Microsoft Office (MS Word, MS Excel, MS Power point, MS Outlook, MS Teams, One Drive)
Roseanne Aimee Pablo
C-Level Executive Assistant
Jose Abad Santos, Manila, Philippines,00
Summary
Enterprising Senior Executive Administrator with 11 years of experience in different Industries such as Electronics, Finance, Content & Collaboration Software, Software & Technical Consulting, Business Services General, Real Estate, Cryptocurrency and E-commerce. Expert in strategic planning and organization and providing comprehensive support to C-Level Executives. Goal-oriented with ability to meet long-term goals through daily organization. Dedicated to excellent customer service, client satisfaction and team communication. Driven and resourceful Administrative professional with proven track record to manage complex functions demanding honed multi-tasking skills, sophisticated and graceful in managing high-volume workloads in rapidly changing environments.
Overview
3
3
Certifications
4
4
years of post-secondary education
9
9
years of professional experience
Work History
Executive Assistant to CEO
Lucava Developments
Leeds, United Kingdom
11.2018 - 12.2020
- Assists the CEO with daily administrative duties and completes a broad variety of administrative tasks that include managing an active calendar of appointments; completing expense reports; composing and preparing correspondence; arranging complex and detailed travel plans, itineraries and agendas and compiling documents for meetings.
- Serves as the primary point of contact for internal and external constituencies on all matters pertaining to the CEO Administratively supports HR director (recruiting support, documents formatting, surveys set up and other administrative tasks), drafts emails and other correspondence as directed.
- Conducts research and presents data in a succinct and well-written manner.
- Handles confidential information accordingly. Drafts reports, letters of solicitation, proposals; prepares and coordinates oral and written communication
- Study and Learn new tasks but not limited to; Land and Development Research, Website Development etc.
- Position reports to the CEO and works directly with the Board of Directors/HR Staff.
- Kept digitized records organized for easy updating and retrieval by authorized team members.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Used Xero to produce monthly invoices, reports and other deliverables.
- Orchestrated successful conferences, including associated travel for all speakers and attendees, facilities and support services.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Updated executives on changing business needs by thoroughly documenting internal and client meetings.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Developed and maintained automated alert system for upcoming deadlines on incoming requests and events.
Medical Records Retrieval Specialist
Keais Records Retrieval
Texas, United States
06.2016 - 09.2017
- Calling our Clients (B2B) to retrieve documents such as medical records, attendance worksheet etc.
- Reviewing subpoena and Legal matters Handling conflict with the medical representative if he/she refused to cooperate.
- Taking Feedback & discussing with Supervisor regarding improvements that can be made.
- Followed confidentially regulations to maintain privacy.
- Followed up with staff and customers by phone and email regarding missing or needed information and compiled retrieved information into files.
- Adhered to all related company policies and government regulations regarding data oversight and confidentiality to promote overall information security.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Obtained patient releases for dissemination of information.
- Maintained energy and enthusiasm in fast-paced environment.
Social Media Moderator
Sony Electronics Project, Sykes Asia Inc.
, United States
05.2014 - 05.2015
- Leading online communities, brand representation in forums, communities, Facebook and Twitter.
- Interacting with users/community members, engaging professionally and accordingly.
- Leads, calls to action and conversions in social media.
- Monitoring online media information sources and social channels.
- Handles technical, non technical and escalation concerns and forward accordingly to the proper department if the issue falls out of the scope.
- Resolves customer's issues in a timely manner.
- Monitored systems for intrusions or denial of service attacks and reported security breaches to appropriate personnel.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used coordination and planning skills to achieve results according to schedule.
- Managed a small team of 3 people. Monitored their Daily KPI's, Quality Assurance and Coach them as needed.
- Issue corrective actions as it applies
Subject Matter Expert
Sony Electronics Project, Hinduja Global Solutions
, United States
01.2012 - 01.2014
- Handles incoming calls internally for final call resolution.
- Ensures that the transferring employee has created the required file.
- Identifies myself as an escalation agent when taking escalated calls.
- Evaluates customer requests in comparison with client-supplied processes.
- If the call exceeds our call handling expertise and the need for additional support is required, escalate the call to the client and/or seek assistance from a Team Leader.
- Provides feedback to Team Leaders on points for improvement of agents who escalate calls.
- Floor walks to assist agents when authorized by a Team Leader or Shift Manager.
- Conducts refresher courses when authorized by a Team Leader or Shift Manager.
- Designed and prepared technical reports, studies and related documentation.
