LEAH ROSA SUICO

• Ability to determine account maintenance and service level specifications; supervise specification compliance; plan and schedule deferred and/or remedial current maintenance; implement preventive maintenance systems in a timely manner
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Dealt with complaints objectively and consistently; a knowledge of rule enforcement methods; and ability to communicate rules; and an ability to provide documentation of the due process in a timely manner
• Basic numerical skills; budget planning and analysis skills; knowledge of reports; knowledge of related laws; long term and short-term planning skills..
• Established cross-functional teams for improved communication between departments and better customer experiences.
• Implemented data-driven strategies to identify areas needing improvement in the customer journey.
• Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
• Designed and executed customer satisfaction surveys to gather actionable insights, leading to targeted service enhancements.
• Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
• Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
• Conducted regular performance reviews with team members, fostering professional growth and development.
• Handled challenges and opportunities, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Developed new employees and on-going performance assessment of current employees.
• Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
• Improved customer engagement with personalized communication strategies across multiple platforms.
• Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
• Analyzed customer journey maps to pinpoint friction points and implemented strategies to smooth customer experience.
• Implemented tiered support system that efficiently directed complex customer issues to specialized teams, improving resolution times.
• Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to enhance customer experience.
• Mentored local personnel on best practices and protocols to maximize productivity.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Established performance and service goals and held associates accountable for individual performance.
• Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
• Increased employee retention through effective training and mentorship programs.
• Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
• Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.

The DELONIX Skills on Demand Department offers back office outsourced support to Australian clients, majorly supporting Digital Marketing, from audit reports to strategising and implementation. Not limiting to generalist administrative service to graphic designs.

• Part of the OM role is strategising with clients put together process maps to target and enhance their digital marketing efforts.
• Negotiates and set up client service quotes
• Developed process maps from client staff to client onboarding to sales to strategising to implementation
• Built and set up processes for the newly established department for the company.
• Grew the department from a start of 3 staff now to 3 Project Managers and 60+ Staff
• Designed and set up training modules for new staff
• Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
• Implemented policies and standard operating procedures for continuous improvement.
• Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 60+ -member management team with related direct reports.
• Reviewed financial reports monthly and investigated variances with accounting staff to keep records accurate.
• Devised, deployed and monitored processes to boost long-term business success with optimal sales and profit levels.
• Evaluated upcoming program plans to forecast expected resource needs.
• Conducted performance reviews each quarter, offering praise and recommendations for improvement.
• Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
• Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee.
• Oversaw day-to-day operations, including supervising 60+-person team across 1 department.
• Boosted team performance with enhanced employee evaluation processes.
• Documented safety action plans, quality initiatives, and team performance internally.
• Spearheaded department training for appraisals of new components.
• Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
• Brought in more than 30 new administrative staff and handled all training, mentoring and direction to maximize productivity.
• Implemented incident management responses, including troubleshooting, root cause analysis and issue resolution.
• Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
• Developed innovative approaches to manage business and technology needs and enhance performance.
• As the youngest Operations Manager in the company, managed a team of 5 project managers in risk analysis, assessment, and mitigation efforts for the company's newest department.
• Established operational objectives and work plans and delegated assignments to subordinate managers.
• Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
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Green Bennu Designs supports the Hospitality Industry from model room approvals to production, shipment and installation. Major clientele is from the US, whilst production is mainly focused in CH and a minority from the PH.

• Receives all quote request, inputs information in ERP.
• Identify missing information from quote requests vs. Purchase orders.
• Identify status of every project element.
• Build timelines when orders are received.
• Counter checks quotes, Purchase Orders and Shop drawings.
• Communicates with sales reps, factory, drawing department regarding project needs and status update.
• Monitors order requirements and schedules to minimize and keep track of possible delays.
• Closely collaborated with project members to identify and quickly address problems.
• Held pre-determined schedules and worked with subcontractors to cut costs and complete projects on time and under-budget.
• Finalized project financial records while collaborating with financial controllers and sales executives.
• Took active role in company growth by consistently providing quality customer service to promote growth and retention.
• Oversaw quality control by reducing downtime to boost efficiency and revenue.
• Worked with senior leadership to ensure complex projects were completed on time and under-budget.
• Fostered client retention by providing efficient service.
• Collaborated with team members to develop, identify and accomplish assigned goals and objectives.
• Modified and directed project plans to meet organizational needs.
• Maintained schedules to ensure that key milestones were being met at every phase.
• Orchestrated projects within strict timeframes and budget constraints by employing critical thinking to solve complex problems and working closely with senior leaders.
• Resolved challenges and increased by supervising emergency issue resolution strategy.

Similar to Green Bennu, RP KOHLER INTERIORS also service the Hospitality Industry. I started working as a Needs Controller, later on promoted as Needs Supervisor and then Supervisor for Project Managers, where the main role is coordinating with SALES, PRODUCTION, LOGISTICS and CUSTOMERS to ensure quality, and delivery achieved at its maximum.

• Conducts all USA based calls and outbound/inbound emails to expedite project requirements needed by the factory.
• Initializes conference calls with USA CSR's to discuss most urgent requirements for the day/week/month.
• Discusses updates/status on project requirements with the Operations Manager.
• Creates/Updates daily requirements reports for China Account Managers.
• Supervised multi-disciplinary team and helped each member develop his or her unique skills and talents, promoting group productivity and cohesion.
• Interacted with business executives to identify requirements and created project scopes to help meet objectives.
• Developed project database for use by team members to track progress.
• Worked with hospitality customers to understand requirements and provide exceptional service.
• Developed team communications and information for sales and project requirement meetings.

As a pioneering instructor for Information Technology, I was tasked to create the course modules, course syllabus and worked with the Department Head to ensure, this new course gets approval and accreditation from CHED.

• Teaches basic computer subjects, programming and Math Subjects.
• Selected appropriate support materials to meet student learning needs.
• Integrated technology into classroom instruction including video, online content and use of distributed learning capabilities.
• Tracked student assignments, attendance and test scores and entered into online database to provide real-time progress monitoring.
• Taught more than 200 undergraduate classes per semester in Computer and Technology and Math Subjects.
• Completed and submitted reports to administration detailing course activities and plans.
• Distributed course syllabus and responded to student questions and concerns regarding standards, material, grading and progression.
• Evaluated and supervised student activities and performance levels to provide reports on academic progress.
• Performed academic background reviews to develop tailored lessons based on student needs.
• Actively participated in development and implementation of curriculum and instructional modules to help streamline incoming freshmen’s placement into appropriate courses.
• Reviewed program materials and coordinated updates to keep department materials relevant and accurate.

• Maintains the company's present system.
• Keeps and maintain records of company regional managers.
• Computes and release regional manager commissions.
• Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
• Created PowerPoint presentations for business development purposes.

• Develop the center's course manual (Graphics Designing and Special Office Computer Course).
• Taught Graphics designing, Special Office Computer Course, and Web page designing.
• Designed computer literacy program for varied clients from office clerks, seamen, secretaries, journalists to artists with specific programs, goals and assessments.
• Worked with different organizations to implement computer literacy program and technology use into day to day instruction.
• Planned and implemented curriculum to teach up-to-date technology to 30 students.
• Designed classes on Photoshop for Journalism and Artist students.
• Designed classes on MS Office applications for secretaries
• Facilitated computer lab of 30 people for computer use and designed appropriate and specialized lesson plans.

• Creates programs and reports for product information.
• Entertain customer queries regarding product releases.
• Prepares payments for suppliers and maintain supplier records.