Josephine Q. Tantingco

• Handle day-to-day processing activities such as enrollments, contributions, distributions, loans, rollovers, and plan amendments.
• Monitor daily transaction workflows to ensure timely and accurate processing.
• Identify process gaps and implement improvements to enhance efficiency and quality.
• Perform data validation and reconciliation of participant records and plan balances.
• Maintain documentation for all procedures in compliance with internal and regulatory standard
• Ensure all processes adhere to ERISA, IRS, DOL, and organizational policies.
• Assist in annual compliance testing and government filings (Form 5500).
• Collaborate with cross-functional teams (Customer Service, Payroll, Legal, Technology, etc.) to manage client requests.
• Act as a subject matter expert (SME) on retirement plan operations, resolving escalated issues promptly.
• Analyze metrics and generate reports to identify trends and recommend process enhancements.
• Analyze metrics and generate reports to identify trends and recommend process enhancements.
• Support automation initiatives and participate in system upgrades.

Computer Management Database Analyst

• Responsible for designing, implementing, maintaining, and optimizing database systems to support business operations.
• Managing data storage, ensuring high availability and security, and improving data retrieval efficiency for applications and end-users.
• Design and configure relational or non-relational databases based on system requirements.
• Develop and maintain data models, schemas, tables, stored procedures, and views.
• Monitor database performance and troubleshoot issues related to storage or connectivity.
• Implement backup and recovery strategies to ensure data integrity and availability.
• Manage user access rights and permissions.
• Conduct audits and monitor for unauthorized access or anomalies.
• Analyze database performance using monitoring tools.
• Optimize queries, indexing, and server resources to improve efficiency.
• Collaborate with application developers, IT teams, and analysts to integrate databases with internal systems.
• Generate reports and dashboards as required by business operations.
• Maintain comprehensive documentation of database configurations, changes, and procedures.

Account Manager Officer (AMO)

• Responsible for managing client relationships, ensuring customer satisfaction, and driving business growth through account retention and expansion.
• This role involves acting as the main point of contact for clients, coordinating with internal teams to deliver solutions, and identifying opportunities to increase revenue.
• Serve as the primary point of contact for assigned clients.
• Build and maintain long-term relationships by understanding client needs and expectations.
• Handle inquiries, resolve issues, and ensure client satisfaction.
• Prepare and present business reviews or performance reports to clients.
• Work closely with sales, operations, finance, and support teams to deliver services efficiently.
• Communicate client feedback to internal stakeholders for process improvements.
• Assist in contract renewals, proposals, and negotiations.
• Maintain accurate records of client communications and agreements in CRM systems.
• Track key account metrics (e.g., sales performance, renewal status, satisfaction levels).
• Provide regular reports to management on account status and risks.

• Provide first-level support for incidents and service requests via phone, chat, email, web portal, and self-help services.
• Log, diagnose, isolate, triage, resolve, dispatch, and track tickets in line with ITIL practices.
• Escalate issues where required and follow up to ensure closure within SLAs.
• Support and troubleshoot O365, Windows, hardware, and network-related issues.
• Perform ticket closure analysis and identify recurring issues/trends.

• Supports the team leader in managing daily operations, coordinating team tasks, and ensuring productivity.
• To develop leadership skills while actively assisting in supervising team members, resolving issues, and maintaining workflow efficiency.
• Help onboard and train new team members.
• Assist the team lead in assigning daily tasks and monitoring progress.
• Act as a backup point of contact for team members in the absence of the team lead.
• Track productivity metrics and provide basic reports or status updates.
• Identify workflow bottlenecks and suggest process improvements.
• Promote clear communication between team members and management.
• Help address minor conflicts or escalate concerns when necessary.
• Support in scheduling shifts, tracking attendance, or coordinating resources.
• Ensure the team follows company policies, quality standards, and deadlines.
• Participate in leadership training, coaching sessions, or workshops.
• Observe and learn decision-making, delegation, and performance management techniques from senior leaders.

• Listen to customer interactions (live or recorded)
• To assess agent performance based on quality parameters like accuracy, tone, empathy, compliance, and resolution.
• Fill out evaluation forms or quality scorecards and document findings.
• Report common errors or process deviations to senior QA or operations leads.
• Participate in calibration sessions to align scoring standards across QA and support training initiatives by sharing quality insights.
• Assist in tracking trends such as frequent customer complaints or recurring agent errors.

• Supports workforce planning activities such as scheduling, forecasting, real-time monitoring, and reporting.
• Helping ensure that staffing levels align with call/chat volumes to meet service level targets.
• Support in analyzing historical call/chat volumes to predict future workload.
• Help prepare basic forecasts under the guidance of senior WFM analysts.
• Assist in creating agent schedules and shift plans.
• Learn to manage shrinkage (leaves, breaks, absenteeism).
• Monitor live queues, agent adherence, and performance metrics.
• Escalate deviations such as understaffing or SLA risks.
• Prepare daily/weekly reports on productivity, SLA, and occupancy.
• Maintain WFM trackers for attendance, performance, and schedule changes.
• Coordinate with Team Leaders and Operations for schedule updates or adjustments.
• Participate in review meetings with operations and QA teams.

• Listen to customer interactions (live or recorded)
• To assess agent performance based on quality parameters like accuracy, tone, empathy, compliance, and resolution.
• Fill out evaluation forms or quality scorecards and document findings.
• Report common errors or process deviations to senior QA or operations leads.
• Participate in calibration sessions to align scoring standards across QA and support training initiatives by sharing quality insights.
• Assist in tracking trends such as frequent customer complaints or recurring agent errors.

