CZARINA MAY DEL MUNDO
Operations Manager
Panabo 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.
Overview
1
1
Language
2027
2027
years of professional experience
Work History
Operations Manager
IdeasUnlimited BPO Inc.
08.2020 - Current
- Procured materials and managed budgeting to ensure timely payment of monthly bills.
- Managed initiatives to maintain a clean and safe workplace for employees.
- Protected center's equipment to ensure operational readiness
- Evaluate individual performance reviews, attendance, and overall team effectiveness with upper management
- Sets and achieves performance goals and objectives to provide an outstanding client experience. Coaching if needed.
- Managing initiatives to promote clean and safe workplace for employees
- Cultivate positive team environment to sustain low personnel turnover rate.
- Attends regular meetings with the team to discuss issues, concerns, updates, and others
- Resolved basic technical issues to maintain system functionality
- Ensures security of center's equipment
- Supervised operations staff to ensure compliance with company policies and procedures.
Customer Service Representative
IdeasUnlimited BPO Inc
10.2021 - Current
- Addressed customer inquiries through chat interactions, phone calls, and email communications.
- Guided trainees and new associates during onboarding to improve their skills and confidence.
- Mentored agents to address low performance metrics, quality assurance deficiencies, and attendance concerns.
- Guided and developed service representatives to ensure courteous, professional customer interactions.
- Mentor agents facing low performance metrics, quality assurance deficiencies, and attendance concerns
- Promoted positive team morale by organizing team-building activities and recognition programs.
- Assessed team performance metrics, offering coaching and feedback to maintain compliance with standards.
- Designed training resources to improve team performance and optimize onboarding experience.
- Managed customer service team in tackling intricate inquiries and escalations.
- Facilitated communication between management and staff, relaying updates on company policies and procedures.
- Streamlined scheduling processes to ensure adequate staffing during peak hours.
- Facilitated communication between management and staff, effectively relaying updates on company policies and procedures.
- Streamlined scheduling processes to guarantee sufficient staffing levels during peak hours of operation.
- Orchestrated seamless transition periods during system upgrades or changes by guiding team through new processes effectively.
- Responding to client surveys and feedback
- Handled claims for lost and damaged goods by coordinating with respective courier services for resolution.
Recruitment Officer
IdeasUnlimited BPO INC
01.2022 - Current
- Supported recruitment team by advertising positions and addressing candidate inquiries.
- Assisted candidates through HR procedures and final interview process
- Facilitated onboarding and account setup for new agents
- Guiding candidates during HR procedures and final interview
- Helping new agents with Onboarding and Account Setup
- Managed and responded to chat messages and concerns via social media platform
Customer Service Representative
IdeasUnlimited BPO Inc
11.2020 - 09.2021
- Resolved customer inquiries via chat and email, ensuring timely support.
- Handled customer inquiries through both chat and email platforms.
- Provided product information and guidance to enhance customer satisfaction.
- Implemented feedback mechanisms to improve service quality and response times.
- Trained new representatives on best practices for customer service excellence.
- Communicated with clients to address possible email driver problems and their concerns
Team Supervisor
Awesome OS
02.2015 - 07.2020
- Assisted agents in completing their assigned tasks.
- Developed, recommended, and implemented measures to improve productivity, performance, quality, and career path for staff members.
- Communicated policy updates and company information in team meetings, huddles, and one-on-one sessions to keep staff informed and aligned.
- Documented coaching and development sessions, including corrective actions and performance improvement plans to help staff meet key performance indicators.
- Communicated policy updates and company information through team meetings, huddles, and one-on-one development sessions.
- Supervised daily operations to maintain team efficiency and ensure achievement of performance goals.
- Took on additional job duties, including training with the newly promoted SWAT agents, refresher training, and answering emails during an unexpected backlog, resulting in meeting project target metrics.
Customer Service Representative
Awesome OS
07.2014 - 01.2015
- Resolved customer queries through timely email responses.
- Collaborated with team members to streamline communication processes.
