8-C Dayton Tower 3
California Garden Square
Libertad St., Mandaluyong
City 1553
Phone:-
Mobile:-
E-mail:-Skype ID: qpid1029
MARIA KATRINA RIBARGOSO KAWARAI
Value Statement: I am a hardworking person and I take my work seriously. I perform
the tasks given to me to the best of my abilities, and make sure that these tasks are
delivered with precision and accuracy.
Summary of Qualifications:
I have handled customer service in both verbal and written communication. I have also
handled administrative support working for different industries such as law firm, travel
agency, care home and fitness center. My core competency lies in administrative
matters including but not limited to, research, email handling, managing calendars,
composing documents and organizing office work for efficiency.
Work experience
April 1, 2013 – Present
MyOutdesk (home based)
General Admin Virtual Assistant
I work for a Real Estate company in Washington:
My primary tasks are as follows:
Document Preparation- Prepare listing documents
Listing to Market – posts new listings on different websites
Update/Close Out Listings – update current listings for new price,
pending or under contract; close out sold listings - on the websites
Database Entry – Adding/Updating contacts and information in
Infusionsoft and BoomTown
Transaction Coordination
Other administrative tasks as required
Previous Tasks:
Create/Update Master Out of State (OOS) Partners Rosters
Sourcing Out of State Potential Partners
New Clients/Properties
- Assignment of new clients
Assignment of OOS Partners
- Distribute Referral Agreement Package to assigned OOS
Partner
- Provide new clients information to set up meeting with new
client
Send Intro Email and Team Structure
Send Welcome Aboard video and documents to all new clients
Sorting ang saving all initial documents
Supervision and delegation of office email: Forwarded
messages/emails to assigned team member; answered inquiries
Initiated files with lenders
Document collection: Collected required documentation from sellers
and buyers
Lender Status Calls- Called Lenders to confirm all documents are
received and gather general status updates
Document Management- Label and File documents in Dropbox.
New Lead Research- Prepare new lead file by performing general
research, including pulling copies of deed, deeds of trust, etc.
Database/ Short Sale Commander Management: Set up new files
in Short Sale Commander, apply task lists, upload offers, etc.
Complete equator.com tasks and monitor for requests and updates.
July19, 2011 – December 31, 2012
Discovery Reports Group (home based)
Country Analyst
My primary responsibility is to schedule interviews and meetings
with high executives abroad and negotiate with these highlevel
executives. I also conduct research & analysis on Fortune 500
companies and small to medium sized enterprises and perform lead
generation.
September 27, 2004 – February 14, 2011
Aegis PeopleSupport, Makati City
August 16, 2009 – February 14, 2011
QA Specialist
As a QA Specialist, in general, I was responsible for
handling transaction monitoring of agents and supervisors
handling live calls; grading calls monitored using the
approved grading system established by the client; and
providing feedback designed to improve quality of the call
with the aim of enhancing the customer’s experience and
satisfaction. At times, I also give QA talk to new hires prior
to them going live on the operations floor. I was also
responsible for meeting outlined productions goals and
targets. Other accountabilities include, for transaction
monitoring, providing side-by-side or remote monitoring
sessions; manage time and assignments to ensure trending
poor performers get additional assistance; ensure delivery of
constructive feedback to agents within 48 hours of the
evaluation; take appropriate action regarding deficiency
trends of virtual teams and individual agents like developing
individual agent action plans, communicating trends to QA
and Operations Supervisors, providing recommendations,
etc.; maintain calibration certification(calibrated with other
evaluators). For training assistance and support, participate
in supporting the training department by training new hires
and existing staff in QA processes and customer service
skills, nesting with new trainees, and provide timely
feedback to QA Supervisor and assigned trainer on new
trainee performance. Administrative tasks include,
maintaining knowledge and adherence to quality policies
and procedures to meet internal and external expectations
and standards; ensure QA database is maintained; provide
QA Supervisor with a status report on accomplished number
of transaction monitoring sessions for the week; participates
in client meetings, conference calls and visits as
appropriate; attend internal joint call monitoring sessions
and calibration sessions, as required; perform data
collection and analysis of assigned teams as required; assist
in identifying resource needs, as applicable; review virtual
teams KPI performance and provide recommendations for
improvement. Management support include, taking
customer calls as required and participates in special
projects assigned by the QA Supervisor.
