Ana Mari Joven

ANA MARI JOVEN 119 Pag-asa St., Brgy. Harapin ang Bukas, Mandaluyong City - /-- PROFESSIONAL SUMMARY Having spent 5 years for a BPO company, I developed a wide range of skills. I easily adapted to changes and continuously got promotions. I became a Quality and Development Expert because I’m keen to details and I always make sure that I’m meeting my deadlines and targets. I've also been after enhancing and developing my team members' skills in order to provide excellent customer service. I have been managing my time very well. I also make sure that I finish my tasks with accuracy and full understanding of the goal within. I have an average typing speed of 50 words per minute. I have knowledge in using MS Office apps like, Word, Excel and PowerPoint, which is my advantage whenever reports are needed. I am well organized, determined, and a fast learner. I have a can-do attitude to tasks that are new to me. I’m a goal-oriented person and never stops until goal is achieved. I have strong English communication skills and creating reports are as easy as 123 for me. SKILLS Data management Team leadership Strong verbal communication Self-motivated Powerful negotiator Conflict resolution Project management Process implementation Client assessment and analysis Strong written and oral communication skills Emotional Intelligence - 95% Microsoft Office Word, Excel and PowerPoint WORK HISTORY Travel Specialist Sykes Asia, Inc., Makati City, Philippines April 2013 – September 2013 Job Description: Answer customer inquiries about available hotel rooms across the country. Process hotel room reservations. Quality and Development Expert Acquire BPO, Mandaluyong City, Philippines October 2013 – Current Job Description: Monitor team member's compliance to company processes and procedures. Ensure that the team members are still in line with the company's goal of making happy customers/ Analyse data, come up with reports and process improvement to meet company's goals. Monitor and coach team members for continuous development. Developed new process for employee evaluation which resulted in marked performance improvements. Worked directly with Operations Managers to achieve positive customer satisfaction results. EDUCATION Bachelor of Science in Computer Engineering - undergraduate Rizal Technological University, Boni Ave., Mandaluyong City