Elaine Malonzo
Savvy Virtual Assistant: Making Your Work Easier
Metro Manila
Summary
Experienced and results-driven professional with over a decade of experience in customer support, operations management, and quality assurance. Proven track record in managing and improving customer service operations, leading cross-functional teams, and optimizing business processes to enhance efficiency and productivity. Adept at creating engaging property listings, managing customer interactions, and ensuring smooth operations. Strong communication, problem-solving, and leadership skills, with a passion for delivering exceptional customer experiences and driving business success.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Quality Assurance and Business Intelligence Anayst
Remote Staff
4 2023 - 2 2024
- Ensured operational processes were consistently followed to maintain productivity and quality customer service.
- Collaborated with the Business Process and Improvement team to enhance processes.
- Provided accurate and timely reporting on individual and team performance.
Business Owner
ActiVape Shoppe
8 2017 - 1 2019
- Managed daily operations, inventory, and customer service.
- Implemented marketing strategies and designed store displays.
- Handled online orders and customer inquiries.
Client Relations Manager
Remote Staff
08.2022 - 04.2023
- Oversaw daily task assignments and guided personnel through client or process issues.
- Built strong relationships with clients and addressed their needs.
- Directed, coached, and trained team members to achieve service excellence.
Lead Account Officer - Officer in Charge
Remote Staff
07.2022 - 08.2022
- Streamlined internal processes and trained new Lead Accounts Officers.
- Coordinated with various departments regarding tools and processes.
- Managed client and staff relationships.
Lead Account Officer
Remote Staff
05.2021 - 07.2022
- Managed client and staff onboarding and provided conflict resolution.
- Monitored day-to-day activities and developed client-staff relationships.
- Liaised between clients, staff, and other departments.
Business Consultant
Remit To The Philippines Pty Ltd
01.2020 - 04.2021
- Provided management oversight for customer operations of financial service businesses.
- Handled business-to-business relationships and vendor management.
- Prepared reports, proposals, and presentations for clients.
Customer Service Team Manager
Amazon
03.2020 - 08.2020
- Led and developed a team of 20-30 associates.
- Managed SLAs, quality, and customer experience.
- Implemented process improvements and resolved customer issues.
Head of Operations
Remit to the Philippines
08.2018 - 12.2019
- Led the company towards goals set by the CEO.
- Managed Support, Accounts, and Compliance teams.
- Conducted research to expand revenue streams and increase customer satisfaction.
Senior Consultant
PayStaff
08.2018 - 01.2019
- Works with the CEO, Marketing Manager, and The Support Manager
- Advises the team managers on the best practices that can be applied on the team.
General Partner
Clash of Burgers San Miguel Branch
09.2017 - 01.2019
- Oversaw day-to-day operations and managed staff.
- Developed and implemented marketing strategies and new menu items.
- Ensured compliance with health and safety regulations.
Operations Manager
Remit to the Philippines
08.2015 - 08.2018
- Managed customer support and accounts teams.
- Created performance reports and marketing strategies.
- Recommended system improvements and developed workflow processes.
Global Service Bureau Executive
The Depository Trust & Clearing Corporation
03.2014 - 08.2015
- Maintained databases and input/uploaded sensitive data.
- Generated and analyzed reports for clients.
- Resolved client questions and provided analysis for data improvement.
Senior Desktop Publishing Executive
Standard Chartered Bank
06.2012 - 02.2014
- Ensured quality of presentations for Analysts/Associates.
- Provided technical support for Microsoft Office applications.
- Conducted training sessions for analysts.
Hiring Manager
Remote Staff
03.2011 - 03.2012
- Handled recruitment and final screening of candidates.
- Communicated with clients regarding job order requirements.
- Set up interviews between clients and candidates.
Client and Staff Operations Manager
Remote Staff
03.2009 - 01.2010
- Ensured productive work relationships between clients and staff.
- Monitored staff attendance and compliance.
- Collaborated with web developers to improve systems and tools.
Customer Service Representative
Information Gateway Inc
06.2007 - 02.2008
- Handled customer-related issues and prepared reports.
- Consolidated call statistics.
Reports Analyst
Sykes Philippines
01.2005 - 02.2006
- Prepared and maintained performance management reports.
- Developed and enhanced Excel templates.
Front Desk Officer / Receptionist / Cashier
Citifinancial Corporation
07.2004 - 10.2004
- Assisted clients in person and via phone.
- Managed cash transactions and maintained client records.
- Handled customer complaints and inquiries.
New Accounts [On-The-Job Training]
Rizal Commercial Banking Corporation (RCBC)
12.2003 - 04.2004
- Assisted clients, performed data encoding, and maintained files.
Research Assistant
De La Salle University
6 2003 - 12.2003
- Conducted research and presented findings on financial topics.
Crew and Cashier [Summer Job]
Goldilocks Bakeshop, Inc.
01.2003 - 03.2003
- Handled cash transactions and provided customer assistance.
Education
Bachelor of Science in Commerce - Management of Financial Institutions
De La Salle University
01.2000 - 04.2004
Skills
- Customer Service
- Communication
- Problem-Solving
- Time Management
- Digital Marketing
- Social Media Management
- Microsoft Office Proficiency
- Project Management
- Quality Management
Certification
Quality Management Foundations
Timeline
Client Relations Manager
Remote Staff
08.2022 - 04.2023
Lead Account Officer - Officer in Charge
Remote Staff
07.2022 - 08.2022
Lead Account Officer
Remote Staff
05.2021 - 07.2022
Customer Service Team Manager
Amazon
03.2020 - 08.2020
Business Consultant
Remit To The Philippines Pty Ltd
01.2020 - 04.2021
Head of Operations
Remit to the Philippines
08.2018 - 12.2019
Senior Consultant
PayStaff
08.2018 - 01.2019
General Partner
Clash of Burgers San Miguel Branch
09.2017 - 01.2019
Operations Manager
Remit to the Philippines
08.2015 - 08.2018
Global Service Bureau Executive
The Depository Trust & Clearing Corporation
03.2014 - 08.2015
Senior Desktop Publishing Executive
Standard Chartered Bank
06.2012 - 02.2014
Hiring Manager
Remote Staff
03.2011 - 03.2012
Client and Staff Operations Manager
Remote Staff
03.2009 - 01.2010
Customer Service Representative
Information Gateway Inc
06.2007 - 02.2008
Reports Analyst
Sykes Philippines
01.2005 - 02.2006
Front Desk Officer / Receptionist / Cashier
Citifinancial Corporation
07.2004 - 10.2004
New Accounts [On-The-Job Training]
Rizal Commercial Banking Corporation (RCBC)
12.2003 - 04.2004
Crew and Cashier [Summer Job]
Goldilocks Bakeshop, Inc.
01.2003 - 03.2003
Bachelor of Science in Commerce - Management of Financial Institutions
De La Salle University
01.2000 - 04.2004
Quality Assurance and Business Intelligence Anayst
Remote Staff
4 2023 - 2 2024
Business Owner
ActiVape Shoppe
8 2017 - 1 2019
Research Assistant
De La Salle University
6 2003 - 12.2003
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