Jennifer Y. Martelino

 JENNIFER Y. MARTELINO Unit 2937 Tower B Jazz Residences, Metropolitan Ave. cor. N. Garcia St. Bel-Air Makati City 1209 Mobile No.:- Email Address: - PROFILE Fields of specialization – Administrative and Customer Service Management; Project Management Successful thirteen (13) years as a Manager – General Manager, Operations Manager, Project Manager and Customer Service Manager Rewarding 15 years in the Business Process Outsourcing industry. Twelve years as a free-lance Virtual BPO contractor with clients in the USA as Customer Service Manager, Team Leader, Trainer, Verifier, Virtual Assistant, Operations Analyst, and Customer Service Representative and 2 years with Dell and HSBC as Senior Customer Care Specialist. Five years as a Chinabank branch front-liner, dealing directly with clients, as Customer Relations Assistant for a year and as a Signature Verifier/Bookkeeper for 5 years. Experienced in all aspects of customer service Solid six (6) years teaching experience utilizing multi-media systems for teaching Management, Banking and Finance, Business, Marketing, Sociology, and Business English in the collegiate level. Invaluable six (6) years in Banking and Finance as Bank Branch Bookkeeper and Signature Verifier that entails thorough bank document auditing. Extensive knowledge in bank operations. Significant experience and exposure in portfolio management, money market, investment banking and equity market. Superior command of the English language both in writing and speaking. Ranked as Top 10% of all Upwork.com contractors who took the English Grammar Test. Successful experience in doing several roles concurrently. Knowledge in government required reportorial requirements particularly Securities and Exchange Commission and Local Government Agencies. Proficient with correspondence writing and preparing presentation materials as well as gathering of data information for research purposes, and contract administration Earned 15 units of Masters in Business Administration units from the University of San Agustin, and 6 units of Master of Arts in Sociology. Excellent analytical, audit and report preparation skills. Technology proficient and internet savvy. Well adept in computer using MS Office applications - Word, Excel Outlook, PowerPoint. Enjoy multiple tasks in a fast-paced environment, high tolerance for stress, pleasant disposition and excellent judgment skills. EMPLOYMENT HISTORY CUSTOMER SERIVICE DEPARTMENT MANAGER/SUPPORT DEPARTMENT MANAGER Market Masters Academy October 2020 to August 2021 Reports to the CEO of a Foreign Exchange Trading Training company. Manages all aspects of customer satisfaction and care, and billing department, as well as the supervision of 1 Customer Service Representative, 1 Billing Assistant, and 1 Administrative Assistant. Trains staff members to provide the highest standards of customer service and accurate billing. and ensuring that all company policies are followed. Set reasonable team goals and. Interacts with customers daily, responding to their questions and guiding them to the appropriate service. Recruits and on-boards new CSRs and trains them based on your expertise and skill set. Creates and implements effective business processes and procedural system. Success in this job includes institutionalizing the entire Customer Service Department and Support Department – Set individual and team KPIs to address service level; implemented business processes to meet the team KPIs; established policies on leaves and attendance adherence; created procedural systems on recruitment, on-boarding, filing of leave of absence and all other human resources matter. Created the QA of email, chat, and voice support. Implemented KPIs to reach team goals. Coached and trained the CSRs on email, voice, and chat thus improving the customer satisfaction of public reviews. Constantly communicated with the CEO on planning and setting procedural systems. CUSTOMER SERVICE MANAGER Amino Z1 March 20, 2018 to March 25, 2020 Reports to the CEO of an online health supplement ecommerce company. Manages all aspects of customer satisfaction and care as well as the supervision of 12 dedicated Customer Service Representatives (CSR) and fosters a positive relationship with clients. Trains staff members to provide the highest standards of customer service and ensuring that all company policies are followed. Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis. Interacts with customers daily, responding to their questions and guiding them to the appropriate service. Recruits and on-boards new CSRs and trains them based on your expertise and skill set. Creates and implements effective business processes and procedural system. Success in this job includes institutionalizing the entire customer service department – Set individual and team KPIs to address service level; implemented business processes to meet the team KPIs set by the CEO; established policies on leaves and attendance adherence; created procedural systems on recruitment, on-boarding, filing of leave of absence and all other human resources matter. Created the QA of email, chat, and voice support. Implemented KPIs to reach team goals. Coached and trained the CSRs on email, voice, and chat thus improving the customer satisfaction of public reviews to an all-time high of 97%. PROJECT & HUMAN RESOURCES FACILITATOR Keble’s Trading November 9, 2017 to March 1, 2019 Reports directly to the CEO. Manages projects in the Marketing and Sales Support Department making sure that all deliverables are met as scheduled by the use of Asana. Oversees personnel to assure timely accomplishments of tasks. Writes project brief and conducts meetings with project personnel making sure they understand the objective of the project and to monitor the progress of the project. Conceptualizes and writes procedural systems of the departments. Institutionalized the Human Resources of the remote personnel of the company. Created the Recruitment and On-boarding procedural system. Single handedly does all Recruitment process and On-boarding process – writes job posting, assessment of resume, initial interviews, administers tests, conducts orientation of company values and culture, and company policies, conducts training – Asana, Google Drive. Does Quality Assurance of the deliverables in all projects. Assigns tasks to personnel as directed by the CEO. Makes sure that all business systems created are being followed. Oversees stock alert, and stock analysis report are given to Sales Department on time. Conducts Heads Up and Heads Down meeting with the Marketing and Sales Support Department. Approves leave of absences of personnel. Created the Leave of Absence Registry and the Policies and Procedure of filing absences. Created naming convention of files and catalogues. Writes content for the company website. SERVICE DEPARTMENT ASSISTANT MANAGER Concepcion Durables, Inc. April 6, 2016 to October 6, 2017 Manages the Call Center, Accounting, Parts Inventory, Finished Goods, and Data Management Divisions. Five Officers and 22 subordinates are directly reporting to me. Institutionalized the entire Administrative Section of Service Department by mapping and improving operation process, and by identifying duties and responsibilities of each position, as they never had before. And by inculcating professional norms and values in the department. Identified key performance indicators for each position as a performance measurement tool. Reports to the Assistant Vice-President and Executive Vice-President directly. Conducts monthly meeting with my Officers where they present the performance of their department. Implemented metrics system to measure performance of each section. Presents performance of my department on a monthly meeting with the AVP and EVP and in the Quarterly Business Review with the Chairman and President. Coordinates with the other department heads especially Sales, Logistics, Accounting, Marketing, and Credit and Collection. Holds meeting with top management of companies who are potential clients of Class B refrigerator units. Conducts training for the Call Center Customer Advocate Officers. Monitors and makes sure that service level is maintained by our Call Center.. Monitors the movement of parts to maintain inventory which is vital in addressing customer complaints. Monitors the Class B Sales and comes up with a campaign to dispose them. Directs the Data Management Groups to come up with projects to enhance the operational system of the Department. Makes sure that all accounting reports are submitted on time by the Accounting Division. Does forecasting of parts inventory requests from our plant based on historical trends and movements of parts. Conceptualized and implemented the Orientation Campaign in the Call Center - For Customer Relations Officers to conduct orientation over the phone than on field that saved the company 42% of the field orientation cost. Validates and approves the billing of accredited service centers. BUSINESS PROCESS OUTSOURCING CONTRACTOR Virtual Business Processing An active member of Upwork.Com October 2008 to the Present Provides complete business solutions to companies in the USA for 12 years now. Scope of expertise are project management, customer service team management, administrative supervision, training, team supervision, virtual executive assistance, bookkeeping, correspondence writing, and customer service CUSTOMER CARE SENIOR SPECIALIST Dell Computers, Inc. (Phil.) September 2007 to October 2008 Provides direct advice and guidance on escalated customer issues. Caters to the customers of Dell in the USA. Handles advance customer service role by resolving concerns on logistics, returns, billing credits, order status, refund, freight, discounts, promotions, and tax exemption. ENTREPRENEUR/OWNER Home-Based Call Center Franchise Team1 Alliance International November 2005 to September 2007 A home-based call