Ria M. Goco
Valenzuela City
Summary
As a seasoned professional, my career has been marked by a rich diversity of roles across multiple industries, each contributing to a finely honed set of skills and a broadened knowledge base. My unwavering commitment to excellence is reflected in my diligent work ethic and my enthusiastic embrace of new challenges. Equipped with robust interpersonal abilities and driven by a deep-seated motivation, I am well-prepared to achieve exceptional outcomes. Moreover, as a family-oriented person, with the grounding influence of a spouse and five children, I offer an unparalleled level of stability and dedication. I approach every endeavor with a distinctive fusion of personal and professional integrity, ready to make a significant impact.
Overview
24
24
years of professional experience
Work History
Customer Relationship Manager
Network Sunday
01.2023 - 05.2024
- Spearheaded customer engagement initiatives by meticulously tracking invitations, responses, and updating CRM systems to drive prospect acquisition for clients.
- Managed client prospecting
- Monitored all client invites
- Tracked replies diligently
- Updated CRM systems
Manager
Goco Medical Clinic - Drug Testing Clinic
Valenzuela City
12.2008 - 12.2023
- Pioneered and directed Goco Medical Clinic's operations, specializing in drug testing services.
- Drove client acquisition and retention through strategic marketing initiatives.
Vacation Enhancement Specialist
Royal Caribbean Group
Manila
11.2021 - 06.2022
- Expertly managed Royal Caribbean cruise ship booking upgrades, ensuring a seamless reservation experience for guests.
- Elevated customer satisfaction by facilitating premium room enhancements and processing payments efficiently.
- Dedicated to delivering an exceptional cruise ship experience, consistently exceeding guest expectations onboard.
HR Representative
Nestle Business Services
Bulacan
01.2013 - 07.2019
- Proficiently managed and resolved employee inquiries at Nestle USA regarding salary, taxes, and deductions as a committed HR representative.
- Resolved Nestle payroll issues
- Handled tax/deduction queries
- Enhanced employee satisfaction
- Delivered timely HR solutions
Customer Service Representative
GENPACT Services LLC
Quezon City
11.2012 - 01.2013
- Managed inbound calls as a Customer Service Representative at Genpact, addressing inquiries, complaints, and requests for Standard Chartered Credit Card clients.
- Managed SCB card calls
- Resolved credit inquiries
- Handled card complaints
- Processed cardholder requests
Administrative Assistant (Contractual)
Accenture
Makati City
06.2005 - 11.2005
- Spearheaded the establishment of the inaugural Project Management Office for Accenture, delivering comprehensive HR and onboarding solutions to multiple teams across Metro Manila.
- Managed HR/onboarding tasks
- Served multiple teams in Manila
- Streamlined HR processes
Customer Service Officer
AIG Credit Cards
Mandaluyong City
05.2005 - 06.2005
- Spearheaded client communication as a Customer Service Officer at AIG Credit Cards, expertly navigating inquiries, resolving complaints, and fulfilling requests.
- Excelled in managing high-volume inbound calls, ensuring exceptional customer satisfaction for AIG cardholders.
- Demonstrated proficiency in resolving a broad range of credit-related inquiries, delivering timely and accurate information.
- Employed strong problem-solving skills to address and resolve cardholder complaints, maintaining a focus on customer retention.
- Efficiently processed customer requests, showcasing a commitment to operational excellence and service delivery.
Subject Matter Expert
AIG - Business Processing Services, Inc.
Muntinlupa, Alabang
08.2004 - 05.2005
- Elevated to Subject Matter Expert within a year at AIG BPSI, providing expert guidance on complex cases to team members.
- Guided teams on complex cases
- Enhanced team problem-solving
- Elevated case resolution rate
Business Processor Specialist II
AIG - Business Processing Services, Inc.
Muntinlupa, Alabang
06.2003 - 07.2004
- Pioneered the Automatic Bank Check processing for American Insurance clients, enabling seamless auto-debit payments.
