Marie Antonnette S. Anden

Block 5 Lot 17 Ruby St. Minahan Int. Malanday Marikina City-- Marie Antonnette S. Anden Work Experience Sales Operations Supervisor (ARC Refreshments Corporation) (June 5, 2017 – December 22, 2018)  Regularly reviews sales structure in terms of territorial boundaries and recommends changes as deemed needed to sustain the company’s competitiveness and ensure equitable workload; and as prescribed in the GTM.  Responsible for coordination, proper implementation and close monitoring of all sales and marketing activities, special programs and projects.  Develop and implement sales system, process and policies specifically existing programs or projects using the following parameters: - Sales performance monitoring & analysis - Productivity tracking of all sales resources (manning, truck/route, tools of trade)  Designs standard sales forms and reportorial templates and monitors its availability and the compliance of all sales locations.  Regular review and updating sales Fact book, calendar of events, and historical sales per location.  Monitoring of implementation and execution of Sales Force Automation (SFA)  Gathering regular market survey and industry data. Route to Market (RTM) Specialist (ABS-CBN Convergence) (June 1, 2015 – Present) Daily generation and consolidation of Call Cards activation. Prepares Daily Sales Report submitted by the Distributors Sales Managers (DSM) for their daily performance versus target. Prepares DSP (Distributor's Sales Personnel) sales achievement (SIM Sell In & Load Sell IN) versus target per month. Conducts regular Trade Check for Mainstream and Key Accounts outlets to ensure product availability. Prepares Trade Check Analysis to Sales Heads for better understanding about issues and concerns on the trade. Consolidation and updating of the OCP (Outlet Coverage Plan) Masterlist and Sub Route per DSP. Perform adhoc from the Reports Unit Head. Reports Specialist (ABS-CBN Convergence) (November 18, 2013 – June 1, 2014) Prepare reports for daily DTS (Direct-to-subscriber) agent deployment. Prepare Agent code creation for newly hired DTS Agent. Monitor and Consolidation of Daily Sales Report from Third Party Agencies. Analysis of Agents Fall Out. Perform any ADHOC from Unit head. Sr. Quality Associate (Apple account – iTunes Store Advisor) IBM Global Process Services. (July 6, 2011 – February 28, 2012) Promoted as Sr. Quality Lead for iTunes Store Support Monitors emails handled by iTunes Store advisors Review and Analyze Dissats received by advisors Facilitates Round Table discussions with the advisors. Creates Weekly Root Cause Analysis about Dissats received. Provides coaching feedback to advisors. iTunes Store Advisor (Apple account – iTunes Store Advisor) IBM Global Process Services. (January 10, 2011 – July 6, 2011) Transferred to iTunes Store Support Handles inquiries from iTunes Store customers about billing and accounts issues, downloading and purchasing items from the store. Technical Support Advisor (Apple account – CPU) IBM Global Process Services. (August 24 – December 2010) Transferred to Ruby (Apple) account as a Technical Advisor for Desktop and Portables Determine customer’s support eligibility for assistance and offered them support options such as selling them the AppleCare Protection plan, Apple Support line Agreement and Web support. Assists Apple customer troubleshoot issues with their Apple computer (Network issues using DSL, cable modems or Airport base stations; Mac Mail issues and other technical issues) Assists customer process repairs for any hardware issues with their Apple computer Assists customer in processing their AppleCare Protection Plan over the phone. Customer Care Specialist (eBay account) IBM Global Process Services. (July 29, 2006 – August 24, 2010) Handle emails concerning Fraud for both Seller and Buyer of eBay. Citations received as a eBay’s customer care specialist Cited for demonstrating ability to quickly identify and comprehend customer's issue and being able to effectively interact with customers with proper English-communication skills. Recognized as consistent top performer in exceeding the EPH (Emails Per Hour) and Quality. Customer Care Relationship Agent Coca-Cola Bottlers Philippines Inc. San Miguel Corporation Philippines (May 5, 2005 until June 30, 2006) Handle inquiries, feedback, service requests for fountain dispensers, chillers and all CCBI products and services. Relays service requests from concerned outlets to respective third party service providers. Handles orders and SO creation for Coke and Wilkins customers. Technical Support Representative Microsoft Product Support Services HelloCorp Philippines (March 2003 until November 2003) Handle inquiries, feedback, support requests, for all Microsoft products and services. Captures customer comments, product requests and suggestions. Read, screens, and analyzes e-mails received, determines issue type, and respond to Microsoft customers within one business day via the web or email. Assist customers with web site navigation, general technical and non-technical product information, and educate them on Microsoft’s product support structure. Special Skills, Trainings, and Seminars Attended Certifications Received: Microsoft Certification as Product Support Services Representative CISCO Systems Certified (with a final assessment score of 92% Cisco Networking Academy Program (1st Semester) Trainings and Seminars Attended: Six Sigma – Yellow Belt Certification Training  English as Second Language Training (March 2008) Basic Quality Training – Six Sigma (August 18, 2007) Micosofft Office 2003 Philippine Launching Shangri-La Hotel, Makati City (November 2003) Microsoft Customer Central: Electronic Customer Service (ECS) Certification Training and Refresher Course HelloCorp Philippines, Robinsons Equitable Tower, Pasig City (May 2003) Macromedia MX Philippine Launching Greenbelt Mall, Makati City Macromedia 5 Advanced Techniques Class Greenbelt Mall, Makati City (October 2001) Macromedia Flash Demo and Presentation Informatics Computer School, Recto Computer Skills: Operating Systems Handled: Windows 10, MAC OSX. Computer Graphics Design: Adobe PhotoShop, Adobe Illustrator, Macromedia Flash, Swish. Webpage Design and Development: Macromedia Dreamweaver, Macromedia Flash, HTML Office Applications: Microsoft Word, PowerPoint, Excel, Outlook, Desktop Publishing: Microsoft Publisher, Adobe Illustrator Database Development: Microsoft Access, FoxPro, Dbase. Programming: Visual Basic 6, C/C++ Language, Pascal, COBOL Other applications: SAP and Citrix Tertiary Education Degree in Bachelor of Science in Computer Studies AMA Computer College, Sta. Mesa, Manila (May 1998 until May 2002) Awarded Best Thesis for “Family Health Advisory” (2nd Trimester SY 2001-02) On-The-Job Training (completed with a grade of 1.0) Computer Programmer Bangko Sentral ng Pilipinas (Supervisory Reports and Studies Office) Secondary Education and Primary Education Our Lady of Sacred Heart School, Quezon City, Metro Manila (March 1988 until March 1998) Honor and Consistent Top Ten Student Consistent Top Ten Student Strengths Works well within a team as well as an individual Good leadership qualities and motivation skills Ability to communicate well using the English language (may it be through speech or in writing) Fast-learning Ability Ability to demonstrate professionalism through language and demeanor Communication and Interpersonal Relationship skills In-dept product knowledge of current technologies Personal Particulars Full Name : Marie Antonnette Sebastian Anden Date of Birth:September 7, 1981 Place of Birth:Manila Sex:Female Civil Status:Married Citizenship:Filipino I hereby affirm that all information stated above is true and correct. I agree that, if gainfully employed, any misrepresentation(s), falsification(s), and omission(s) of facts shall justify my disqualification, dismissal, or repatriation from work. Marie Antonnette Sebastian Anden I am a customer service representative for more than 6 years with vast experience in handling email and chat support. I even got promoted as a Quality Associate. My dedication and love for what I'm doing helped me earned my expertise in this career. Customers satisfaction is entirely my goal to provide every customers that I've encountered.