Anna Riccel

ANNA RICCEL FAJARDO SORBITO  1043 A. Mabini Street, Sabang, Baliwag, Bulacan 3006 - - Highly motivated, results-driven, and versatile professional, equipped with excellent customer service and quality assurance skills honed through more than eight years of experience in a business process outsourcing (BPO) and knowledge process outsourcing (KPO) company and one year experience as a freelancer. Demonstrate interest in pursuing service-oriented roles to utilize transferrable skills acquired from previous experiences. Possess ingenious energy to handle multiple projects and foster positive client relations for the achievement of targeted goals. Exemplify exceptional communication and interpersonal aptitude, coupled with strong ability to build rapport easily with individuals and express ideas in an articulate and logical manner. Demonstrate sound and creative mindset in implementing improvements and developments in response to operational challenges. CORE COMPETENCIES Customer Service and Public Service Motivation  Developed and maintained productive client relations; applied in-depth knowledge on principles and processes in providing customer and personal services  Exemplified commitment to serve the public, ensuring that actions meet client needs and that organizational objectives and practices are in line with their interests  Engaged in rapport-building communication to leave the customer with a positive feeling, leading to the establishment of strong relationship  Performed customer care specialist functions as necessary, such as answering phone, escalating calls, taking customers’ concerns and complaints, resolving customer disputes, and pacifying irate clients  Conversed with clients over the phone or through e-mail to obtain information necessary in drafting custom-made documents, such as résumés; résumé critique; cover letters, thank you letters, and follow-up letters; and articles in line with up-to-date writing guidelines Leadership, Training, and Development  Adeptly functioned as an effective motivator, to ensure productivity and effectiveness in executing tasks to achieve organizational goals  Provided continuous leadership and guidance to a team of junior team leader, career development specialists, writers, and customer care specialists  Cultivated staff’s ability to perform and contribute to departmental organizational operations by presenting ongoing feedback and opportunities to learn through formal and informal methods  Closely monitored the progress, to include quality and outcome of assistants’ jobs and evaluated the performance of other writers  Facilitated the training of new writers on other writing needs Project Management and Resource Optimization  Monitored assignment of projects, reported any discrepancies, and presented resolution to issues encountered  Responded to increasing expectations to further reduce adverse impacts, subsequently increasing efficiency and productivity  Rendered assistance to the department manager in assigning other writing services to staff, updating training materials, and preparing reports for monthly and year-end meetings Problem Analysis and Resolution  Resourcefully implemented improvements and developments in response to operational challenges  Encouraged ingenious pressure and differences of opinions; carried out ways to prevent counter-productive confrontations; as well as resolved conflicts and disagreements in a constructive manner Writing, Editing, and Proofreading  Proofread, reviewed, and edited various job-application documents for accurate use of grammar and content  Ensured accuracy of documents with respect to formatting, information checking, and style  Exemplified keen eye for detail in recognizing and correcting errors in various job-application documents, such as resume, CV, thank you letter, follow up letter, and cover letter  Performed thorough review on correspondence and made necessary edits to ensure correct English usage, consistency, completeness, and appropriateness of content  Proofread, reviewed, and edited materials for accurate use of grammar and content General Administrative Functions and Privacy Policy Guidelines  Prepared month- and year-end summaries regarding the team’s development, upcoming targeted tasks, and additional services suggestions  Ensured confidentiality in dealing with customer information, particularly sensitive and personal information  Delivered exemplary services, such as administrative duties, customer support, basic accounting, writing, editing, and proofreading  Issued memoranda and notices of non-compliance to subordinates who violated company and department rules 1|Page ANNA RICCEL FAJARDO SORBITO  1043 A. Mabini Street, Sabang, Baliwag, Bulacan 3006 - - PROFESSIONAL EXPERIENCE AND HIGHLIGHTS FREELANCE, HOME BASED CONTRACTOR  2016Present Writer and Virtual Assistant  2016Present Produced high quality work through efficient time and resource management resulting to client satisfaction FILWEB ASIA INC.  San Pedro, Laguna  20072015 Senior Team Leader, Career Development Department       20092015 Responded to increasing expectations to further reduce adverse impacts, subsequently increasing efficiency and productivity Resourcefully implemented improvements and developments in response to operational challenges Adeptly functioned as an effective motivator, responsible for coaching, training, and encouraging employees to achieve organizational goals Led efforts in making sure that policies and procedures were followed, while nurturing and maintaining a conducive working environment for staff, which kept them productive and unified Proficiently handled calls and pacified irate clients of team members, which led to customer satisfaction and retention Guided and mentored senior writers that led to their promotion Career Development Specialist, Career Development Department   20082015 Delivered an effective solution to customer issues by proficiently asking the right kind of questions and understanding customers’ needs and wants Ensured utmost customer satisfaction by adapting to customers’ unique needs and changing circumstances, as well as acting on customers’ feedback that resulted in repeat business, loyalty, and referrals Team Leader and Writer, Writing Department (Bulacan Office)  20072008 Gained trust from senior management to assume human resource functions, such as: o Handling applicant examination and interview; o Assessing applicants’ capacity on the position applied for; o Preparing and submitting payroll documents to the main office o Receiving payroll slip and cash o Administering the entire operation OTHER EXPERIENCE Quality Assurance Analyst and Production Technologist  ROBSEN’S INC.  Pulilan, Bulacan Assistant Laboratory Analyst  NESTLÉ PHILIPPINES  Pulilan, Bulacan Laboratory Analyst Trainee  UNIVERSAL ROBINA CORP. (URC)  Pasig EDUCATION Bachelor of Science in Food Technology: 2001 UNIVERSITY OF STO. TOMAS  Espana, Manila High School Diploma: 1997 ST. PAUL COLLEGE  San Rafael, Bulacan Elementary Education: 1993 ST. PAUL COLLEGE  San Rafael, Bulacan PROFESSIONAL DEVELOPMENT Managing Interpersonal Skills: 2013 Food Processing Training: 2005 Journalism Workshop: 1998 COMMUNITY INVOLVEMENT 1st Councilor, Sangguniang Kabataan: 19962000 2|Page Member, Parish Commission on Youth: 19942000