- Performed ad hoc deep-dive analyses for specific business problems.
- Championed portfolio management approach to develop consistent discipline and methodology in achieving innovation goals.
Non-Technical Customer Service Representative
Sony Electronics Project, Hinduja Global Solutions
, United States
01.2010 - 01.2012
- Uses tact and judgment in communicating, particularly with angry or frustrated consumers.
- Investigates and clarifies consumer comments, questions, and concerns using active listening and probing skills.
- Report all blind transfers immediately to a supervisor, report identity of employee.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Educated customers on promotions to enhance sales.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Cross-trained and provided back up for customer service managers.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Technical Support Representative
Sony Electronics Project, Hinduja Technology, Media and Telecommunications, Ltd, HTMT
, United States
10.2009 - 02.2010
- Responds to inquiries of Technical Nature Meets telephone productivity standards.
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.
- Thoroughly and effectively promotes and uses the client systems for file creation and troubleshooting of customer issues.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Maintained and updated customer service database through SAP/Mainframe Citrix.
- Helped streamline repair processes and update procedures for support action consistency.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Education
Bachelor of Science - Psychology
Far Eastern University
Manila 06.2007 - 04.2011
Skills
Analytical SkillsAttention to detail
B2B and B2C Communication Skills
Customer Service SkillsDatabase Management
Analytical Skills
Recruitment/On boarding Skills
Proofreading
Active Listening and Attention to detail
Strong organizational skills: Meetings, Travel, Calendar Management
Problem Solving SkillsProcesses Implementation
Drafting Proposals
Quality Control and Assurance
Intensive Research
Technical AnalysisVideo Editing Essentials
Website Development Essentials
Performance Management and KPI reporting
Basic Bid/tendering application
Social Media Managing
Email/Chat/Forum support
Transcribing Audio/Video
Time Management
Critical Thinking
Decision Making
Adaptability
Resilience
Communication Skills
Resourcefulness
Leadership
Work Ethic
Integrity
Dependability
Accomplishments
- Awarded a Certificate of Excellence and earned S.E.A.L (Sony's Elite Achiever's League) Awards by exceeding my personal and team's KPI, factoring other metrics in 6 consecutive months
- Awarded a bonus by having 100% attendance rate for 2 consecutive years in Lucava Developments
- Created detailed expense reports in excess of £400,000, including currency exchanges.
- Supervised team of 3 staff members.
- Planned corporate meetings, lunches and special events for groups of 70 employees.
- Created this website using Squarespace: https://www.lucava.co.uk/
- Created my own website using Wordpress: http://aimompreneur.com/
Software
Squarespace
Linkedin Sales Navigator
Google’s G Suite (Google Drive, Docs, Sheets, Forms, and Gmail)
Trello
Skype
Dropbox
Zoom
Mondaycom
Hubspot
Keap
Xero
Zapier (Automation)
Wordpress Essentials
Keap
Dux soup
Mainframe Citrix
SAP
Certification
SAP Training - SAP Basics 2.1 - Accessing SAP
Interests
Continuing Professional Development
Learning another language
Artificial Intelligence/Machine Learning/Automation
Seminars Attended
“Unleash the Mask of the
Projective Image”
Far Eastern University
Morayta, Manila
September 11, 2007
“Psychology in the Philippines”
Far Eastern University
Morayta, Manila
December 8, 2007
References
- Jennifer T. Sangalang
Team Leader
HGS
- Knell Duldulao
Supervisor
Sykes Asia Inc.
- Sam Sargent
Head of Talent
Lucava Developments
**Contact details available upon request**
Timeline
Health and Safety Awareness Training
01-2021
Risk Assessment
01-2021
Executive Assistant to CEO
Lucava Developments
11.2018 - 12.2020
Medical Records Retrieval Specialist
Keais Records Retrieval
06.2016 - 09.2017
Social Media Moderator
Sony Electronics Project, Sykes Asia Inc.
05.2014 - 05.2015
Subject Matter Expert
Sony Electronics Project, Hinduja Global Solutions
01.2012 - 01.2014
SAP Training - SAP Basics 2.1 - Accessing SAP
09-2010
Non-Technical Customer Service Representative
Sony Electronics Project, Hinduja Global Solutions
01.2010 - 01.2012
Technical Support Representative
Sony Electronics Project, Hinduja Technology, Media and Telecommunications, Ltd, HTMT
10.2009 - 02.2010
Bachelor of Science - Psychology
Far Eastern University
06.2007 - 04.2011