April Anne Tañada Layacan

April Anne Tañada Layacan Address: Contact No: Email: Date of Birth: Elvinda Village, San Pedro, Laguna --01 April 1984 Objectives: To have a successful career growth in a progressive organization that will use my skills, abilities and experience and where I can effectively contribute my knowledge in any capacity that best matches my skills & experience. Skills and Abilities: - Social Media Management & Content Creation - Web Design - Social Media Management & Ads Marketing - Excellent English Comprehension and Communication Skills: both oral and written. - Ability to function in multiple queues - Extensive Customer Service Skills - Interpersonal skills with levels of management and can easily adapt to changes in work flow and processes. - Knowledge of supervisory practices and principles. - Ability to make discretionary decisions based on research & performs a variety of task. - Well- developed sense of urgency and follow through. - Knowledge of external systems and software (Internet, Microsoft Office - Outlook, Word Excel [Visual Basic application and Macros and PowerPoint). - Typing Skills: up to 50 WPM Professional Experience: May 2014 – Present – Project Based/Part-time Social Media Content Creator/Web Designer/ Social Media Manager – Different Clients & Business Industries - Creating and designing eye-catching social media content used for marketing and advertising - Creating and designing different online graphic content. - Creating and designing different types of graphic designs for different usage • Publishing – magazine, book cover, etc. • Brand Design – logos, labels, packaging, tags, etc. • Art and Illustration – T-shirt, pillows, mugs, folder/covers, etc. • Online & Face to Face Marketing & Advert – postcards, banners, brochures, flyers, etc. • Social Media Graphic Content/Digital Ad Content – Facebook, Twitter, Instagram, LinkedIn, Youtube, etc. - Planning social media marketing strategy. Creating regular publishing schedule and promote content through social advertising. - Web Content Design and Maintenance • Writing and editing content • Designing webpage layout • Updating websites • Embedding codes for additional web features. • Ai Chat Widget Portfolio: https://drive.google.com/drive/u/1/folders/1NcNXvC1uVIP95-7oWRNevNboI3htzsRy https://drive.google.com/drive/folders/1e0KW-0X0Xt-0KFt96g1qZ0_a5wLwpiaA https://drive.google.com/drive/folders/1NcNXvC1uVIP95-7oWRNevNboI3htzsRy December 2016 – June 2019 Project Manager – Cube Care Co (Remote) - Communicating with clients about orders (ex. Order Status, updates and payments) - Managing & Processing different type of window treatment orders > from receiving orders up to invoicing (Disposable Cubicle Curtains, Window Cubicle Curtains, Shower Curtains, Ripple Folds, Solar Shades & Dual Shade, Mecho Shades, etc.) - Processing Invoice for Collections - Creating Reports for Inventory & Revenue Discussions - Calling Suppliers for Price Negotiation, Orders and Deliveries - Creating Manuals, Process Flow and Videos for Training Purposes - Other Management & Administrative duties August 2015 – September 2016 Compliance and Investigation Manager – Sure Telecom AUS (Remote) - Act as Liaison between Sure Telecom, Telecommunication Industry Ombudsman or TIO and Sure Telecom customers - Taking and Making calls from/to customers who have complaints raised to TIO(inbound and outbound calls) - Ensure that Sure Telecom is strictly following policies and procedures based on TIO standards, Industry Codes,Australian Communications & Media Authority and Communications Alliance - Addressing and Resolving TIO complaints _in all levels (through Emails and Phone calls) - Dealing with TIO Re-classification requests, Re-classification Result Review and additional information, - Communicating with TIO officers in charge of cases/complaints _in all levels - Investigating customer accounts and Analyzing Customers’ TIO complaints - Investigating customer accounts and Analyzing Customers’ NON-TIO complaints June 2014 – May 2015 Certified Sr. Account Specialist, Priority 1 – US Cards American Express - Receiving calls from US Card Members with variety of concerns - Doing maintenance on the account - Processing Billing Disputes for card member