Francis Rodriguez
Tarlac City
Summary
Dynamic and results-driven professional with extensive experience in cash handling, customer service, and front-line operations. Proven ability to leverage strong communication and problem-solving skills to enhance customer experiences while efficiently addressing inquiries and technical issues. Recognized for optimizing administrative functions and fostering a collaborative work environment, ensuring smooth workflows and operational success. Committed to maintaining a safe, organized, and enjoyable atmosphere for both customers and team members, blending technical expertise with a positive, adaptable approach.
Overview
20
20
years of professional experience
Work History
Customer Experience
Society for Human Resource Management
07.2019 - Current
- Speak to our clients and help them purchase products by providing detailed information, solving problems, setting appointments and next steps.
- Retention of membership to customers with their Professional, Global Online and Student membership with the society.
- Manage inbound and outbound calls with regard to member’s concerns related to their membership.
- Manage inbound and outbound calls with regard to candidate’s certification, exams and appointments.
- Promotion and marketing of auto-renewal option or feature of customer’s membership.
- Process disputes and concerns in terms of purchases and refunds.
- Creation of Sales Orders, Invoices, Cash Sales, Receipts.
- Answering and responding to emails with regard to membership, certification, conferences and other related inquiries.
- Updating the database and customer’s account information via Netsuite and Salesforce.
- Coordinating with different departments to ensure records accuracy (IT, Accounting, Research, Customer Care).
- Manage information and processing of requests for seminars, conferences, webinars, webcasts.
- Other adhoc and administrative tasks provided by the Manager.
Team Lead – Property Management
Cloudstaff Modern Workforce
07.2019 - 01.2020
- Manage the team of back office support staff.
- Communicates company goals, safety practices, and deadlines to the team.
- Motiva team members and assess performance.
- Work with the Onboarding/ Sales team for the processing of incoming property owners as additional units to folio.
- Work with the Leasing team on requirement in terms of tenancy applications, key sheets, forms to be accomplished for tenants who will stay and rent a certain unit, apartment or house.
- Work with the Property Operations team on all repair and maintenance to all properties, processing of bills, inspections and all other day-to-day tasks with the tenants and owners.
- Updating of properties to different websites when vacancy is available.
- Do credit verification and reference checks.
- Develop strategies to promote team member adherence to company regulations and performance goals.
Order Management Specialist
Crossover
08.2018 - 04.2019
- Send quote package to clients whose contracts are 90 days from expiration.
- Ensure Salesforce record accuracy.
- Answer client / sales requests via Zendesk ticketing system.
- Attend weekly maint meetings to discuss status of accounts (Mondays).
- Attend weekly team meetings and 1 on 1 coaching sessions.
- Track quote package to completion - signed/not signed.
- Create sales orders.
- Coordinating with different departments to ensure records accuracy (finance, support, sales).
- Other admin tasks assigned by team lead.
Senior Manager – Administration
iQor Philippines
11.2018 - 12.2018
- Daily monitoring for Facility/ Admin Supervisor (General Maintenance).
- Daily rounds and talk to Operations and Support VP for any pending requests/ issues.
- Daily Reporting: provide updates to Admin/ Facility Director.
- Resolve observed site issues/ defects/ complaints and present options to resolve/ rectify critical items.
- Provide costing for projects and resolutions.
- Overall Management of Security, Maintenance and Housekeeping Staff.
- Give directives and instructions to facility and admin supervisor, security, maintenance, and housekeeping staff.
- Ensure issues are immediately addressed and necessary long-lead items are decided/ awarded asap.
- Communicate to Admin/ Facilities Director for site requirements/ projects and operation requests, discuss priorities and organize deliverables and schedule of activities.
- Oversee management of access cards (issuance retrieval and monitoring) and ensure termed employees get deactivated by ACCESS and CCTV Team.
- Pantry Management.
- Supplies Management (office, toiletries, cleaning, etc.).
- Oversee issuance of company IDs within 24 hours of request (daily).
- Implementation, compliance, and assessment of the company policies, process and procedures (Security, Housekeeping, Maintenance).
- Manage company transportation requirements (retainer cars, extra cars, public transport, etc.).
- Manage VISA application for Expats based on his/ her site location.
- Vendor Management: sourcing of vendors for current and future requirements for Admin, Facilities and Operations and other Support Groups; issue PO to vendors upon confirmation of Admin Director; track outstanding payments to vendors and ensure company does not get penalties for late payments; manage application for company subscriptions and the like.
- Oversee mailing of company letters on a daily basis.
