Ma. Eda P. Tapalla
Mobile No.:-
Email Address:-
PERSONAL INFORMATION
Date of Birth: 03-March 1988
Nationality: Filipino
Availability: Immediate
Work Experience: 10 years +
COMPUTER SKILLS
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Microsoft Office power user (advance EXCEL proficiency)
ERP System
Adobe Photoshop
CRM System
LPMS System
Buildium
SUMMARY OF QUALIFICATIONS
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With excellent work experience as an Administrative Officer in Media, Aviation, Security & Customer Service
Manpower industry
4 years BPO/Telecommunications Industry
With 4 years excellent customer service experience in Aviation industry
Fluent in English (Written and oral)
EMPLOYMENT HISTORY
Aug 2020-January 2022
Senior Client Support Representative
Global Strategic
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Leasing Coordinator for one of our US Clients
Receives inquiries through Calls, Emails and Sms
Process and onboard new applications and owners
Incharge of the ledger and accounts of the tenants and owners
Check staff's daily attendance, create daily and weekly reports then send to the management
Member of the events team of the company
Interviews new applicants
Oct 2017-Oct 2018
Government Relations Business Support – G4S Secure Soutions
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Directs the preparation and maintenance of visa documentation related to new starters, leavers, transfers and
renewals.
Updating details in ERP System
Handling police, court and labor cases using Serengeti System
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Liaising with government departments in relation to licenses
Preparing PRO’s assignments
Manage the department’s financial accountabilities
Provide systematic filing system and keeping records to ensure that up-to-date information are available
Obtain all necessary documents and information for the preparation of substantial reports
Sending and Receiving emails and calls
Sept 2013 – July 2014, Nov 2015 – Oct 2017
Customer Service Representative – G4S Secure Solutions
Working for Dubai International Airport
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Provide the right level of information passengers are expecting to receive
Avoid obstructions in the APM areas to ensure smooth flow of passengers’ travel
Confirm passengers through boarding pass scanning
Communicate and update situations on the floor to higher management and other necessary departments
Clearly informing passengers to remove metals items before passing through security
Provide assistance to passengers with Lost Items using the LPMS System
Receive calls regarding flight updates and other necessary information needed
Provide the best airport experience to the passengers
Aug 2014 – Nov 2015
Standards and Planning Assistant – G4S Secure Solutions
Working with Standards and Planning Department of Dubai International Airport
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Responsible for nominating, coordinating, tracking and organizing Dubai Airports Staff Trainings
Prepare and compile New Joiner’s Orientation and Familiarization Plans
Safe keep confidential records and files
Transform raw data using advance excel functions and formulas into meaningful and impactful analysis
characterized by strong data governance, technique transparency and aggressive documentation and
communication including the following:
o Weekly and monthly Operation reports
o Company Hierarchy
Receiving and sending emails and calls
Dec 2012- Aug 2013
Technical Support Representative – Teletech
Client: Telstra Australia
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Answering all incoming calls
Verifying customer’s account using CRM System
Troubleshoot software issues of mobiles, computer and laptops, cable TV
Providing information to the customer related to their bills, billing cycles, account information
Solving customer’s issues first time in a fast paced and fair manner
Providing accurate information to customers
Generate and closing sales through upselling
Forward unsolved issues to the Escalation team
Provide the best customer satisfaction
Jan 2012 – Nov 2012
Customer Service Representative – Convergys
Client: Time Warner Cable New York
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Answering all incoming calls
Verifying customer’s account using CRM System
Troubleshoot software issues of mobiles, computer and laptops, cable TV
Providing information to the customer related to their bills, billing cycles, account information
Solving customer’s issues first time in a fast paced and fair manner
Providing accurate information to customers
Generate and closing sales through upselling
Forward unsolved issues to the Escalation team
Provide the best customer satisfaction
EDUCATION
University of St. La Salle – Bacolod City, Negros Occidental, Philippines (S.Y. 2006 – 2009)
Degree Earned: Bachelor of Arts in Mass Communication 2009
TRAININGS/CERTIFICATION
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Certificate in MS Excel (Intermediate) – Filipino Institute, Dubai UAE
Certificate in Secretarial/Office Management – Filipino Institute, Dubai UAE
First Aid Training (by: Belhasa) – Dubai International Airport
CHARACTER REFERENCE
Ara Patricia Cordova
Senior Client Support specialist
Global Strategic--
Pamela Pereira
Previous Manager
Currently working in Abu Dhabi International Airport
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