Joanna Ayla Aytona

JOANNA AYLA AYTONA- EDUCATION -Zone 6, Anislag, Daraga, Albay https://www.linkedin.com/in/ayla-a-/ Bachelor of Arts Major in English Bicol University College of Arts and Sciences Methods of Teaching CAREER SUMMARY Ateneo de Naga University For almost two years, have led a team to ensure that all required tasks are met within the service level agreement without compromising quality and accuracy. Have given more focus in analyzing the root cause of the issues thereby contributing to the continuous improvement of the processes. Currently looking for work to gain experience and skills on online jobs. PROFESSIONAL BACKGROND Assistant Manager Genpact Philippines SKILLS Nov 2020 – May 2021 Customer Service Skills     Effectively communicate with customers and vendors through phone, chat and e-mail to resolve issues. Specifically handled:  Travel account – customers’ issues on their flight, hotel, car, attraction and services reservations  Healthcare account – accounts payable issues of pharmaceutical vendors  Financial account – credit card application Ensures that knowledge on processes and products are updated to efficiently resolve issues Monitors the progress on the resolution of the issues and ensures customers are updated. Has developed the ability to multi-task and work under pressure as some tasks were financially critical and time-pressured. Continuous Process Improvement Contributor    Led a project of encouraging vendors to switch their mode of payment to EFT/ACH so we can pay them in a faster and secure way. This project has contributed to the company’s dollar savings as well as lessened fraud issues. Resolved a consistent payment failure issue of a vendor. Resolution led to eliminating manual tasks of several teams and lessened the company’s expenses. Major contributor to improve standard operating procedures of the team. With wide knowledge on the team and other teams’ processes, process recommendations and suggestions were acknowledged and valued. Advisor/Team Lead Cardinal Health Intl Phils. July 2019 – Nov 2020 Senior Analyst for Vendor Maintenance Cardinal Health Intl Phils. Feb 2017 to July 2019 Conduent Feb 2015 to Feb 2017 Senior Analyst for Supplier Relations Conduent May 2013 to Feb 2015 Customer Service Representative Aegis People Support / Teleperformance Feb 2009 to April 2013 Financial Representative West Corporation Leadership Skills      July 2006 to Feb 2009 As a team leader, managed the team’s daily tasks to ensure the deliverables are met. This includes delegating tasks as fair as possible. Subject matter expert. Go-to-person of the team, other teams, and the management for inquiries related to the team’s processes and inquiries related to processes of the team I have been previously involved with. Reviews the team’s completed tasks to ensure quality and accuracy are maintained. Handles meetings with the team, other teams, leaders and vendors to discuss and resolve issues. Creates team’s report as required by the management/leaders. and leaders Training Assistant SM Corporation March 2005 to May 2005 Document Analyst Content Online Services June 2001 to Nov 2004