Joan

 Address Makati City Philippines  Contact Nos-  E-mail Address-SKILLS AND COMPETENCIES        Proficient in Microsoft Office applications (Word, Excel, Outlook & Power Point) SALESFORCE (CRM), WordPress, LiveChat, UNIX, LINUX, LOTUS NOTES, CITRIX, BPM, ORACLE etc. Excellent in analytical and investigation skills Excellent communication skills Exceptional interpersonal skills Highly organized and systematic Exceptional multi-tasking skills PROFESSIONAL EXPERIENCE  Onboarding Assistant. Feb 2016 – present. Helpflow        Prepares FAQ's and documents needed for creating the knowledge base used to answer chats on client’s website. Kicks off onboarding process by being the point of contact of new customers Sets up internal systems before new customers go live (systems are LiveChat, Google Analytics, Google Tag Manager, Wordpress etc.) Sets up order and shipping status access (Shopify, Woocommerce, BigCommerce, Magento, Oberlo, etc) Prepares customer satisfaction videos and meeting agendas. Prepares and Launches Chat services for new clients. Chat Agent. October 2015 – present. Helpflow        Develop micro-relationship with customers via Live Chat interface. Make use of the different systems (Wordpress, myShopify, Infusionsoft, Bigcommerce etc) in searching for pending orders, products and answers to visitors query. Offers constructive solution and assistance to website visitors of more or less 150 websites. Obtains sales, service and support leads. Perform functions such as data entry, data management and data retrieval. Uses decision-making skills in responding for customers. Suggests, promotes and guides customers on filing complaints, refunds, and replacements.  Aviation Customer Advocate – Billing Associate. October 2011 – October 2015. Chevron Holdings Inc.             Critical primary point of contact for US and non-US Commercial airlines and General Aviation Fixed Based Operator (FBO) customers, Terminal managers, airport agents, carriers, exchange partners, pipeline companies, tax, credit and or accounting groups. Accepts immediate ownership of inquiries and disputes and assumes advocacy role in resolving issues, which may include issues on fuel deliveries, invoices, pricing, credit and tax, among others. Accountable for timely resolution within service level agreements and compliance parameters. Receives customer inquiries or disputes through phone calls or e-mail and logs them in a case management system (Salesforce.com). Researches, investigates, obtains necessary documentation such as Bill of Lading, Delivery tickets, Driver’s Manifests and responds to inquiries or help resolve issues or disputes. Escalates the inquiries or issues to other groups such as Tax, Credit and Accounting as needed and coordinates closely with airport agents, terminals and carriers to resolve issues or disputes. Process Credit & Rebills (C&R) in SAP as a result of research and investigation Updates case management system, monitors status of issues and cases and ensures these inquiries or disputes are resolved in an appropriate and on a timely basis. Coordinates with various teams or groups such as business partners in the Chevron Global Aviation team, airport agents, fixed based operators and other third parties as applicable to perform tasks and or resolve issues. Runs Business Warehouse (BW)/Business Intelligence (BI) reports to obtain customers’ purchased volumes that will become basis of manual invoices. Creates manual invoices in SAP. These are debit and credit memos to account for hookup fees, flat fees, rebates, loans, freight and demurrage. Notifies concerned stakeholders and other parties of these transactions. Partners with North America Aviation business partners and other regions (Latin America, London, Dubai, Singapore) Aviation groups to recommend, develop and implement new or improved processes for handling customer inquiries and disputes. Responsible to report-out trends, resolution updates, or process improvements to Aviation Support Team Leader. Responsible to escalate other customer issues and share customer feedback to appropriate US-based counterparts and Aviation contacts. Sought out as a key resource and subject matter expert by others within parts of the Chevron organization for handling Aviation related customer inquiries and disputes. Participates in highly varied training classes on customer inquiries, disputes and other related Aviation business processes. Prepares and presents to peers and management, as subject matter experts (SME) in an informational forum. Improves knowledge and understanding of customer inquiries, disputes and other related Aviation business processes. Identifies, documents and shares best practices between immediate colleagues regarding operational efficiencies, process improvements, and continually works to maintain and improve customer service level to Aviation customers. Participates with fellow MDSC Aviation colleagues and Aviation Support Team Leader to achieve efficiency goals, team objectives and overall MDSC business goals and objectives.  