who questions charges on the account -Processing Card Replacements -Explaining card members statements(reviewing chargers, late fees and interest charges) -Explaining Annual Percentage Rates -Processing card sales and other promotions. -Processing Balance Transfer -Processing Card Cancellation **Awards and Certification within the F1(American Express US Cards) . - Awarded as Top 20 agent with High Refer to Friend Contribution(Survey Count) in Oct 2015 -Awarded as a Balance Performer on Dec 2015 -Promoted to RC2 in Oct 2015 -Recognized as Priority 1 Account Specialist Nov 2011 – April 2014 Customer Service Representative and Virtual Assistant – Different Clients with oDesk(now Upwork) - Customer support - Receiving reservations - Email and calendar management - Appointment setting - Different administrative task Dec 2007 – May 2011 Fraud Detection And Prevention Specialist – D, Us Cards_Fraud Department, Hsbc Electronic Data Processing Phil - Detection & Prevention of any Fraudulent Activities. - Analyze accounts in nine(9) different queues. - Analyze Fraud Trends, Cash Activities, Test Merchants and Bin Generator Merchants. - Analyze Fraud Application, Takeover and Suspicious Account Compromise Accounts. - Handles MasterCard Confirmed Account Compromise Accounts. - Effectively identify fraud activities and issues by performing relevant research using the appropriate tools. - Reviewing security information and account activity - Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity. - Review of accounts and determine the legitimacy of the account and account holder and associated risk. - Fulfils direct Card Member’s inquiries by phone and email to investigate & resolve posted fraudulent activities with an emphasis & quality. - Contacting account holders in an effort to verify activity and mitigate loss. - Handling Authorization and Reversal Calls from Center Banks and Merchants. - Updating Card Member’s account information. **Additional Professional Experience, Responsibilities & Achievements within the Fraud Dept, HSBC Electronic Data Processing Phil. - Handles the Daily and Monthly Real Time Points per Hour and Incentives Report and Real Time Utilization Report using my own created tools. - Handles the Utilization Report Disputes for Score Card Computation. - Was able to handle HSBC Premier and Relationship Accounts for Fraud for HSBC Premier Clients. - Was able to create an Outbound, Inbound and Specialty Queue Memo Template using Visual Basic application and Macros, in which the Fraud Dept is currently using. - Created a Real Time Points per Hour & Incentive Tracker and Real Time Utilization Tracker using Microsoft Excel, in which the Fraud Outbound teams are using. - Was able to learn, review and use QA Monitoring Form - Monitor calls for QA Monitoring. - Trained some agents and supervisors in the Fraud Dept on how to use the Real Time Points per Hour & Incentive Tracker and Real Time Utilization Tracker. - Became the Top Outbound Agent of the Month several times in the Fraud Department Jul 2007 - Nov 2007 Onstar Advisor, OnStar Provisioning, Convergys Philippines - Front liners and Responsible for the Activation/Reactivation of the OnStar System in the Owner's New or PreOwned Vehicles (General Motors) - Pre Delivery Inspection of OnStar System for GM Dealers and General Inquiries for Non Subscriber - Welcoming Subscriber and Selling of Subscription and Hands Free Calling Minutes Oct 2005 - Oct 2006 Account Manager, Priority Club, Inter Continental Hotels Group - Maintaining customers/guests Priority Club Account (esp. Elite Status) - Hotel Reservation (Regular reservation or with the use of Priority Cub Reward Points) - Updating and Managing of customer's Priority Club Points w/ the use of Phone inquiry, Fax, Email or Written correspondence. Mar 2005 - Aug 2005 Customer Service Representative, MCI Account, Client Logic Philippines - Responsible for the complete explanation of transactions (Phone Bills) made by the subscriber - Up selling of the company's products (Local & Long distance features and Added features) Educational Background: 2000 - 2004 College Bachelor of Science in Biology University of the East, C.M Recto, Manila 1996 - 2000 Secondary School Sta. Catalina College Biñan, Laguna