Experience

• 

  Lifestyles Asia Pacific Philippines Inc.,

  • Distributor Relations Supervisor

    • Aug 2014 - Present

    - Head of Distributor Relations Department and manages Operations specific to Customer Service and process adherence- Observes and recommends improvement to the processes- Provides coaching for the development of members of the department, document performance observations, facilitate training an...

• 

  kgb

  • Training and Development Officer

    • Jan 2013 - Aug 2014

    - Surveys call center floor for agents in need of assistance and handle escalated issue as needed.- Provides coaching for the development of agents in the team, document performance observations, facilitate training and transition modules.- Involved in process documentation and recommend improvements- Maximize the productivity and performance of the team by sharing product knowledge, best practices, technical support and training- Gathers data, analyze and prepares different types of reports needed to support and evaluate the business- Coordinates with different departments to ensure over all policy and process adherence- Establish good B2B and B2C relationship by prioritizing quality and client/consumer satisfaction

  • Merchant Services - US Merchant Support

    • Aug 2012 - Jan 2013

    • Manages mailbox queue in a professional and precise manner to ensure that all emails are handled or forwarded to the correct department• Assists Customer Care team in contacting merchants to provide resolution to customer's concern• Communicate with merchants in order to resolve any issues with regards to the deal• Assists merchants with any additional concerns and queries that they have

  • Merchant Services - Invoicing

    • Aug 2011 - Jul 2012

    • Performs back office and administrative support for US kgbdeals• Handles back-end billing, invoice process, and account reconciliation• Ensures that all funds are captured in CMS, Paymentech, and PayPal by preparing the reconciliation report• Checks and verifies the MOF (contract) to ensure that price, merchant revenue share, payment terms, legal name, mailing address, tax ID, and bank information are correct • Assists merchants with their concern about payments and account reconciliation by providing a detailed payment history and invoice aging reports• Manages mailbox queue in a professional and precise manner to ensure that all emails are handled or forwarded to the correct department• Provides assistance to US Accounts Payable team in writing off invoices to clear a merchant’s account • Communicates to our US counterparts on a day-to-day basis• Pioneer of the merchant support team

  • Merchant Services - Customer List

    • Dec 2010 - Aug 2011

    Provides merchants with their customer lists on a daily basis

  • Customer Service Representative - UK Directory Enquiries

    • Nov 2010 - Dec 2010

    Assists customers who are requesting for numbers, train times, movie times and other details available for businesses and residential listings in the Uk

  • Customer Service Representative - Pizza Hut

    • Nov 2008 - Nov 2010

    Handled inbound calls from US customers who would like to place ordersProvides resolution to additional customer concerns

• 

  The Pizza Company

  • Cashier

    • Oct 2007 - Jun 2008
• 

  HM Group of Companies

  • Maintenance Secretary

    • Nov 2006 - Aug 2007

    Responsible for preparing several reports needed by the businessEncodes job orders, creates memorandum, irregularity and technical reportsPrepares work schedulesDocument bus drivers’ complaints with regards to bus body and mechanical damagesTransmitting and receiving invoices to and from Purchasi...