Anna Dominique Baltazar-Buan
Unit 138 Bldg 1 Phase 2 Mapagkumbaba St. Sikatuna Bliss QC
Mobile No-/-
E-mail:-
OBJECTIVE: To be able to explore my potentials through a job by which commensurate my knowledge and skills
WORK EXPERIENCE:
Marketing Specialist/Virtual Assistant – Free Lance Home Base
November 2015 – Present
Assisted the Sales agents on contacting hotels on reservation for their clients who are looking for hotels or long term housing.
Contacted and average of 20 to 25 hotels/LTH through phone and email to request for folio and / or final bill for the guests who already checked out.
Answered and average of 20 to 25 calls per day and take note of the message and / or forward the call to the appropriate person or department, usually inquiries and customer complaints.
Undergone Training for the following:
Inside Sales 101 for different lead types, Objection Handling, Scripting, & Pre-qualification
Buyer and seller real estate practices including documentation per transaction type.
Acquisition and liquidation of Bank Owned property
Bank qualifications/approval for Short Sale; REO property
Internet Marketing forms, lead sources, Lead Generation & CRM or database entry
Common Lead Management systems including Boomtown, E Edge, Market Leader, and Tigerleads
Internet Marketing – posting and advertising products and services thru internet – Facebook, Twitter, Instagram and Marketing Websites
Talent Acquisition/Human Resources – Sourcing candidates per client requirement and meet headcount as needed
Set up meeting for client and buyer who are interested on the property they are selling
Doing analysis on the value of a property base on the comparisons on the real estate market
***current rate: $- including overtime
Startek Philippines – Operations Manager
August 2012 – November 2015
Handled up to 300 FTE, with 3 lines of business
Ensures that all metrics are met and exceeded per client requirement
Ensures people development
Responsible on developing supervisors through coaching and training
Study and approves financial aspect of the account to minimize cost and increase revenue
Works hand in hand with Senior Manager and Director
Promotes Leadership Development
Tracks the intraday reporting to ensure that Service level is met not just daily but per interval basis
Regular client interaction / face time for any updates, changes and developments
Conduct focus group discussions and works hand in hand with HR business partners to pull down attrition
Manages the performance of a cluster of team leaders and representatives providing analysis, coaching and feedback, documenting results, counseling and mentoring.
Works closely with the Senior Operations Manager and Director
Create Financial report and review expenses that could impact the business
Highlights: Accomplishments:
Launched 3 lines of business in one year with 300 FTE
Account was recognized as the top line of business across all sites for 2013 and 1st quarter of 2014
Startek Philippines - Senior Operations Supervisor
July 2011 – August 2012
Responsible of developing Subject Matter Experts (SME, Senior Agents, CSR2) through coaching daily and weekly
Works closely with the Operations Manager and Senior Operations Manager
Engaged in Client interaction through weekly and monthly meetings for business review
Oversee the account and act as account manager
Create Financial report and review expenses that could impact the business
Highlights: Awards and accomplishments:
Recognized account as the top small business unit across all vendors for 2011 and 2012
Piloted product launch
Improved agent satisfaction
Startek Philippines - Operations Supervisor
October 2010 to July 2011
Responsible of developing agents through coaching daily and weekly
Performs call listening through remote, side by side and call monitoring
Approve timesheet of agents and makes sure that there will be no error or pay dispute
Takes escalation as requested by the customers
Provided management with performance reports that include measurements of efficiency and quality;
Performs data analysis and works hand in hand with the operations manager to maintain and improve performance
Highlights: Awards and accomplishments:
Recognized as the top team leader for the quarter
Piloted product launch
Improved on absenteeism rate from 12% to 2%
JobStreet Philippines – Senior Account Manager
February 2010 to September 2010
Conceptualizing Marketing strategies to have more investment for the company
Head hunt investors / clients through face time and phone calls
Provides assistance to the clients on what package they cake advantage to post their advertisements on the web
Manage clients’ account by ensuring that their data base are properly managed
Client visit regularly either weekly or on call to provide assistance to the client
Highlights: Awards and accomplishments:
Awarded as Account manager with the highest revenue for 2 straight months
Handled 3 account managers to be coached and developed
Accenture – Technical Support Representative
September 2007 – January 2010
Assisting the members on trouble shooting with their high-speed DSL connection
Setting up DSL connection and registration
Setting up connection on both LAN (local area connection) and wireless connection using modem router (2wire, Motorola, actiontec) and third party routers (dlink, linksys, netgear, belkin), advance modem configuration such as changing PPPOE / PPPOA location and bridging modem
Trouble shooting on email settings (can't send or receive email) on both client mail (outlook, outlook express, thunderbird..) and web mail
Software trouble shooting such as browser ( internet explorer, mozilla firefox, safari), firewalls and anti virus
Documentation, trouble shooting procedures and order equipment are being done through CRM and RX, Setting up multiple internet connection for both windows and mac
Highlights: Awards and accomplishments:
Awarded as the number 1 agent for 2009 to 2010
Performs SME roles and floor support to assist training team
Sykes Asia – Customer Service Specialist
August 2006 to September 2007
Our client is Johnson & Johnson Vision Care in Australia and New Zealand
Doing outbound sales and for optical companies
Taking contact lenses orders from different optical stores, hospital and opticians through phone, email and fax.
Follow up on orders for urgent and complains
Conceptualizing on promotions and product branding
Teleperformance – Customer Service Representative
December 2004 – July 2006
Our client is a wireless telecommunication company in US (SPRINT PCS).
Explains to the customer the basic queries about the service, questions
about their bill, equipment order, coverage network etc..
Basic equipment trouble shooting
Inbound sales
Handling escalations / doing reports on team performance and stats
SKILLS AND CAPABILITIES:
Public Relation (PR) skills. Can manage and motivate groups and individuals.
Performs task swiftly and capably under various work environments.
Possesses excellent time and management skills. Can work well under pressure to meet deadlines.
Easily trained/ fast learner. Grasp concepts quickly with retention.
Planning/ Conducting/ Assisting in TV & Video production
Organizes and facilitates meeting
Research skills
Writing news, articles, essays.
Computer literate. Proficient in MS Word, Excel, Powerpoint
EDUCATION:
2000 - 2004College Centro Escolar University
Mass Communication major in Broadcasting
PERSONAL DATA
BIRTHDATE: June 30 1982
HEIGHT: 5’3”
WEIGHT: 60 KGs
REFERENCES: Available upon request.
