MA VANESSA ALYANNA GRAYCOCHEA
BACK OFFICE SUPERVISOR
Manila, Metro Manila,CAV
Summary
Dynamic Back Office Analyst at Meralco Energy Utility in Philippines with expertise in transaction monitoring and cash management. Proven track record in enhancing customer satisfaction through effective issue resolution and empathetic communication. Skilled in Microsoft Excel, Microsoft word , and Microsoft Powerpoint and documentation review, contributing to improved operational efficiency and team success.
Overview
12
12
years of professional experience
Work History
Back Office Analyst
Meralco
Manila, Metro Manila, Philippines
01.2017 - Current
- Provided exceptional client service, promptly addressing inquiries and resolving issues related to account transactions or balances.
- Assisted in the preparation of monthly management reports, offering insights into key performance indicators and trends.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Increased customer service success rates by quickly resolving issues.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Volunteered to help with special projects of varying degrees of complexity.
- Trained and supervised employees on office policies and procedures.
- Proofread and edited documents for accuracy and grammar.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Customer Service Representative
MERALCO
Mandaluyong City, Metro Manila, Philippines
04.2014 - 12.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
Bachelor of Science - Business Administration And Management
ST PAUL UNIVERSITY- MANILA
Manila, Metro Manila, Philippines 04.2001 -
Skills
Transaction monitoring
Microsoft Excel
Documentation review
Cash management
Timeline
Back Office Analyst
Meralco
01.2017 - Current
Customer Service Representative
MERALCO
04.2014 - 12.2017
Bachelor of Science - Business Administration And Management
ST PAUL UNIVERSITY- MANILA
04.2001 -