KAY BORRAS STA.ANA
EXPERIENCE
June 2015 – December 2019Account Lead - Caviar
OffSourcing, Inc.
Roles:
Working closely with the client and management ensuring smooth flow of the operations.
Develop internal policies and processes for a smoother organization.
Workforce Management tasks such as scheduling, show-rate, attrition rate, team members weekly and monthly performance, etc.
Monthly Business Review with clients, management, and the team.
Training and grooming of new batch of Team Supervisors.
Administrative tasks such as OT plotting, issuing of Incident Reports, budget requests, HR concerns, etc.
January 2015 – June 2015Research Associate – Research & Development Team (Internal)
OffSourcing, Inc.
Roles:
Working in close cooperation with the company’s VP of Sales & Marketing.
Lead generation.
Company and market research.
October 2014 – January 2015 Floor Manager – JustFab Emerging Business
OffSourcing, Inc.
Roles:
Managing 3 Lines of Business – chat and email support team for FabKids, Fabletics, and ShoeDazzle.
Daily touch-base with team leads and co-managers.
Monthly Business Review with Global Directors and clients.
Training and grooming of new batch of Team Supervisors.
Administrative tasks such as OT plotting, issuing of Incident Reports, budget requests, HR concerns, etc.
January 2014 – October 2014Team Supervisor – JustFab Emerging Business
OffSourcing, Inc.
Roles:
Handling 1 team for 2 Lines of Business.
Daily team huddles for updates and reminders.
Chat and email monitoring for Quality Assurance purposes.
Coaching sessions with each team member.
Administrative tasks such as OT plotting, issuing of Incident Reports, budget requests, HR concerns, etc.
August 2013 – December 2013Back Office Consultant – FabKids and Fabletics
OffSourcing, Inc.
Roles:
Pioneering team for JustFab’s Emerging Businesses – FabKids and Fabletics.
Providing of updates, feedback, concerns, and possible issues to team lead.
Chat and email support.
April 2013 – August 2013Back Office Consultant – JustFab
OffSourcing, Inc.
Roles:
Chat and email support.
April 2012 – December 2012Back Office Consultant – NetSpend
Sutherland Global Services
Roles:
ID Validation for account approval.
Call customers for promotions.
Receive supervisory calls.
Email support.
November 2011 – March 2012Customer Service Representative – NetSpend
Sutherland Global Services
Roles:
Answer tier 1 and escalation calls.
Receive supervisory calls.
May 2008 – October 2011Junior Executive Trainee – Audit Department
Philippine College of Technology
Roles:
Filing of documents.
Creating of vouchers for financial transactions.
Preparing the trial balance for the company’s accountant.
Encoding of receipt details.
Submit company documents to government agencies.
Submit employee documents to government agencies.
AWARDS AND RECOGNITION
2019 Tenure Award – 6 years
OffSourcing, Inc.
2018Tenure Award – 5 years
OffSourcing, Inc.
2017Executive Club Awardee
OffSourcing, Inc.
2016Executive Club Awardee
OffSourcing, Inc.
2015Executive Club Awardee
OffSourcing, Inc.
2014 Executive Club Awardee
OffSourcing, Inc.
2013Executive Club Awardee
OffSourcing, Inc.
EDUCATION
2008 – 2011Philippine College of Technology
Vocational Course in Hotel and Restaurant Management – College Level
2006 – 2007Philippine Women’s College of Davao
Bachelor of Science in Hotel and Restaurant Management
2002 – 2006Philippine Women’s College of Davao
High School Graduate
1996 – 2002Philippine Women’s College of Davao
Elementary Graduate
HARD SKILLS
MS Office (Very Experienced)
Computer Skills (Very Experienced)
Lead Prospecting (Experienced)
Customer Service (Experienced)
Data Entry (Experienced)
SOFT SKILLS
Communication (Very Experienced)
Critical Thinking (Very Experienced)
Decision Making (Very Experienced)
Problem-Solving (Very Experienced)
Teamwork (Very Experienced)
Management Skills (Experienced)