- Do random audits with Security, Housekeeping process, policies and procedures.
- Client Visit Preparations: boardroom reservation and preparation, hotel accommodation, transportation, assistance for client presentations, ensure security measures are well carries out, proper housekeeping of entire site, especially the client/ executive areas.
- Oversee Management and maintenance or restrooms, pantry and sleeping quarters and all other areas in the site.
Customer Service Assistant Manager
Checker HK Services Philippines
04.2018 - 09.2018
- Process all customer service related concerns for Amazon, all marketplace (US, CA, UK, DE, FR, IT, ES, JP, IN and IT).
- Respond to all client-based emails.
- Process all customer service related concerns to eBay – America and Europe.
- Respond to Negative Customer Reviews, turn positive customer comments to positive customer reviews.
- Seller Feedback Removal, respond to Tuya App Messages (US and Europe channels), process Amazon Reimbursement management.
- Competitor product reporting, Shipment reconciliation, management of enhance content creation.
- Business Development Support, miscellaneous customer service support and other tasks required by the client which are deemed necessary.
Team Leader Accounts: ACP/ SOS Global (E-Commerce), Windsor Mail (CSR), TravelTree (Travel)
MDM Systems, Inc.
11.2017 - 04.2018
- Supervises staff from three (3) different accounts/ programs who handles (a) E-Commerce clients who does graphics design (with deep etching), data mining, product listing on Ebay and Amazon, Competitor Analysis, Growth and Cost Analysis, Neto and Magento usage; (b) Customer Service wherein they take calls concerning orders, and responding to mails, and; (c) handling calls for a travel account specific to Australia.
- Monitoring of daily, weekly and monthly KPIs.
- Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion.
- Assesses and discusses problems relating to yield, quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns.
- Provides daily, weekly and monthly reports and proposes possible processes for improvements (PEP, MIP, incentive plan, etc.).
Manager - Admin and Facilities
Sutherland Global Services Philippines, Inc.
02.2012 - 06.2017
- Sources possible vendors and suppliers for accreditation along with the submission of required documents for legalities.
- Does the preliminary background checking and partial negotiation especially with vendors for events, activities, concessionaires, food kiosks.
- Manages the usage of petty cash fund of the department for Tarlac site which has 3,000 employees, 4 buildings that’s under PEZA with more or less 2 hectare area.
- Oversees the overall operation of the facility, ensuring that all equipment (AC units, UPS, generator set units) are in good, normal working condition.
- Prepares budget plan for fiscal year for Admin and Facilities based on targeted revenue, and be able to provide comprehensive cost improvement plans (CIPs) as part of savings from approved budget of the department.
- Office Environment management (planning, organizing, providing leadership and controlling all administrative functions), quality and cost control.
- Provides support assistance to Service Delivery/ Operations and other department requests – accommodation, travel, room scheduling, coordination with accredited vendors in providing F&B on events, occasions, activities, team buildings.
- Communicate, coordinate with government entities such as PEZA, LGUs, DENR-EMB, BFP and other agencies in compliance with ISO, Health and Safety standards, amongst others.
- Project Management based on client-required specifications on production areas – branding of warm shells, construction of new building.
- Improvement of existing facility through cost-efficient projects that are mandated by the government, standard protocols, and employee-related needs.
Associate Quality Manager - Accounts: DirecPath, Play.com
Sutherland Global Services Philippines, Inc.
07.2010 - 02.2012
- Coordinate with SD, along with Quality Manager and POC to ensure smooth transition and roll out of FMEA/ Hygiene Audits.
- Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion.
- Reporting: validate and check QA reports and interacts with operations and support groups regarding quality improvements and ensuring understanding of the reports; ensures QAS forward quality updates and reports sent by client QM, create internal reports and communicate to the floor, training timely, accurately, and consistently; delivers requested reports by management.
- Calibration & Call Listening: schedules, coordinates and facilitates call calibration session together with client representatives, the team and SD supervisors.
- Communication: serves as point of contact for all quality concerns; updates service delivery and other support groups concerned on changes regarding information, policies, guidelines, processes pertaining to quality and other updates from clients; prepares and present both written and verbal communication to clients and colleagues.
- Management: monitor QAS performance and updating records on a monthly basis; enforce all company policies and procedures; maintain all related training records and reports.
Quality Assurance Team Leader - Accounts: Symantec EH (Visa), DirecPath, Play.com
Sutherland Global Services Philippines, Inc.
03.2009 - 06.2010
- Assesses and discusses problems relating to yield, quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns.
- Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion.
