Maricris Cadalina

Maricris Cadalina - Zoho Developer & Administrator | Executive Assistant | Project & Database Management | Sales & Marketing A results-driven professional with 16 years of experience across administration and project management, specializing in Zoho CRM development, automation, and process optimization. My expertise, built over 5+ years as a Zoho Administrator and 3+ years as a Zoho Developer, encompasses CRM customization, Deluge scripting, and advanced integrations via REST API or third-party tools. I am adept at sales automation and team coordination, committed to ensuring seamless workflows, efficient scheduling, and smooth inter-team communication to help businesses stay organized and productive. E-Mail:-Home: Kidapawan City, 9400, Philippines Linkedin: https://www.linkedin.com/in/maricris-cadalina8057b0a7/ Work Experience Home-based Job Experience • Upwork: https://www.upwork.com/freelancers/~01e522 1b362de85342?mp_source=share ▪ ▪ ▪ ▪ ▪ ▪ OnlineJobs.PH: https://www.onlinejobs.ph/jobseekers/info/304 503 Skills Highlights • • • • • • • • • • • Proficient in utilizing Microsoft Applications such as MS Excel, Word, PowerPoint, and Outlook. Effectively using the Zoho One suite, including CRM, Forms, Campaigns, Creator, Analytics, Writer, Zohomail, Bookings, SalesIQ, Flow, Projects , etc. Team Management Adept in Recruitment process. Manage travel booking, accommodation, calendar, and executive meetings. Strong attention to detail, excellent organizational skills, and high efficiency. Skilled in time management, task prioritization, and consistently meeting deadlines. Work with high standards of integrity, trustworthiness, and reliability. Quick to grasp technological concepts and eager to learn new skills. Extensive experience in managing financial/credit card accounts and handling debt collections. Fluent in both written and verbal communication in English. Languages English – C2 Filipino – C2 360RTO Solution – 01/2025 to Present as Zoho Support and Systems Enhancement • AKYLADE – 10/2024 to Present - Business Systems Orchestrator & Operations Strategist ▪ ▪ ▪ ▪ ▪ ▪ • Customize and configure Zoho CRM to align with business needs. Develop and implement workflow automations to streamline processes. Write and optimize Deluge scripts for advanced functionality. Troubleshoot and resolve system issues, ensuring smooth operations. Collaborate with teams to identify and implement CRM enhancements. Integrate Zoho applications and enhancements. Oversee the implementation and maintenance of Zoho One and its associated programs, including Zoho CRM (creating workflows, Deluge scripts, custom modules, custom layouts, & integrations), as well as other business systems. Develop strategies to improve workforce management and operational workflows. Provide executive-level assistance, ensuring efficient communication and task prioritization. Collaborate with team leads to align system functionality with business needs. Monitor and manage system performance, identifying opportunities for improvements. Perform other duties as assigned by AKYLADE’s executive team. Generation Success – 03/2024 to 01/2025 – Sales & Partnership System Admin/Executive Assistant ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Be the main point of contact for managing customer accounts. Streamline sales processes by developing and automating system workflows. Keep the CRM system and sales tools up to date. Help create and close agreements to boost profits. Maintain good relationships with key accounts and stakeholders. Ensure our solutions meet customer needs on time. Update internal teams on monthly/quarterly progress. Grow business with existing clients and hit sales targets. Assist in sales reporting and tracking key metrics. Schedule client meetings and report on account status. Work with the sales team to find new opportunities. Handle tough client requests or problems. Work Experience Home-based Job Experienced • Signet Institute of Australia – 11/2023 to Present as Zoho Developer ▪ • Integria Virtual Staffing – 02/2023 to 08/2023 as System Administrator/Workforce Manager ▪ ▪ ▪ ▪ ▪ • As Zoho Developer I build and customize Zoho applications such as zoho CRM and others to meet organizational needs. I am creating workflows, automations, and custom modules. I integrate various apps both within Zoho and from outside sources into Zoho CRM. I update and edit page layouts, troubleshoot issues, and create dashboards. As Zoho Administrator I am creating workflows, automations, and custom modules. I integrate various apps both within Zoho and from outside sources into Zoho CRM. I update and edit page layouts, troubleshoot issues, manage CRM data, import new data, create dashboards, and customize the Zoho CRM homepage. This also includes generating CRM reports and analytics. Administer and maintain zoho applications including CRM, Mail, Recruit, Analytics, Campaigns, Forms, Bookings, Desk, SalesIQ, Cliq, Projects, Connect, Learn, People, Work Drive, Books, and Flow. Lark Administrator (CRM, attendance app, creating dashboard, monitoring all staff on attendance (workforce), presenting Lark system to Client as their new CRM, creating worklfows/automations, troubleshooting, etc.) As Workforce manager I oversee staff performance and operational efficiency using Lark and Time Doctor. I handle project management duties using Asana to keep projects organized and on track. Johnathan Thurston Academy – 07/2020 to 12/2022 as General Virtual Assistant/Zoho Administrator ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ • Managing executive’s calendars and make travel arrangements. Zoho CRM administrator (creating workflow, updating/editing page layout, troubleshooting, managing the CRM data, importing data, etc.) I have expertise in various components of Zoho One, including CRM, Forms, Analytics, Blueprint, Campaigns, Mail, Recruit, Cliq, Workdrive, Learn, Sales Inbox, Show, and Flow. Team Coordinator - assisting Operations Manager to ensure all team members’ tasks meet the deadlines. As a Recruitment Coordinator, I engage in the process of conducting interviews and composing job descriptions, utilizing platforms such as Upwork. Managing Shopify like updating stock levels, handling refund procedures, and enhancing product descriptions. Maintaining up-to-date business reports, analytics, and