Summary
Overview
Work History
Education
Skills
Timeline
Generic

Maria Virginia Lacson

Bacoor, Province Of Cavite

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

29
29
years of professional experience

Work History

Micro Market Governance Lead / PMO

Globe Telecom Inc.
04.2023 - 05.2024
  • Program governance to ensure consistency of processes and cadences
  • Guide and keep Micro Market on track for key milestones
  • Review detailed progress with Micro Market leads
  • Set up standards and policies to enable team empowerment
  • Leads set-up and build-out capability for Micro Market
  • Drives proper implementation of strategies and operational plans for Micro Market

Channel Partner Expert (Stores and Micro Market)

Globe Telecom Inc.
02.2015 - 03.2023
  • Collaborates with cross-functional teams to help drive micro market success
  • Designed end-to-end process of the Micro Market framework
  • Assesses customer journey, behavior and trends and recommends process improvements
  • Developed, reviewed, and aligned channel policies, rules of engagement, commission schemes based on the overall sales strategy and business direction
  • Establish target principle aligned with the channel strategy and collaborates with enabling team for support requirements and channel heads for their concurrence
  • Determines and identifies required channel partners, organizational changes and support, training and capabilities, automation and system requirements
  • Leads and drives change management and channel adoption of sales strategies, pilot programs and automation projects that have been certified for handoff

Process Expert for Sales and After-sales Channels

Globe Telecom Inc.
09.2013 - 02.2018
  • Communicated effectively with stakeholders to align expectations, gather requirements, and provide updates on project progress.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.
  • Created end-to-end process to support project launches such as promos, new tools/systems and any indicatives that greatly impacts customer experience
  • Organized and participated in Business User Requirements and Kick-off meetings for consultation and collaboration
  • Managed projects effectively by adhering to timelines and budgets while maintaining a focus on process excellence.
  • Evaluated current processes to develop improvement plans.

Senior Retail Specialist

Globe Telecom
08.2011 - 09.2013
  • Utilized POS systems efficiently for accurate transactions and inventory management purposes.
  • Developed strong product knowledge to provide accurate information and expert advice to customers.
  • Participated in regular training sessions for continuous improvement in retail knowledge and skills.
  • Increased sales revenue by promoting store promotions and upselling products.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Assisted management with special projects such as inventory audits or promotional campaigns implementation when needed.

Trade and Surge Admin Team Leader

Globe Telecom Inc.
10.2009 - 08.2011
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
  • Responsible for liquidation of the Customer Service fund/wallet.
  • Prepares monthly report.
  • Addressed customer concerns thru emails and outbound calls.

Investigations and Fulfillment Specialist

Globe Telecom Inc.
10.2004 - 10.2009
  • Back-end support for fulfillment of customer requests from different channels.
  • Attends to customer complaints by conducting investigations and coming up with resolutions.
  • Provides feedback to customers' concerns and complaints thru call-out and emails.

Hotline Customer Service Specialist

Globe Telecom Inc.
08.2000 - 10.2004
  • Responded to customer requests for products, services, and company information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Delivered prompt service to prioritize customer needs.

Customer Service Specialist

Pocketbell Philippines
07.1995 - 07.2000
  • Received calls from customers
  • Encodes and transmit messages from one customer to another

Education

Bachelor in Advertising And Public Relations - Business And Advertising

Polytechnic University of The Philippines
Sta. Mesa Manila
04.1995

Skills

  • Active Listening
  • Work Planning and Prioritization
  • Time management abilities
  • Proficient computer skills
  • Collaborative Learner
  • Communication Skills
  • Team Building and Management
  • Problem Solving
  • Leadership
  • Customer Service

Timeline

Micro Market Governance Lead / PMO

Globe Telecom Inc.
04.2023 - 05.2024

Channel Partner Expert (Stores and Micro Market)

Globe Telecom Inc.
02.2015 - 03.2023

Process Expert for Sales and After-sales Channels

Globe Telecom Inc.
09.2013 - 02.2018

Senior Retail Specialist

Globe Telecom
08.2011 - 09.2013

Trade and Surge Admin Team Leader

Globe Telecom Inc.
10.2009 - 08.2011

Investigations and Fulfillment Specialist

Globe Telecom Inc.
10.2004 - 10.2009

Hotline Customer Service Specialist

Globe Telecom Inc.
08.2000 - 10.2004

Customer Service Specialist

Pocketbell Philippines
07.1995 - 07.2000

Bachelor in Advertising And Public Relations - Business And Advertising

Polytechnic University of The Philippines

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Maria Virginia Lacson