Ana Maria J. Michael

ANA MARIA J. MICHAEL # 1 Saint Luke’s Apartments, Celita Village, Alijis, Bacolod City Cellular Phone #: -Email address:- EDUCATION-University of St. La Salle, Bacolod City (B.S. Commerce, Major in Marketing- University of the Philippines, Ermita, Manila (Undergraduate courses in B.S. Occupational Therapy-St. Scholastica’s College, Malate, Manila (Secondary Education) WORK EXPERIENCE May 2015-Sales & Marketing Manager, Association of Negros Producers October 20159th cor. Lacson Streets, Bacolod City Oversaw the daily store operations to meet sales goals. Spearheaded sales campaigns and activities such as bazaars, fairs, and exhibits. Came up with different sales promotions and activities for both the store and members of the association. Put together a monthly, semi-annual and annual sales plan and sales budget. Evaluated employees and assisted in the recruitment process. March 2014-Associate Unit Manager (Part-time), PhilAm Life May 2016PhilAm Life Bldg., Galo corner Lacson Sts., Bacolod City Recruitment of Financial Advisors Training and motivating advisors to provide a better understanding of market/products Monitoring and reviewing advisors’ performance Generating the assigned sales target through the team of advisors clients on different opportunities in accordance with the latter’s needs, goals and tolerance for risk. Feb. 2003-  English Language Trainer (Part-time), Freelance Dec. 2016Bacolod City Taught English to foreign students such as Koreans, Japanese and Chinese. I had one-on-one classes as well as group classes. I also teach English online. Nov. 2012 – Team Leader (Comcast), Transcom Worldwide Phils. Inc. Feb. 2014Transcom City, Lopue’s South Square, Araneta Highway, Tangub, Bacolod City Motivating and inspiring the team to surpass their potential. Improving the team and facilitating the communication among the members of team. Exceeding and meeting departmental objectives, including conversion targets, and lead generation. Creating sense of ownership within the employees and resolving employee issues, if any. Encouraging, supporting, and motivating actively one’s peer team. Looking constantly for development as well as continuous improvement for the entire team. Monitoring, organizing, and coaching team on a day­to­day basis. Communicating the company’s purpose, core values, vision to the front employees. Ensuring that the employees follow their schedules properly as designed. Striving for new ways continually, to increase the opportunities of sales. Handling escalated calls, complaints, questions, and queries as necessary. Facilitating cross-­functional communication within employees for improved working condition. Creating a conducive work environment for all the call center’s employees. Carrying out team meetings and actively participating in the monthly and weekly meetings. Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets. Sept. 2006- July 2011Mission Control Analyst (Accenture; Citibank; Telstra), Teleperformance Phils. EDSA Central IT Center 2, Greenfield District, United St. corner EDSA, Mandaluyong City Develop reports on daily workload using, among others, CCMS, IEX. Participate in forecasting meetings with relevant departments; develop accurate short- and long-term workload forecasts. Control master systems files with schedule information and shift preferences. Serve as initial contact point for all issues regarding schedules. Determine workforce requirements to meet service level and response time objectives. Determine agent schedules to meet call center objectives. Handled various requests from agents, leaders within the organization as well as clients. Monitored and managed the queue on real time to ensure schedule adherences and service levels, processed day-off requests and update systems. Managed breaks and monitored aux codes. Generated real time reports from CMS Avaya on productivity metrics. Managed any downtime through proper escalation procedures. Nov. 2005 – Sept. 2006Medical Editor, First International Document Masters Inc.B.S. Aquino Drive, Bacolod City Edit the transcribed document against actual dictation. Edit documents consistently and fairly according to transcription guidelines, standards of style, and formats of practice; transcribe reports as needed. Using preferred standard quality scoring guidelines, calculate and score reports consistently and fairly, weighing the varying degrees of errors against the documentation length. Utilize all available reference tools to ensure the accuracy of the transcribed document. Provide timely and consistent quality feedback to inform and update the transcriptionists regarding quality issues and areas of concern to help eliminate repetition of errors. Recognize, interpret, and evaluate inconsistencies, discrepancies, and inaccuracies in medical dictation and appropriately clarify and flag or report them, as needed. Identify potential risk management situations. Adhere to policies and procedures to contribute to the efficiency of the transcription department. Access patient’s health information as needed for further clarification. Dec. 2004 – Oct. 2005 Store Manager, Favorite Pizzas, Inc. (Sbarro), Robinson’s Place, Mandalagan, Bacolod City Oversaw store operations including but not limited to planning, organizing, and implementing rules and policies of the company, designed and marketed promotions, and performed managerial tasks. Aug. 2002 – Dec. 2004Sales Account Executive, Bacolod Convention Plaza Hotel, Magsaysay Avenue, Bacolod City Marketed room and banquet packages to corporate accounts. Designed and marketed banquet packages, handled social events, coordinated with all the departments of the hotel to ensure that all information regarding a booking is properly disseminated. REFERENCES Mr. Kelvin John Te, Operations Team Leader, Transcom Worldwide Phils., Inc. Transcom City, Lopue’s South Square, Araneta Highway, Tangub, Bacolod City 6100 - /- Mr. Luke Po, Operations Team Leader, Transcom Worldwide Phils., Inc. Transcom City, Lopue’s South Square, Araneta Highway, Tangub, Bacolod City 6100 - /-