- Reporting: prepares QA reports and interacts with operations and support groups regarding quality improvements and ensuring understanding of the reports; ensures QAS forward quality updates and reports sent by client QM, create internal reports and communicate to the floor, training timely, accurately, and consistently; delivers requested reports by management.
- Calibration & Call Listening: schedules, coordinates and facilitates call calibration session together with client representatives, the team and SD supervisors.
- Communication: serves as point of contact for all quality concerns; updates service delivery and other support groups concerned on changes regarding information, policies, guidelines, processes pertaining to quality and other updates from clients; prepares and present both written and verbal communication to clients and colleagues.
- Management: monitor QAS performance and updating records on a monthly basis; enforce all company policies and procedures; maintain all related training records and reports.
Quality Assurance Specialist - Symantec Enterprise, HughesNet Billing, H & R Block, Symantec EH
Sutherland Global Services Philippines, Inc.
01.2008 - 03.2009
- Responsible for auditing quality and providing feedback to Supervisors and Trainers.
- Achieves daily, weekly, and monthly quality monitor goals for email/ call/ chat in accordance with account specified goals.
- Provide performance feedback and input to all monitored calls to increase service quality (real-time discussion).
- Serves as a point of contact for quality issues and questions.
- Prepares QA/ CSAT reports and interacts with operations and support groups regarding quality improvements.
- Ensures adherence to client standards and recommends/ develops action plans, process improvements, if necessary to contain and correct quality problems.
- Provides effective communication and quality feedback to staff.
- Prepares and presents both written and verbal communication to clients and colleagues alike.
- Able to communicate effectively regarding Sutherland and projects, at short notice and under pressure.
- Acts decisively to solve people problems and communicate action plans.
Subject Matter Expert/ Senior Agent - Account: Symantec Enterprise
Sutherland Global Services Philippines, Inc.
11.2007 - 01.2008
- Available to answer queries and escalations from agents, assists the team in providing refresher training or cross-training as deemed necessary by Operations or other Support groups.
- Provides effective communication and feedback to staff, experience and proven ability to speak with confidence in front of large groups.
- Prepares and presents both written and verbal communication to clients and colleagues alike, assists in the identification of staff training requirements.
- Acts decisively to solve people problems and has the ability to influence and motivate others in a positive direction that supports the organizational goals and objectives.
- Delivers reports on time as requested by the client(s) and/ or management.
- Strong planning, time management, and organizational skills.
- Recovers quickly from setbacks and driven by results and foster a client-centric work environment from across all team members.
Technical Support Representative/ Customer Service Specialist
Sutherland Global Services Philippines, Inc.
11.2006 - 11.2007
- Assists in the identification of staff training requirements.
- Acts decisively to solve people problems and has the ability to influence and motivate others in a positive direction that supports the organizational goals and objectives.
- Delivers reports on time as requested by the client(s) and/ or management.
- Strong planning, time management, and organizational skills.
- Recovers quickly from setbacks and driven by results and foster a client-centric work environment from across all team members.
Data Analyst/ Encoder
Land Bank of the Philippines
08.2006 - 10.2006
- Sorts out client’s account and ensure that everything’s in place.
- Input client data onto the database and ensure balances are equal.
- Provide analysis and recap at the end of the day as to how many clients are delinquent and who no longer exist from the database.
- Troubleshoot on the application and provide recommendation to improve the program and become more user-friendly.
- Check and verify from other departments if client is still an existing member.
English Instructor
Man-to-Man Boarding School (MMBS)
06.2006 - 08.2006
- Teaches English to foreign students.
- Prepares lessons and study materials in advance.
- Assists students mainly in developing their writing and speaking skills.
- Evaluates students’ progress.
POS Comptroller/ MIS Supervisor
EZ Supermarket (Super Achievement Corporation)
07.2005 - 04.2006
- Solely responsible with the IT stuff that the company has for all branches.
- Responsible in updating product prices and disseminate it to all branches for changing and updating in selling area.
- Provides daily, weekly, monthly, quarterly and yearly sales reports to Managers and owners of the company.
- Manages all POS and ensure all are working during business hours; troubleshoot and update the server and workstations/ terminals.
- Coordinates with the programmer and internal clients in areas of internet connection, IT security software/hardware purchase and its warranty and the deployment of system applications.
- Provides needed reports to Sales agents when needed and ensure that technology standards in infrastructure and software development within the company are compliant with present standards.
Check Out Section Head
EZ Supermarket (Super Achievement Corporation)
07.2005 - 07.2005
- Responsible on the productivity of Cashiers, Baggers and Customer Service personnel.
