Mary Ann Vicente

mary ann vicente B18 L18-19 P3 Cedar St., St. Joseph Village 10 Brgy. Langgam · --· https://www.linkedin.com/in/mary-ann-planada-vicente-0b6a17120/ Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company Experience November 2, 2018 – Present Process specialist, infosys bpm, ltd. Manage, train, and supervise a team while ensuring the appropriate level of knowledge to perform day-to-day processing tasks. Manage daily processing operations and drive issue resolution. Prepare reports which identifies non-compliance and notify business partners and General Managers about non-compliance occurrence. August 2, 2015 – November 1, 2018 Subject matter expert, arvato bertelsmann Manage, train, and supervise a team while ensuring the appropriate level of knowledge to perform day-to-day processing tasks. Manage daily processing operations and drive issue resolution. Prepare reports which identifies non-compliance and notify business partners and General Managers about non-compliance occurrence. September 26, 2014 – august 1, 2015 transaction specialist, arvato bertelsmann Supports day to day administrative requests submitted by operations manager across multiple regions such as answering queries from business partners through emails. Ensure SOX compliance, process orders, returns, and reports. march 2011 – may 2012 hotel reservations specialist, intelenet global services, inc. Use a system to help customer's make their hotel reservations Collect and process payments Deal with complaints, refunds, and/or modification of existing reservation Maintain account record and provide excellent Customer Service may 2007 – february 2011 fraud specialist, sutherland global services inc. Receive inquiries, complaints, comments, and requests from customers via chat Investigate possible fraudulent activities resulting to unauthorized selling or buying using the customer's account Respond to customers' inquiries, complaints, comments, and requests based on applicable scripts and knowledge base tools Respond to, forward, or escalate applicable customer inquiries according to established process Ensure that all customer transactions will result to positive customer satisfaction october 30, 2007 – march 31, 2007 office staff, zagu foods corporation Lead a group of individual to ensure proper income remittance to the company. Ensure that vehicles used for delivery and collection are well maintained. Manage division budget on a day to day basis august 3, 2005 – june 15, 2016 cashier, cse staffing services (bingo bonanza corporation) Welcome customers answer their questions and provide advice or recommendations. Operate scanners, cash registers, and other electronics. Accept payments, ensuring all prices and quantities are accurate and proving a receipt to every transaction Education June 2001 to April 2005 B.s. Business administration, pamantasan ng lungsod ng maynila June 1997 to March 2001 high school, mariano marcos memorial high school June 1991 to March 1997 elementary, fernando maria guerrero elementary school Skills Decision making Leadership Ability to Work under pressure Time Management technical Skills Microsoft Excel, Word, PowerPoint Presentation, Visio, OneNote, and Outlook Microsoft SharePoint, Microsoft Teams/Skype SQL (Beginner) SAP Robotic Process Automation Attention to Detail Teamwork Communication Business Process Improvement Seminars and trainings august 20 to 21, 2019 yellow belt training (continous improvement) Infosys bpm ltd. june 19 to 20, 2019 design thinking Infosys bpm ltd. October 18, 2018 General Data Protection Regulation (GDPR) arvato bertelsmann January 4 -6, 2018 cx revolution, arvato bertelsmann November 16 – 17, 2017 deliverY excellence gen 2 wave 2, arvato bertelsmann January 20, 2005 Image Enhancement Program, Nursing AVR-PLM Intramuros, Manila June 28,2004 SMART Entrepreneurial Program: “A Glimpse to the Corporate World”, Justo Albert Auditorium, PLM Intramuros Manila August 13, 2003 Feasibility Study Preparation: “Focus on Marketing and Statistical Analysis”, Justo Albert Auditorium, PLM Intramuros Manila ACHIEVEMENTS 3rd quarter of FY2019 Issued on February 21, 2019 olympian excellence awardee, infosys bpm ltd. 3rd quarter of FY2018 issued on may 11, 2018 titanium excellence awardee, arvato bertelsmann 2004 - 2005 Auditing Manager, Integrated Council of Business Managers (PLM)