Full-Time

English

Philippines

HOLY ANGEL UNIVERSITY

2013 - 2016

Bachelor of Hotel and Restaurant Management

– Calendar Management: Scheduling appointments, meetings, and events, and coordinating logistics.– Email Management: Screening, prioritizing, and responding to emails on behalf of the executive.– Travel Arrangements: Booking flights, accommodations, transportation, and handling itinerary details for business trips.– Meeting Coordination: Organizing meetings, preparing agendas, taking minutes, and ensuring necessary materials are distributed.– Document Preparation: Drafting, editing, and formatting documents such as reports, presentations, and correspondence.– Correspondence Handling: Managing incoming and outgoing correspondence, including letters, faxes, and packages.– Research: Researching various topics to gather information and prepare reports or briefs.– Project Coordination: Assisting with project management tasks, such as tracking deadlines, monitoring progress, and coordinating team efforts.– Event Planning: Assisting in the planning and execution of events, such as conferences, seminars, or corporate functions.– Gatekeeping: Screening phone calls, visitors, and requests for the executive’s time, ensuring that only important matters reach them.– Confidentiality Maintenance: Handling sensitive information with discretion and maintaining confidentiality.– Follow-up and Reminders: Following up on action items, deadlines, and commitments to ensure timely completion.– Personal Assistance: Providing personal support to the executive as needed, such as managing personal appointments or errands.– Social Media Marketing: Developing and implementing social media strategies to enhance brand visibility and engagement.– Ad Creatives: Designing and creating compelling ad content for campaigns, including graphics, copy, and videos, to drive audience engagement and sales.Invoice Management: Preparing, sending, and tracking invoices for clients and vendors.– Bank Statement Reconciliation: Exporting and reviewing bank statements to ensure accurate record-keeping.– Accounts Payable and Receivable: Managing and recording transactions, payments, and collections.– Expense Tracking: Monitoring and categorizing expenses for accurate financial reporting.– Payroll Processing: Assisting with payroll preparation and ensuring timely payments.– Basic Bookkeeping: Maintaining accurate and up-to-date financial records using accounting software.

– Performance Management: Setting clear performance expectations for team members based on sales targets, CSAT goals, FCR benchmarks, AHT standards, and attrition rates.– Coaching and Development: Providing ongoing coaching and feedback to team members to improve sales techniques, customer service skills, and efficiency in handling calls.– Training: Organizing and facilitating training sessions on product knowledge, sales strategies, customer service best practices, and call handling techniques.– Workflow Management: Optimizing staffing levels and schedules to ensure adequate coverage during peak hours while managing costs effectively.– Quality Assurance: Implementing quality monitoring programs to assess the quality of interactions with customers, focusing on CSAT, FCR, and adherence to company standards.– Issue Resolution: Assisting team members in resolving complex customer issues, escalations, or complaints in a timely and effective manner.– Data Analysis: Analyzing sales data, CSAT scores, FCR rates, AHT trends, and attrition metrics to identify patterns, opportunities, and areas for improvement.– Employee Engagement: Fostering a positive and supportive work environment through effective communication, recognition programs, and team-building activities.– Succession Planning: Identifying high-potential team members and developing succession plans to ensure continuity and readiness for future leadership roles.

– Performance Management: Setting performance targets for the team based on collection goals, such as target amounts collected, call volume, and promises to pay.– Coaching and Training: Providing ongoing coaching and training to team members on effective collection techniques, negotiation skills, compliance requirements, and customer service best practices.– Workflow Management: Managing the workflow and allocation of accounts to team members, ensuring equitable distribution based on workload, account complexity, and individual skills.– Quality Assurance: Implementing quality monitoring programs to evaluate the quality of interactions with debtors, focusing on compliance with regulations, professionalism, and adherence to collection policies.– Issue Resolution: Assisting team members in resolving complex collection issues, escalations, or disputes with debtors.– Guiding negotiation strategies and helping team members overcome objections to secure payment arrangements.– Data Analysis: Analyzing collection performance data, such as collection rates, payment trends, and account aging reports, to identify areas for improvement and develop strategies to optimize collections.– Compliance Management: Ensuring that collection activities comply with relevant laws, regulations, and industry standards, such as the Fair Debt Collection Practices Act (FDCPA) and the Health Insurance Portability and Accountability Act (HIPAA).

Graphic Design,Photo Editing,Quality Control / Assurance,Video Editing

Mary