Ava Grace Roque
Muntinlupa City
Summary
Experienced with business management, strategic planning, and financial oversight. Utilizes customer-centric approach to drive business growth and improve service quality. Track record of fostering team collaboration and implementing effective operational strategies.
Overview
22
22
years of professional experience
Work History
PROPRIETOR
A.G. Pampanga Wood Crafts and Granite Countertops
08.2020 - Current
- Operates and organizes the business
- Developed a loyal client base by consistently delivering exceptional service and cultivating long-term relationships.
- Control the operational and monetary aspects of a business
- Analyzed market trends to identify opportunities for expansion and diversification in the industry.
- Our company specializes in sash woodwork, including wood crafting, carving, flooring, wood supply, and granite and quartz supply and installation
- Developed and managed relationships with vendors and suppliers.
- Improved company reputation by consistently delivering top-quality goods/services while maintaining excellent customer support.
- Boosted sales through effective merchandising strategies and attractive store displays.
- Increased customer satisfaction by providing personalized service and addressing clients'' needs.
Research Analyst
Isentia Manila
12.2022 - 01.2024
- Company Overview: Industry: Media Intelligence, Specialization: Research and Insights
- Ensures that reports are consistently in compliance with agreed quality standards; where reports are written in their native language, the analyst should be capable of self-QC
- Ensures comprehensive coverage of data based on client requirements
- Keeps abreast of developments in assigned accounts and their related concerns to correctly align reports
- Keeps abreast of changes and updates in account briefs in coordination with team leads to ensure that all stakeholders are on the same page
- Ensures correct sending of reports to rightful recipients, complying with confidentiality requirements (if applicable)
- Constant reviews feedback from clients and team leads and applies recommendations to improve report quality
- Participates in training sessions to continually sustain or improve levels of report production skills
- Consistently meets internal deadlines and client deadlines for reports
- Proactively ensures that measures are in place to avoid all preventable delays in report production
- Industry: Media Intelligence, Specialization: Research and Insights
Social Media Quality Assurance/Press Reader
Brandtology/ Isentia Manila
09.2011 - 10.2019
- Company Overview: Industry: Media Intelligence, Specialization: Quality Control/Assurance
- Provides feedback to team leaders and managers
- Prepares and analyzes internal and external quality reports for management staff review
- Establish defined quality standards for all work aspects of the organization
- Make decisions to investigate and resolve data quality issues
- Identify areas and opportunities to upgrade quality standards within management processes and systems
- Forecast several requirements of the organization and prepare, in advance, to meet the needs, such that there is no degradation of quality in work
- Industry: Media Intelligence, Specialization: Quality Control/Assurance
Social Media Analyst
Brandtology
03.2009 - 09.2011
- Company Overview: Industry: Media Intelligence, Specialization: Marketing/Business Development
- Be part of the Services Delivery Team to work on servicing the clients
- Understand the latest trends and technologies on the Internet particularly in social media, such as Facebook, Blogs, Forums and other Internet community based sites
- Able to handle client issues in a timely manner
- Give feedback to the Technical Team on how to improve internal process flows and system usability
- Monitor the team’s performance and give feedback on each SMAs and for the team as well
- Implements processes and systems that will generate higher productivity
- Team management and expectation setting
- Responsible for completing client training and maintaining sufficient knowledge on all related continuous education
- Industry: Media Intelligence, Specialization: Marketing/Business Development
English Teacher/Tutor
Fermat Academy
06.2008 - 03.2009
- Company Overview: Industry: Education, Specialization: Education
- Teach ESL subjects such as grammar, reading, writing, vocabulary and speaking to Korean students ages 12-15
- Submit daily evaluation reports of each student
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Developed innovative lesson plans to engage students in English language learning.
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
- Prepared and implemented lesson plans covering required course topics.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Prepared comprehensive English curriculum for multiple classes.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
- Designed and implemented assessments to measure student progress in English language learning.
- Assisted struggling students through targeted interventions, leading to increased academic success.
