Ashley Anne Marzo
Customer Experience Manager / Executive Assistant / Account Management
Quezon City
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
I am enthusiastic about furthering my personal and professional growth, and I am eager to make use of my skills in any opportunity that comes my way.
Overview
8
8
years of professional experience
Work History
Customer Experience Manager
FLNT
Mandaluyong
05.2023 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Launched successful digital marketing campaigns that achieved goals for increased website traffic.
- Product Training to Customers
- Internal Product Improvement Collaboration and Coordinations
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Developed and implemented strategies to increase client retention.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
Sales Team Executive Assistant
FLNT
Mandaluyong
02.2023 - 05.2023
- Processed travel expenses and reimbursements for executive team and senior management group.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Answered high volume of phone calls and email inquiries.
- Organized and coordinated conferences and monthly meetings.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Used advanced software to prepare documents, reports, and presentations.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Developed and maintained automated alert systems for important deadlines.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Handled confidential and sensitive information with discretion and tact.
- Filed paperwork and organized computer-based information.
- Took notes and dictation at meetings.
- Updated and maintained confidential databases and records.
- Worked with senior management to initiate new projects and assist in various processes.
Executive Assistant
Bell-Kenz Pharma Inc.
Quezon City
09.2021 - 12.2022
- Sets schedule and organize meetings, including but not limited to sending invites to participants, preparing pre and post -meeting documents including meeting agenda, presentation slide decks of participants, minutes of the meeting, etc
- Amongst participants
- Manages day-to-day operational and administrative activities of the Executive by setting and monitoring the schedule, organize flow of work, prioritizing requests, maintaining a monitoring system, and following-up to ensure timely responses; preparing for meetings and arranging teleconferences even in different locations
- Coordinates meeting arrangements and requirements to internal and third-party suppliers
- Reminds participants with their commitment and/or carry-over items for the next meeting and agreed timeline of submission
- Collects and categorizes documents for review and approval to track documents routing
- Transcribes and send out minutes of the meeting as assigned
- Manage a filing and record-keeping system to ensure a complete and updated archiving of executive and/or assigned files
- Implement the CSR activity of the company (donation drive and scholarship grants)
- Quality Assurance for Standard Operating Policies and other Documents (Document Control)
- Phil
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Volunteered to help with special projects of varying degrees of complexity.
- Filed paperwork and organized computer-based information.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Took notes and dictation at meetings.
- Updated and maintained confidential databases and records.
- Created and managed office systems to efficiently deal with documentation.
- Worked with senior management to initiate new projects and assist in various processes.
- Coordinated events and worked on ad hoc projects.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
General Services Supervisor
Phil. Ecology Systems Corp.
Quezon City
11.2020 - 08.2021
- Head, department procedures, process and policies, department activities and reports
- Supervises all process and flows of the department
- Supervise the day-to-day operations of the General Services Department and attend to all the concerns of the Department
- Trains, develops, assists, guides, coaches team members
- Reports to the Administrative Division Manager
- Represents the department in internal or external meetings
- Designates officers that are able to perform required functions
- Creates and monitors controls to avoid and/or minimize operating cost
- Maintains a high level of integrity while performing the above functions.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
Admin Officer
Phil. Ecology Systems Corp.
QUEZON CITY
06.2020 - 11.2020
- In-charge of administrative work for the General Services Division/Admin Division, monitoring, documents, and in-charge of department procedures, process and policies
- Consolidation of the department activities and reports
- Quantity Take-off and cost estimate for proposed repairs for main office and site, and other given tasks
- Liaised with staff to manage information, develop systems and compile reports using data to identify trends and take action to enhance performance.
- Kept files and records in content management systems such as MS SharePoint, eDRMS and Salesforce.
- Cooperated with health and safety policies and identified and controlled hazards for tasks, projects and activities.
- Provided continuous quality review and spearheaded procedures and processes for program improvement.
- Categorized and securely processed sensitive documents with information of deeply personal nature or corporate sensitivity.
- Coordinated training for new team members, overseeing onboarding details and designing framework for future acquisitions.
- Partnered with HR to implement and monitor policies and procedures and recommend changes.
- Acted as backup for other administrative assistants by providing task support and adapting to individual needs.
- Drafted documents in company-directed formats and fonts, maintaining exceptional style consistency.
