May Anne Sumauang

MAY ANNE SUMAUANG Strongly focused, with the ability to complete tasks accurately in a fast-paced environment with conflict WORK EXPERIENCE Jul 2020 - Present PERSONAL CUSTOMER SERVICE ASSISTANT BLUEFIN TRADING LTD, UK Based E-commerce Company Responsible for managing the ordering activity for the organisation, including timely and accurate entry and processing of all orders received. Evaluate all orders and ensure accuracy of all forms and inform management for all incomplete orders and verify all client information to deliver all products. Assist in the processing of online purchases quickly and while providing superior service to customers. Field calls and E‑mails of customer inquiries. Assist with returns and the RMA/Returns process as needed. Coordinates with shipping carriers to ensure the safe delivery of all packages. Demonstrates a sense of urgency and dedication to exceed customer expectations and earn loyalty through accuracy, efficiency, courtesy, and knowledge. Demonstrate knowledge of computer components to assist customers with technical questions as needed. Handles and solves customer complaints. Name May Anne Sumauang Address Flat 902 Aspin Residence Tower , Dubai, UAE Dubai Phone number - Email- Jan 2017 - Jun 2020 CUSTOMER SERVICE REPRESENTATIVE / ACCOUNT ASSISTANT EMIRATES SECRETARIAL SERVICES, Dubai, UAE Provided information about Medical Requirements to the customers. Processed customer applications forms, ensuring all information is captured accurately Guided people about the medical facilities and other facilities available Took photos for customers for visa and emirates ID photos for children below 15 years Prepared Customer Medical and Emirates Id typing documents Checked and completed Medical & Visa processing documents of Customers Processed Medical/Emirates ID typing accurately & timely Assured online payments of Medical typing through online Banking Solved customers' grievances at our best Coordinated with DHA Medical Staff and issued the Medical Tokens to the Customers for Entrance in DHA Zone Used the ERP System of Emirates Secretarial services and other IT Devices Followed the organization's procedures, policies and standards for the department Provided administrative support to the general accountant Managed petty cash for each cashier in the company Calculated and checked to make sure payments, amounts and records are correct Processed and recorded transactions, prepared reports and budgets Assisted with audits, fact checks and resolving discrepancies Checked inventory periodically to determine reordering needs and verify records Recorded or documented changes in inventory Prepared LPOs for the company Mar 2015 - Aug 2016 COMMAND CENTER COORDINATOR CONVERGYS PHILIPPINES, PASIG CITY, PHILIPPINES Ensured, in collaboration with Floor Leaders and Schedulers, accurate and timely agent schedules. Focused on real‑time/intraday agent productivity, performance exceptions and schedule adherence in collaboration with the command centre. Executed system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc. Coordinated trouble tickets and escalate issues as required. Effectively used technology, tools, and other floor management resources to optimize client service levels and program economic performance. Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensure all tickets are resolved. Weekly call with Sr. Operations Managers for Staffing and Program updates and performances Jul 2013 - Feb 2015 REPORTS ANALYST/OPERATIONS MANAGEMENT DESK ANALYST SYKES ASIA INC,, MANDALUYONG CITY, PHILIPPINES Helped develop forecast potential revenue or documents a pricing process. Performed daily, weekly or monthly analysis and presented findings along with areas where you identify room for improvement. Generated and analyzes and reviews data, such as budgeting and accounting reports, to support strategic initiatives. Set up and maintained documentation and standards. Maintained agent level schedules and attendances, assigning shift schedules for all (TSRs and CSRs)updates and maintaining employment contracts, attendance reports, personnel data and benefits packages. Accepted call‑ins for absences and sick leaves, updated agents' schedules and uploaded and updated agents' schedules, approved overtime, Log Modifications, Sick Leaves and Vacation leaves before payroll deadlines on HRIS. Reported real‑time schedule changes to Sr. Operations Managers, Operations Managers and Supervisors Oct 2008 - Jun 2013 TECHNICAL SUPPORT REPRESENTATIVE SYKES ASIA INC,, QUEZON CITY, PHILIPPINES Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services. Gathered customer information and determine required steps for results and resolutions through email and chat. Processed and analyzed customersʼ product or service requirements. Dealt with customersʼ technical queries and monitor support requests to ensure that the product meets requirements. EDUCATION AND QUALIFICATIONS Jun 2005 - Apr 2008 BACHELOR OF SCIENCE IN ACCOUNTANCY PHILIPPINE SCHOOL OF BUSINESS ADMINISTRATION, Quezon City, Philippines SKILLS NetSuite Time Management Skills CRM Systems File/Records Maintenance Account Management Reports Generation And Analysis Positive Learning Process Xero System Invoicing Multi-Task Management Microsoft Excel Issue Resolution Customer Assistance Cash Drawer Balancing Interpersonal Skill ACHIEVEMENTS Part‑Time Ecommerce Web Developer