Ma. Asuncion Caday
Reports and Admin Manager
Pasay
Summary
Results-oriented Reports and Admin Manager with 7 years of experience in administration and an additional 8 years in customer service, e-commerce, and telemarketing. Proven track record as a Telemarketing Manager, successfully driving sales growth, strengthening client relationships, and leading high-performing teams to exceed targets. Highly skilled in process optimization, report preparation, and delivering exceptional customer support across multiple platforms. Dedicated to achieving measurable results, improving customer satisfaction, and contributing to overall business success.
Overview
16
16
years of professional experience
Work History
Merchant Success Specialist
Blanka Brand Inc
02.2024 - 07.2025
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Respond to customer queries and concerns via chat and email, providing complete information about Blanka’s brand, offerings, and onboarding processes.
- Deliver technical support for account-related issues such as logo uploads, password resets, and troubleshooting.
- Provide light assistance in logo editing using online tools when required.
- Guide clients in integrating their Blanka accounts with e-commerce platforms such as Shopify and Wix.
- Promote new products and promotions through soft upselling; encourage clients to upgrade their plans by explaining benefits and inclusions.
- Monitor and follow up on customer orders, including tracking and sharing timely updates.
- Contact clients by phone when necessary, such as for surveys or important updates.
- Organize and manage incoming logo/brand requests before forwarding them to the graphic design team.
- Request and gather client reviews on platforms including Trustpilot, Shopify, Wix, and Google.
- Maintain a friendly, supportive, and professional relationship with clients.
- Collaborated with marketing to create compelling in-store displays, boosting product visibility and sales.
- Assigned to create weekly report data for the team such as refunds report, reviews, etc.
Reports and Admin Manager
EmpowerU Inc
02.2017 - 02.2024
- Focuses on collating such data to facilitate its interpretation
- Works closely with clients providing key insights to business to enable decision making around key strategic controls
- Creates reports and dashboards to track key performance indicators (KPIs) and identify trends.
- Keepings reports up to date observing 100% accuracy
- Improved office efficiency by implementing streamlined administrative processes and procedures.
Telemarketing Manager
Remote Staff
01.2014 - 01.2017
- Manages overall EMEA Telemarketing team with 8-20 staffs
- Developed and implemented some strategies to make Telemarketing process easier
- Checks events’ statuses from time to time should there be anything that needs attention
- Forecasting targets monthly depending on the historical data of the location, providing update to clients daily
- Handles bi-monthly performance reviews to each telemarketer ensuring that the goals are being met and address whatever that needs to improve on
- Sending SMS/ email reminders to all registered attendees
- Doing spot check from time to time. Picking up a random call to each telemarketer making sure that quality is present
Team Leader – SME
OAMPI – Open Access Marketing Philippines Inc
01.2010 - 01.2012
- Managing the day-to-day activities of the team.
- Developing and implementing a timeline to achieve targets.
- Delegating tasks to team members.
- Conducting training of team members to maximize their potential.
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
- Conducting daily/weekly/monthly performance reviews.
- Close communication with the clients (weekly meetings) providing updates/discuss strategies related to business
- SendMeMobile/American Registry
Customer Service Representative
Teleperformance
03.2010 - 09.2010
- Manage large amounts of incoming calls.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Majority assists customers who have concerns with their bills/payment extensions/ general help with their service.
- AT&T
Customer Service Representative
Teletech
- Engage with Business customers with interest and empathy, communicating effectively to identify their needs and resolve any concerns in a seamless customer experience, including the appropriate handling of customers in vulnerable circumstances.
- Apply knowledge of Telstra’s products and services to confidently solve problems and create value for our customers through personalised solutions.
- Assist customers with billing, product and payment.
- De-escalation of customer complaints, working towards appropriate resolutions to customer requirements, in adherence with Telstra’s standards.
- Confidently close sales related to Internet Bundles, Mobiles and extras, complying with established sales practices and legislative requirements.
- Telstra
Education
Bachelor of Science - Civil Engineering
Technological University of The Philippines
Manila 04.2001 -
Skills
Leadership
Decision Making
Teamwork
Research and Strategy
Telemarketing
Forecasting/ Events Update
undefinedAwards
Service Awardee, Manager’s Award Dec 2018, Special Award Oct 2023
Timeline
Merchant Success Specialist
Blanka Brand Inc
02.2024 - 07.2025
Reports and Admin Manager
EmpowerU Inc
02.2017 - 02.2024
Telemarketing Manager
Remote Staff
01.2014 - 01.2017
Customer Service Representative
Teleperformance
03.2010 - 09.2010
Team Leader – SME
OAMPI – Open Access Marketing Philippines Inc
01.2010 - 01.2012
Bachelor of Science - Civil Engineering
Technological University of The Philippines
04.2001 -
Customer Service Representative
Teletech