日本と海外をつなぐクラウドソーシング

Aktus Global Management Inc.

Implementation Manager

2018/01～

- Set up the company policy management framework.
- Work with department heads in the policy creation, implementation and compliance monitoring.
- Align the policies towards the company mission and vision.
Review compliance, performance and strategic skills of teams; suggest initiatives for process improvement; and facilitate the transition to project owners.
- Determine the benchmark, TBAs, and proposed action plans for achieving the set goals of all teams.

Aktus Global Management, Inc.

Assistant Operations Manager

2017/07～ 2018/01

Mapped, implemented, measured and controlled various Customer Happiness and IT Helpdesk processes and initiatives. Analyzed and rolled out training programs for CH and ITHD Teams. Determined the benchmark, TBAs, and proposed action plans for achieving the set goals of both teams.

Achievements:
• Established the CHT Issue and IT Helpdesk Ticket Handling Processes.
• Set up the KPIs for both team.
• Created the Recruitment to Onboarding Processes, which saved approximately 20% in time charges.
• Spearheaded identification of Training Needs Analyses and suggested programs for the coaching and mentoring initiatives. • Delivered regular training for Customer Service, Process Mapping and Improvement.
• Consulted on various programs: IT Security, Access Management, Records and Documents Management, Knowledge-based Management, and Service Quality Management and Performance Management of the company.

Oracle (Phils.) Corporation – Health Sciences Global Business Unit

Quality Analyst

2015/01～

Mentored and monitored Tier II engineers’ tickets and emails and closely assisted in their development and training, in compliance with the established quality targets and department’s standards/SOPs. As an ad hoc, managed the access termination of employees leaving the organization or transferring to other business units.

Achievements:
• Developed initiatives to manage and utilize KB articles; enhance the triaging process; and shorten ticket turnaround timelines.
• Delivered in-depth reports and feedback that boosted the teams’ QA and CSAT performance.
• Trained QAs and team managers CSAT platform.
100% compliance in processing termination and transfer checklists for both FTEs and contractors.

Merlin Information Systems Philippines, Inc.

Quality Assurance Specialist

2011/08～ 2015/04

Evaluated tickets handled by Tier II engineers and Tier 1 analysts, analyzed trending behavior and provided feedback to address the top drivers.


Achievements:
• Recognition for increased team compliance with the processes and error reduction
• Structured the process for negative customer experience investigation, follow up and documentation.
• POC for the Customer Dissatisfaction Process
• Trained support teams and managers on the QA and CSAT programs

Transcom Worldwide Philippines, Inc.

Quality Assurance Specialist

2008/05～ 2011/07

Audited and analyzed call trends using key point indicators, coach agents, process design and development to enhance the campaign, and validated and certified new representatives. Managed the training of quality assurance specialists for the trial audit process.


Achievements:
• Improved order fulfillment process for Inbound Sales teams.
• Restructured the QA and CSAT process
• 100% compliance in new Quality Assurance Specialists’ on-boarding, training validation of agents, investigation of client escalations and exceptional service nominations and focused monitoring.

Transcom Worldwide Philippines, Inc.

Tele-Service Representative

2007/01～

Provided technical and order fulfilment support to customers by effectively using applicable resources.

Achievements:
• Recognitions for topping the KPIs, especially CSAT.
• Promotion to Quality Assurance Specialist.

Dynamyx Business Solutions, Inc

Customer/System Support – RB 2000

2005/12～ 2006/10

Relayed software findings/complaints to and from the programmers and helped with the testing process prior to final application at the clients’ ends. Acted project manager and provided periodical assistance in marketing and other administrative tasks.

Achievements:
• SLA Compliance (issues/client requests, product/feature launch, maintenance activities).

Econcepts International Company

Marketing Executive

2002/08～ 2005/11

Sourced out new and potential buyers by representing the company in various local and international trade fairs shows, and managed customers’ orders from product development to post-sales support. Facilitated the establishment of two provincial branches for production.

Achievements:
• Increased sales and production volume by 35%,
• Customer retention and acquisition

OnlineJobs PH

Freelancer - Real Estate Virtual Assistant

2017/07～ 2017/11

Worked as a virtual assistant for a real estate company in New York, providing the following services:

Social Media Management
Calendar Management
Email Handling
Calendar Management
CRM Administration
Email and Digital Marketing
Records Management
Technical Documentation
Reporting and Analyses
Process Mapping and Improvement

Upwork

Freelancer - Virtual Assistant

2018/01～

As a Virtual Assistant for a CEO, I handled the following tasks:

Market and supplier research
Calendar management
Collaboration with various product and service providers
Administrative tasks

Upwork

Freelancer - Virtual Assistant

2018/01～

Working as a virtual assistant for a CEO in the Coaching/Performance and Personal Development business performing the following:

Market research
Digital promotions
Event organizing
Social Media Management
Administrative tasks
Reports and Analyses