Mari Ann Salazar

MARI ANN SALAZAR Location- Cainta Rizal 1900 Philippines · Phone- --· LINKEDIN: https://bit.ly/33DDFAf · WATSAPP: Mari Ann Salazar A Freelance virtual assistant is looking for an opportunity to provide back -end support to a fast- growing organization and help achieve its short- and long-term goals. Before turning freelance in 2020, candidate brings with her more than 10 years of office experience in a global electronics company in Dubai, U.A.E., working as regional customer service trainer before moving to Singapore in June of 2015 to help grow business of a local BPO company. As senior manager for a local company in Singapore, the role was focused on achieving revenue growth by meeting and exceeding company KPI and grow its clientele. The job scope includes maintaining and exceeding existing productivity and quality targets, optimizing operational expenses, ensure uninterrupted call center operations by managing people, processes & technology. The work also includes identifying new business opportunities and servicing existing clients. Notable milestones are (1) secured small and large contracts (2) helped company obtain its first quality certification (ISO 1900: 2015). Now working remotely as a freelancer and its most recent project is for a US-based company in Delaware, responding to US Federal Contract bids (RFQs, RFP, ITBs etc.) on medical supplies & Covid-19 PPE. EXPERIENCE JUNE 15, 2020 – TO PRESENT BIDS SPECIALIST, HEALTHY SCHOOL SUPPLY LLC 2093A PHILADELPHIA PIKE SUITE 148, CLAYMONT DELAWARE 19703 USA Prepare Proposals - Oversees all aspects of proposal preparation, ensuring quality, and submission in a timely manner. Review all customer requirements to ensure that they are met in the proposal and collaborate with a wide variety of involved parties to include all necessary information within the proposals. Manage Databases – Search and qualify government bid opportunities (RFP, RFQ, ITB in all 50 USA states. Manage outgoing proposal responses using google sheet database. Maintain and update this database regularly. Collaborate with Stakeholders – Liaise with vendor partners & graphic designer on information needed to prepare/update catalogs/ brochures and ultimately secure deals. Examples- inventory, delivery lead time, pricing, drawings, material data sheets, certifications etc. MILESTONE – SECURED 3 PUBLIC-SCHOOL DISTRICT CONTRACTS IN A SPAN OF 3 MONTHS. JUNE 15, 2015 – TO MARCH 31, 2020 SENIOR OPERATIONS MANAGER, ANTASIS PTE LTD BLK 162 BUKIT MERAH CENTRAL #06-3545, SINGAPORE 150162 Business Development - Help grow sales & develop business opportunities by responding to RFPs & RFQs. Company Profit & Loss Monitoring - ensure company revenue growth by meeting and exceeding quality targets set by clients, drive for customer retention while bringing down operational cost. Workforce management - plan for adequate staffing based on project specification i.e. business hours of the campaign, transaction volume trends and optimum processing time of the transaction Manage human resources- recruitment of right people, training and development, wages, salaries, rewards and recognition program, Staff performance evaluation Manage Work Processes- Monitor work processes & check factors impacting service level and quality in respective contact center campaigns, identify gaps, solve problems, and initiate continuous improvements Set-up and on-board new campaignsstarting with the customer requirements, identifying the optimum number of staffs based on call volume, hiring, training, and onboarding of agents. Client Servicing -Conduct performance reviews, address escalations; close service gaps; identify new requirements and develop new leads from existing clients. MILESTONE –LED THE SUCCESSFUL ‘QUALITY AND SAFETY’ CERTIFICATION OF THE COMPANY BY LEADING THE PREPARATION AND ASSESSMENT INTERVIEW FOR CERTIFICATION, PASSING ALL AUDITS OF ISO 9001: 2015. COMPANY GOT CERTIFIED LAST NOV. 2019. NOVEMBER 2010 – JUNE 2015 TEAM LEAD, CONVERGYS PASIG METRO MANILA, PHILIPPINES Manage workplace discipline - alert call center specialists of their behavior and actions that inhibit performance and productivity. Manage Work Processes- Monitor work processes & check factors impacting service level and quality. 2 SEPTEMBER 1997 – FEBRUARY 2010 ASSISTANT MANAGER, SONY GULF MIDDLE EAST & AFRICA JEBEL ALI FREE ZONE AUTHORITY, DUBAI U.A.E. Customer Service Training - Oversee customer service activities of authorized dealers, ensuring their own company values and SONY’s mission and vision are aligned trough customer service and leadership workshops MILESTONE- SUCCESSFULLY ROLLED OUT SONY CUSTOMER CARE TRAINING IN LEBANON, PAKISTAN, EGYPT, IRAN, JORDAN AND QATAR FROM YEAR 2004 TO 2010, TARGETING DEPARTMENT HEADS AND SHOWROOM AND SERVICE CENTER RECEPTIONISTS EDUCATION MARCH 1992 BS CHEMISTRY, UNIVERSITY OF SANTO TOMAS MARCH 1982 HIGHSCHOOL, ST. PAUL COLLEGE OF PASIG SKILLS Industry: Medical Supply Chain • • • Industry: Business Process Outsourcing (BPO) • Operations management (People/Process/ Technology) • Contact Centre Analytics • Customer Service Training • Quality Assurance Audit • Sales & Business Development Bids/Contracts Management Skills Time Management Skills Acrobat DC Editing Software Skills ACTIVITIES Dragon Boat Paddling, Rock Climbing, Trekking, Cooking & Baking 3