- Pioneered auto-debit for client payments
- Processed Automatic Bank Checks
- Served American Insurance clients
Preschool Teacher and Head of Extra-Curricular Activities
Lincolnshire Internationale Preschool
Pasig City
01.2002 - 05.2003
- Spearheaded nursery and kindergarten Geography education as a dedicated Preschool Teacher, fostering early cognitive development and spatial awareness.
Recruitment Specialist (Contractual)
RCBC Savings Bank
Makati City
04.2002 - 06.2002
- Spearheaded initial recruitment operations within the HR team at a prestigious banking institution, ensuring a streamlined talent acquisition process.
- Expertly managed resume screening, conducted initial interviews, and coordinated applicant testing to identify top-tier candidates.
- Facilitated seamless candidate progression by scheduling assessments, administering tests, and endorsing for advanced interviews.
- Orchestrated comprehensive onboarding procedures and coordinated background checks for successful applicants.
Call Center Agent (Part-Time)
SVI Connect
Pasig City
11.2000 - 01.2001
- Spearheaded customer engagement as a part-time CSR at SVI Connect, excelling within a world-class marketing team to secure and finalize transactions for our diverse product offerings.
Education
College of Law - Completed first year Law
SAN BEDA COLLEGE OF MANILA
Manila01.2002
Bachelor of Arts - major in Human Resources Management, Dean's Lister for three terms
DE LA SALLE UNIVERSITY- COLLEGE OF SAINT BENILDE
Manila01.2000
High School Diploma - Loyalty Awardee, Catechist of the Year
ST. MARY'S COLLEGE OF MEYCAUAYAN
Meycauayan01.1997
Skills
- Customer service and support
- Human resource management
- MS Office proficiency
- Cultural awareness
- Team collaboration
- Customer relationship management (CRM)
- Time management
- Interpersonal communication
- Recruitment strategies
- Marketing skills
Publications
- Federalism in the Philippines, 09/01/01
- The Effectiveness Of The Government Service Insurance System (G.S.I.S) As Perceived By The Human Resources Group, 01/01/00
- Perceptions of Woman Managers, 12/01/98
Extracurricular Activities
Member, PAX DEI COMMUNITY, 01/01/00, Present Member, De La Salle University-CSB Human Resource Society, 01/01/97, 01/01/00 Member, De La Salle University-CSB Business Association, 01/01/97, 01/01/00
Languages
- Filipino
- English
Personal Information
- Number of Children: 5
- Date of Birth: 12/20/80
- Nationality: Filipino
- Marital Status: Married
- Visa Status: None
References
References available upon request.
Timeline
Customer Relationship Manager
Network Sunday
01.2023 - 05.2024
Vacation Enhancement Specialist
Royal Caribbean Group
11.2021 - 06.2022
HR Representative
Nestle Business Services
01.2013 - 07.2019
Customer Service Representative
GENPACT Services LLC
11.2012 - 01.2013
Manager
Goco Medical Clinic - Drug Testing Clinic
12.2008 - 12.2023
Administrative Assistant (Contractual)
Accenture
06.2005 - 11.2005
Customer Service Officer
AIG Credit Cards
05.2005 - 06.2005
Subject Matter Expert
AIG - Business Processing Services, Inc.
08.2004 - 05.2005
Business Processor Specialist II
AIG - Business Processing Services, Inc.
06.2003 - 07.2004
Recruitment Specialist (Contractual)
RCBC Savings Bank
04.2002 - 06.2002
Preschool Teacher and Head of Extra-Curricular Activities
Lincolnshire Internationale Preschool
01.2002 - 05.2003
Call Center Agent (Part-Time)
SVI Connect
11.2000 - 01.2001
College of Law - Completed first year Law
SAN BEDA COLLEGE OF MANILA
Bachelor of Arts - major in Human Resources Management, Dean's Lister for three terms
DE LA SALLE UNIVERSITY- COLLEGE OF SAINT BENILDE
High School Diploma - Loyalty Awardee, Catechist of the Year
ST. MARY'S COLLEGE OF MEYCAUAYAN