Mia Katrina Racelis

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 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 ● 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 2​nd​ Semester SKILLS Knowledge in using SAP, Microsoft office and can-do multitasking REFERENCES Available upon request