Bonnie Ruda
Dumaguete
Summary
Experienced in providing top-tier administrative support, managing operations, and delivering exceptional customer service. Skilled in problem-solving, communication, and team collaboration. Eager to contribute to a forward-thinking organization committed to excellence.
Overview
7
7
years of professional experience
1
1
Language
Work History
Operations Assistant
Grocapitus
Dumaguete
02.2023 - Current
- Managed Executive calendars, scheduling appointments and meetings, and coordinated travel arrangements.
- Processed and reviewed tax documents, ensuring accuracy and compliance with regulations.
- Engaged with investors, providing exceptional customer service and addressing inquiries.
- Maintained and updated trackers for property management and investor communications.
- Improved customer satisfaction by promptly resolving issues and answering inquiries via phone, email, and text messages.
- Collaborated with cross-functional teams to achieve project goals within specified timelines.
- Conducted regular audits of physical inventory counts, identifying discrepancies early on for quick resolution.
- Promptly addressed customer inquiries and complaints to foster swift resolution.
- Supported daily operations by organizing office spaces for maximum functionality and ease of use.
Resident Services Admin
Mynd Management Inc.
Dumaguete
01.2022 - 02.2023
- Accurately document follow-up notes collecting residents' rents
- Respond to residents' email in timely manner
- Conducts outbound calls reminding residents of their balance due
- Assign tasks and cases to other admins and managers.
- Que Cases & Tasks Management
- Enhanced resident satisfaction by promptly addressing concerns and providing exceptional customer service.
- Contributed to efficient facility operations by maintaining accurate records of services provided and documenting resident interactions.
- Participated in ongoing training opportunities to stay current on best practices for delivering high-quality resident care services.
- Increased efficiency by assisting with administrative tasks such as answering phones, filing paperwork, and updating resident records.
Records Retrieval Specialist
Peak Outsourcing Inc.
Dumaguete
10.2019 - 12.2021
- Managed complex legal requests for record retrieval while maintaining compliance with relevant legislation and industry guidelines.
- Conducted thorough quality checks on retrieved documents, ensuring accuracy and completeness of information.
- Upload retrieved medical records and bills to clients' CRM
- Maintained strict confidentiality with sensitive information, adhering to industry regulations and standards.
- Streamlined retrieval process for enhanced client satisfaction and quicker turnaround times.
- Updated internal databases regularly to reflect most current information regarding file locations and statuses.
- Developed efficient system for categorizing records, allowing for quick identification and retrieval in response to requests.
- Demonstrated flexibility by adapting quickly to changing priorities and shifting deadlines, ensuring consistent productivity under pressure.
- Updated records with new information.
Team Leader
Peak Outsourcing Inc.
Dumaguete
06.2019 - 12.2021
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Implemented employee recognition programs that boosted morale and increased retention rates within team.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Facilitated effective decision-making processes within group through open dialogue, active listening, and consensus-building techniques.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering positive and collaborative work environment.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Maintained inclusive and diverse team culture, promoting respect and understanding among all members.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Customer Service Representative
Qualfon Inc.
Dumaguete
05.2017 - 10.2019
- Provide full range of customer service to clients by phone, email and chat
- Drove sales by delivering expert customer service support for escalated, ongoing or specialized issues.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Solved problems with products and services by providing customers with technical support.
- Answered large volumes of phone calls, triaging customer inquiries and providing detailed customer service and scheduling support.
- Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
- Provided expert customer service and technical support to clients.
- Prioritized urgent customer support issues while balancing storefront operational needs and general customer service duties.
Quality Assurance Analyst
Qualfon Inc.
Dumaguete
03.2017 - 10.2019
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Implemented automated testing solutions to reduce manual effort, increasing overall efficiency within QA team.
- Managed end-to-end test cycles for comprehensive evaluation of system performance and functionality.
- Contributed to seamless project handoffs between teams by providing clear documentation of testing results and recommendations for improvements.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as liaison between QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of project lifecycle.
- Championed quality assurance initiatives within organization by promoting culture of continuous improvement and striving for excellence in all aspects of product development.
- Fixed identified issues to increase productivity and boost workflows.
- Created and achieved product quality objectives and met product specifications.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Kept scripts and test cases updated with current requirements.
Education
Bachelor of Science - English
Negros Oriental State University
Dumaguete City 01.2013 - 05.2017
Skills
Additional Information - U Gro/ Grocapitus
- Perform administrative duties
- Set up calendar meetings
- Process Tax/K1 documents
- Email Investors
- EA/Operations Assistant
References
- Bengie Salvania, +63916-962-9470, ilikebensal@gmail.com, Trainer & Staff Coach
- Jessa Mae Caingcoy, +63977-244-3797, jessamaecaingcoy@gmail.com, Customer Service Supervisor
Timeline
Operations Assistant
Grocapitus
02.2023 - Current
Resident Services Admin
Mynd Management Inc.
01.2022 - 02.2023
Records Retrieval Specialist
Peak Outsourcing Inc.
10.2019 - 12.2021
Team Leader
Peak Outsourcing Inc.
06.2019 - 12.2021
Customer Service Representative
Qualfon Inc.
05.2017 - 10.2019
Quality Assurance Analyst
Qualfon Inc.
03.2017 - 10.2019
Bachelor of Science - English
Negros Oriental State University
01.2013 - 05.2017
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