Maria Theresa Q. Rodriguez

Maria Theresa Q. Rodriguez Customer Service Specialist / Operations Supervisor / Administrative Support  Manila, Philippines, 1106  - / - - A dynamic professional with 14 years’ experience in the BPO and Work from Home industries. With extensive experience in administrative support and operations management. Has demonstrated knowledge and skills in overseeing multiple projects simultaneously while assuring cost and time efficiency. Strong inclination toward client rapport building, particularly by guaranteeing and delivering satisfaction through excellent customer service, implementation of solutions and mass hiring recruitment set up. Has strong leadership skills and can work in a fast-paced high pressure environment while maintaining professionalism. Education Bachelor of Arts, Major in Communication Arts – 2002 University of Santo Tomas, Espana, Manila Higher School Diploma – 1998 University of Santo Tomas, Espana, Manila School Diploma – 1994 Dominican School Manila, Lacson St, Manila Core Strengths Human Resource Expertise – Recruitment Focus Excellent Interpersonal / Communication Skills Client Rapport Building Great command over reports, both preparation and analysis Detail-Oriented Quality and Standards Assurance Event Coordination Problem Solver & Solutions Implementation Strong Leadership Capability Social Media Expertise Administrative Support Email Management Project Management Professional Experiences Upwork: Wish.com Jun 2015 - May 2016 Email Support Specialist (Work from Home - Full Time) Wish.com is an online shopping place worldwide. Duties and Responsibilities: Address customers’ concern Handle emails concerning with customer inquiries, escalations, payment, refunds, etc. SecretOutsourcing Dec 2014 - May 2015 Executive Assistant / Virtual Assistant (Part Time) SecretOutsourcing is an Australian company who manages Virtual Assistants and small businesses in Australia. Duties and Responsibilities: Schedule client calls Video editing Create and supervise webinars Book travels Customer Support Administrative Transcribe Files Project Management Organizes and tracks client’s day to day schedule Gathers data online, analyze data and creates reports Provides personal and business support for clients Assist on client enquiries and concern Process orders, book shipment, maintain confidential records Manages SEO tasks Handles transcription of Audio files Follow up on debtors (Phone and Email) Create reports Organize files Manages CRM Capsule Virtual Co Worker, Australia Jul 2014 - Dec 2014 Human Resource Assistant (Work from Home - Part Time) Virtual Coworker is a Recruitment company based in Australia who taps BPO Professionals from the Philippines to work from home for companies in Australia, USA, Canada and UK. http://www.virtualcoworker.com.ph/ Duties and Responsibilities: Resume formatting General Administrative Tasks Managing Spreadsheets Data Entry Advanced research through Linked In for possible candidates Reports PowerPoint presentation Other Ad hoc tasks Half Price Staff, Australia Aug 2012 - Dec 2014 Human Resource Manager, Recruitment and Payroll, Virtual Assistant (Work from Home – Full Time) Half Price Staff is an Australian company. The owners have themselves operated their Australian based businesses remotely from Asia for the past 5 years. http://www.halfpricestaff.com/ Duties and Responsibilities: Payroll Cross check and validate payroll sheets against the company’s tracker Recruitment Search on candidates’ resumes through premium job site accounts Validate resumes Shortlist applicants based on skill set Send interview invites and follow ups Conduct initial interviews Manage client and staff contracts Manage client and staff relations Management Operation Handle escalations within the company may it be from the staff or client Give timely feedback, warnings and corresponding document Manage sanctions, performance evaluations, bonuses, incentives, increases Executive Assistant / Virtual Assistant Duties and Responsibilities: Schedule client calls Video editing Create and supervise webinars Book travels Customer Support Administrative Transcribe Files Project Management Organizes and tracks client’s day to day schedule Gathers data online, analyze data and creates reports Provides personal and business support for clients Assist on client enquiries and concern Process orders, book shipment, maintain confidential records Manages SEO tasks Handles transcription of Audio files Follow up on debtors (Phone and Email) Create reports Organize files Manages CRM Capsule EHB Business Process Outsource Corporation, USA Aug 2008 - Sept 2012 Human Resource Specialist / Senior Web Administrative Officer / Customer Service Specialist (Work from Home) EHB BPO aims to promote the value of Filipino professionalism in the global business landscape, offering various business process solutions for enterprises under a home-based work set up. http://www.ehbbpo.com/ Duties and Responsibilities: Interviewing clients Oversee macro operation Led and kept the operation running being the frontline senior admin customer service specialist Handle escalations and dissatisfied clients concern Handle writing service account which is the core account in the business Maintain revenue growth Conduct basic training for the new employees on a one on one basis Conduct interviews and screened applicants of different industries Receive on-going sales training further developing effective customer relationship management, interpersonal communication skills, and closing strategies Deliver excellent customer service and assist in the coordination of merchandising strategies for high volume sales TGK-ASIA Incorporated, Kapitolyo, Pasig City Apr 2008 - Aug 2008 Customer Service Specialist (Work from Home) TGK-Asia is a consulting firm that provides analysis and solutions in every area of the business – servicing small to large scale corporations. http://www.tgk-asia.com/ Duties and Responsibilities: Train and handle 10 accounts with different modules in 4 months’ time being a home based customer service specialist Handle inbound calls from 10 different accounts at the same time Navigate 10 different CRMs and handle those smoothly National Collection Organization (NCO) Feb 2008 - Apr 2008 ABS-CBN, Mother Ignacia, Quezon City Collections Agent NCO Group, Inc. based in Horsham, Pennsylvania, is a business process outsourcing company and collection agency that provides accounts receivable management, customer relationship management and back office solutions for its clients. https://www.ncogroup.com/ Duties and Responsibilities: Got licensed as a collector for CAPITAL ONE Credit Card and GE Recoveries Do outbound calls and collect payments or offer payment arrangements from debtors in the United States Exceeded quota in 2 months’ time with less supervision ePLDT Ventus - Parlance System Inc. May 2002 - Dec 2007 (Now known as SPI Global), Makati City Escalations Coach / Supervisor Sept 2007 - Dec 2007 SPi Global is the Philippines' business process outsourcing provider, with 30 offices and facilities around the world, including the USA, the Netherlands, the Philippines, India, Vietnam, and Australia. www.spi-global.com/ Duties and Responsibilities: Handle irate clients on the 3rd level degree and escalations in all aspects DishSmart Coach / Supervisor May 2006 - Sept 2007 Duties and Responsibilities: Handled account set up through inbound sales Became the top coach across all metrics in 2006 and 2007 handling 15 agents in one team Certificate / Travel Pod Coach / Supervisor Mar 2006 - May 2006 Duties and Responsibilities: Handle travel pod team (newbies/new hires) and pioneering team using a new module (DishSmart) and lead it to be on top for the 1st and 3rd quarter of 2007 Hone newbies from ground up. Check on their statistics, coach and guide them regularly by intense monitoring and by giving timely feedback so they could meet their set goals Customer Service Coach / Supervisor Sept 2005 - Mar 2006 Duties and Responsibilities: Assign to handle a veteran team right after promotion Took part in Human Resource Recruitment and participated in mass hiring Sort out resumes Screen applicants based on the company requirements Conduct end level/managerial interviews Inbound Certificate Specialist Jul 2005 - Sept 2005 Duties and Responsibilities: Handpicked based on personal QA scores and Average Handle Time to pioneer a Certificate team (Inbound Sales) and was promoted as Coach/Supervisor in 3 months’ time Customer Service Specialist May 2002 - Jul 2005 Duties and Responsibilities: Take Inbound Calls Process Orders Take and process payments Handle customer inquiries Handle objections with a one call resolution