May 25, 2009 – August 15, 2009
QA Specialist –OIC
As an OIC, I do the work of a QA Specialist prior to
regularization.
January 1, 2009 – May 24, 2009
E-mail Agent
April 19, 2008 – December 31, 2008
Email Team Supervisor – OIC
As an Email Team Supervisor OIC, I assume the position of
a Team Supervisor prior to regularization. I was responsible
for organizing and directing the daily activities on the
operations floor like email queues and issues; manage, train
and guide my direct reports or agents to execute their tasks
appropriately and accurately; monitor agents’ performance
and analyze reports as well as other administrative work.
August 16, 2005 – April 18, 2008
E-mail Agent
As an Email Agent, I still handle customer service issues by
providing appropriate and accurate responses through email
queries.
September 27, 2004 – August 15, 2005
E-rep
As an E-rep, I handle inbound customer service support. I
was responsible for providing comprehensive and quality
customer care at all times by providing the appropriate and
accurate responses to customer queries; apply technical
knowledge and procedures when servicing customer issues.
March 2003 – June 2003
Law Office of Dennis Olsen, Everett, WA
Administrative Assistant
My primary responsibility was to answer the telephone and transfer
to the appropriate staff; meet and greet clients and visitors; perform
general clerical duties to include but not limited to: photocopying,
faxing, mailing, and filing; setup and coordinate meetings and
conferences.
May 2002 – September 2002
Kern Care Homes, San Jose, CA
Assistant Administrator
My main role is to provide administrative support to the company’s
administrator. Basically I was responsible for assisting in the day-to-day
operations of the facility in accordance with policies and procedures,
current federal, state, and local standards, guidelines, and regulations
that govern long-term care facilities. In addition, I was responsible for
developing and maintaining employee relations, ensuring the
coordination of the delivery of quality care and services and achieving
business development goals and results.
February 2002 – May 2002
Curves Fitness Center, Everett, WA
In-house Sales Representative/Receptionist
Provide members, potential members and guests with a positive
experience every time. My primary duty is to interact with the
clients, work out their payment and any other important details – as
well as assist customers who may need it. I was also responsible
for greeting them and informing clients of any current promotions or
interesting offers that may be of benefit to them.
September 1995 – March 1996
World Travel Specialist, Los Angeles, CA
Clerk
My main role is to perform general clerical duties such as
answering the phone, taking and distributing messages, handling
inquiries and incoming work requests, checking and distributing
documents and correspondence, etc.
Trainings/Seminars
attended
Professional Development Training Classes
Time and Performance Management
Behavioral interviewing Workshop
Annual Appraisal Competencies Seminar
Introduction to Six Sigma
Education
Awards received
Personal Background
1988 – 1992 College
De La Salle University
Manila
Bachelor of Arts Major in Behavioral Science Minor in
Psychology
1984 – 1988
Makati
High School
Assumption College
1977 – 1984
Pasig
Elementary
St. Paul College of Pasig
Dean’s List
De La Salle University
1990
Best in History
Assumption College
1987
BIRTHDAY: January 14, 1971
BIRTH PLACE: Manila
RELIGION: Roman Catholic
CIVIL STATUS: Single
FATHER: Takafusa Kawarai (+)
MOTHER: Elizaida R. Kawarai (+)
CHILDREN: Katriel Alyssa Marie K. Tomacruz
Joaquin Gabriel K. Tomacruz
HOBBIES/INTERESTS: Cooking/Baking, Singing
LANGUAGES SPOKEN: English and Filipino
MACHINES OPERATED: Telephone, Facsimile, Copier machine,
Computer
COMPUTER KNOWLEDGE: MS Word, MS Access, MS Excel,
Database, Lotus 123
References
Available upon request.