Quantity Surveyor / Office Engineer
Phil. Ecology Systems Corp
QUEZON CITY
02.2020 - 06.2020
- Quantity take-off and estimate of projects and cost analyzation company barges and other given tasks
- Used AutoCAD and Eagle Point to amend project design changes.
- Estimated and analyzed work performed to request payment from clients.
- Conducted feasibility studies to estimate materials, time and labor costs.
- Provided accurate estimates by defining scope, timelines, potential setbacks, and limitations.
- Prepared estimates used by management for purposes such as planning, organizing, and scheduling work.
- Determined budgets for prospective projects to plan for future expenditures and utilize resources wisely.
Quantity Surveyor / Office Civil Engineer
MEBValencia Construction Inc. (Part-time)
QUEZON CITY
03.2019 - 05.2019
- In charge of job orders and monitoring, Consolidation of Quotation Sheets for Job Orders, Quantity Take-off and cost estimate for Project Proposals requested by the mall or departments, sometimes assist Mall Engineering Maintenance with mall/tenant concerns
- Performed measurements for structural and architectural works to prepare cost estimates for projects.
- Generated cost and value reports to produce accurate information on cash flow.
- Prepared estimates used by management for purposes such as planning, organizing, and scheduling work.
- Provided accurate estimates by defining scope, timelines, potential setbacks, and limitations.
- Determined budgets for prospective projects to plan for future expenditures and utilize resources wisely.
Quantity Surveyor-Civil Engineer
MCK Perez Consultancy & Development, CH Perez Bros. Consultancy Corp, Romari Construction Inc
QUEZON CITY
03.2018 - 01.2019
- Quantity take off/cost estimate on Aboitizland Projects (Lima Residences & Ajoya Suclaban Project
- Estimated quantities and material costs during project planning to support budgeting and costing.
- Assisted in bidding process by providing for on-site inspections and preparing take-offs.
- Reviewed and assisted in performing technical bid analysis.
- Estimated materials costs and sourcing requirements for project feasibility.
- Displayed strong communication and interpersonal skills while visiting clients, jobsites and consultant offices to support project and business development needs.
- Adhered to timelines to meet quality assurance targets.
Quality Assurance Assistant
SMDC Trees Residences
Fairview
05.2016 - 07.2016
- On-the-job Training
- Assessed quality of finished products with careful inspections
- Inspected finished products for quality and adherence to customer specifications.
On-The-Job Training Civil Engineer
DPWH Cental Office
Manila
04.2016 - 05.2016
- On-the-job Training Research Assist
- Research
- Admin tasks given by Engineers
Education
Bachelor of Science - Civil Engineering
New Era University
Quezon City, Philippines 06.2012 - 04.2017
Skills
Staff Management
Budgeting and Allocation
Strategic planning
Problem-Solving
Multi-line phone proficiency
Advanced MS Office Suite
Project planning
Project Management
Scheduling
Employee training and development
Administrative support
Conference planning
Proofreading
Travel accommodations
Office management
Schedule Management
CRM
Customer Inquiry Management (CIM)
Training and demonstration development
Documentation and control
Workflow planning
Google Workspace
Policy and procedure modification
Timeline
Customer Experience Manager
FLNT
05.2023 - Current
Sales Team Executive Assistant
FLNT
02.2023 - 05.2023
Executive Assistant
Bell-Kenz Pharma Inc.
09.2021 - 12.2022
General Services Supervisor
Phil. Ecology Systems Corp.
11.2020 - 08.2021
Admin Officer
Phil. Ecology Systems Corp.
06.2020 - 11.2020
Quantity Surveyor / Office Engineer
Phil. Ecology Systems Corp
02.2020 - 06.2020
Quantity Surveyor / Office Civil Engineer
MEBValencia Construction Inc. (Part-time)
03.2019 - 05.2019
Quantity Surveyor-Civil Engineer
MCK Perez Consultancy & Development, CH Perez Bros. Consultancy Corp, Romari Construction Inc
03.2018 - 01.2019
Quality Assurance Assistant
SMDC Trees Residences
05.2016 - 07.2016
On-The-Job Training Civil Engineer
DPWH Cental Office
04.2016 - 05.2016
Bachelor of Science - Civil Engineering
New Era University
06.2012 - 04.2017