JANE T. GUATNO
General Trias, Cavite,Philippines
Summary
Strategic professional with expertise in operational efficiency and process optimization. Led teams to meet performance goals while managing daily operations. Experienced in billing accuracy and workflow coordination, with a background as a Global Administrator and Billing Specialist. Focused on enhancing customer experience and providing insights to support business growth.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Process Lead - Order Administration
Canon Business Service Centre Philippines, Inc.
03.2025 - 04.2026
- Oversaw daily operations and streamlined workflows, ensuring consistent achievement of SLA and performance objectives.
- Evaluated operational processes and executed documentation enhancements that boosted efficiency and precision.
- Acted as a key escalation point for operational and client challenges, driving prompt resolutions via cross-functional teamwork.
- Mentored team members in handling billing orders and customer inquiries, enhancing team capability and service quality.
- Delivered operational insights and reports to leadership and stakeholders, supporting informed decision-making.
Client Success Manager (Remote)
05.2023 - 05.2025
- Managed and nurtured client relationships to ensure exceptional customer experiences across diverse accounts.
- Oversaw client lifecycle from onboarding to retention for international clients, enhancing client engagement and loyalty.
- Directed clients through onboarding, staffing coordination, and effective service delivery.
- Maintained consistent communication to foster high client satisfaction and retention rates.
- Identified and capitalised on upsell opportunities to drive account growth.
- Administered CRM records, ensuring accurate reporting and documentation of client interactions to support service delivery.
Global Administrator (Remote)
Upwork
04.2021 - 05.2024
- Optimised global operations through workflow coordination, onboarding processes, and documentation management to enhance operational efficiency.
- Streamlined organisational systems and operational reports to support business continuity and facilitate informed decision-making.
- Partnered with operations and finance teams to enhance billing accuracy and expedite issue resolution.
- Led client relations as primary contact for global clientele, ensuring responsive communication and support.
Billing Specialist (Remote)
Farche Solutions
08.2022 - 10.2023
- Managed invoicing collections and billing escalations, strengthening customer relationships and ensuring timely payments.
- Coordinated with clients and teams to resolve discrepancies promptly, enhancing overall client satisfaction and trust.
- Identified process gaps and implemented workflow improvements, increasing operational efficiency and reducing processing time.
Business Intelligence Analyst II
RMS Collect
05.2018 - 09.2021
- Analysed operational and performance data to inform business decisions and enhance processes.
- Managed escalations, providing leadership with timely reporting and operational analysis.
- Recommended workflow enhancements that streamlined service delivery and increased efficiency.
Deduction Balance – Order Management
APC by Schneider Electric
03.2016 - 05.2018
- Led global billing operations and account reconciliation processes, ensuring accurate financial reporting and integrity.
- Optimised reporting and tracking procedures, enhancing operational accuracy and ensuring compliance.
- Facilitated collaboration among cross-functional teams to resolve account and customer concerns effectively, improving service delivery.
Payroll Administrator
Results Manila Inc.
04.2013 - 03.2016
- Administered payroll operations, ensuring accurate reporting, scheduling, and compliance documentation for seamless daily functions.
- Supported end-to-end payroll for high-volume headcounts, processing accurately and efficiently.
- Reviewed approved hours to verify payment accuracy.
- Collected employee time information from employees or supervisors and validated information.
- Resolved payroll discrepancies promptly, ensuring timely corrections for accurate employee payments.
- Audited payroll accounts meticulously, identifying and rectifying errors to uphold compliance with financial policies.
- Reconciled monthly payroll, working closely with reporting team on net pay, advances and pensions.
- Kept employees informed about payroll with clear and accurate payment statements.
- Handled employee queries regarding pay, tax codes, and deductions, providing clear, informative responses to promote understanding.
- Managed payroll inboxes, provided timely responses to queries and escalated issues to HR.
- Executed employee contract adjustments to reflect promotions or wage increases.
- Maintained accurate records of employee pay structures and personal data.
- Maintained confidentiality of payroll information, upholding strict data protection standards to safeguard employee privacy.
- Calculated final pay amounts for departing employees, ensuring accuracy and compliance with company policies.
- Handled data relating to additional ad hoc payments for bonuses, commissions and overtime hours.
- Coordinated logistics, executive support tasks, and employee onboarding activities.
EARLIER EXPERIENCE
BabbleGlass, Xlibris, Teradyne Philippines, Ltd.
07.2006 - 07.2013
- Enhanced customer service and client support to improve satisfaction.
- Managed escalation handling and reporting, expediting issue resolution.
- Led quality assurance initiatives, improving process standards and support.
- Oversaw order management processes, enhancing operational efficiency.
Education
Bachelor of Science - Commerce major in Management Accounting
At. Michael's College
Iligan City01-2004
Skills
- Order management
- Process optimization
- Performance reporting
- Workflow coordination
- CRM administration
- Data analysis
- Workflow analysis
- Process mapping
- Root cause analysis
- Issue resolution
- Escalation handling
- Operational efficiency
- Client relationship management
- Cross-functional teamwork
- Customer experience
- Documentation management
- Leadership
- Attention to Detail
- Verbal communication
- Strategic execution
Languages
English
Upper Intermediate
B2
Certification
- CSE-PPT Professional
- Basic Occupational Safety and Health, BOSH, Results Manila, Inc.
Timeline
Process Lead - Order Administration
Canon Business Service Centre Philippines, Inc.
03.2025 - 04.2026
Client Success Manager (Remote)
05.2023 - 05.2025
Billing Specialist (Remote)
Farche Solutions
08.2022 - 10.2023
Global Administrator (Remote)
Upwork
04.2021 - 05.2024
Business Intelligence Analyst II
RMS Collect
05.2018 - 09.2021
Deduction Balance – Order Management
APC by Schneider Electric
03.2016 - 05.2018
Payroll Administrator
Results Manila Inc.
04.2013 - 03.2016
EARLIER EXPERIENCE
BabbleGlass, Xlibris, Teradyne Philippines, Ltd.
07.2006 - 07.2013
Bachelor of Science - Commerce major in Management Accounting
At. Michael's College