Mary Anne Dela Torre

MARYANNE DELA TORRE- EDUCATION COLLEGIATE: 4th Year B.S. Commerce Major in Business Administration University of Santo Tomas España, Manila PRIMARY/SECONDARY: Saint John’s Cathedral School Zamora St., Dagupan City, Pangasinan JOB EXPERIENCE IMONGGO ONLINE POS Chat Support Manager January 2016 to Present o Monitor chat support’s performance in handling technical support & product upselling to Imonggo’s customer. Handles escalation and advance navigation issues. o Handles training of new agents as well as setting the Quality standards CHATSMITH ONLINE SERVICES Training and QA Manager August 2013 to September 2017 o Modifies and creates course materials and training manuals to meet specific training needs o Presents in-person training sessions o Schedules training sessions, organizes information technology and other equipment and manages course enrolment o Works with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments o Determining, negotiating and agreeing on in-house quality procedures, standards, and specifications o Assessing customer requirements and ensuring that these are met by monitoring agent performance o Recording, analyzing and distributing statistical information AZORIAN CYBER SECURITY Executive Assistant to the CEO April 2015 to November 2015 o Calendar Management, scheduling of meetings and interviews, travel arrangement and planning. o Answering customer service email, tickets and chat. Booking clients and handles complaints and queries. o Data entry in MS Word or Excel, managing spreadsheets, preparing Powerpoint presentations o Online research, Social Media management and adding contents on Wordpress website including videos and articles. o Project management and preparation of training materials o Financial Management, purchasing and handling of bills payment GROW MY TEAM Recruitment Head November 2013 to September 2014 o Utilize and maintain pipeline of appropriate candidates sources from active, passive, source/screen function, agency and referrals in order to meet specific business units and markets. o Manage the candidate presentation and interview process as well as final candidate slate presentation, interview debrief, negotiation and final disposition status o Provide detailed and sophisticated reporting to business owners on a consistent basis SEARCHWORDS PTY LTD Case Manager July 2012 to September 2014 o Creates and manages reports sent out as a monthly newsletter to customers o Trains new customer service agent and SEO Team in handling processes through Salesforce CRM o Act as a Liaison between SEO and customer service team, regarding technical escalations and queries, including troubleshooting o Work on tools for Lead Generation o Writes occasional blogs for website o SMM (Social Media Marketing) through Facebook and Twitter Executive Assistant to the "Head of Strategy" o Handles calendar management and scheduling of meetings for potential clients and businesses o Book travel reservations including flight, hotel, restaurants and transportation o Hires and interview necessary candidates for specific roles needed for the business o Researches new ideas and explore potentials for new businesses based on data gathering and observation o Answering email, file management, database building, and taking care of personal errands (ie. Purchasing) o Taking down minutes, creating basic reports, preparing slide shows, chats support, transcriptionist and other duties deemed necessary. SHUNBERG BUSINESS SERVICES Marketing Manager August 2011 – June 2012 o o o o Marketing for newly released innovative products and services Trainer for new marketing recruits Emcee/Master of Ceremony for programs and sales rally Event organizer and Director for company's events AG WRITING COMPANY Freelance Search Engine Optimization January 2010 to July 2012 • Writing quality articles that are 100% original: o Keyword and SEO rich articles o Technical and Business writing o Academic research and writing SITEL PHILIPPINES INC. Advance Exchange and Ticketing August 2008 to August 2011 Travelocity Business Account • Handles Business Travelers concerning exchanges and ticketing: o Tier 3 Agent that supports agents who handle phone and email concerns o Finishes ticketing of records that cannot be done through automation o Exchanges complicated routes on domestic and international tickets that cannot be handled by phone and email agents AEGIS PEOPLE SUPPORT INC. Travel Packages Specialist July 2006 to August 2008 Orbitz Worldwide Account • I work the ranks and handled different department of a well-known online travel agency reservation system: o General Reservation - Handles customer service calls for online reservations of leisure travelers. o Advance Exchange - Exchange airline tickets, domestic and international reservation o Schedule Changes - Handles reservation affected by airline changes and cancellations o Packages Reservation - Handles combined records of car, hotel and airline o Supervisor Complaints - Answer calls of customer complaints and query requesting for supervisor and higher level of service ADVANCE CONTACT SOLUTIONS Reservation and Exchange Specialist July 2005 to January 2006 US Airways Account • Handles an airline reservation system: o Booked reservation for anyone calling the airlines o Exchanged tickets o Used Sabre GDS PERSONAL SKILLS • Knowledgeable on 5 GDS, Global Distribution System (Apollo, Worldspan, Sabre, Shares, Deltamatic) • Knowledge of Adobe Lightroom, Basic Photoshop, Basic Wordpress, Basic Video Editing. • Experience using CRM including Salesforce, Insightly, Pipedrive and Hubspot. • Experience using Project Management Software including Basecamp, Asana, Trello.