Ainna Fathi

Ainna Francene Macalos-Fathi Mobile: - E-mail:-001 P. Guevarra Extension, Brgy. Pagsawitan Santa Cruz, Laguna 4009 Philippines Objective To be given the opportunity to have a challenging position in Executive Membership Management/Account Management or Project Management and that will allow me to utilize my experiences and skills Career Highlights As an Account Manager/Project Manager for Multinational Companies through Upwork (Sept 2011 to December 2016) AM/PM DUTIES AND RESPONSIBILITIES: • Manage client memberships/accounts and ensure client satisfaction • Use consultative selling in recommending the most suitable plans/packages for members • Streamline communication and provide status reports and status calls in a regular basis • Communicate key accounts and activities to key team members and superiors • Act as the primary point person for client memberships/accounts • Ensure all account/project tasks are done in a timely and efficient manner • Maximize revenue while keeping clients happy MARKETING DUTIES AND RESPONSIBILITIES • Usage of ConstantContact for Email Marketing Campaigns to remind members/clients of upcoming promotions, events and status • Search Engine Optimization through Search Engine Optimization: websites, social media, blog posts, hyperlinks • Direct Marketing through Sales Calls (consultative selling) As the Client Relations Manager for The Design People Inc. (April 2011- September 2011) CRM DUTIES AND RESPONSIBILITIES: • Implement customer care policies with a professional group of Web Consultants, Web Producers and Project Managers • Submit documentation necessary to work with our credit card providers and prevent chargeback disputes • Handle top tier client issues/refunds and turn them into happy clients • Manage clients with tact and diplomacy • Handle VIP clients and escalated cases. Work with international clientele, primarily in the U.S. • Clearly communicate with clients so that service expectations are properly set. • Proactively focus on long-term client relationship building and retention. • Liaise with production and management departments, and utilize other resources as necessary to resolve issues and deliver exceptional client service. • Primary point person for all refund and cancel requests • Manage Better Business Bureau (BBB) account and complaint responses • Collaborate with accounting department regarding credit card charge back disputes • Enforce Handbook/Policy Guidelines for employees as related to escalated accounts • Train all team employees and Department Managers on new policies related to refunds and cancellation requests; act as a resource for team members • Track and report record entries of client issues in SalesForce to make sure they are accurate • As needed, act as the Primary point person for escalated projects and difficult clientele • Provide appropriate research and problem resolution support on clients handled. • Responsible for enforcing client agreements • Review service level agreements, contracts, and client communications ensuring client expectations are consistently exceeded • Provides Monthly Refund Total reports • Main objective to keep refunds below $15,000 • Works within project solution guidelines • Handle Special projects related to sales and Customer Service • Provide client services included in monthly maintenance fees and internet marketing programs • Make website corrections, fix broken links, make minor HTML changes which are included in our hosting fees • Act as a consultant and resource for clients • Communicate with the client regarding the progress of their request for changes/corrections • Provide the client with feedback and comments regarding their website design and Internet marketing programs • Inform the client about additional services that may enhance their website. • Pursue related sales opportunities • Communicate observations to appropriate decision makers on the executive and management teams TRAINER DUTIES AND RESPONSIBILITIES: • Train all new Interns over a one-month period and determine who should qualify for a Job Offer and who isn’t suited for the company. • Support for new hires to orient them to existing company tools and practices. • Research and provide up-to-date training modules, programs and videos relating to core user level skills using TDP standards. • Continued development of training tools, including on-demand training when required. • Coordinate with Production Manager to update project managers', web consultants' progression • Ensure that training courses address all requirement levels and help employees that are in need of refreshers to get to desired levels • Understand existing business processes and information usage practices with special reference to technical systems. Within that framework, be responsible for promoting the value of learning and training within the knowledge sharing culture of the company. • Participate in the testing and rollout of applications and systems as needed to ensure training documentation is accurate and kept up to date. • Understand the information flow between projects, teams, and functions in preparation for migration of tasks/content into production environment from a training needs aspect. • Continuously strive to deliver creative and innovative programs that encourage and support learning from both technical and employee relations standpoint • Advocate good information management practices. Assist in identifying opportunities to improve the efficient use and re-use of information to support project decision making. • Work with the Internals and Upper Management to ensure that staff are up to speed with the latest developments and changes to training documentation and processes. • Maintains current knowledge of trends and developments related to technical training methods and techniques. • Interface with other business areas as necessary to accomplish project tasks. As the Sales Trainer for RingCentral (June 2009-March 2011) • provides leadership in the Training Department and strategic direction to help develop individuals and enhances profitability for the company. • manages the development and implementation of the involvement, and productivity within the department. • manages the central training and development function for the department • monitors major training events and has accomplished the training development strategy for Ringcentral and all its training programs: new-hire training, refresher skill training, focused group and round table