GUADA MICHAL MALANOG
Cortes
Summary
With over 10 years of seasoned expertise in customer service and administrative duties, I am a resourceful and detail-oriented professional with proven leadership acumen. My experience as a Client Relations Center Manager in the microfinancing sector attests to my strong managerial abilities and strategic execution skills. Known for effectively managing multiple tasks under strict deadlines, I am a valuable collaborator and offer initiative-driven and solution-focused actions in any professional environment. My experience as a home-based online ESL teacher showcases my superior organizational and communication abilities, further complemented by advanced computer skills. As a technical coordinator, I am focused on enhancing administrative efficiency and ensuring coordinated task execution. Bilingual proficiency in English and Tagalog gives me an edge in diverse communication settings. High adaptability characterizes my work style, equipped with the ability to thrive in high-pressure scenarios. Energetically pursuing tasks at hand, I demonstrate exceptional resourcefulness and attention to detail in every project I undertake. I am confident in my ability to bring a valuable skill-set and my initiative-driven yet team-oriented work ethic to your team.
Overview
25
25
years of professional experience
Work History
Records Officer/Administrative Officer
Land Registration Authority- RD Tagbilaran City
07.2018 - Current
- Custodian of records and documents, ensuring their safety and proper storage
- Maintains an efficient records management system for operating records and documents
- Prepares annual inventory reports for titles, office equipment, and office supplies.
- Participated in strategic planning sessions, contributing insights on records management implications for organizational goals.
Home-based Online ESL Teacher
Acadsoc LTD
08.2016 - 05.2018
- Prepared and conducted 1-on-1 online classes with strong organizational skills
- Delivered effective instruction, managed assessments, and ensured high teaching standards.
- Conducted regular assessments to monitor student progress and identify areas for improvement, providing constructive feedback to foster language development.
Home-based Online Business English Tutor
Bizmates
03.2016 - 07.2016
- Instructed Business English, emphasizing organizational and communication skills
- Guided Japanese professionals in business communications concerns.
- Monitored student progress through regular assessments and provided constructive feedback.
Home-based Online ESL Teacher
51talk Philippines
03.2014 - 01.2016
- Taught English to Chinese students online, evaluating performance based on set guidelines
- Conducted one-on-one video lessons, provided corrective feedback, and maintained detailed lesson memos.
Customer Relations Center (CRC) Manager
MBank Philippines
02.2013 - 01.2015
- Developed CRC activities with a focus on qualitative and quantitative improvement
- Managed day-to-day CRC operations, ensuring compliance with policies and procedures
- Administered budgeting, monitoring, reporting, and asset preservation.
- Optimized workforce scheduling, balancing team workload to prevent burnout and maintain morale.
- Conducted performance reviews, identifying areas for development and rewarding high achievers.
Cash and Inventory Officer
Smart Communication, Inc.
08.2012 - 01.2013
- Oversaw cashiering functions and ensured accuracy and security of physical stocks.
- Conducted regular stock takes to maintain accurate inventory records and identify discrepancies.
- Coordinated with sales and marketing teams to manage inventory levels during promotional periods.
- Utilized barcode scanning technology to streamline inventory processing and reduce human error.
- Oversaw the receipt of new stock, ensuring accurate recording and storage in appropriate locations.
- Cleaned and tidied storage areas to maintain health and safety standards.
- Organized stock areas and displays, facilitating product visibility with carefully labeled shelves providing access to goods.
Customer Sales Officer
Smart Communication, Inc.
08.2011 - 07.2012
- Managed frontline functions, sales processing, and reports management
- Forecasted and facilitated the liquidation of stocks.
- Attended meetings with managers to obtain knowledge on products to sell and promotions to push.
- Continuously improved self-performance by analyzing customer feedback and monitoring service reviews.
- Maintained excellent client relationships by providing excellent customer service and proactively solving issues.
- Maintained up-to-date records of customer correspondence, complaints and feedback to help advance company services.
- Worked with sales teams to determine best strategies to increase customer interest and purchases.
- Participated in industry events and conferences to expand network and stay abreast of market developments.
- Persuaded hesitant customers through effective argumentation and product comparison, increasing conversion rates.
