Mary Catherine Canoy

• Maintained a well-organized database system for improved information accessibility in daily operations.
• Facilitated smooth operations with proficient data entry and document management for various projects.
• Managed CRM input, exports and clean up.
• Kept extensive contact list updated with new contacts and changes to existing contacts.
• Uploaded files for team use on Google Suite and SharePoint.
• Managed filing system, entered data and completed other clerical tasks.
• Maintained strict confidentiality of sensitive information, ensuring trust and reliability in client relationships.

• Ensuring our customers receive their orders accurately and on time. This is through Shipping label creation with Shopify and updating online warehouse, Extensiv.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Conduct call monitoring and call scrubbing in accordance to business needs.
• Prepare one-pager for both internal and external updates on call flows and processes.
• Conduct weekly external calibrations which includes Team Managers, Quality Analysts (internal and external), Operation Managers, Assistant Managers, and sites from different countries.
• Participate in customer and client listening programs to evaluate customer experiences and expectations.
• Handles nesting’s call evaluation and participates in triage deliberation meetings based on the results of QA evaluation.
• Provide feedback to call center team leaders and managers.
• Identify and recommend process improvements.
• Ensure compliance with company guidelines and policies.
  

• Organizing back-end files in Gsuite and these includes : renaming and deduplication of the files.
• Social media management
• Email Management - setting up company emails for newly hired through Gmail.
• Linkedin management : invite connections, inbox, company pages, adding admin accesses to new users.
• Website management, you may check these websites as a reference of my website development:
  

www.bishbashboshbiltong.com (website creation)

www.purplepatchconsulting.com

www.the-write-cv.com

www.the28dayslaterformula.com

• Contract management and branding documents
• Conducts market research for their food industry business.
• Posting blogs and articles on one of the websites from this company.
• Managing job postings on Linkedin and JobAdder which includes uploading resumes on JA.
• Graphics design using Canva
• Journal Entries, Cash Flow Reconciliation, Accounts Payable, Invoicing, Payroll Management through Quickbooks Online.
• Business Process Flow, Organizational Charts, and Road Map Diagram through Microsoft Visio.

Address project issues and questions including but not limited to, compliance and financial crimes, risk management, fraud analysis, and disputes. Daily tasks would include checking actual manning vs planned schedule, taking action/ escalates/updates to Ops Manager (and Team) the pending case list in Salesforce. Adjusts individual break-time and assigns OT work when necessary. Make sure that each of your Teammates delivers on their Service Level Agreements (SLAs) and achieves their Key Performance Indicators (KPIs); Train and help in the development of your team by conducting team huddles and coaching sessions; Stay up-to-date with the process updates and developments, and bring new ideas and strategies to the team and clients. Weekly calibration with Quality and L&D Team, or client. Lead and assist onboarding agents during the Nesting phase.

Contributions:

Able to identify few improvements on the processes through deep dive analysis on the common errors; Comparative Analysis. Created and launched a functional tracker for the project that helps each analyst attain or hit their KPIs. Develop a Google site for project updates and internal workflow processes. Contributions:

Able to identify few improvements on the processes through deep dive analysis on the common errors; Comparative Analysis. Created and launched a functional tracker for the project that helps each analyst attain or hit their KPIs. Develop a Google site for project updates and internal workflow processes.

Conducts thorough verification of customer provided documents to ensure legitimacy of suspicious accounts. Conducts comprehensive review of fraud queues, including but not limited to, ACH transfers, proof of authorization, and bank required reporting. Monitors customer activity for fraud; identifies potential trends and efficiently communicates findings to Fraud Operations colleagues and management. Ensures rigorous QA and productivity standards are consistently met. Collaborates with the Customer Care team as needed to assist in compliance and fraud-related inquiries and investigation.

Handled 3 LOBs for web content moderation : Tier-2 video moderation including User Rating, Comment/Labeling moderation (both English and Filipino language). Perform quality/audit check for every approved and declined videos, analyze common errors, team coaching. Perform quality/audit check for every approved and declined videos, analyze common errors, team coaching. Lead and maintain certifications for the newcomers. Monitor and review organization’s environmental performance. Conduct weekly Business Review to discuss highlights and lowlights; including potential quality issues per defined process and escalate quality issues immediately to management. Conducts side by side monitoring.

WEB CONTENT MODERATOR
Content moderation which includes live videos, images or clips, short videos according to the guidelines. The task is from Tier 1 - Tier 2 videos, live , comments (English and Filipino), and profile moderation.

CUSTOMER SERVICE REPRESENTATIVE
Inbound and outbound calls to process orders. Track orders for customers, process replacement and refund.

Inbound calls for money transfer. Web validation for money transfers through specific online platforms. Bank verification for High Valued customers.

Bookkeeping. Act as sales agent in the absence of personnel in-charge. Ensures returned cheques will be replaced by customers concerned. Monitor & check the accuracy of entries in reports prepared by salesman such as but not limited to the following:

• Conduct and participate in Yearly Business Review
• Daily sales against cash deposits
• Sales invoices against actual remittances
• Financial activity status report
• Check daily purchases before payments made
• Manual inventory of stocks to avoid run-outs and for easy reference during ordering & will determine credibility of warehouse in-charge

• Misleading look alike items
• Checking the entry of sales versus the issuances and returns of products.
• Assertion of signed documents as per entry on the system based management.
  

SALES ENCODER

Pilferage through product and price tampering. Pricing errors and mispricing. Encoder of select purchases. Awareness of customer services and store sales promotions. Reordering of merchandise

Inclusion of the job are computing the oil yield for the day, type of oil per tank, volume of each tank and remains that can be used for another production