ANNE LOUISE O. ACERO
Executive Assistant
Naga City
Summary
Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Asana, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.
Overview
21
21
years of professional experience
1
1
year of post-secondary education
Work History
Executive Virtual Assistant
Bruntwork.co (New Energy Nexus)
8 2021 - Current
- Manage the schedules and communications for the CFO and CEO, including overseeing the CEO's email and preventing overlapping meetings while ensuring adequate breaks.
- Assist departments overseen by the executives, ensuring that all task requests are tracked and followed through effectively.
- Monitor and organize email inboxes, prioritize messages, and manage correspondence to streamline communication for the supervisor.
- Set up and coordinate virtual Zoom meetings, including inviting participants and disseminating agendas, while maintaining the highest standard of confidentiality for sensitive client information.
- Organize off-site team events for the Global team, ensuring seamless planning and execution.
Executive Virtual Assistant
The Clearwing Group
01.2023 - 02.2024
- Monitored emails, organized inbox, and prioritized messages for CEO and COO.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings.
Executive Virtual Assistant
Bruntwork.co (Benchmark Pty. Ltd - AU)
10.2021 - 11.2022
- Responsible for updating documents in behalf of the CEO and making sure it is client ready
- Assists in prepping other documents needed in client presentation for their OSH business
Team Leader
Quantrics Enterprises Inc.
7 2019 - 8 2021
- Leads a team of call center agents, responsible for delivering superior customer service to our clients
- Responsible for assisting the operations manager with agent development, analysis, implementation of staffing, training, telemarketing, scheduling and reward/recognition programs
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- A team leader is required to to monitor the multiple key performance metrics and will be accountable for coaching and supporting agents to achieve targets
Communications Manager
Mazur Studios
10.2018 - 04.2019
- The Communications Manager will manage the day-to-day interactions of the Appointment Setter, ensure their compliance with Mazur Studios processes, scripts and objectives and deliver necessary reporting to Mazur Studios management
- The Communication Manager is also responsible for hiring the Appointment Setter, their onboarding, and the operations of the Mazur Studios Naga city office during Appointment Setter hours.
- Developed communications strategies to drive forward progress in public relations.
Site Executive Assistant
Sutherland Global Services Inc
01.2015 - 09.2018
- Provides administrative, organizational, and operational support to both Site Heads for Cam Sur and Carmona
- Handles all clients visit activities and assists in all support activities by HR like Employee Engagement and the like
- Also assists in the Recruitment and Admin Department for specific needs. Assists in various other Site Activities
- Also involved in Weekly, Monthly and Annual Performance Reviews for all programs onsite
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
CX Trainer
Sutherland Global Services Inc
01.2014 - 01.2015
- Facilitates language training for all Near Hires and New Hires of the Company
- A recap on grammar and tenses along with phone ethics is discussed throughout a 10-day or a 15-day period
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Program Coordinator
Sutherland Global Services Inc
09.2012 - 01.2014
- Schedules and facilitates admin hearings for all FMEA ZT closures and admin hearings required for attendance concerns and deliberates with the HR Manager for possible sanction or mitigation
- Also heads the program’s Fun Committee and People Engagement, drives people interaction by providing fun activities that help distress the individual from day-to-day operations
- Also assists Human Relations in updating people soft dump for proper tagging of separated consultants, ensures that all HR related concerns are being addressed i.e., SSS number update, TIN, etc.
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Established strategic partnerships with external organizations, expanding program reach and impact.
Executive Assistant
Hagedorn International Landholdings Corporation
05.2011 - 04.2012
- Oversees all existing and upcoming projects of the company
- Reports directly to the Chairman and owner
- Manages his schedule and provides comprehensive reports for his review and analysis
- Also ensures that a smooth flow in each operation of each Property is in place
- Meet with investors and clients prior to meeting with the Boss
- Handles VIP’s and ensures that the welfare of the Boss is always protected
- Handled all communication and negotiations for Balikatan 2012, as well as managed the entire Front office and Housekeeping Operations for the Resort under the umbrella of Hagedorn International Landholdings
Assistant Sales Manager
The Avenue Plaza Hotel
01.2011 - 05.2011
- Second in command of the Sales and Marketing Department
- Ensures that targets are met by delivering the desired number of booked social and corporate events
- Even assists the Events Management Department in the flow of each event
- Establishes new corporate accounts and manages hotel promotional.
Management Trainee
Rustan Coffee Company (Starbucks Philippines)
08.2010 - 12.2010
- Handles coffee and beverage preparations, prepares product inventory, helps during operations, manages the till/counter area when necessary, and even does regular restroom and lobby checks
- Also ensures that all Marketing Communication is disseminated.