discussions. • forecasts, formulates, develops, implements cost effective, quality and high impact training and development programs for the organization; • conducts progressive research and evaluation endeavors for measuring and upgrading the effectiveness of programs, systems and services; also conducts quarterly training needs analysis • has developed the internal training website for RingCentral Sales via moodle.com which holds all training assessments and updates, currently is the only administrator • spearheads the release of all sales notes (updates) • created and published the RingCentral Sales Training Manual • created all the training program curricula • has maintained a 92.88% endorsement rate department's mission, vision, employee As the OIC for Training in Havenlink Solutions (March 2008-April 2009): • provided leadership in the Training Department and strategic direction to help develop individuals and enhances profitability for the company. • managed the development and implementation of the department's mission, vision, employee involvement, and productivity within the department. • managed the central training and employee development function for the department • supervised professional staff, and coordinates and monitors major training events. • forecasted, formulated, developed, implemented cost effective, quality and high impact training and development programs for the organization; • conducted progressive research and evaluation endeavors for measuring and upgrading the effectiveness of programs, systems and services • established extensive networks and builds mutually supportive relationships within the company and with external training institutions. • conducted Foundation Skills Training (American Accent, US Geography, Telemarketing and Customer Service, Communication Skills) for new hires • Conducted Communication and Foundation Skills Training/Product Specific Training/Reinforcement Training to Campaign/Operations Managers, Shift Supervisors, TLs, ISRs, and newhires (PST includesSuperpages, Hotline to HR, Accent Energy, Auto Warranty, 401K, Etour and Travels, Birch Telecom, Publications, American Diabetes Association) As a Lead Trainer in OneWorld Connections, I handled various sales accounts and I spearheaded the transformation of the Training Department’s Communication and Foundation Skills Curriculum • Handled sales teams: (UK Home Insulation Services), USDirect (from Kathy Sisk Enterprises) and SuperPages • Handled OWCI’s Communication and Foundation Skills Training Classes since August of 2007 (TCPA, Telemarketing, Call Center Terminologies, Communication Skills, Listening Skills, American Accent Training, Speech Training, US Geography, American Culture Training) • Conducted Product Specific Training For Publications, Home Energy Saver (UK Home Insulation Services), USDirect (from Kathy Sisk Enterprises) and SuperPages • Constructed modules and presentations for various Training classes (TCPA, Telemarketing, Call Center Terminologies, Communication Skills, Listening Skills, American Accent Training, Speech Training, US Geography, American Culture Training) • Edited existing modules and presentations according to the new curriculum • Conceptualized and Created the OWCI New Hire Training Manual for Communication and Foundation Skills • Researched and conceptualized Training Activities to aide learning • Produced top seller agents in various campaigns who came to OWCI with no experience • Trained TLs, Shift Supervisors and Program Managers for various campaigns and TCPA • Conducted agent monitoring —real time and remote As a Tenured Account Manager in Branders.com, I have handled more than 1500 client accounts (promotional products) • Has observed consultative selling as an account manager • Showed ownership on client accounts and provided for customers’ promotional product needs As a Sprint Specialist for Convergys Alabang, I up-sold sprint products. • Sold additional services to Sprint customers like mobile internet, plan upgrades, new mobile phones… Education October 2005, Bachelor of Science in Development Communication with Majors in Broadcasting, UNIVERSITY OF THE PHILIPPINES AT LOS BANOS, LAGUNA Work Experience Project Manager for JumpFactor Marketing 2016 - 2016 Office Manager for Exempt Analyst 2015 - 2016 Project Manager/Account Manager for Internet Reputation.com 2012 - 2015 Strategic Implementations Head for The Window Butler 2011 - 2012 Client Relations Manager for The Design People, Inc. April 1, 2011- September 15, 2011 Sales Trainer for Ring Central – Acquire Asia Pacific Philippines Inc., June 1, 2009 – March 31, 2011 OIC for Training/Training Department Head- Havenlink Solutions March 2008 to April 2009 Lead Trainer for Communication and Foundation Skills Training—OWCI August 2007 to March 2008 Account Manager—Branders.com January 2006 to August 2007 Sprint Specialist—Convergys Phils., Alabang October 2004 to May 2005 Extracurricular Activities College: Member-UP Alliance of Development Communication Students (UPADS); Member- UP ModerJazz Club ; Vocalist –IdleWild (Acoustic Band); Trainee– UPLB Swimming Varsity High School: Member—SHSI Music Guild and Drama Club; Year Representative –SHSI Drama and Speech Club; Member– St. Paul College of Paranaque’s Pas de Tous (Dance Troupe); Writer—Paulinian Link Accreditations College: “Most Outstanding Member for-” UPADS; “Most Outstanding Logistics and External Affairs Member for-” UPADS; Star of the Night “UPLB College of Development Communication’s “Stripped”—-A Talent Showcase of CDC High School: NSAT TOP SCORER with a Percentile Rank of 99; Champion– Tri Meet Singing Contest held in Bay, Laguna for SHSI; 1st Runner-up—Pop Music Philippines Singing Contest 1997; Ms.Freshman –SPCP; Champion – SPCP Declamation Contest (Freshman) Patents and Publications October 2005—Published Journal for Development Communication with majors in Broadcasting: “Listernership Study of DZJO, An AM Radio Station in Infanta, Quezon” October 2001 —Circulations Manager of VOX POPULI at UPLB Interests and Activities Interpersonal Communication, Video Production, Radio Broadcasting, Drama and Radio Drama Script Writing, Photography, singing, dancing, acting, swimming Computer Skills Microsoft Word, Microsoft PowerPoint, Microsoft Picture Publisher, COREL Draw, Microsoft Publisher, Microsoft Outlook, SER Dialer, Microsoft Access, Softross Messenger, Microsoft Excel, WordPress, SalesForce, BaseCamp, HelpScout, TeamViewer, ZohoCRM, ConstantContact, MailChimp