GEMMA M. CARAG
San Pedro, Province Of Laguna,LAG
Summary
Dynamic professional with a proven track record in team leadership and collaboration. Known for effective problem-solving and excellent communication skills, contributing to enhanced operational efficiency and employee morale.
Overview
7
7
years of professional experience
Work History
OIC, Sectoral Affairs Unit
Local Government of San Pedro
San Pedro, Province Of Laguna, Philippines
08.2022 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Administrative Supervisor
Metrowaste Solid Waste Management Corporation
Pasig, Metro Manila, Philippines
03.2021 - 10.2022
- Supervised daily operations to ensure compliance with waste management regulations and company policies.
- Led team training initiatives, enhancing staff performance and operational efficiency within the department.
- Streamlined administrative processes, resulting in improved workflow and reduced turnaround times for service requests.
- Coordinated interdepartmental communication to align efforts on waste collection schedules and customer service inquiries.
- Implemented data management systems for tracking service metrics, improving reporting accuracy and decision-making processes.
- Mentored junior staff, fostering a culture of collaboration and continuous improvement in administrative practices.
- Developed standard operating procedures that enhanced consistency in administrative tasks across the organization.
- Trained new employees on company policies, procedures, software applications.
- Handled sensitive information with discretion by maintaining confidentiality in accordance with company guidelines.
- Provided support during periods of high workload by stepping in to assist with various administrative tasks as needed.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Enhanced employee morale through recognition programs, fostering a positive work environment that encouraged collaboration and teamwork.
- Improved communication between departments with the implementation of efficient information-sharing tools and strategies.
- Updated reports, managed accounts, and generated reports for company database.
- Managed a team of office staff, providing training and support to ensure smooth daily operations.
- Facilitated weekly staff meetings to discuss ongoing projects, address concerns, and share updates from various departments within the organization.
- Resolved conflicts between team members by addressing concerns and facilitating open communication channels.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
- Assisted with recruitment efforts by screening resumes, scheduling interviews, and conducting reference checks for potential hires.
- Ensured timely completion of projects by creating detailed timelines and assigning tasks to appropriate team members based on skill sets and availability.
- Served as the main point of contact for external partners, establishing strong relationships built on professionalism and reliability.
- Evaluated employee performance through regular feedback sessions while setting clear expectations for professional growth.
- Collaborated closely with other department managers to identify areas where administrative support could be improved or streamlined.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Monitored front areas so that questions could be promptly addressed.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Interceded between employees during arguments and diffused tense situations.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Completed bi-weekly payroll for 300 employees.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Inquiries Team Leader
Pinnacle Real Estate Consulting Services
Makati City, Metro Manila, Philippines
05.2019 - 02.2021
- Led team in resolving customer inquiries and complaints efficiently.
- Analyzed customer feedback to identify areas for process improvement.
- Coordinated with cross-functional teams to ensure seamless service delivery.
- Monitored team performance metrics and provided constructive feedback regularly.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Improved overall call center performance with effective coaching and feedback to team members.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Education
Bachelor of Science - Biological Sciences
University of The Philippines - Los Banos
Los Banos, Province Of Laguna, PhilippinesOffice Information Technology - Office Information Technology
San Pedro Technological Institute
San Pedro, Province Of Laguna, Philippines03-2019
High School Diploma -
Colegio De Sta. Catalina De Sena
Binan, Province Of Laguna, Philippines03-1989
GED -
Landayan Elementary School
San Pedro, Province Of Laguna, Philippines03-1985
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Calm under pressure
- Active listening
- Organization and time management
- Decision-making
- Problem resolution
- Verbal communication
Additional Information
I am passionate about community service contributing to the following experience:
- Community Organizer, 1992 - 1994
- Peasant Organizer, 1994 - 2010
- Women Organizer, 2022 - Present
Timeline
OIC, Sectoral Affairs Unit
Local Government of San Pedro
08.2022 - Current
Administrative Supervisor
Metrowaste Solid Waste Management Corporation
03.2021 - 10.2022
Inquiries Team Leader
Pinnacle Real Estate Consulting Services
05.2019 - 02.2021
Bachelor of Science - Biological Sciences
University of The Philippines - Los Banos
Office Information Technology - Office Information Technology
San Pedro Technological Institute
High School Diploma -
Colegio De Sta. Catalina De Sena
GED -
Landayan Elementary School