Global HR Specialist. May 2011 – October 2011. Logica Philippines.                Point of escalation for assigned HR Process Exceptional Oracle skills. Exceptional BPM skills. Deliver HR Services on the assigned HR Process to multiple countries as defined in the Service Level Agreement (SLA) Providing written references required for documentation activities Providing overall assistance and research support to HR and Finance teams on benefit policies, programs, and procedures Solid problem-solving and business acumen skills Knowledgeable in HR Administration practices and HR related legislation and reporting requirements for over 36 countries worldwide Maintains Desktop Instructions for all countries within the scope of Logica. Acts as the team’s Senior representative in the event that the team leader is unavailable. In charge of the team’s day to day activities and assignments through BPM (Metastorm). Communicating with other departments, employees, applicants, administrators, and staff to provide information and assistance regarding recruitment, transfers, employment, resignation and personnel records and legislation Maintaining confidential personnel actions, legal actions, termination and nonrenewal documents, and organizational plans. Provided Oracle Testing and reports for each process and country during the SAP – Oracle migration 2011 Product Operations Admin. October 2009 – May 2011. Thomson Reuters/Omgeo.        Provides quality handling of internal and external customer requests received via Customer Relationship Management queues and Web form input related to access control to Omgeo's services with a high degree of client satisfaction and technical expertise Ensures adherence to established processes and procedures and the timely and accurate completion of all tasks required to create, maintain or delete client and user profiles for all Omgeo’s services Responsible for the configuration of trade lifecycle management products servicing Omgeo’s broker, investment manager and custodian bank clients; maintains Omgeo’s host per product utilizing UNIX, Lotus Notes and Linux command-based tools Provides process consulting expertise to project managers in choosing correct workflows for the implementation of new clients and migration of existing clients from one product to another Builds strong client relationships through setting and managing reasonable expectations Resolves client issues escalated to the Product Operations team; recognizes high priority situations and escalates as necessary to the Product Development team Responsible for granting internal clients access to external clients’ testing environments during User Acceptance Testing and Implementation stages for     Customer Service Representative. March 2008 to October 2009. EXL Service.      Provided customer service for Conseco Life Insurance Resolved queries from Conseco clients regarding death benefits and perks. Promoted to Tier 2 – CIUL and Tier 1 clients – LifeTrend inbound callsProviding support and service to Conseco’s highest paying clients that requires special treatment. Was able to hit above average performance rating and exceed metric goals especially on AHT. Customer Service Representative. April 2006 to March 2008. Teletech Customer Care Management       all Omgeo products while adhering to security standards set by a third party auditing entity Analyzes and identifies disconnects in processes and raises points for improvement and validation Maintains active participation in special projects initiated by other departments such as the large securities database cleanup project by the Compliance team in 2010 Recipient of Omgeo Applause Gold Award, January 2010 Provided customer service for Blue Shield of California (Medical) Resolved queries from Doctors, Nurses and hospital concerns regarding patient’s eligibility and benefits. Promoted to Tier 2 – Claims Was able to hit above average performance rating and exceed metric goals Consistently on the top 10 performers of the whole account. Customer Service Representative. August 2005 to December 2005. Advanced Contact Solutions     Provided customer service for US Airways – Airline booking and reissues. Resolved clients concerns regarding flight tickets, airline directions, safety and special concerns etc. Was able to attend additional training for promotion to a diff. tier level Promoted to Tier 2 – Reissues - Resolved clients concerns regarding reissue of flight tickets, changes on flight schedule, seats and class. EDUCATION  Graduate of BS Food Technology. Philippine Women’s University SY- . References available upon request.