Experience

V Net Solutions
• Australia
• Retail
• 1 - 100 Employee
• Business Analyst

  • Oct 2022 - Present


SanMar

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Data Entry Team Leader

  • Mar 2022 - Oct 2022

  - Provide first contact point for all operational aspects of Consumer Support; discussions on productivity and service level commitments.- Oversee day to day service levels, managing workflow, escalations, effectively delegating across team and driving strategy in action to improve consumer experience.- Implement policies on the filing, documenting and approval of PTO and attendance administration.- Maintain an energizing, high performance teamwork environment reflecting PMI values, a collaborative team-based culture, and a service mindset.- Identify functional /behavioral training & development needs of employees to support team goals and objectives via Quarterly Performance Discussion.- Conduct team meetings to address issues and concerns and disseminate product/process updates.- Initiate regular meeting with global counterparts to ensure process alignment and address process gaps.- Ensure team meets and strives to exceed Key Performance Indicators (KPIs) on overall customer satisfaction, first contact resolution and proper request documentation/processing.- Analyze, review and resolve, and conduct performance trends and recommendation to drive performance and impact positive business outcomes.- Regularly monitor calls and responses (emails, service requests) to identify opportunities for process and quality improvement.- Identify operational issues or inefficiencies and lead process improvement initiatives to address the root causes.- Work collaboratively with stakeholders to drive revenue growth and improve operational processes and reducing overall business costs.- Generate reports based on team deliverables and present to management and stakeholders.- Collaborate when deploying new product/process launches and ensures SOP and Timelines are met.- Adhere to the regularization, performance appraisal, quarterly performance appraisal, rewards and recognition and development planning of the team. Show less

• Subject Matter Expert

  • Sep 2021 - Mar 2022

  Provides support to the whole team.- Cascades important information from calibration to make sure everyone in the team is aligned with the process updates.- Processes weekly quality audit and provides coaching opportunities to help specialists improve on their performance.- Daily tracking of team’s productivity.- Organizes weekly team meeting for additional information and refreshers

• Data Entry Specialist

  • Feb 2021 - Sep 2021

  - Accurately and efficiently enter orders following all protocols.- Follow all system requirements and utilize applications as trained.- Maintain productive and positive internal working relationships with team members and supervisors.- Stay informed on all communications and training to ensure accurate protocols are followed.- Extreme attention to detail and ability to translate material from emails and documents to an order entry system.- Ability to perform above minimum accuracy and productivity expectations.- Strong organizational and time-management skills.- Ability to consistently work well in a team environment.- Demonstrated proficiency in Microsoft D365 and Salesforce at the completion of training. Show less



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Assistant I

  • Oct 2020 - Dec 2020

  - Resolve customer complaints via phone. - Greet customers warmly and ascertain problem or reason for calling. - Cancel or update/replace online orders. - Assist with placement of orders, refunds, or exchanges. - Take payment information and other pertinent information such as addresses and phone numbers. - Suggest solutions when a product malfunctions. - Utilize computer technology to handle high call volumes. (VMWare, Avaya) - Work with customer service manager to ensure proper customer service is being delivered. Show less



FilWeb Asia Inc.

• Philippines
• Outsourcing/Offshoring
• 1 - 100 Employee

• Business Process Associate IV

  • Jan 2013 - Sep 2020

  - Effectively handled multiple accounts in different industries such as Retail, Residential, and Energy. - Successfully met clients’ expectations that led to long-term projects for the company. - Advanced knowledge on different email and marketing platforms. (Outlook, Thunderbird, HubSpot) - Knowledge on different kinds of website navigation and scraping for data gathering. - Provides effective on the job training to the newcomers on all the data gathering/entry/analysis tasks assigned to them. - Supports supervisor with any possible solutions to help solve clients’ concerns/inquiries. - Adaptable to learn new processes, concepts and skills. - Knowledgeable in using Excel formulas and macros. Show less


McDonald's Philippines (Golden Arches Development Corporation)
• Philippines
• Restaurants
• 700 & Above Employee
• Service Crew

  • Jul 2011 - Sep 2012

Jollibee Foods Corporation
• Restaurants
• 100 - 200 Employee
• Service Crew

  • Oct 2010 - Feb 2011