English Tutor - Online
ESL Global Education
07.2008 - 12.2008
- Teach English subjects (grammar, reading, writing etc.) to Koreans ages 16 - 30
- Monitor students’ progress
- Give daily and weekly evaluations and remarks to the students
- Research & collate materials and encode them for the students’ daily classes
- Make and maintain the schedule for free trial lessons and for regular classes
- Document course curriculum, and compile encoded lessons
- Enhanced students'' reading and writing skills by implementing interactive and engaging lesson plans.
- Improved students' written and verbal English skills through personalized learning programs.
Call Center Agent / Customer Service Rep
AIG BPSI
04.2007 - 07.2007
- Take in calls from Life insurance policyholders
- Assists them in their inquiries about the status, reprocessing, and resubmitting of their claims or pending claims
- Providing them their benefits
- Attending to their inquiries and concerns about their insurance
- Follow up or make a written request regarding their inquiries
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
Call Center Agent / Customer Service Representative
APAC Customer Services
05.2006 - 12.2006
- Take in calls from Providers (doctors, nurses, pharmacists, etc.) of our health insurance
- Assists them in their inquiries about the status, reprocessing, resubmitting their claims, or claims that are pending
- Providing them with their patients benefits for their services
- Giving them information’s of what they need to do before and after the procedures (surgery, radiology, scan etc.)
- Providing them the exact amount of patients responsibility before a procedure is done to them like co-pays, coinsurance, and deductible
- Searches for in network or contracted providers in the patients' area
- Advises the provider of the effective date of the patient or if the patient is still eligible
- Discusses the limitations and exclusions of the certificate of coverage or contract of the patient to the provider
- Researching if the procedure code is valid so that the insurance will pay the claim of the provider
- Authenticating the calls due to HIP AA
- Checking if the authorization number and referral number is valid
- Transferring calls to the right departments such as Coordination of Benefits if the provider is asking who's the primary insurance
- Transferring member calls to member services department
- Documentation of the entire call for future references
Call Center Agent
Iwebmasters
02.2006 - 05.2006
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Outbound Sales Call Center Agent
Mega Call Incorporated
04.2003 - 03.2004
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Developed strong relationships with potential clients through regular follow-up calls, resulting in increased referrals and repeat business.
- Streamlined the sales process by utilizing CRM software efficiently to track leads, follow-ups, and customer interactions.
- Analyzed customer data and sales trends to develop targeted sales campaigns.
- Conducted 20 outbound phone calls daily to reach potential clients and market Telecom prepaid products and Balikbayan boxes services.
- Identified new opportunities for upselling by staying informed of the latest industry trends and product offerings.
- Contributed valuable feedback regarding sales techniques for management consideration during strategy development sessions.
- Utilized innovative sales techniques to upsell products and services.
- Achieved top performer status within the call center multiple times due to consistent results-driven performance.
- Exceeded sales quotas consistently through effective lead generation and persuasive communication skills.
Education
Bachelor's/College Degree - BS Psychology
St. Paul University Manila
01.2003
Skills
- Advanced Customer Service Skills
- Typing skills (AWPM)
- Research
- MS Applications
- Administration and Interpretation of HR Exams
Timeline
Research Analyst
Isentia Manila
12.2022 - 01.2024
PROPRIETOR
A.G. Pampanga Wood Crafts and Granite Countertops
08.2020 - Current
Social Media Quality Assurance/Press Reader
Brandtology/ Isentia Manila
09.2011 - 10.2019
Social Media Analyst
Brandtology
03.2009 - 09.2011
English Tutor - Online
ESL Global Education
07.2008 - 12.2008
English Teacher/Tutor
Fermat Academy
06.2008 - 03.2009
Call Center Agent / Customer Service Rep
AIG BPSI
04.2007 - 07.2007
Call Center Agent / Customer Service Representative
APAC Customer Services
05.2006 - 12.2006
Call Center Agent
Iwebmasters
02.2006 - 05.2006
Outbound Sales Call Center Agent
Mega Call Incorporated
04.2003 - 03.2004
Bachelor's/College Degree - BS Psychology
St. Paul University Manila
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