Mary Kimberly May P. Bautista

Mary Kimberly May P. Bautista Quezon City, Philippines | - |- Customer Service | Social Media Manager |Content Creator | Marketing | Leadership and Team Facilitation| Quality Analyst | Banking Officer| Data Entry | Administrative | Lead Generation With over 4+ years of professional experience assisting customers in solving complex issues. Overall responsibility for day-to-day operations in on-boarding of newly hired representatives. Recruited, coached and managed staff. Able to lead, motivate, and train teams by example, to improve quality, efficiency and ensure procedural compliance. Highly skilled and results-oriented professional. Excellent written and oral communication skills. Professional Experience QA World Quality Analyst / Slack Community Coordinator October 2018 - Present Key Duties & Responsibilities: Develop and execute test plans to ensure that all objectives are met. Implement and monitor projects to assess functionality, reliability, performance, and quality of the service or product. Identify and remedy defects within the production process. Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. Ensure ongoing compliance with quality and industry regulatory requirements. Demonstrate a strong understanding of community development principles and practices. Consult and collaborate with community members/group. Ensure that service standards and quality measures of agency/community/client needs and demands are established, implemented and monitored. On-boarding of the newly hired representatives to the platform. Michelle Dy Basics Social Media Manager / Marketing Specialist October 2019 – February 2020 Key Duties & Responsibilities: Develop, implement and manage our social media strategy Manage and oversee social media content Measure the success of every social media campaign Stay up to date with latest social media best practices and technologies Work with copywriters and designers to ensure content is informative and appealing Collaborate with Marketing, Sales and Product Development teams Monitor SEO and user engagement and suggest content optimization Communicate with industry professionals and influencers via social media to create a strong network Conduct market research to find answers about consumer requirements, habits and trends Brainstorm and develop ideas for creative marketing campaigns Liaise with external vendors to execute promotional events and campaigns Collaborate with marketing and other professionals to coordinate brand awareness and marketing efforts Plan and execute initiatives to reach the target audience through appropriate channels (social media, e-mail, TV etc.) Assist in analyzing marketing data (campaign results, conversion rates, traffic etc.) to help shape future marketing strategies Undertake individual tasks of a marketing plan as assigned DiskartengPinoy Content Creator for E-Learning Modules October 2019 – December 2019 Key Duties & Responsibilities: Research industry-related topics Prepare well-structured drafts using digital publishing platforms Create and distribute marketing copy to advertise our company and products Edit and proofread written pieces before publication Conduct keyword research and use SEO guidelines to optimize content Promote content on social networks and monitor engagement (e.g. comments and shares) Identify customers’ needs and recommend new topics Coordinate with marketing and design teams to illustrate articles Measure web traffic to content Update our websites as needed ANZ Banking Group Bankruptcy Officer / Phone Banking Officer February 2015 – February 2017 Key Duties & Responsibilities: Monitor activity on bankruptcy files to protect the organization and client’s interest on loans impaired by bankruptcy filing. Monitor assigned loans to ensure all activities are handled within departmental and regulatory guidelines and time frames. Ensure proof of claim is filed correctly and that an acceptable plan is entered and approved within required guidelines. Prepare or cause preparation of all correspondence for assigned accounts. Research and respond to debtor and investor inquiries timely and accurately. Process file when a bankruptcy is dismissed, stay lifted, or the loan has reinstated. Monitor and maintain bankruptcy reports to ensure compliance with departmental and regulatory guidelines. Keep bankruptcy screens updated accurately and timely. Integrim BPO Solutions Inc. Customer Service / Payout Processing Team Lead July 2012 – April 2013 Key Duties & Responsibilities: Assist in employee development, coaching, and training Will be responsible for investigating and instituting all corrective and preventative action items. Processing team should have a clear understanding of the goals. Generate ideas and implement changes in processes and use of equipment to increase efficiency, improve safety and quality, reduce costs, and improve employee morale. Seeks, shares and adopts ideas and best practices inside and outside the company as well as embracing change that is introduced cross functionally. Performs such other duties as required. Integrim BPO Solutions Inc. Customer Service Representative November 2011 – July 2012 Key Duties & Responsibilities: Maintaining a positive, empathetic and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions. Processing orders, forms, applications, and requests. Keeping records of customer interactions, transactions, comments and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Managing a team of junior customer service representatives. Ensure customer satisfaction and provide professional customer support. NCO Group Licensed Debt Collector January 2008 – July 2008 Key Duties & Responsibilities: Keep track of assigned accounts to identify outstanding debts Plan course of action to recover outstanding payments Locate and contact debtors to inquire of their payment status Negotiate payoff deadlines or payment plans Handle questions or complaints Investigate and resolve discrepancies Create trust relationships with debtors when possible to avoid future issues Update account status and database regularly Alert superiors of debtors unwilling or unable to pay when necessary Comply with requirements when legal action is unavoidable. Education & CREDENTIALS Bachelor of Arts in Mass Communication, Far Eastern University & AMA Computer University High School, Holy Family School of Quezon City