MIA KATRINA J. RACELIS
BLK 13 L13, Southgate 2,
Springtown Villas, Tanza. Cavite
Email Address:-Contact #:-
OBJECTIVE
Improve and expand my knowledge and skills
PROFESSIONAL BACKGROUND
January 2021 - Present
Virtual Assistant/Freelancer
Research Specialist
● Complete research depending on the assigned task by supervisor
● Complete research on a specific period of time (i.e. 1 hr, 2 hrs, 3 hrs
and etc)
● Ensure that notes have been updated with the task completed and
challenges, if any
● Work as assigned by supervisor
Admin Support
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Answer to client's communications via email
Manage the tasks that are being assigned to each team member
Ensure that work deliveries have been completed and sent to clients
on its due date
Complete report that needs to be discussed the following day during
team meeting
Work as assigned by client/supervisor
March 2020 - Present
Virtual Assistant/Freelancer
Credit Specialist
● Complete credit disputes for the clients
● Sending dispute letter form to 3 credit bureaus
● Monitoring progress of client's credit score and see if there are any
deletions or additional accounts added
● Check client's credit score progress in IDIQ, Smart Credit, etc
● Sending letters through letter stream
● Tasks being completed in CRM
● Work as assigned by client
October 2019 – Present
HCL Technologies
PO Trainer/Quality
● Conducts PO Basic skill training for PO new hires
● Assess training effectiveness to ensure incorporation of taught skills
and techniques into employees work behavior
● Completes QA inspection for Validation reps, both Manila and
Lewisville reps
● Ensures that the team comply to the PO process by completing their
QA inspection month on month
● Coordinate with PO support and managers
● Assist the team to meet and exceed team’s goal
● Assist in resolving customer complaints by investigating problems
and developing solutions
● Gain a clear understanding of customer businesses and
requirements
● Handle management and inquiry elevations, following through to
resolution
● Helps in understanding the business objectives and assists in
documenting business requirements, capability assessments and
gap closure strategies
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Work with the PO Supervisor/ Team Lead to implement solutions that
address specific gaps within the business plan, applying best
practices and leveraging other teams
Assist in escalation-handling
Assist in spot-checking work processed in all areas of the program
and administer the necessary coaching/feedback
Dec 2018 – October 2019
Xerox Financial Holdings
PO Trainer/Quality
● Conducts PO Basic skill training for PO new hires
● Assess training effectiveness to ensure incorporation of taught skills
and techniques into employees work behavior
● Completes QA inspection for Validation reps, both Manila and
Lewisville reps
● Ensures that the team comply to the PO process by completing their
QA inspection month on month
● Coordinate with PO support and managers
● Assist the team to meet and exceed team’s goal
● Assist in resolving customer complaints by investigating problems
and developing solutions
● Gain a clear understanding of customer businesses and
requirements
● Handle management and inquiry elevations, following through to
resolution
● Helps in understanding the business objectives and assists in
documenting business requirements, capability assessments and
gap closure strategies
● Work with the PO Supervisor/ Team Lead to implement solutions that
address specific gaps within the business plan, applying best
practices and leveraging other teams
● Assist in escalation-handling
● Assist in spot-checking work processed in all areas of the program
and administer the necessary coaching/feedback
Feb 2015 – Dec 2018
Conduent Philippines
PO Trainer/Quality
● Conducts PO Basic skill training for PO new hires
● Assess training effectiveness to ensure incorporation of taught skills
and techniques into employees work behavior
● Completes QA inspection for Validation reps, both Manila and
Lewisville reps
● Ensures that the team comply to the PO process by completing their
QA inspection month on month
● Coordinate with PO support and managers
● Assist the team to meet and exceed team’s goal
● Assist in resolving customer complaints by investigating problems
and developing solutions
● Handle management and inquiry elevations, following through to
resolution
● Helps in understanding the business objectives and assists in
documenting business requirements, capability assessments and
gap closure strategies
● Work with the PO Supervisor/ Team Lead to implement solutions that
address specific gaps within the business plan, applying best
practices and leveraging other teams
● Assist in escalation-handling
● Assist in spot-checking work processed in all areas of the program
and administer the necessary coaching/feedback
June 2013 – Feb 2015
Xerox Business Services
Accounting Specialist / Purchase Order Specialist
● Cross-trained into 3 skills, transferring from one to the other
depending on business needs
● Primary focus is the processing of customer purchase orders (B2B)
ensuring both quality and accuracy
● Consistent Top Team performer since endorsement to Operations
● Was selected to participate in a clients’ black belt project, providing
input regarding process improvement and executing action items
● Manage all communication for purchase orders with customers and
analyze all communication for same and resolve all purchase order
issues
● Coordinates purchasing details with customers and Purchasing
Department, including pricing revisions and order cancellation
March 2009 – June 2013
Sykes Marketing Services Inc
Customer Service / Intern Escalation Agent
● Ensures delivery of excellent customer service through fast and
accurate processing of orders, and coordinating with other
departments to resolve inquires
● Enable to provide excellent customer service by taking supervisory
calls when handling escalation tasks
● Enable to communicate with our clients via email
Oct 2008 – Feb 2009
EPLDT Ventus
Customer Support Representative
● Ensures delivery of excellent customer service through fast and
accurate processing of orders, communication, and coordinating with
other departments to resolve inquires
● Builds and maintain business relationship with clients by providing
prompt and accurate service so as to promote customer loyalty
Feb 2008 – October 2008
United All World
Admin Staff/ Receptionist
● Clerical job / Admin work
● Encode data in Microsoft Office (mostly MS word and MS excel)
● Answer telephone calls and/or inquiries
● Other tasks as assigned by the supervisor or manager
May 2007 – October 2008
Principalia,Inc
Internet Researcher / Encoder
● Research different companies in different countries
● Get email address and send emails to possible clients
● Encode CVs of different applicants
TRAININGS
June 5, 2015
SME Trainer Certification Program
Xerox Business Services
One Ecom Building, MOA, Pasay City
February 26, 2015
Qwiksolver Workshop
Xerox Business Services
One Ecom Building, MOA, Pasay City
February 20, 2015
Pow-WOW Club
Xerox Business Services
One Ecom Building, MOA, Pasay City
February 6, 2015
Basic Grammar Training
Xerox Business Services
One Ecom Building, MOA, Pasay City
January 14, 2015
Basic Excel: Pivot and VLOOKUP Training
Xerox Business Services
One Ecom Building, MOA, Pasay City
January 13, 2015
Beginners Excel: Formulas and Functions
Xerox Business Services
One Ecom Building, MOA, Pasay City
March 9-10 & March 13, 2012
Analyze This (Data Analysis Training)
Sykes Manila South Succession Planning Core Team Ortigas, Pasig City
August 12 - September 11, 2008
English and Communication Skills Training
American English Skills Development Center, Inc.
Unit 1605, Antel Corporate Center, 121 Valero St., Salcedo Village, Makati
City
ACHIEVEMENTS
2004
Department of Science and Technology Awardee RA 7687
2005
Full Academic Scholar
2nd Semester
SKILLS
Knowledge in using SAP, Microsoft office and can-do multitasking
REFERENCES
Available upon request