team reports. Database Management Provide general administrative support. Act as the point of contact among executives and offshore employees. Perform other ad hoc tasks. Axiom International – 08/2017 – 11/2019 – Virtual Executive Assistant ▪ Managing the teams located remotely. ▪ Research, scraping data, lead generation and adding new information to CRM (Goldmine & Zoho) ▪ Updating web stats (charts, graphs and KPI’s) in spreadsheets in Google analytics and Microsoft Access. ▪ Assisting sales representative by setting an appointment (outbound calls) and sending emails (customer service). ▪ Preparing and writing promotional bulk e-mail and send them to customers. ▪ Customizing Landing Pages using Instapage. Work Experience Home-based Job Experience StudySoup – 05/2017 – 08/2017 – Administrative Assistant • ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Data Mining Research Add notes and relevant information to the CRM Other Data Entry Tasks Material Quality/Legitimacy Check. Perform other administrative and accounting tasks as requested from time to time Creating Marketing Ads Email/Chat Support Officed-based Job Experience • Collection House International BPO Inc – 04/2012 – 06/2016 as Customer Service Officer ▪ ▪ ▪ ▪ ▪ Customer Service Officer from April 23, 2012, to June 15, 2016. Subject Matter Expert from April 28, 2014, to December 2014. Awarded twice on Manager’s Choice Award Awarded once as employee of the month for January 2014. Australian Account Leadership Certifications: General Orientation for Leadership Development Training (October 17-18, 2013) ▪ ▪ ▪ ▪ ▪ Behavioral coaching situational leadership Performance management Communication and facilitation Case study Philippine labor law overview Responsibilities: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Assists Team Leader with supporting the Customer Service Officer staff through side-by-side monitoring sessions and executing call quality requirements of the Customer Service Officer staff on my team. Monitoring the Coaching Opportunities report in order to the identity coaching opportunities, subsequently resulting in SME assisting my Team Leader with providing the necessary coaching. Provide feedback with current situations and suggest ideas to have better performance of the system. Collaborate with information sources to enhance overall business performance. Utilize the SAP program to verify direct client payments. Responsible for the management and collection of outstanding customer accounts, whilst maintaining the highest level of customer service. Perform basic customer location functions as per divisional account auctioning orders, while ascertain to the extent of customer location that should be done in terms of debt amount and information already obtained. Utilize all available responsible company resources to locate customers, considering skip tracing and gathering a comprehensive customer profile. Develop and implement strategies for collections along with workflow guidelines. Ensure all critical matters are escalated to the relevant managers as soon as it is identified. Attend bi-weekly SME team meetings with the Site director. Maintain and update all relevant information, and ensure its accuracy and objectivity. Perform Ad hoc tasks as assigned. Work Experience • APAC Customer Service Inc – 10/2010 – 01/ 2012 as Customer Service Representative ▪ Customer Service Representative (Member Services) from 10/2010 – 01/2012 ▪ Received Top Achiever Award for the month of January- March, June-September & November ▪ Received award for Quality Champion for the month of April, May, June, September & October. ▪ Pointed as floor walker to assist the new employee to understand more their responsibility and the system. ▪ US Account Responsibilities: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ • Managed incoming customer service calls, particularly for the healthcare account, while addressing the concerns of sensitive clients. Ensure responsiveness to members’ needs (Administrative works). Verified order status and furnished prescription pricing information. Processing order, checking coverage & resolving issues about billing Initiate new prescriptions from the doctor and provide valuable service to a member. Managed customer conflicts, problems, and inquiries promptly and efficiently. Determines a course of action based on available information to resolve customer issues. Confirmed customer satisfaction with the undertaken actions and inquired about additional service needs. Effectively resolving and dealing with members’ complaints. Verify client insurance eligibility. Citibank N.A. – from 02/2006 – 11/2008 – Collection Officer - Awarded as the top 3 collector last October 2007 - Promoted last 09/2008, as Authorize Signer Responsibilities: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Coordinating and executing the timely and accurate collection of customers’ accounts, including calling up the customers for payment. Engaging in collection activities for accounts that are in delinquent stages ranging from 30 to 160 days. Communicating the account status to cardholders and offering risk mitigation solutions to prevent financial setbacks. Ability to deliver and exceed key performance metrics: Dialer Performance (Dialer Hours, Wrap-up, Calls, Contacts), and Quality (Accuracy). Continuously review portfolio and collection reports to ‘highlight’ delinquent accounts. Ensure proper documentation of Collection related activities. Detects possible fraud accounts and endorses them for investigation. Addressing customer complaints, requests, and issues promptly and facilitating their formal escalation (administrative tasks). Ensures attainment as an individual, for the department, and for Bank-wide goals to minimize loss and enhance loss recovery. Managing the bank's loss by mitigating delinquency. Utilizing an automated process for outbound calls to assist in the collection effort. Using automated processes that may serve more clients in a short period of time, to guide clients on the proper management of their credit card accounts. Education Tertiary: Notre Dame of Kidapawan College June 2001- March 2005 Kidapawan City Course Taken: Bachelor’s degree of Computer Science Certification Deluge on a Luge: Learn Zoho Programming (6 hours) Date Completion: September 20, 2024