- Documented customer interactions accurately to maintain service records.
- Assisted supervisor by providing guidance to agents during training sessions.
- Assuming supervisory responsibilities if primary supervisor is absent.
Technical Support Representative
VXI Global Holding
05.2011 - 06.2014
- Provided technical assistance to customers via phone
- Diagnosed customer issues via remote testing, escalating tickets for timely resolution.
- Trained new hires on company policies, tools, and best practices to enhance customer support skills.
- Presented service upgrade options to customers during calls
Customer Service Representative
Sutherland Global Services
01.2010 - 03.2011
- Provided phone support to assist customers with inquiries
- Assisted customers with disability checks, ensuring timely access to benefits
- Activated cards and informed customers of available balances and transaction history, enhancing their understanding of account status
Cashier / Receptionist
Shimz Nailart and Creation
09.2023 - 07.2023
- Assisted customers in selecting services based on their needs.
- Received and processed payments through cash, check, credit card, and automatic debit, ensuring accurate transactions.
- Processed customer transactions efficiently using point-of-sale systems.
- Managed cash register, ensuring accurate handling of cash and credit payments.
- Assisted customers with product selection, providing knowledgeable recommendations.
Food Attendant
Penguin Bar and Restaurant
01.2009 - 03.2009
- Provided prompt and efficient responses to customers, ensuring high-quality customer service.
- Followed food safety procedures in alignment with company policies and health regulations to maintain a safe dining environment.
- Provided exceptional customer service, ensuring guest satisfaction during dining experiences.
- Assisted in food preparation and presentation, adhering to quality standards and safety protocols.
- Maintained cleanliness and organization of dining area, contributing to a welcoming environment.
Cashier
Toah Japanese Restaurant
10.2007 - 01.2008
- Provided prompt and efficient responses to customers, prioritizing customer service and ensuring immediate assistance.
- Adhered to food safety procedures in compliance with company policies and health/sanitation regulations.
- Processed payments by cash, check, credit card, and automatic debit, ensuring accurate transactions.
Food Attendant/ Cashier
Kabukiza Japanese Restaurant
03.2006 - 10.2007
- Provided prompt and efficient responses to customers, ensuring high levels of customer satisfaction.
- Adhered to food safety procedures in accordance with company policies and health regulations to maintain a safe dining environment.
- Followed food safety procedures according to the company policies and health/sanitation regulations
- Conducted training sessions for new employees to ensure they understood company policies and procedures.
Cashier
Jollibee Foods Corporation
- Provided prompt and efficient responses to customers, prioritizing customer service and ensuring immediate assistance.
- Handled cash, credit cards, and other payment methods, managing returns and exchanges effectively.
- Familiarize item codes
- Sorted and cleaned cash registers at the end of each shift.
Education
Bachelor of Arts - English
Mindanao State University
General Santos City06-2000
Skills
Microsoft Word
Excel
Freshdesk
Shopify
Salesforce
Timeline
Cashier / Receptionist
Shimz Nailart and Creation
09.2023 - 07.2023
Recruitment Officer
IdeasUnlimited BPO INC
01.2022 - Current
Customer Service Representative
IdeasUnlimited BPO Inc
10.2021 - Current
Customer Service Representative
IdeasUnlimited BPO Inc
11.2020 - 09.2021
Operations Manager
IdeasUnlimited BPO Inc.
08.2020 - Current
Team Supervisor
Awesome OS
02.2015 - 07.2020
Customer Service Representative
Awesome OS
07.2014 - 01.2015
Technical Support Representative
VXI Global Holding
05.2011 - 06.2014
Customer Service Representative
Sutherland Global Services
01.2010 - 03.2011
Food Attendant
Penguin Bar and Restaurant
01.2009 - 03.2009
Cashier
Toah Japanese Restaurant
10.2007 - 01.2008
Food Attendant/ Cashier
Kabukiza Japanese Restaurant
03.2006 - 10.2007
Cashier
Jollibee Foods Corporation
Bachelor of Arts - English
Mindanao State University