Annalissa Chan
Executive/Team Leader
Bacoor, Province Of Cavite
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
20
20
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Executive
CBRE GWS IFM PHILS. CORP.
3 2018 - Current
- Attends client meetings
- Responsible for facilities inspections and reports
- Coordinates and manages moves, adds and change activities
- Managing and supporting a small team of facility help desk analysts
- Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues
- Generates and dispatches service request work orders for completion by vendors
- Schedules conference rooms and audio visual equipment
- Responds to staff inquires and concerns
- Contacts staff for additional information and communicating the steps in the work order process
- Runs, reviews, and distributes various customer/business service reports as necessary
- Generate and dispatch service request work orders for completion by vendors
- Assist with the training of new hires
- Provides informal assistance such as technical guidance and/or training to co-workers
- Other duties may be assigned
Team Leader
TaskUsPH
03.2014 - 03.2018
- Responsible for a specific team and program
- Setting performance standards of agents
- Supervising their development and ensuring professional skills are being executed, motivating, and coaching of agents
- Accepts escalation calls and support agents in providing accurate information to the customer
- Monitor agents scheduled time adherence and monitor attendance
- Escalate issues and concerns of agents to Senior Management
- Resolve issues among the team
- Participate in recruiting of new agents.
Email Support Lead
MicroSourcing Philippines Inc
03.2012 - 03.2014
- Provide first line technical support through email
- Assist in pre-sales such as receiving POs and quoting price list related to volume sales
- Liaise with software developers on existing bugs and software issues.
Email Support Executive
First Source
10.2011 - 03.2012
- Answer email inquiries on legal concerns in Barclay's Section 78 policy clause.
Station Master
Serco ME
09.2009 - 09.2011
- Responsible for the supervision, direction, and monitoring of staff to ensure our customers are getting the best possible service
- Manage all metro station staff
- Responsible for safety and efficient running of the station
- Ensuring that customer service is being delivered and handling customer complaints
- Responsible to ensure staff complies with established rules and regulations
- Plan and coordinate operational activities and communicate with other department and organizations as required
- Can manage to ensure quality service is provided in all areas of responsibility including facilities, customer handling, equipment and appearance of staff
- Responsible for maintaining records, completing reports and any other administrative support required by the management
- Responsible for securing revenue and cash floats
- Organizes passenger boarding and disembarkation
- Ensure passenger security and safety within the station premises.
Order Administrator
APC by Schneider Electric
05.2008 - 09.2009
- Perform accurate and timely order entry into APC's Oracle System to allow effective order management
- Assures all order details are accurate and in conformance with the customer needs and factory capabilities
- Independently administers and manages more complex customer orders and contracts
- Coordinate with all internal groups to assure adequate communication to achieve acceptable service level and provide continuing visibility of contractual obligations
- Timely acknowledgement of delivery and proactive updates to customer on the status of their orders
- Keeps management team informed of areas of conflict that go unresolved or may pose a threat to APC's process management's relationship with customers
- Responsible to deal directly with direct account customers on pricing and availability.
Process Executive
HSBC Electronic Data processing Phil
07.2007 - 05.2008
- Convince customer to consider HSBC as their choice for car financing/refinancing needs and proceed to ask questions designed to pre-qualify callers for approval of their loan
- Once provisionally approved the calls are then transferred to the US for the next stage of getting an approval.
CSR Supervisor
Teletech Customer Care Inc
09.2004 - 03.2007
- I led a team for a healthcare voice campaign (Blue Shield of CA) and supported their provider connection
- My team was the source for current, detailed member eligibility and benefit information, claims status and payment information, authorization status and submission
- My tasks included the following: I took escalation calls from agents, Coaching, QA, Payroll, Leave approvals, Queue management, Attend client meetings, Attend meetings with other operations teams.
Education
Bachelor of Political Science -
Perpetual Help University
Las Piñas, Metro Manila 06.2003 - 03.2004
Skills
Research and analysis
Delegating Work
Operations Management
Customer Service
Customer-Oriented
Change Management
Multitasking Abilities
Facility Management
Relationship Building
Customer Service Management
Administrative Skills
Proficient in MS Office
Timeline
Team Leader
TaskUsPH
03.2014 - 03.2018
Email Support Lead
MicroSourcing Philippines Inc
03.2012 - 03.2014
Email Support Executive
First Source
10.2011 - 03.2012
Station Master
Serco ME
09.2009 - 09.2011
Order Administrator
APC by Schneider Electric
05.2008 - 09.2009
Process Executive
HSBC Electronic Data processing Phil
07.2007 - 05.2008
CSR Supervisor
Teletech Customer Care Inc
09.2004 - 03.2007
Bachelor of Political Science -
Perpetual Help University
06.2003 - 03.2004
Executive
CBRE GWS IFM PHILS. CORP.
3 2018 - Current
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