Janice B. Sarao
Mobile: -
Email:-
SUMMARY OF QUALIFICATIONS:
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Progressive Virtual Fulfilment Reports Analyst for top company at upwork.com for almost
5 years.
Progressive Virtual Customer Service and Reports Analyst for Amazon Seller Central for
almost 5 years.
Innovative professional with 13 years of experience within the Call Center industry. Have
the skills to drive campaign growth, capitalize on new revenue potential campaign, and
manage all aspects of daily campaign operations.
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Expertise in call center environment, with sound knowledge on call center
operations, practice, client relations, staff training, supervision, motivation and
mentoring.
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Proactive leader with refined business acumen and exemplary people skills.
Facilitate a team approach to achieve organizational objectives, increase
productivity and enhance employee morale.
Quick study, with an ability to easily grasp and put into application new ideas, concepts,
methods and technologies. Dedicated, innovative and self-motivated team player/builder.
Exceptional leadership, organizational, oral/written communication, interpersonal,
analytical, and problem resolution skills. Thrive in both independent and collaborative
work environments.
Proficient in the use of various computer programs, applications and call center
technologies and systems (e.g. dialer, telco).
PROFESSIONAL EXPERIENCE:
October 1, 2016 – present: Virtual Fulfilment Reports Analyst for Andromedia Inc at Upwork.com
• Handles the Porting and Under shipment Report
• Daily Inventory Report
• Auditing of Invoices from Fulfilment Centers
• Processing Returns and Refunds from customers
November 15, 2016 – present: Virtual Customer Service and Reports Analyst for Amazon Seller
Central
• Handles customer service emails and answers negative comments and reviews
• Weekly Inventory, Performance and Advertisement Report
• Handles the Instagram and Facebook account of the Amazon seller
June 2007 – February 2015: Worked as Campaign Manager for Northstar Solutions, Inc.
(formerly Havenlink Solutions, Inc) in Ortigas Center, Philippines with the following account and
responsibilities:
• FTI-American Diabetes Association ACCOUNT (Campaign Manager), US Non Profit B2C
(June 2007 – March 2008)
• HOTLINE TO HR, Canada B2B (April 2008 – October 2008)
• CANADIAN MAGAZINE SUBSCRIPTION, Canada B2C& B2B (Sept. 2008)
• IDEARC – SUPERPAGES.COM, US B2B Online Directory (October 2008 – February
2009)
• PDV Ltd – UK B2C E.ON Lead Generation (November 2009 – January 2010)
• SWITCHMASTER: Chip and Pin (Merchant Appointment Setting) – UK B2B campaign
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(November 2010 – December 2010)
ESA (Environmental Solutions Association) Seminar Booking – UK B2B Contractors
(October 2010 – November 2010)
GMLN.COM (Get Me Listed Now) – UK SEO, B2B campaign (December 2010)
PHRUIT Ltd - MARKET RESEARCH and BESPOKE CAMPAIGNS UK B2C and B2B
(March 2009 – January 2011)
CHIROPRACTOR APPOINTMENT SETTING – B2C US Account (May 2011 – July 2011)
MTRAX – US Mobile SEO campaign, B2B (March 2012 – May 2012)
TLL.COM (Top Local Leads) – US SEO, B2B campaign (December 2010 – February
2015)
ECOMMERCE – US B2C Sales Campaign on various Duty Free Products and Online
Pharmacy (August 2011 – August 2014)
HOME BASED BUSINESS DEVELOPMENT SPECIALIST (September 2014 – February
2015 whilst on Maternity Leave) – Lead Generation and cold calling for potential clients of
Northstar Solutions, Inc.
o Oversee performance management, ISR’s discipline, development of ISRs, and
Team Leaders. Responsible for providing subordinates timely, candid and
constructive performance/quality feedback by calibration sessions. Identifying
the needs of ISRs and Team Leaders to ensure they have the necessary tools
to provide good performance, raise efficiency and achieve goals. Provide
challenging opportunities that enhance their career growth. Recognizing and
rewarding subordinates for accomplishments.
o Maintains daily, weekly, and monthly performance/quality reports and ensure that
overall account goal. Projects and daily production outputs are met and
maintained. Develop a tracking process and produce reports to measure team
and individual results, identify areas of improvement, and implement corrective
action through assigned Team Leaders.
o Provides direction on performance measurements of different Key Performance
Indicators (SPH/SPD/VPH/APH, Revenue/hour, Lead conversion, logged hour,
CPH).
o Create and implement incentive schemes that will drive the performance.
o Review internal and external reports and ensure that all quality guidelines are
being implemented.
o Create hour projection for each month based on client requirement and
manpower capacity. Ensure that the account is sufficiently staffed and that staff
is adequately trained.
February 2007 – June 2007: Work as the Team Leader for FTI-ADA account of Havenlink
Solutions, Inc in Ortigas Center; AND
September 2006 – February 2007: Work as the Team Leader for FTI-ADA account of Touch Asia
Solutions, Inc in Makati City with the following responsibilities:
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Managing the performance, attendance, quality and all other job requirements of ISRs.
Accountable for the team’s compliance with all the key performance indicators and
expectations that the client set for the account.
Sets a concrete plan of action which includes: set monitoring priorities, identify ISRs with
issues and prepare appropriate strategy for coaching or reprimand if necessary, and
commend ISRs for their achievements.
Created a report that will track the performance of each ISRs (International Sales
Representatives)
September 2003 – September 2006 – Work as Customer Service Associate for FTI-ADA account
of Touch Asia Solutions, Inc in Makati City
October 2002 – January 2003 – Work as Project Team Leader for Mellon, Bank of NY, Inbound
account in Advanced Contact Solutions (formerly All Asia Customer Services ACS) in Makati City
September 2002 – October 2002 – Work as Customer Service Representative for Mellon, Bank of
NY Inbound account in Advance Contact Solutions (formerly All Asia Customer Services ACS) in
Makati City
TRAININGS/SEMINARS ATTENDED:
Udemy: Introduction to PowerBI
December 2020
Udemy: Instagram Marketing 2020: A Step by Step to 10,000 followers
February 2020
Northstar 3-day Seminar on Program Management, Punta Fuego, Batangas
Sept 2014
CCAP Conference, SMX Convention Center
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CCAP Leadership/Management Training, Edsa Shangrila
2006
Americanization and Phone Lab Training, ACS Makati
July 2002
Microsoft Visual Studio.Net Launch, NBC Tent, Fort
March 2002
On Job Training, College Assurance Plan
April 2001
Microsoft Certification, St. Scholastica’s College
July 2001
Database Management System Festival, SSC
January 2001
EDUCATIONAL BACKGROUND:
College:
St. Scholactica’s College, Manila
Bachelor of Science Major in
Business Systems and Technology Management
(1998 – 2002)
High School:
St. Mary’s Academy, Pasay City Manila(1994 – 1998)