• Back Office Support.
• Respond to customer queries via phone, chat, or email.
  Diagnose and resolve technical issues such as login errors, connectivity problems, software bugs, or device malfunctions.
  Guide customers through basic configurations, installations, or system resets.
• Log customer interactions and resolutions in CRM or ticketing tools.
• Escalate complex issues to higher-level support or engineering teams when needed.
• Follow standard operating procedures (SOPs) and troubleshooting techniques.
• Ensure compliance with company policies, data security, and quality standards.
• Provide product usage tips and preventive solutions.
  Maintain a professional tone to build customer trust and satisfaction.
• Excellent communication skills, both verbal and written.

ATnT Account

• Deliver technical support for products based issues via phone, email and chat
• Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner
• Provide customized recommendations and solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product and maintaining high customer satisfaction scores
• Communicate customer reported issues internally and triage them to the correct team
• Document recurring issues to support product quality programs, product development, and to maintain agent resources.

Microsoft Account B2B Voice

• Respond promptly to customer inquiries via phone, email, or chat.
• Provide accurate product or service information and support.
• Resolve customer issues efficiently while maintaining professionalism.
• Document interactions and maintain accurate customer records in CRM systems.
• Escalate complex issues to the appropriate department when necessary.
• Identify opportunities to improve customer satisfaction and share feedback with the team.

ICM- AT&T Acct

• Respond to customer queries via phone, chat, or email.
  Diagnose and resolve technical issues such as login errors, connectivity problems, software bugs, or device malfunctions.
  Guide customers through basic configurations, installations, or system resets.
• Log customer interactions and resolutions in CRM or ticketing tools.
  Escalate complex issues to higher-level support or engineering teams when needed.
• Follow standard operating procedures (SOPs) and troubleshooting scripts.
  Ensure compliance with company policies, data security, and quality standards.
• Provide product usage tips and preventive solutions.
  Maintain a professional tone to build customer trust and satisfaction.

Travel Consultant

• Reserve flights, hotels, rental cars, cruises, and tours using GDS or booking platforms (e.g., Amadeus, Galileo, Sabre).
• Assist with client inquiries and bookings when required.
• Issue and modify tickets, travel vouchers, and confirmations.
• Recommend suitable travel options, destinations, and packages.
• Understand customer travel needs, preferences, and budget.
• Design customized itineraries for business or leisure trips.
• Provide travel-related advice (visa requirements, travel insurance, health & safety protocols).
• Handle customer inquiries, itinerary changes, cancellations, or service disruptions.
• Upsell travel upgrades, insurance, add-ons, and value-added services.
• Maintain accurate records of bookings and payments.
• Ensure compliance with travel regulations and company policies.
• Coordinate with airlines, hotels, and travel partners for documentation or follow-ups.
• Prepare travel itineraries, invoices, and confirmations.

Secretary to the Manager

• Manage the manager’s calendar, appointments, and travel schedules.
• Prepare reports, presentations, and internal communications.
• Handle phone calls, emails, and correspondence on behalf of the manager.
• Maintain databases of clients, bookings, and vendor contracts.
  Organize travel records, agreements, and agency licenses.
• File and track travel insurance, visa applications, or permits as needed.
• Assist in staff scheduling, meeting coordination, and training sessions.
• Monitor supplies, office expenses, and basic accounting logs.
• Support marketing or social media updates if required.
• Track pending tasks and follow up with team members or external partners.
• Ensure smooth implementation of manager’s instructions and projects.

• Receive, review, classify, and store documents (digital and physical).
• Maintain an organized document control system or database.
  Ensure all documents follow naming conventions and filing standards.
• Monitor document revisions and maintain up-to-date records.
• Ensure obsolete documents are removed or marked as superseded.
• Distribute documents to relevant stakeholders as per request or workflow.
• Grant and monitor access permissions based on roles and confidentiality levels.
• Ensure documentation meets company, client, and regulatory requirements.
• Conduct periodic audits to verify accuracy and completeness.
• Generate status reports for document submissions, approvals, or pending actions.
• Coordinate with engineers, managers, or departments to ensure timely document updates.

Administrative Secretary

• Manage calendars, schedule meetings, and organize appointments.
• Draft, format, and proofread letters, emails, reports, and presentations.
• Maintain physical and digital filing systems.
• Answer phone calls, respond to emails, and direct inquiries to relevant departments.
• Greet and assist visitors or clients professionally.
• Prepare and maintain office records, databases, and logs.
• Handle confidential documents with discretion.
• Order and manage office supplies and equipment.
• Coordinate travel arrangements and logistics for staff.
• Prepare meeting agendas, take minutes, and distribute notes to attendees.
• Assist with follow-up on action points.

• Receive, review, classify, and store documents (digital and physical).
• Maintain an organized document control system or database. Ensure all documents follow naming conventions and filing standards.
• Monitor document revisions and maintain up-to-date records.
• Ensure obsolete documents are removed or marked as superseded.
• Distribute documents to relevant stakeholders as per request or workflow.
• Grant and monitor access permissions based on roles and confidentiality levels.
• Ensure documentation meets company, client, and regulatory requirements.
• Conduct periodic audits to verify accuracy and completeness.
• Generate status reports for document submissions, approvals, or pending actions.
• Coordinate with engineers, managers, or departments to ensure timely document updates.
• Manage calendars, schedule meetings, and organize appointments.
• Draft, format, and proofread letters, emails, reports, and presentations.
• Maintain physical and digital filing systems.
• Answer phone calls, respond to emails, and direct inquiries to relevant departments.
• Greet and assist visitors or clients professionally.
• Prepare and maintain office records, databases, and logs.
• Handle confidential documents with discretion.
• Order and manage office supplies and equipment.
• Coordinate travel arrangements and logistics for staff.
• Prepare meeting agendas, take minutes, and distribute notes to attendees.
• Assist with follow-up on action points.