Carina M. De Pano

Carina M. de Pano 101 Kanlaon Road, Central Park Subdivision Bangkal, Davao City Philippines Phone: - Mobile: - E-mail: - Personal statement As a Freelancer now, I am dabbling in content writing, article writing, blogging and pursuing this as my "after-retirement"​ career having been in Customer Services and Technical Operations Support in the Telecommunications industry for more than 20 years. There were writing experiences in my previous jobs (focused mainly on management reports and presentations plus special projects). Writing has been my longtime passion. It is timely that there are now platforms to showcase my writings via online content and social media. I will be happy to collaborate with you for any writing assignments and projects. Let me share my refreshing ideas and nuggets of wisdom. I write high quality, plagiarism-free, and SEO-optimized content to educate, encourage and inspire my audience. Feb. 2017 to 2019: Content Writer-Freelancer of Upwork (Upwork Global Inc.) – INACTIVE Nov. 2019 to present: Content Writer-Freelancer of Fiverr (LEVEL 2) Previous work were ghostwritten articles in the niches of business, e-commerce, health/nutrition, education, customer service and customer experience, social media, real estate, travel, app benefits, legal services, self-help/improvement, team management, social marketing, home services industry and women empowerment. Personal Blog at WordPress: happywife603.wordpress.com Professional Work History Passionate and seasoned Telecommunications professional with over 21 years extensive experience & solid background in managing Customer Services (Call Center and Business Center Operations) and Technical Support Operations. Total customer delight while meeting excellent service levels is what I do best. Able to lead committed and high-performing Teams while having fun. Strong leadership skills, very good coaching and people-handling skills with expertise on overcoming challenges and pressures with very satisfactory results. Skills Operations Management Highly-skilled in effectively managing the day-to-day operations of call centers, business centers, and operations support groups, gained mainly from exposure in the telecommunications industry. This covers online, over-the-counter and backend/offline transactions. Initiated in-house training programs and process improvements to achieve excellent team performance results vis- à-vis the key objectives set by Management. Had outstanding company achievements and awards in operations such as: - 2013 GAWAD GALING - Best Performing Division - 1st Place for Business Operations Award – Network Division of which I am part of; 2011 GAWAD GALING - Quality Breakthrough Team Award - 2nd Place for our project on Fault Close-out Automation using web-based Portal; and 2013 LOPEZ ACHIEVEMENT Awards- Semi-Finalist, Project Entry from BAYAN Telecommunications – Customer Facilities Database for Network, Sales and Customer Service. Customer Services: Call Center Administration and Business Center Administration - Was part of the pioneering Customer Service Management Team with initiatives in setting-up the call center operations, processes & procedures to be able to meet highly satisfactory service or performance levels. For business centers, had made process improvements in the effective delivery of over-the-counter transactions such as: applications for services, pre-sales & aftersales customer inquiries, customer follow-ups and complaints, and payments. Has also been an active member of various Task Force Teams with objectives in process streamlining & improvement, product/service promotions & support, telemarketing, upselling and customer feedback and satisfaction. Has been part of a major Task Force Team, which led to the company’s very 1st milestone of achieving the 25,000 telephone line installations. Process Documentation & Improvement Highly skilled in documenting detailed work instructions based on mother processes from our Product Development & Management. Able to effectively improve and streamline processes that improved turnaround times while maintaining high productivity & efficiency. People Management Very good coaching and mentoring skills that led to developing the varied and multi-skills and competencies of my Shift Heads, Customer Service Representatives & Technical Support Representatives across all levels in the organization. Highly competent staff have advanced in the organization as a result while some have joined other industries in the field of customer services. Change Management Very effective in successful implementation of the transfer from our Customer Service Team’s online support processing to Technical Operations Support Team’s offline processing which resulted to effective workload balancing and task optimization. Presentation Skills Skilled in handling of high-level management reports and presentations. Acted as Team Lead in coordination with other divisional groups for consolidation & finalization of report highlights & summaries. Proofreading & Editing Highly proficient in proofreading and editing of our company’s “Monthly Newsletter” provided to our local clients/subscribers while Head of the Business Centers in our regional area. Life Insurance Claims Analysis & Processing With effective working knowledge on life insurance claims analysis and processing gained from a reputable insurance company Life Insurance Underwriting With adequate skills on life insurance underwriting & processing gained from a reputable insurance company Work History 1. Bayan Telecommunications, Inc. Plant Operations Unit Head June 1, 2006- March 31, 2016 ( redundated due to company’s closure as a result of buy-out of another Telecommunications company, GLOBE Telecommunications, Inc. Business Center Head August 1, 1998- May 31, 2006 Call Center – Assistant Manager December 16, 1994-July 31, 1998 2. M & S International Business Consultants, Inc. Project Manager June 1993-November 1994 3. Manulife Financial Policyowners’ Service Dept Head/Executive Asst. to the VP March 1992-May 1993 4. The Philippine American Life & General Insurance Company Lay Underwriter February 1989-February 1992 Claims Interviewer & Analyst February 1985-January1989 5. National Food Authority October 1984-January 1985 Recruitment Assistant Education De La Salle Graduate School of Business & Economics (Taft Avenue, Manila, Philippines) Master of Business Administration Graduated September 1999 University of the Philippines (Diliman, QC, Philippines) Bachelor of Arts in Psychology Graduated April 1984 Personal interests/activities Writing, gardening and reading are my passions. Finds joy in personal lifestyle blogging (https://happywife603.wordpress.com). Loves photography, traveling, discovering new and unfamiliar cities, exploring beautiful landscapes & breathtaking islands. Finds pleasure in plants, blooms, and nature. Likes trying out new restaurants in the city. A foodie. Enjoys walking as my “stress buster.” A corporate retiree with a passion for content creation & writing. Likes sharing positive, good vibes. A glimpse of the mundane everyday. Loves people and life!