Carolyn Ang

 CAROLYN MAJARUCON ANG Mabini Delgado Liberation Road Iloilo City | (- | -Objective A position providing the opportunity to make a worthwhile contribution to organization goal, as well as a personal and professional growth, through continued interaction with clients and fellow employees. Skills Proficient in Microsoft Applications such as Word, Excel, and PowerPoint Knowledgeable in CRM tools such as Siebel, Salesforce, and Quickbase Good written and verbal communication skills. Awards and Recognition Top Performer for AVS Procure to Pay Support May 2014 Top Quality for AVS Procure to Pay Fiscal Year 2015 Experience Service Administrator, 09/2015 to 03/2016 Concur Philippines, Inc. (A SAP Company) – Makati Understand the client’s Travel and Expense environment. Provide administrative and strategic consultation to clients. Maintain regular meetings with the client, discussing: goals, priorities, product road map, monthly releases and positioning additional services for identified gaps. Manage the expectations of the client by understanding the key business drivers and their prioritization. Facilitating manual and automated data imports and exports. Creating, Monitoring, Updating and Closing support cases. Maintain active documentation of what is completed for the client; new functionality review (monthly) site health check (every 4-6 months), case escalations (daily/weekly), enhancement requests (weekly), etc. Represent the Department on cross-functional teams. Adhere to Concur SOP’s for escalations as needed. Develop and maintain functional and technical product knowledge. Analyst – Subject Matter Expert, 06/2013 to 09/2015 ADP Philippines, Inc – Makati Provides training in ADP OpenInvoice procurement website for suppliers and buyers. Provides Level 1 Technical support in ADP for Openinvoice procurement website via phone and email (e.g. Login Issues, Invoice Creation, and Account Configuration). Enters tickets and invoices of ADP suppliers and clients. Troubleshoots import and export files such TSV, CSV and XML. Processes payment-related concerns for clients (e.g. Stop Payments, Returned Checks, and Cancel Payments). Client Benefit Analyst - Subject Matter Expert, 10/2012 to 06/2013 ACS, A Xerox Company – Pasay Works with Account Managers to gather client requirements and implement benefit changes while meeting Market Groups’ deadlines and quality standards. Responsible for client support including documentation and execution of requirements document and submitting plan changes (e.g. Terminate Accounts, HCR-Drug Plans, and Manual Eligibility) Customer Service Associate, 02/2010 to 10/2012 Teletech Holdings Inc. – Pasay Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information. Customer Service Associate, 08/2008 – 10/2008 HSBC Electronic Data Processing Philippines – Muntilupa Manages customer complaints and problems; answering billing inquires and soliciting payments on overdue accounts; reopening accounts closed for failure to pay; changing service levels (increases/decreases in service provided); taking credit card payments; and maintaining customer information (such as phone numbers and billing addresses). Education University of Iloilo, Bachelor of Science in Nursing -) University of San Agustin, Bachelor of Science in Computer Engineering -) Character Reference Francis Gamboa Immediate Supervisor – ADP Philippines Corp- Scarlet Carter Manager to Operations – ADP Philippines Corp- /- Adam Paul Tan Team Leader – ADP Philippines Corp- Stewart Cheng Immediate Supervisor – ADP Philippines Corp-