JENNIFER GAMBOA GALURA
1I umipig cmpd. 11th avenue, Grace park Caloocan City
Email Add:-Contact number:-
PROFESSIONAL SUMMARY:
To be part of a Company where I can enhance/share my skills and knowledge, maximize my experience, potentials, and to
have a better opportunity for a career growth inside or outside the company.
QUALIFICATIONS:
➢
GOOD IN ORAL COMMUNICATION
Knows how to communicate in English and Filipino
➢
EXCELLENT IN WORKING ON TEAMS/INDIVIDUAL CONTRIBUTOR
High Level in Interpersonal skills can handle people, group, or teams.
➢
PROFICIENT IN BASIC COMPUTER OPERATIONS
Systems Application and Products in Data Processing (SAP), Microsoft Office, Lotus Smart Suite, MS Word & Excel,
Service Now Tool.
➢
ACCOUNTING SOFTWARES
Systems Application and Products in Data Processing (SAP) Centralized Sales Audit Systems, Oracle.
WORK EXPERIENCE:
1. SUPER SHOPPING MARKET, INC.
ACCOUNTING ASSISTANT (JANUARY 11, 2007-JUNE 2011)
JOB DESCRIPTION:
Accounts Payable (Trade & Non-Trade)
Systems Application and Products in Data Processing (SAP)
Deals with different suppliers and customer's
Handling payments for different suppliers of the Company.
Checking of Sales Invoice, Proposals, SRT and SBBS.
Accounts Receivable & Sales
Systems Application and Products in Data Processing (SAP)
Preparing Report for Customer's, Data Encoding (oracle system), Clearing of tenants and Sales.
Preparing Statement of Accounts to Tenant.
Auditing of Charge Sales (Local & Int’l Card)
Bank Recon, Preparing of Journal Voucher for Discount Fees of Bankcards.
Inventory
Systems Application and Products in Data Processing (SAP)
Adjusting of inventory (stocks, article, stock correction)
2. ERICSSON TELECOMMUNICATION, INC.
AP INVOICE ADMINISTRATOR (JUNE 2011-PRESENT)
JOB DESCRIPTION:
Accounts Payable Invoice Administrator- Resolution Team - June 2011-May 2015
1. Handles supplier inquiry via Ticket. (Service Now Tool)-This involves query regarding refund, payment not
received by vendors, wrong posting/processing of invoices etc.
2. Posting of Manual/Urgent Payments (includes Commodity-Utilities, Hotel Accommodation, Statutory/Government
Payments)
3. Handles invoices from different local companies with Local Company Specifics and Deviations.
4. Take initiative in escalating instances involves internal and external issues with relevance to our way of working and
standard procedures.
5. Having an experience in root cause analysis.
6. Posting of invoices with different Local Specifics and Deviations.
Senior Support Specialist – May 2015-May 2017
1. Handle and resolve tickets within SLA with a customer service mindset.
2. Resolve tickets that require APS expertise or system execution – support with the resolution of issues with
Customer Service Mindset.
3. Review content standard of KCS (knowledge centered support) articles – also part of KDE or Knowledge Domain
Expert which act as the main publisher of all the articles in Knowledge Base.
4. Participate to collaboration to different Support teams within the Company (Support Chain) – provide a monthly
collaboration with other team/s within the Company and discuss challenges and issues encountered within the
team and come up with a solution according to Standard Process Flow.
5. Suggest for improvements (process, alignments) within the support chain – review work instruction and promote
other process for improvements that will results for a better Customer Service and enhance Customer relationship.
6. Handle escalation following the escalation analysis matrix – act as the first point of contact for any escalation arise
in ticket; concerns like rejected payment, returned and refund payment are examples of those issue that needs to
be resolved according to the Standard Process Flow.
7. Act as Solution responsible in Improvement project as applicable – involve in some projects within the Support
Chain that will help improve the process of handling issues from Customers.
Support Services Advisor/Incident Manager - January 2018 – February 2021
1. Escalation point for Purchase to Pay Service – responsible of coordinating all involved functions and ensure
communication.
2. Identify and analyze recurrent escalation reasons for improvement purposes (RCA and problem management)
3. Ensuring Critical and High priority situations are correctly resolved in due time.
4. Ownership in coordinating with BIDMs or IT to ensure the resolution of technical issues that impact Support Service
activities.
5. Subject Matter Expert for Support Services Chain.
6. Maintain knowledge database quality and monitor article utilization (KDE).
7. Project Support representing Support Services.
8. Support deployment of new processes and tools.
9. Train the trainers when changes are implemented.
10. Coordinate and participate in governance/collaboration meeting.
11. Support performance management.
EDUCATIONAL BACKGROUND:
TERTIARY:
TECHNOLOGICAL INSTITUTE OF THE PHILIPPINES
Quiapo, Manila
Bachelor of Science major in Financial Management Accounting-
SECONDARY:
CALOOCAN HIGH SCHOOL
10th avenue, Caloocan City-
PRIMARY:
CECILIO APOSTOL ELEMENTARY SCHOOL
7th avenue, Caloocan City-
SEMINAR'S AND TRAININGS ATTENDED:
Systems Application and Products in Data Processing (SAP) TRAINING
September 2007
Leadership Training for Red Cross
October 2007
Presentation Skills
July 2016
Assertive Communication
July 2016
Service Management Platform (SMP) Training and Migration in Bucharest
February 2017
Change Engine Yellow Belt Training
June 2019
Cross Cultural Communication
October 2019
PERSONAL INFORMATION:
Age:
Sex:
Height:
Weight:
Date of Birth:
Status:
Religion:
Citizenship:
35
Female
5'1
120 Lbs.
November 19, 1985
Single
Roman Catholic
Filipino
Contact References:
Venus Castaneda – Global Data Compliance Analyst
White & Case-
Raffy Suarez – Operations Planning and Controlling Manager
Super Shopping Market, Inc-
Donna Obille - Manager
Accenture-
I hereby certify that all the information stated above are true and correct at the best of my knowledge and belief.
Jennifer G. Galura
Applicant