center franchise with a clientele based in the USA. Operates as an independent personal-owned business franchise. Provides a high-level quality service. Campaigns include outbound and inbound outsourcing services to clients. EXECUTIVE ASSISTANT TO THE PRESIDENT/RECTOR Aklan Catholic College May 2000 to June 2005 Responsible for a wide range of office functions, including correspondence writing and management of the whole office including 4 personnel. Generally supervises the administrative affairs of the Office of the Rector, as well as the management of facilities and procurement of supplies and disbursement of the petty cash fund. EXECUTIVE ASSISTANT TO THE BOARD OF TRUSTEES/ ADMINISTRATIVE MANAGER Aklan Catholic College, Inc. February 2000 to June 2005 Reporting to the Chairman of the Board of Trustees. Total office management in absence of Executive Officers. Performs duties of a corporate secretary such as keeping the company’s statutory books and generally supervising the administration of its affairs. Attends Board meeting to record minutes of the meeting. Responsible for keeping the minute books for board and company meetings, and maintain the share register of payment of dividends, and interests. Performed liaise function with Securities and Exchange Commission and other government agencies particularly in submission of reportorial requirements. FACULTY MEMBER Aklan Catholic College October 1999 to June 2005 A full time Faculty Member teaching Management, Finance, Business, and Marketing. Organizes discussion groups and evaluated individual performance. Utilizes case analysis as a method of teaching. Organized a theatre group that has been recognized by the National Commission for Culture and the Arts. GENERAL MANAGER Martelino Poultry and Convenient Store January 1998 – June 2005 In-charge of 15 employees and the over-all operation. Managed stock ordering, inventory control and retail display set-up. Responsible for all sales, marketing, accounting and HR administration that includes recruitment, compensation and benefits, training, and payroll. Maintained good relationship with suppliers and customers. Profit increased by 40% under my management. EXECUTIVE ASSISTANT TO THE VICE-PRESIDENT FOR RESEARCH AND EXECUTIVE PORTFOLIO ASSISTANT TO THE INVESTMENT PORTFOLIO EXECUTIVE Abacus Securities Corporation First Abacus Investment Management, Inc. July 1997 – January 1998 Reporting to the Vice-President – Research Department and to the Investment Portfolio Executive, concurrently. Performs general secretarial and administrative functions including research, preparation of presentation materials, correspondence writing, and monitoring of money market and equity market movement. SIGNATURE VERIFIER /BOOKKEEPER China Banking Corporation Salcedo Village Branch January 1992 – May 1996 Strictly practices in-depth fraud prevention measures. Verifies and authenticates signatures on all bank documents. Audits all transaction documents and postings on clients' accounts especially current account. Establishes good relationship with clients making sure that their accounts are funded to cover their checks. CUSTOMER RELATIONS ASSISTANT China Banking Corporation Araneta Center Branch October 1990 – January 1992 Provides customer service and support. Promotes services offered by the bank. Facilitates opening of all types of account. Answers all inquiries on services offered by the bank. File maintenance of all documents required in opening an account. Prepares accounting report of Trust Fund accounts. Provides administrative support to the branch. Developed an effective filing system that the branch adapted. OPERATIONS MANAGER Kalibo Recreation Center March 1987- June 1990 In-charge of over-all operation that includes management of human relations and administration, facilities, equipment, procurement, and most importantly, the marketing and financial management – sales, disbursement of funds, and reconciling financial records and bank documents. Plans and implements marketing and promotional campaign. Responsible for sales, accounting and HR management that includes recruitment, compensation and benefits, training, and payroll. Profit increased by 30%. EDUCATIONAL BACKGROUND University of Santo Tomas España, Manila University of San Agustin Iloilo City Degree Earned: Bachelor of Science in Commerce – Business Administration Master of Business Administration – 15 units Master of Arts in Sociology – 6 units PERSONAL DATA Civil Status-Single Birthday -May 25, 1965 Parents-Atty. Napoleon A. Martelino Antonia Y. Martelino Language/Dialect Spoken-English, Tagalog, Ilonggo, Aklanon Interests-Sports, film and theatrical art, music, technology, culinary art, business and investment. REFERENCE Djaba Arquisola Chairman and CEO ImmigPinoy 1026 Cityland Shaw Tower Shaw Blvd, Mandaluyong City - - Virna Reyes Oliveros Human Resources Manager MRM Studios Pacific Star Building Sen. Gil Puyat Ave. cor. Makati Ave Makati City-