Summary
Overview
Work History
Education
Skills
Professional Development And Trainings
Timeline
Generic
APRIL ORTIZ

APRIL ORTIZ

MBA Graduate
Consolacion

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

18
18
years of professional experience
6
6
years of post-secondary education

Work History

Virtual Assistant

Wingman
06.2023 - 12.2024
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Executed record filing system to improve document organization and management.
  • Assisted development and implementation of new administrative procedures.
  • Created and maintained databases to track and record customer data.

Contract Administrator

QATTRO
08.2022 - 05.2023
  • Assess contract performance and contractual milestones
  • Generates reports and analyses on contract performance
  • Maintains accurate and up-to-date contract records, including all correspondence, amendments, and related documents.

Project Coordinator / Right of Way Officer

METROWORKS ICT CONSTRUCTION INC
01.2021 - 08.2022
  • Measures adherence to project timelines by tracking the percentage of milestones achieved on time
  • Tracks the accuracy and completeness of project documentation, such as meeting minutes, progress reports, and project status updates
  • Assess adherence to documentation standards by conducting periodic quality checks
  • Accomplishments: Successfully achieved the time delivery of network sites in Cebu, Talisay, and Mandaue
  • Negotiated and acquired suitable sites in Lahug for the establishment of a satellite office.

Site Acquisition Team Leader

GIGAFOLD CABLE LINKS INC.
01.2021 - 07.2022
  • Leads negotiations with landowners, property managers, and government agencies to secure site lease agreements, permits, and easements
  • Review and approve contract terms and conditions, ensuring legal and business compliance
  • Tracks the average time taken to complete site acquisition projects from the initial identification phase to the final acquisition
  • Sets specific targets for project timelines and measures the team's ability to manage and expedite the process
  • Maintains accurate and organized records of site acquisition activities, contracts, permits, and other relevant documents
  • Prepare reports, presentations, and updates on project status, progress, and milestones
  • Accomplishments: Successfully acquired all permits for Iloilo sites from Ring 1 to Ring 5, Carmen, and Bogo.

Site Acquisition Officer

INDEPENDENT CONTRACTOR
03.2019 - 01.2021
  • Research and identify potential sites for project deployment
  • Evaluate sites based on factors such as feasibility, suitability, zoning regulations, environmental considerations, and proximity to infrastructure
  • Negotiate lease agreements, easements, permits, or other legal contracts with landowners, property managers, and government agencies
  • Ensure that contract terms and conditions align with project requirements and protect the interests of the company or client
  • Build and maintain positive relationships with landowners, property managers, government officials, and other stakeholders
  • Foster collaboration, address concerns and resolve conflicts to facilitate successful site acquisitions
  • Accomplishments: Successfully acquired tower sites for 10 Cebu and 6 Mandaue.

Site Acquisition Team Leader

ASTICOM
08.2018 - 03.2019
  • Utilize SAP (Systems, Applications, and Products) software to award sites to contractors
  • Tracks the number of lease agreements or contracts successfully negotiated and executed
  • Ensured full compliance with government regulations, policies, and procedures related to site acquisition permits
  • Accomplishments: Successful project closure out of 20 IBS projects
  • Successful advance ready to build sites 20 and 13 ready to build sites.

Customer Service Team Manager

TELE-CENTRE PTE. LTD.
09.2016 - 05.2018
  • Oversee the successful execution of 11 outsourced projects in the IT, banking, healthcare, insurance, and government agency sectors
  • Manage and provide leadership to a team of 22 customer service staff, fostering a positive work environment and promoting professional growth
  • Managed patient records and maintained electronic filing systems, ensuring accuracy, confidentiality, and compliance with HIPAA regulations
  • Hiring, training, coaching, and leading call center representatives as they provide support for customers
  • Supported the administrative operations of the healthcare facility, handling a wide range of back-office tasks.

Customer Relationship Manager

NCS PTE. LTD.
08.2014 - 08.2016
  • Serve as the primary point of contact for principals and school VIPs, building strong relationships based on trust and effective communication
  • Monitor the performance of 32 desktop support staff, track key performance indicators (KPIs), and identify areas for improvement
  • Coordinate with network technicians and relevant stakeholders to ensure the timely resolution of network issues and fulfill school requirements
  • Accomplishments: Received the Gold Award Group in March 2016.

Sales Executive

INVISYS PTE. LTD.
11.2013 - 05.2014
  • Actively pursue prospective clients and generate leads
  • This includes activities such as cold calling, networking, attending trade fairs or industry events, and using online platforms to identify prospects
  • Performs on-site actual measurement for the invisible grille and window casement
  • Responsible for closing sales and working closely with customers to understand their needs, present appropriate solutions, negotiate pricing and terms, and ultimately close transactions
  • Accomplishments: Finalized contracts with 30 clients.

Customer Service Executive

DBS BANK
07.2012 - 11.2013
  • Responding to customer inquiries via phone calls, emails, and chat interactions and providing accurate and helpful information regarding account balances, transactions, fees, product features, and other banking-related queries
  • Accurately documenting customer interactions, complaints, resolutions, and any necessary actions taken in the appropriate systems or databases
  • Providing reports or summaries as required to track and analyze customer service trends, common issues, or areas for improvement
  • Assisting customers in understanding banking products, services, and processes Providing guidance on self-service options, online banking, and mobile application.

