Marie Bautista

 MARILYN E. BAUTISTA 624 Berkeley Residences, Katipunan Avenue, Loyola Heights, Quezon City TEL:-/ CP:- Email:- PROFESSIONAL SUMMARY A hard working, goal oriented and committed employee with over 15 years of progressive experience in Retail Operations Management & Beauty and Wellness Operations Management. Responsibilities include ensuring smooth operations, strict implementation of business processes, increase revenue through consistent target achievement and providing excellent customer service to ensure client satisfaction and retention. Strengths include excellent communication skills, operations management, team leadership, people management, result driven, flexibility and calm personality. Highly skilled in cultivating and leading high- performance teams, focused on exceeding business objectives. Qualification: Excellent verbal and written communication skills The ability to maintain calm under pressure Professionalism Efficiency and organizational skills Administrative skills Negotiation Skills Strategic Thinker Computer literate ( MS Office, Excel, PowerPoint) Customer Service Oriented WORK HISTORY BIOESSENCE May 22, 2018- Present Branch Manager Sales & Operations Management Oversee over all clinic operations: booking, housekeeping, manpower management, sales target achievement, inventory control, cashiering processes, marketing and customer service. New Client acquisition and retention of existing clients. Strategic Planning & Marketing of In- House events to achieve clinic targets Adheres to the company’s established processes and procedures on operations management. SUNCELLULAR/PLDT June 2003- February 2018 Retail Operations Manager Deliver Best Customer Experience Conducts regular coaching to ensure that knowledge and skills are transferred to the people under my authority. Motivates and encourages employees to deliver the best customer experience by monitoring their performance through the commendations from satisfied customers and recognizing their achievements. Gives special treatment to EGR (Extra Grace Required) customers. Sales Achievement & Operations Management Keeps abreast of important trends, roadmaps etc. in my position. Uses this knowledge to improve team work processes and outputs. Spots current gaps in capabilities and resources that will prevent staff/team members from achieving performance goals. Recommends appropriate solutions to address the gaps. Actively supports and implements the change process. Recommends operational changes when needed. Helps staff embrace and manage change by making them understand the need, rationale and impact of organizational changes. Ensures that day-to-day activities of staff/team members contribute to the group's shared vision and strategic priorities. Adheres to the company’s established processes and procedures on operations management. Manpower Management Conducts regular coaching to ensure continuous enhancement of knowledge and skills. Promotes staff /team member development through analysis of learning and training needs. Assigns tasks, activities and projects that will optimize their strengths and hone their talents. Gives regular and timely feedback to recognize staff / team members' contribution and achievements. Recommends appropriate rewards and recognition activities. MACE CONNECT, DOHA QATARJune 2002- May 2003 Customer Service Specialist Effectively answered calls by addressing customer inquiries, solving problems and providing product details and information. Provided an elevated customer experience to acquire new clients and keep the loyal ones. Investigated and resolved customer complaints timely and effectively. Ensured superior customer experience by addressing customer concerns with urgency and in empathetic manner. Recipient of multiple positive reviews and commendations from customers acknowledging excellent customer service. Contributed in the achievement of team targets for outbound sales assignments. LOPEZ’S GROUP OF COMPANIESJan. 2000 - May 2002 Customer Service Specialist Accurately documented, researched and resolved customer service issues. Improved call center functionality and service capacity by resolving customer complaints timely and efficiently. Effectively managed high volume of inbound and outbound customer calls. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Met or exceeded service quality standards every review period. EDUCATION BACHELOR OF ARTS IN INFORMATION & COMMUNICATION STUDIES UNIVESITY OF THE PHILLIPPINES Open University (OU) ASSOCIATE IN ARTS IN COMPUTER PROGRAMMING AMA COMPUTER Quezon City/ 1999 CERTIFICATIONS SUN SERVICE ACADEMY FOR INCUBENTS – August 2005 FRAUD RISK AND AWARENESS PROGRAM – January 2011 KNOW YOUR MONEY COUNTERFEIT SEMINAR – September 2004 FIRST PACIFIC LEADERSHIP SEMINAR – November 2013 GUTHIE-JENSEN’S STRATEGIC LEADER TRAINING- June 2014 LEADERSHIP AND ENHANCEMENT DEV’T PROGRAM- October 2015 AGILE COACHING- October 2015 SALES MANAGEMENT PROGRAM – August 2015 REFERENCES: MS. GIA BINAMIRA – Businesswoman /- MS. KAREN IBASCO – Businesswoman/- MR. ANTHONY TUASON – AVP/ ABS CBN/- MS. MARGE BENESA – Rob.Land Corp/- MR. FARADAY GO – Rob.Land Corp