Michelle Ann Punzalan

Michelle Ann F. Punzalan Blk8, Lot42, Gardenia Street, Timog Hills Subdivision Angeles City, Philippines Mobile Number: -)- OBJECTIVE : Seeking a position requiring demonstrated skills in administration, planning and communication in Customer Service, Marketing and/or Administrative work where my extensive experience will be further developed and utilized and eventually contributes to the growth of the entire organization. EMPLOYMENT HISTORY: Beepo Inc Clarkfield Pampanga Philippines April 2014 – October 2024 Operations Manager December 2018 – October 2024 Job Description / Duties and Responsibilities: Customer satisfaction: maintain high levels of customer satisfaction to deliver on growth objectives. New Customer Acquisition: assist Client Experience Manager (CEM) team with New Customer acquisition activities as required. This includes: client tours; new business opportunities; identifying up-sell opportunities; suggesting new positions and working closely with Australian based Sales Team to achieve growth Relationship Management: maintain close relationships with Senior Level Client stakeholders (CEO, GMs, Directors. Managers, POC) Growth Opportunity Management: ensure BDMs are aware of growth opportunities and they are logged into the CRM (HS). Retention of Clients through identification of value add services and increase client satisfaction. Managing Net Profit Margin by ensuring Philippines (PH) Operational expenses are controlled to assist in achieving minimum margin in consultation with Finance Manager. Performance Reviews: Ensure Performance reviews are completed with direct reports (DR’s) with a development focus. Collaboration with Legal team to ensure compliance in industrial obligations. Contractual Obligations: Understand aspects of Beepo AU customer contracts that relate to PH operations and manage staff to ensure policies and behaviour reflect contractual obligation. Client Experience Manager September2016 – December2018 Job Description / Duties and Responsibilities: Achieves operational objectives by contributing relevant information on metrics and performances and delivering recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change. Sustains rapport with key accounts by making regular meetings via video-conference calls; exploring specific needs; anticipating new opportunities. Accomplishes marketing and sales human resource objectives by coordinating and partnering with Human Resource, Training and Development and Operations in recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Identifies marketing opportunities for Beepo by identifying client requirements; defining market, competitor's share, and competitor's strengths and weaknesses; forecasting projected business; establishing targeted market share. Works effectively as part of a team. Develops strong and effective working relationships with the sales teams to ensure growth in their respective client lists. Establishes rapport easily and develops long term relationship based on mutual trust and confidence. Ensures successful communication with colleagues Works well with all areas of the business, especially Finance Provides assistance in a professional manner regarding inquiries from internal and external clients. Ensure that all customers receive excellent customer service for enquires. Project Team and Client Experience Team Leader April2014 – August2016 Manages day-to-day operations of assigned clients Sets up and monitors metrics by overseeing and assisting the client evaluate the staff’s performance. Implements code of conduct and company values Establishes and maintains excellent working relationships with all clients, and Client Experience Manager  (CEM) Disseminates information to employees like updates on policies, client issues and company events Prepares and maintains statistical reports used in management decision making Monitors scheduling and attendance including approving, editing and management of employee’s time Evaluate employee’s performance and recommends promotion when applicable. Consistently demonstrate ability to respond to changing departmental needs Assume responsibility in the absence of the Client Experience Manager Identifies new opportunities for client revenue growth including new positions and/or new training programs Sustains rapport with key accounts by making regular meetings via video-conference calls or phone calls; exploring specific needs; anticipating new opportunities. Collecting, analyzing, and summarizing data and performances to make suggestions for driving department profitability up in consultation with Finance.  Implementing and measuring profitability initiatives. Ensuring a minimum billable (“client time”) hours per day per staff member across the team. Actively reducing administration time and looking for opportunities to fill unused capacity. Develops new processes to support a smooth process from brief to invoicing. Oversees direct reports to ensure products and ad hoc services and on-going projects are entered and billed correctly to clients including client sign off of estimates. Measures the NPM and billable hours and other metrics as identified. SM CLARK DEPARTMENT STORE Clarkfield, Pampanga Philippines August 2011 – January 2014 Department Manager Customer Service Department (Business Center Operations) January 2013 – January 2014 Job Description / Duties and Responsibilities: Responsible for the over-all administration of the department, such as manning, scheduling, performance evaluation and strict implementation of company/department’s rules, regulations and standard operating procedures. Executes directions and sales strategies to achieve and improve sales targets. Handles customer’s concerns and inquiries. Monitors stocks, availability and expiration of our products. Primarily responsible in releasing gift cheques in connection with the different bank promotion tie-ups. Over-all in charge for the 3 major services of the department which are Bills Payment, Prepaid Cards, and Government Services in all onsite and offsite locations. Reviews and submits reports of the department’s monthly Income Statement. Department Manager Checking Department August 2011 – December 2012 Job Description / Duties and Responsibilities: Responsible for planning, coordination, controlling and directing checking operations/functions in the assigned branch/location/department. Assigns duties to supervisors and approves work schedule and assignments, making sure that all shifts are filled-out. Ensures that new employees are properly oriented on job duties and company/store/department policies and directs various activities to ensure proper implementation of company rules and regulations and standard operating procedures of counter operations. Evaluates performance, transfers or dismissals. Investigates incidents of violations and prepares the necessary reports as the need arises. Responsible for the proper allocation of the department’s budget like shopping bags and other materials used for packaging customer’s purchases. Stream Global Services, Phil. (Formerly Etelecare and AOL Member Services Phils). Clark Special Economic Zone Clarkfield, Pampanga Philippines February 2000 – March 2011 Fraud Specialist / Back-end Processor August 2005 – March 2011 Responsible in reviewing and analyzing documents sent by the customer for proper issuance of credits. Performed research to help the client better align fraud with industry standards of the United States. This process allowed us to maintain our legal service level of processing credits. Responsible in insuring adherence with other agreements by making sure that persons who report unauthorized accounts are removed from collections and do not incur future charges. Provided support in marketing the client’s new premium service products. Assisted in updating customer’s account information, with strict compliance of the set verification rules. Assisted in the development of new policies and procedures. Prepared weekly credits and savings report that are sent to the project and client manager. Maintained electronic records management system for all incoming and outgoing correspondence. Billing Customer Service Representative in Chat and Email February 2000 – August 2005 Job Description / Duties and Responsibilities: Responsible for customer service in the Billing Department, duties included answering customer queries, problem solving and providing detailed information on new products. Provided support in marketing and up selling the client’s products to existing customers. Assisted in the training of new customer service representatives and associates. Rizal Commercial Banking Corporation Mabini Branch, Metro Manila Philippines November 1999 – February 2000 New Accounts Specialist Responsible for opening new bank accounts for clients Prepared and monitored maturity of time deposits accounts Received and processed requests for cash advance of credit card holders EDUCATION: Holy Angel University, Angeles City- Certificate of Completion on Methods of Teaching University of the East, Recto, Manila 1995 – 1999 Bachelor of Arts, Major in Economics Holy Family Academy, Angeles City 1991 – 1995 High School Diploma SKILLS AND PROFICIENCIES: Microsoft Word, Excel, Access, PowerPoint, Outlook Express English Oral and Written Communication Internet Research Requires less supervision Self-Motivated Has a high regard to attendance and punctuality Typing speed at 50wpm Dean’s List Awardee during college years Well versed with the cashiering systems. ACTIVITIES: Member of Catholic Charismatic Community, Ang Lingkod Ng Panginoon. Participated in different outreach activities in and out of the company. Helped in organizing activities for charitable institutions. Character reference are available upon request. I hereby certify that the above information is true and correct. ________________________ Michelle Ann F. Punzalan