Summary
Overview
Work History
Education
Skills
Publications
Extracurricular Activities
Languages
Personal Information
References
Timeline
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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
Manila
01.2002

Bachelor of Arts - major in Human Resources Management, Dean's Lister for three terms

DE LA SALLE UNIVERSITY- COLLEGE OF SAINT BENILDE
Manila
01.2000

High School Diploma - Loyalty Awardee, Catechist of the Year

ST. MARY'S COLLEGE OF MEYCAUAYAN
Meycauayan
01.1997

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
Ria M. Goco