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
2nd Assistant Manager
Golden Arches Development Corp (McDonald’s Naga City Plaza)
06.2008 - 03.2010
- Handles restaurant shifts with co-managers, trained and skilled in all basic and advanced production stations
- Underwent several Management Training courses which include Basic Shift Management and got Bronze Hat Award, as well as dean’s lister and Silver Hat Awardee at the Advanced Shift Management Course Training
- Also certified in Food Safety and First Aide
- As a manager I am not only responsible for sales and marketing, but all areas that concern the restaurant which includes People, Profit, QSC (Quality, Service & Cleanliness), and Sales.
- Provided exceptional customer service through active listening, understanding individual needs, and offering appropriate solutions or recommendations in line with company policies.
Team Leader
Citibank – Australia
04.2005 - 12.2007
- Provides coaching to agents, performs admin tasks for agents’ performance evaluation and appraisal.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Faculty Member
Universidad de Sta. Isabel
11.2003 - 01.2005
- Assessed student performance through a variety of evaluation methods, providing constructive feedback for continuous improvement.
- Enhanced student comprehension by utilizing diverse teaching methods and strategies tailored to individual learning needs.
- Created assignments to encourage student learning and develop communication skills and higher-order thinking.
- Developed innovative curriculum materials, resulting in increased student engagement and understanding of complex topics.
Trainer
Call Center Agent Training
06.2004 - 01.2005
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Handles training for professional individuals who intend to acquire the skills needed to work in a call center
- Provides the necessary materials for training and conducts actual call simulation for the trainees.
Store Manager
Lolo’s Music Bar & Resto
- Handles store concerns, also prepares 201 files for employees, checks sales and marketing strategies and implements company policies and procedures.
HR and Admin Coordinator
Deskwork
5 2024 - Current
- Supports HR and administrative functions, including recruitment, employee records management, and office operations
- Responsibilities include coordinating onboarding, maintaining employee records, managing office affairs, and handling internal and external communications.
Store Activities Representative
Golden Arches Development Corp (McDonald’s Gen. Luna)
- 03.2024
- Handles Local Store Marketing
- Handles Birthday Party inquiries, hosts birthday parties and assists in production during peak seasons
- Also does stock inventories for premiums.
CSR
Pegasus Satellite Television
- Handles inbound calls that take control of complaints, inquiries and billing.
eRep
People Support Philippines
- Handles inbound calls for the US credit union: Experian
- Takes control of complaints, inquiries and billing for Experian customers.
Education
Bachelor of Arts - Mass Communication
Universidad De Sta. Isabel
03.2002
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Colegio de Sta
01.1999 - 04.2000
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Skills
Team motivation
People Management
Teamwork and Collaboration
Team Supervision
Client Service
Coaching
Onboarding and Orientation
Work Planning and Prioritization
Client Support
Staff Training
Timeline
Executive Virtual Assistant
The Clearwing Group
01.2023 - 02.2024
Executive Virtual Assistant
Bruntwork.co (Benchmark Pty. Ltd - AU)
10.2021 - 11.2022
Communications Manager
Mazur Studios
10.2018 - 04.2019
Site Executive Assistant
Sutherland Global Services Inc
01.2015 - 09.2018
CX Trainer
Sutherland Global Services Inc
01.2014 - 01.2015
Program Coordinator
Sutherland Global Services Inc
09.2012 - 01.2014
Executive Assistant
Hagedorn International Landholdings Corporation
05.2011 - 04.2012
Assistant Sales Manager
The Avenue Plaza Hotel
01.2011 - 05.2011
Management Trainee
Rustan Coffee Company (Starbucks Philippines)
08.2010 - 12.2010
2nd Assistant Manager
Golden Arches Development Corp (McDonald’s Naga City Plaza)
06.2008 - 03.2010
Team Leader
Citibank – Australia
04.2005 - 12.2007
Trainer
Call Center Agent Training
06.2004 - 01.2005
Faculty Member
Universidad de Sta. Isabel
11.2003 - 01.2005
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Colegio de Sta
01.1999 - 04.2000
Executive Virtual Assistant
Bruntwork.co (New Energy Nexus)
8 2021 - Current
Team Leader
Quantrics Enterprises Inc.
7 2019 - 8 2021
Store Manager
Lolo’s Music Bar & Resto
HR and Admin Coordinator
Deskwork
5 2024 - Current
Store Activities Representative
Golden Arches Development Corp (McDonald’s Gen. Luna)
- 03.2024
CSR
Pegasus Satellite Television
eRep
People Support Philippines
Bachelor of Arts - Mass Communication
Universidad De Sta. Isabel
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