, and increased productivity by introducing changes, through User Stories & decreased incoming tickets by 14% in 2021, while simultaneously increasing Agent output by 18%. · Provided buyer and seller support by solving complex technical and non-technical problems through advanced troubleshooting methods and using SQL, Jira, and other in-house tools. Including but not limited to Logistics, Accounting, Taxation, Finance, Marketing, and Global Marketplace Business Practices. Show less



Rogers Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Retail Sales Associate

  • Nov 2017 - May 2020

  Rogers Communications (Fido Brentwood, Burnaby & Rogers Mayfair, Victoria): Retail Sales Associate from November 2017 to Present • Consistently met at least 20% of monthly sales targets and developed strong relationships with new and existing customers through strong customer service and rapport building skills. Rogers Communications (Fido Brentwood, Burnaby & Rogers Mayfair, Victoria): Retail Sales Associate from November 2017 to Present • Consistently met at least 20% of monthly sales targets and developed strong relationships with new and existing customers through strong customer service and rapport building skills.



Slack

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Help Desk Support Specialist

  • Apr 2018 - Jul 2018

  SLACK Technologies (Vancouver): Help Desk Support from April 2018 to July 2018 (Contract) • Meticulously and efficiently supported day to day issues on Mac/PC systems, mobile devices (iOS/ Android), Office Printers, A/V, and video conferencing systems, particularly Creston and Tricaster. SLACK Technologies (Vancouver): Help Desk Support from April 2018 to July 2018 (Contract) • Meticulously and efficiently supported day to day issues on Mac/PC systems, mobile devices (iOS/ Android), Office Printers, A/V, and video conferencing systems, particularly Creston and Tricaster.



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Bilingual Quality Assurance Analyst - Spanish

  • Jul 2015 - Sep 2017

  · A highly efficient & methodical Quality Assurance Analyst for 4 accounts with considerable experience in developing and implementing quality controls using Lean Six Sigma practices in an Information Technology Outsourcing Environment. · Responsible for all activities involving quality assurance, compliance, training, & onboarding.· Developed & implemented quality management programs & initiatives, conducted audits, reviews & analyzed the data & documentation to ensure targets where met consistently.· Selected to be an ad-hoc member of the Global Lean Six Sigma Team & took part in their training & certification. · Lean Six Sigma Project ○ QA Owning the Ownership Statement: Improved Agent Quality Assurance metrics by 85% in 6 months and exceeding projected targets by 35%. ○ Worked with Management in identifying and understanding key metrics that measured business-unit performance, created scorecards, monitored process performance over time, drove change and facilitated collaboration across teams. ○ Applied design principles in developing plans, implementation and deliverables based on scope and timeline.Managed and tracked progress based on a work breakdown structure and measured performance that provided insight and helped in the timely delivery of project goals and metrics. Show less

• Bilingual Technical Service Desk Analyst in Spanish & English

  • Sep 2014 - Jul 2015

  · Provided front-line technical support for the account’s English & Spanish speaking end users ensuring a high level of customer satisfaction that consistently earned positive feedback from Management & Clients for professionalism, problem solving skills & technical knowledge.· Provided frontline IT support to technical & non-technical personnel & proactively remained up-to-date on the latest technologies & solutions of company products.Imparted new knowledge & learnings to the team for overall performance improvement. Show less



Obsidian Taekwondo Club

• Mandaluyong Philippines

• Entrepreneur

  • Mar 2008 - Sep 2017

  Obsidian Taekwondo Club, duly registered under the Philippines Taekwondo Association, officially opened its doors to aspiring jins of all ages last March 21, 2008. Under the tutelage of Coach Renato "Jon" Sera Josep, who has been a taekwondo instructor for the past 10 years. Coach Jon has taught at the Lourdes School, St. Theresa's QC, OB Montessorri & Don Bosco Makati, under Coach Noli Gabriel. A 2nd Dan Blackbelt!! Coach Jon has molded hundreds of young and old jins alike to perform at their very best. "To Be Good! To Be Brave! To Be Strong!" Show less



Bijoux by Lori Hermoso

• Meycauayan Bulacan

• Director

  • Jun 2000 - Sep 2017

  · Developed a managerial standard operating procedure to ensure continued growth and success in all departments. · Responsible in handling the company’s cash flow & finances that resulted in savings and increased annual profit & productivity. · Collaborated in creating the new image of Bijoux and generated an average annual increase of 25% in sales, 35% increase in production by implementing new techniques in jewelry design & production. · Spearheaded the rebranding & marketing of Bijoux by Lori Hermoso & generated over a 100% increase in sales by attaining multiple media mileage in the country's largest broadcasting network Increased production by 200% by learning & implementing new techniques in jewelry design & ensuring the efficiency & quality of work. Show less