- Delivered top-quality customer service by providing professional after-sales support.
- Successfully identified upselling and cross-selling opportunities through research and client feedback.
- Provided exceptional after-sales support, addressing queries and resolving issues promptly.
Customer Care Officer
Smart Communication, Inc.
05.2003 - 07.2011
- Managed cashiering, customer complaints, and aftersales transactions with a focus on efficiency
- Oversaw technical troubleshooting of mobile phones and new line subscriptions.
- Updated customer records with every interaction, ensuring data accuracy and privacy compliance.
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Assisted customers with navigation of the company website and online purchasing process, enhancing user experience.
- Maintained extensive knowledge of product range to effectively answer employee and customer queries on product specifications.
- Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs.
- Personalized customer interactions by remembering repeat customers and their preferences.
- Facilitated returns and exchanges, ensuring compliance with company policies and customer satisfaction.
- Gave clients information about available products and services to build awareness.
- Received calls and redirected individuals to relevant departments for smooth customer care.
- Attended regular training to enhance performance and expand knowledge.
- Handled incoming telephone calls promptly to minimize customer waiting times and enhance customer satisfaction ratings. Managed cashiering, customer complaints, and aftersales transactions with a focus on efficiency
- Oversaw technical troubleshooting of mobile phones and new line subscriptions
Administrative Assistant
Smart Communication, Inc.
08.1999 - 04.2003
- Handled administrative tasks, facilitated travel requests, and managed funds and budgets
- Provided financial reports with analysis.
- Implemented filing system upgrades, transitioning to electronic document management to enhance accessibility and reduce waste.
- Handled incoming calls and emails, providing prompt responses or directing queries to appropriate departments.
- Coordinated travel arrangements, including flights and accommodation, for executives and staff attending meetings/conferences and trainings.
- Maintained comprehensive filing systems, both digital and paper-based, for easy retrieval of documents.
- Processed expense claims and invoices, ensuring accurate financial records and timely payments.
- Monitored office supplies inventory, placing orders to avoid shortages and maintain operational flow.
- Provided support to human resources, assisting with recruitment processes and maintaining employee records.
- Assisted in budget preparation and monitoring, contributing to financial stewardship within the department.
- Handled photocopying documents, updating files and faxing communications for staff.
- Answered telephone calls to offer information, direct callers and take messages.
- Sorted physical and digital information and sent to correct locations or personnel.
- Received, routed and distributed incoming mail and parcels.
Education
Bachelor of Science - Business Administration - Banking And Finance
03.1999
Cum Laude
Skills
- Records Management
- Cashiering
- Customer Service
- Stocks (Inventory)
- Management
- Teaching
- Telecommunications
- Attention to Detail
- Time Management
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Effective Communication
- Adaptability and Flexibility
- Computer Proficiency
- Microsoft Office
- Google Space
- Interpersonal Skills
Languages
Tagalog
English
References
- Atty. Jessa Faith S. Lumantas-Quijada, (038) 411-9563, cityoftagbilaran.rod@gmail.com
- Jennie M. Lagura, 639189489466, jmlagura@smart.com.ph
- Alan Rufino G. Pondoc, 639291137178
Timeline
Records Officer/Administrative Officer - Land Registration Authority- RD Tagbilaran City
07.2018 - Current
Home-based Online ESL Teacher - Acadsoc LTD
08.2016 - 05.2018
Home-based Online Business English Tutor - Bizmates
03.2016 - 07.2016
Home-based Online ESL Teacher - 51talk Philippines
03.2014 - 01.2016
Customer Relations Center (CRC) Manager - MBank Philippines
02.2013 - 01.2015
Cash and Inventory Officer - Smart Communication, Inc.
08.2012 - 01.2013
Customer Sales Officer - Smart Communication, Inc.
08.2011 - 07.2012
Customer Care Officer - Smart Communication, Inc.
05.2003 - 07.2011
Administrative Assistant - Smart Communication, Inc.
08.1999 - 04.2003
Holy Name University (formerly Divine Word College of Tagbilaran) - Bachelor of Science, Business Administration - Banking And Finance
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