Charmaine Hernando

CHARMAINE HERNANDO VIRTUAL RECEPTIONIST CONTACT- EDUCATION Palawan State University Bachelor of Science in Business Administration major in Economics APPLICATIONS USED: Recurly Quickbooks Stripe Bill.com Monday.com Asana Trello Jira Confluence Apollo Debounce Freshdesk Salesforce Intercom Hubspot Frontapp MS Excel Google Sheets WORK EXPERIENCE PROJECT MANAGER/EXECUTIVE ASSISTANT/REPORTS ANALYST Properly, a startup SaaS company providing a platform used by Property Owners and/or Property Managers of short term rentals to schedule the jobs of the Service Providers (cleaners, plumber, handyman, etc.) SEPTEMBER 2018 - PRESENT Operations Oversaw the operations income-generating arm of the business that provides Remote Cleaning services, Customer Support and Digital Property Reviews. Coordinated and Organized staffing and scheduling of the Operational Staff. Executed processes such as cross-skilling to minimize cost. Financials Prepared and review Profit & Loss report Managed Accounts Payables and Receivables Generated Revenue reports Generated KPI, Churn and Utilization reports Administrative Work Organized the email and calendar of the team. Spearheaded meetings to ensure deliverables are submitted promptly Sourced and Recruited personnel to fill different roles in the company Intraday Supervisor Convergys, a leading global firm specializing in customer service outsourcing. It combines analytics, operational excellence and innovation to provide a great experience to customers and businesses. MAR 2008 - JULY 2018 (1 0 year, 4 months) Spearheaded the Intraday productivity performance of 8 programs or lines of business at three Call Center Sites. Led and mentored the Intraday Team of 5 Generated and Drove productivity metrics not just to meet goals but to exceed it. Advised the Operations Management teams on the gaps in availability and efficiency metrices to create realistic action plans. Coordinated the staffing requirements with the client and the company stakeholders to deliver contracted