Obsidian Jewelry by Bianca Hermoso

• Mandaluyong Philippines

• Entrepreneur

  • Oct 2013 - Apr 2016

  COMPANY PROFILE: Obsidian Jewelry by Bianca Hermoso is in direct collaboration with Bijoux by Lori Hermoso, formerly known as Bijoux Jewellers Corporation. We have been in the jewelry business for over 30 years and the knowledge, experience and the well-earned reputation of providing high quality & reasonably priced jewelry has been well established. We manufacture high quality jewelry for wholesalers, retailers and for personal use in and around the world that can compete with international standards in quality, craftsmanship and design, thus creating products that are unique in representing art, design and culture. Our mission is to provide the finest Philippine made jewelry to consumers while maintaining & embodying in our local products both traditional and innovative designs using the best Filipino artisans in handcrafting these products using the latest technology. And our vision is to be able to establish Philippine made jewelry products in the international jewelry industry as a product to be reckoned with. PRODUCT & SERVICE OFFERINGS: Fine Jewelry, Custom Made Jewelry, Redesigning (Resetting) of Old Jewelry, High End Corporate Give-Away, Luxury Pet Jewelry and more! Ring Earrings, Pendants, Necklaces, Bracelets, Bangles, Anklets, Wedding Rings, Engagement Rings, Brooches, Tiaras and more... Gold, Silver, Diamonds, Rubies, Emeralds, Sapphires and other Genuine Colored Stones etc... South Sea Pearls, Cultured Pearls, Keisha Pearls, Mobe Pearls, Fresh Water Pearls etc... Jewelry Design and much much more.... Ordering can be made by sending me a private message. Don't worry your inquiries will be kept in private. Show less



LifeScience Center for Wellness and Preventive Medicine

• Taguig City, Philippines

• General Manager

  • Jan 2013 - Sep 2013

  · Worked with various stakeholders, cross functional teams and clients in restructuring & re-aliging operational policies, protocols & procedures in medical & non-medical departments which resulted in improved revenues by more than 10% within the year. · Kept track of objectives, goals, measures and metrics that were established that ensured a high degree of quality and services were being delivered Increased client traffic & retention by boosting customer service offerings and employee efficiency & performance through intensive trainings modules that resulted in a more effective & methodical team of professionals . Show less



Sexy Solutions by Belo

• Operations Manager

  • May 2011 - Oct 2012

  • Increased profits by 935% in a span of 6 months with an R.O.I. in less than 1 year. • Spearheaded the marketing campaign that included Out-of-Home, Print & Digital Campaigns and saved 38% of the 2011 marketing budget. • Successfully opened 3 new branches: Belo Medical Makati, Sexy Solutions by Belo Taguig & Tomas Morato. • Increased profits by 935% in a span of 6 months with an R.O.I. in less than 1 year. • Spearheaded the marketing campaign that included Out-of-Home, Print & Digital Campaigns and saved 38% of the 2011 marketing budget. • Successfully opened 3 new branches: Belo Medical Makati, Sexy Solutions by Belo Taguig & Tomas Morato.



Belo Medical Group, Inc.

• Philippines
• Wellness and Fitness Services
• 200 - 300 Employee

• Branch Manager

  • Feb 2011 - May 2011



Krazy Garlik under the Bistro Group of Companies

• Makati Philippines

• Restaurant Manager

  • May 2010 - Jan 2011

  • Responsible for managing a staff of 50 employees within the restaurant including the selection, development and performance management. • Optimized profits and increased sales by upholding quality standards, product quality, and international food safety standards. • Responsible for managing a staff of 50 employees within the restaurant including the selection, development and performance management. • Optimized profits and increased sales by upholding quality standards, product quality, and international food safety standards.



TGI Fridays

• United States
• Restaurants
• 700 & Above Employee

• Restaurant Manager

  • Sep 2009 - Mar 2010

  • Responsible for managing a staff of 50 employees within the restaurant including the selection, development and performance management. • Optimized profits and increased sales by upholding quality standards, product quality, and international food safety standards. • Responsible for managing a staff of 50 employees within the restaurant including the selection, development and performance management. • Optimized profits and increased sales by upholding quality standards, product quality, and international food safety standards.



IHG Hotels & Resorts

• United Kingdom
• Hospitality
• 700 & Above Employee

• Bilingual Spanish Customer Service Representative

  • Oct 2008 - Aug 2009

  • Handled calls & correspondences from “Priority Club” members & hotel chains worldwide with program concerns in a timely & efficient manner before, during and after their stay. • Coordinated with hotel chains in Europe and Latin America with their program needs with regards to hotel chain policies, processes, and procedures under the “Priority Club” program. • Handled calls & correspondences from “Priority Club” members & hotel chains worldwide with program concerns in a timely & efficient manner before, during and after their stay. • Coordinated with hotel chains in Europe and Latin America with their program needs with regards to hotel chain policies, processes, and procedures under the “Priority Club” program.



DBWizards Microsoft Certified Gold Partner

• Makati Philippines

• Intern

  • Apr 2006 - Jun 2006

  Project Name: Shinsei Project Scope: Migration of e-Wizard (Enrollment System) from Oracle platform to .NET platform Project Name: Shinsei Project Scope: Migration of e-Wizard (Enrollment System) from Oracle platform to .NET platform



Philippines and Spanish Alliance Conference for the Department of Trade & Industry

• Makati Philippines

• Spanish Interpreter

  • 1998 - 1998

  • Responsible for facilitating communication between the Filipino and the Spanish delegates. • Responsible for supplying all delegate needs. • Responsible for facilitating communication between the Filipino and the Spanish delegates. • Responsible for supplying all delegate needs.



Spanish Family

• Madrid Area, Spain

• Private English Tutor

  • Jan 1996 - Jan 1997

  • Enriching the grammar and writing skills of two Spanish children, with English as their second language. • Expanding their English vocabulary and ensuring the use of proper pronunciation and syntax of the English language • Increased their confidence in using the English language • Equipped them with the ability to converse well in both Spanish and English languages as a means of communication • Enriching the grammar and writing skills of two Spanish children, with English as their second language. • Expanding their English vocabulary and ensuring the use of proper pronunciation and syntax of the English language • Increased their confidence in using the English language • Equipped them with the ability to converse well in both Spanish and English languages as a means of communication