MARIA CARISSE UMALI
CUSTOMER RELATIONS, HR, ADMIN & EXECUTIVE ASSISTANT
Metro Manila, Philippines
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www.linkedin.com/in/mariaumali
PROFILE SUMMARY
With almost 10 years of comprehensive experience in administrative & operations assistance, customer
support, HR, and recruitment, I have consistently surpassed industry standards by delivering premier customer
service, initiating innovative business process improvement methodologies, and executing cutting-edge
sourcing strategies. My unparalleled ability to exceed customer expectations, successfully identify top-tier
candidates, and significantly boost customer retention distinguishes me from the competition.
PROFESSIONAL SKILL
Process Improvement
Recruitment & Selection
Training & Development
Travel & Event Planning
Team Management
Problem-Solving
Organizational Skills
Customer Support
WORK EXPERIENCE
EXECUTIVE & OPERATIONS ASSISTANT
Viva | Toronto, ON Canada (Remote)
Jul 2023 - present
Recently held the role of ExecOps Assistant for the EMEA General Manager at Notion, reflecting an adaptive
mindset and expertise in managing executive support within a vibrant and evolving environment.
Spearheaded superior administrative support to top-tier executives, optimizing operations and efficiency within
a high-velocity setting.
Orchestrated logistical aspects for high-profile meetings, extensive travel, and significant events, showcasing
exceptional organization acumen and meticulous attention to detail.
Supervised critical operational processes, including comprehensive budget oversight, sophisticated report
generation, and strategic resource allocation, playing a key role in the triumphant execution of far-reaching
initiatives.
TALENT RECRUITMENT SPECIALIST
Ready.dev | Denver, CO USA (Remote)
Jun 2022 - Jul 2023
Amplified the overall candidate pool by 30%, utilizing a global approach to screen developers and engineers for
essential soft skills, English proficiency, and platform suitability.
Streamlined the candidate vetting process, ensuring top-tier communication and a seamless experience for all
candidates.
Spearheaded candidate evaluation, collaborated with cross-functional teams, and made key hiring decisions,
while managing candidate databases and tracking progress meticulously.
ASSISTANT GUEST SERVICES TEAM LEAD / EXECUTIVE & RECRUITMENT SPECIALIST
Jan 2021 - Sep 2022
California Sun | Rocklin, CA USA (Remote)
Delivered superior guest services for all stakeholders, resolved issues across various channels, and implemented
customer retention strategies to enhance satisfaction.
Led team recruitment, conducted support training, and carried out sales auditing to improve performance.
Provided comprehensive administrative support as an executive assistant to the GS Operations Director.
EXECUTIVE ASSISTANT / SR. BUSINESS SERVICE ASSOCIATE
Homeaglow, Inc, San Francisco, CA USA (Remote)
Sep 2018 - Dec 2020
Delivered top-tier customer service for 7 cleaning brands, resolving intricate inquiries swiftly, contributing to
substantial customer satisfaction growth. Implemented retention strategies, leading to a significant boost in
customer loyalty and repeat business.
Thrived in a supervisory role, managing escalated calls and mentoring a team of representatives, driving a notable
increase in call resolution rates and customer satisfaction scores.
Leveraged data analysis to pinpoint product enhancement opportunities, sparking innovative solutions that boosted
product performance and customer satisfaction. Simultaneously, served as an executive assistant to the COO and
Co-founder, efficiently managing high-volume communications, meeting schedules, and travel logistics.
BUSINESS DEBIT CARD CONSULTANT
PayPal Holdings, Inc | Eperformax BPO PH
Mar 2017 - Aug 2018
Provided exemplary customer service and technical support to business clients, assisting them with their PayPal
Debit Card.
Demonstrated exceptional problem-solving skills, resolving inquiries and technical issues promptly and effectively.
Maintained a high level of customer satisfaction through attentive and personalized support, ensuring a seamless
experience with the PayPal Debit Card.
TRAVEL CONSULTANT
Upside Travel | Eperformax BPO PH
Sep 2016 - Mar 2017
Assisted business travelers in booking their travel packages online, leveraging expertise in using the GDS Sabre tool
to provide efficient and seamless travel services.
Played a key role in improving account performance by creating an online newsletter that enhanced communication
and knowledge sharing among navigators/travel consultants.
Contributed to boosting employee morale by actively participating in Program Engagement Activities aimed at
fostering a positive and motivating work
Jun 2015 - May 2020
OPERATIONS DIRECTOR / CO-OWNER
Cyberpoint | Mandaluyong PH
Spearheaded the expansion of a start-up computer shop into a thriving business with two branches in just two
years, driving a 150% increase in annual revenue.
Implemented innovative operational processes and marketing strategies that led to a 30% reduction in inventory
costs, a 15% increase in profit margin, and a customer base growth to over 1000 within the first year.
Devised and introduced comprehensive employee training programs and performance incentives, resulting in a 20%
boost in customer satisfaction and a 25% increase in repeat patronage.
EVENTS ACCOUNT MANAGER
Verafede, Inc | Mandaluyong PH
Jul 2013 - Mar 2015
Excelled in managing below-the-line events for global corporations, leveraging my advanced proficiency in event
planning and execution to create experiences that made a significant impact.
Oversaw account operations with precision, ensuring seamless coordination and superlative execution of projects
to not only meet but surpass client objectives.
Attained noteworthy milestones, such as spearheading the highly successful Friso 4 Alaska Milk Preschool Program,
which expanded to over 50 forward-thinking schools, and playing a crucial role in the Nestle Fitness program
continuously since 2012.
ACTIVITIES COORDINATOR
Nickelodeon Suites Hotel | Orlando, FL USA
Feb 2014 - Jul 2014
Assisted in coordinating and facilitating a wide range of recreational activities available at the resort, ensuring an
enjoyable experience for guests.
Demonstrated exceptional cash handling skills, ensuring accuracy and accountability in all transactions.
Achieved a reputation for providing exemplary guest service, going above and beyond to meet and exceed guest
expectations.
EDUCATION
BS Business Management Major in Tourism Management
Global City Innovative College
President, School of Tourism -)
Student Council Representative -)
VP, League of Tourism Students of the Philippines -)
Public Relations Office, Global Press Corps -)