- Provides assistance on customer complaints such as refunds, replacements and queries on product prices and descriptions.
- Reports to the Operations Manager on challenges and staffing of the team.
- Prepares and checks schedule of manpower on a weekly basis.
- Reports disputes or discrepancies on items with un-updated prices.
- Coordinates with Selling, Frozen, Warehouse Departments on items without stock.
- Ensures cleanliness of front-end and tallying/ balance of sales receipts versus actual cash sales.
- Assists cashiers in dealing with customers on discounts, rebates, voiding items incorrectly punched in the POS, changing if cash into other denominations.
- Checks and ensures availability of needed supplies and equipment to perform duties and responsibilities.
Education
Bachelor of Science - Business Administration, Information Systems Management
TARLAC STATE UNIVERSITY
04.2005
Technical Course - Electricity
DON BOSCO TECHNICAL INSTITUTE
04.2001
Skills
- Customer experience design
- Customer experience optimization
- Customer experience management
- Customer experience strategy
Accomplishments
- Most Outstanding Student Leader, 2004
- Passed – Civil Service Commission Examination for Professionals
- Certified – Basic Occupational Safety and Health, 2015
References
- MS. DANA KAY T. ANGELES, Product Expert, 63949.887.4181, Supply Chimp
- MS. AILEEN J. PEREZ, Vice President, 63918.938.5039, Demand Science Philippines
- MS. MARILIESE CABILBIL, Training and Quality Manager, 63917.826.7511, PhilamLife Corporation – Philippines
Training
- COACHING CLINIC FOR LEADERS AND MANAGERS, Phoenix One The Knowledge Institute, Makati City, 2017-03-16
- PROFESSIONAL LEADERSHIP, SAS Management Inc., Makati City, 2016-09-20
- PROBLEM SOLVING AND DECISION MAKING, Phoenix One The Knowledge Institute, Makati City, 2016-06-09
- BASIC OCCUPATION SAFETY AND HEALTH, Certified Safety Officer, Participant, L Square Hotel, Brgy. San Rafael, Tarlac City, 2015-05-08
- TRAINING FOR MANAGING HEADS, Participant/ Alternate Pollution Control Officer, Holiday-Inn Clark, Clarkfield, Pampanga, 2015-04-01
- BASIC LIFE SUPPORT AND FIRST AID TRAINING, Certified First Aider/ Adult Lay Rescuer, Clark Development Corporation, 2012-07-02
Timeline
Customer Experience
Society for Human Resource Management
07.2019 - Current
Team Lead – Property Management
Cloudstaff Modern Workforce
07.2019 - 01.2020
Senior Manager – Administration
iQor Philippines
11.2018 - 12.2018
Order Management Specialist
Crossover
08.2018 - 04.2019
Customer Service Assistant Manager
Checker HK Services Philippines
04.2018 - 09.2018
Team Leader Accounts: ACP/ SOS Global (E-Commerce), Windsor Mail (CSR), TravelTree (Travel)
MDM Systems, Inc.
11.2017 - 04.2018
Manager - Admin and Facilities
Sutherland Global Services Philippines, Inc.
02.2012 - 06.2017
Associate Quality Manager - Accounts: DirecPath, Play.com
Sutherland Global Services Philippines, Inc.
07.2010 - 02.2012
Quality Assurance Team Leader - Accounts: Symantec EH (Visa), DirecPath, Play.com
Sutherland Global Services Philippines, Inc.
03.2009 - 06.2010
Quality Assurance Specialist - Symantec Enterprise, HughesNet Billing, H & R Block, Symantec EH
Sutherland Global Services Philippines, Inc.
01.2008 - 03.2009
Subject Matter Expert/ Senior Agent - Account: Symantec Enterprise
Sutherland Global Services Philippines, Inc.
11.2007 - 01.2008
Technical Support Representative/ Customer Service Specialist
Sutherland Global Services Philippines, Inc.
11.2006 - 11.2007
Data Analyst/ Encoder
Land Bank of the Philippines
08.2006 - 10.2006
English Instructor
Man-to-Man Boarding School (MMBS)
06.2006 - 08.2006
POS Comptroller/ MIS Supervisor
EZ Supermarket (Super Achievement Corporation)
07.2005 - 04.2006
Check Out Section Head
EZ Supermarket (Super Achievement Corporation)
07.2005 - 07.2005
Technical Course - Electricity
DON BOSCO TECHNICAL INSTITUTE
Bachelor of Science - Business Administration, Information Systems Management
TARLAC STATE UNIVERSITY