Customer Service Executive

STARHUB PTE LTD.
12.2010 - 07.2012
  • Providing in-person customer service by addressing customer inquiries and concerns related to billing issues, requests for payment plans, contract renewals, and cancellations
  • Assists customers with technical issues related to their phone services, such as troubleshooting connectivity problems, helping with device configurations, or providing guidance on using specific features or applications
  • And offer suitable upgrades, additional services, or bundled packages
  • Upsells and cross-sells cable, modem, or phone products to customers
  • Analyzed the customer's needs.

Customer Service Executive

CONCENTRIX
04.2009 - 03.2010
  • Diagnosed and resolved technical problems reported by customers, such as connectivity issues, dropped calls, slow internet speeds, or modem malfunctions
  • Providing step-by-step guidance or troubleshooting techniques to help customers resolve their issues
  • Identifies opportunities to promote and cross-sell additional products or services to customers during phone interactions
  • Updates customer account information, such as contact details or payment preferences, based on their requests or changes
  • Assisting customers with account-related tasks, such as password resets, setting up auto-payments, or managing service features
  • Accomplishments: Received the Best Team Award for three consecutive months, recognizing exceptional teamwork, collaboration, and outstanding performance.

Customer Service Executive

TELEPERFORMANCE
09.2006 - 02.2009
  • Identifies opportunities to promote and cross-sell additional bank products or services to customers during phone interactions
  • Strived for a 'one call resolution' approach, aiming to resolve customer issues or answer their questions during the initial interaction
  • Accurately document customer interactions, complaints, resolutions, and any necessary actions taken in the appropriate systems or databases
  • Accomplishments: Achieved Top Performer Award in July 2008
  • Awarded Top Sales Award in September 2007
  • Received Top 3 Max Achievement Award in June 2007.

Education

Bachelor of Science Tourism and Travel Management -

ROYAL CHRISTIAN COLLEGE
Cebu City, Phils.
10.2001 - 03.2006

Master’s in Business Administration -

CEBU TECHNOLOGICAL UNIVERSITY
Cebu City, Phils.
01.2022 - 01.2024

Skills

    Software: SAP, Canva, CRM, Adobe, Outlook, Microsoft Office, Windows, Mac OS

    Interests: Passionate about feeding and supporting stray cats Enjoyment of Crime Dramas and Mind-Boggling Shows: Appreciation for interesting and thought-provoking television, especially crime dramas like "Criminal Minds" or mind-boggling shows

    Documentation and Control

    Procedure Development

    Scheduling and Calendar Management

    Database Administration

Professional Development And Trainings

  • Virtual Assistant, Home Connect
  • Social Media Management, Home Connect
  • Facebook Ads, Home Connect
  • WordPress, Home Connect
  • Shopify, Home Connect
  • Six Sigma Operations & Management: Key to Success
  • A.I. Marketing Evolution
  • SME (Small and Medium Enterprises)
  • Facility Management: Today and Tomorrow
  • Managing E-commerce in Digital Era
  • Productivity and Stress Management
  • Business Law and Manager's Responsibility
  • Customer Service Automation in Microsoft Dynamics CRM 2013
  • Employee and Labor Relations: Behavioral and Disciplinary Issues and Resolution
  • Six Sigma and Lean Foundations
  • Service Management (Infra) for Service Delivery Managers (SDM)
  • ITIL 2011 and Service Lifecycle Certified Entrepreneurial Management Practitioner

Timeline

Virtual Assistant

Wingman
06.2023 - 12.2024

Contract Administrator

QATTRO
08.2022 - 05.2023

Master’s in Business Administration -

CEBU TECHNOLOGICAL UNIVERSITY
01.2022 - 01.2024

Project Coordinator / Right of Way Officer

METROWORKS ICT CONSTRUCTION INC
01.2021 - 08.2022

Site Acquisition Team Leader

GIGAFOLD CABLE LINKS INC.
01.2021 - 07.2022

Site Acquisition Officer

INDEPENDENT CONTRACTOR
03.2019 - 01.2021

Site Acquisition Team Leader

ASTICOM
08.2018 - 03.2019

Customer Service Team Manager

TELE-CENTRE PTE. LTD.
09.2016 - 05.2018

Customer Relationship Manager

NCS PTE. LTD.
08.2014 - 08.2016

Sales Executive

INVISYS PTE. LTD.
11.2013 - 05.2014

Customer Service Executive

DBS BANK
07.2012 - 11.2013

Customer Service Executive

STARHUB PTE LTD.
12.2010 - 07.2012

Customer Service Executive

CONCENTRIX
04.2009 - 03.2010

Customer Service Executive

TELEPERFORMANCE
09.2006 - 02.2009

Bachelor of Science Tourism and Travel Management -

ROYAL CHRISTIAN COLLEGE
10.2001 - 03.2006

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APRIL ORTIZMBA Graduate