Ronalyne Bibat

Ronalyne R. Bibat 45 2f unit 6 St. Louis Comp. 3, Malinta, Valenzuela City Philippines 1440 -- WORK EXPERIENCE March 21, 2022 - Present Cognizant Technology Solutions Inc ● Senior Process Executive - Waze Ads Operations Team ▫ Responsible for executing implementation tasks within the Ads Dashboard based on specifications provided by clients and/or Account Managers, while ensuring accuracy and data integrity. Work with Account Managers to help them advertise their brands through the traffic navigation app. Communicate via internal platforms using canned responses, modifying them when needed or free text. Proficiently communicate with internal Waze teams as well as some of the Ad Operations and Product Specialist teams to ensure quality and efficiency. Serves as an effective communicator and able to coordinate project timelines in a collaborative and proactive manner to accomplish all tasks. Coordinates with Creative Services team to seek assistance regarding client-sent creatives to ensure proper banner dimension and quality. Navigates through the Waze dashboard to extract reports to be sent to the clients based on the metrics they need for their marketing and performance analysis Generate and analyze monthly billing reports pulled from the dashboard to ensure we are providing quality and effective service yet affordable and within the agreed rate. ▫ ▫ ▫ ▫ ▫ ▫ ▫ November 12, 2018 – March 12, 2022 Majorel ● ● Microsoft Advertising Quality Specialist – NA Services Microsoft Advertising Quality Specialist – SMB Support ▫ Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, and employees including troubleshooting. Participate and contribute to company projects and developmental meetings. Coach agents on a weekly basis to Quality improvement Conduct Process and Agent Level Transaction Monitoring Ensure consistent application of the quality process/system. Attend Client Calibration or monitoring sessions. ▫ ▫ ▫ ▫ ▫ ▫ ▫ ▫ ▫ ▫ ▫ Facilitate Quality training and/or initiatives Diagnosis continuous improvement opportunities applicable to account, workgroup and department. Utilize common process methodology for process improvement. Monitor agent quality on a daily, weekly, and monthly basis Develop and maintain quality reports at agent, team, and call center level Assist in developing and streamlining Quality procedures. Provide written and verbal feedback to agents on all completed evaluations. APRIL 07, 2014 – November 11, 2018 Majorel ● Microsoft Advertising Specialist ▫ ▫ ▫ Handles customer’s queries about their ads. Resolved customer’s concern in a timely manner and provided excellent customer service. Provide campaign optimization which will help advertisers receive more relevant searches and clicks. Walk the customer through how to’s including basic troubleshooting. Make sure to follow up with the commitment set with the customer. ● Microsoft Advertising Ticket Auditor ▫ Review tickets and verify if the correct process has been followed and if there are no misses by the agent/s that can lead to getting a DSAT. ● ▫ Bing Places for Business Support Got transferred to Majorel (Former Arvato) to continue supporting Bing Places for Business. ▫ APRIL 03, 2009 – APRIL 05, 2014 NCO/Alorica ● Bing Places for Business Support Tier 3 Support (November 2011 – APRIL 05, 2014) ▫ ▫ ▫ ▫ ▫ Review and maintain updated listing information on Bing. Educate customers on the listing requirements, sign-up and verification process. Provide detailed and accurate steps to business owners and representatives on how to claim and manage published listings on Bing. Examine customers listing to determine correct actions. Verify customer’s ownership with the listing and make recommendation to resolve their issue Respond to inquiries regarding the status of listing. Escalate issues to the engineering team and coordinate with them. ● Microsoft Online Services Support (April 2010 to October 2011) ▫ Responsible for providing customer service and billing assistance regarding Windows Live Hotmail Plus, MSN Premium and MSN Dial-Up subscriptions to customers via email. ▫ ▫ ▫ ▫ ▫ Process payments, adjustment, refunds and account cancellation Responsible for verifying all customer information. Provide product knowledge to customers. ● Windows Live Messenger Technical Support (April 2009 to March 2010) Focused on customers’ needs and concerns; demonstrates empathy. Effectively gathers and analyzes information and confirms understanding to successfully diagnose the customers’ problem. ▫ Refers or escalates issues appropriately when issues are outside of support boundaries or when resolution cannot be confirmed. ▫ Follows Microsoft documented problem diagnosis and troubleshooting procedures. ▫ Provides feedback and makes recommendations regarding how to improve processes, knowledge base, products, tools, and training. ▫ Creates a positive impression of Microsoft & MSN, through words and actions, whenever interacting with customers. ▫ Represents information accurately and presents him/her truthfully. ▫ Treats sensitive and confidential information in an appropriate manner. ▫ Use decision-support tools to respond to common customer inquiries. ▫ Solve problems using agreed upon procedures and offer solutions to basic customer issues. FEBRUARY 26, 2008 – FEBRUARY 5, 2009 Belo Medical Group ▫ ▫ ● Patient Care Specialist ▫ ▫ ▫ ▫ ▫ ▫ Displays superior customer service in assisting patients Schedules a patient for a procedure or treatment Prepares and verifies appointments of patients to doctors and aestheticians Updates doctors and aesthetician’s schedules Assists patients in preparation to their procedure or treatment Maintains precise and complete record of patients and encoding it to Belo Medical’s database Handles phone & walk-in inquiries Coordinates with Doctors, Branch Manager, PCM if necessary ▫ ▫ September 5, 2003 – October 20, 2004 Jimac Incorporated ● Secretary (Admin., Finance Department and HRD) ▫ Responsible for portraying the company's professional image either by phone or in person with our clients, visitors and suppliers. Responsible for handling interdepartment coordination and communication. Make documents such as agendas and memoranda. ▫ ▫ Provide relevant reports to senior management showing the status of existing business and new business opportunities. Administer Aptitude & Psychological tests to applicants. February 11, 2002 – January 10, 2003 Asian Development Bank ● Administrative Assistant/Office Assistant BPHR Department (HRMIS & Applications), Office of the Vice President (Operations 1), Board of Directors (Philippines & China) ▫ ▫ Encoded data and professional staff’s application to oracle software. Prepared documents such as agendas and memoranda. Prepared presentation materials needed. Acted as research Assistant. Made travel arrangements such as mission request authorization, application of visa, plane reservation, hotel accommodations, travel request authorization, vehicle requests Proofread drafts of correspondence and documents. Ensures all incoming mail is logged in, properly distributed, and brought to the attention of concerned staff and that outgoing mail/faxes are delivered on time. Screen incoming calls, as appropriate, provide requested information, take messages, or redirect inquiries to the appropriate office. Performed general clerical duties: copy, scan, file, and type. ▫ ▫ ▫ ▫ ▫ ▫ TRAININGS and SEMINARS April 2022 - Waze Ads Certification Learning about Waze’s community and audience. Introduction to creative best practices that can help with campaign implementation. April 2022 - The Complete Digital Marketing Learn Digital Marketing Strategy, social media marketing, search engine optimization, youtube, email, facebook marketing, analytics and more. May 2022 - Google Sheet Course: Beginner to Advanced Learn formulas that work in both Google sheets & Excel Analyze data sets with ease using complex. functions & formulas. Learn the fundamentals of Google Sheets. May 2022 - Communicate for Business: Write, Email, Close the Loop. Learn how to write clearly and concisely in email and all business context, design a communication plan to make sure it sticks. April 26 – April 30, 2021 - Services Training (Onboarding and Optimization) Virtual Training – Majorel May 26 – May 29, 2020 - Performance Management Fundamentals and Situational Leadership Virtual Training – Majorel August 04, 2020 - Effective Leadership Communication Virtual Training – Majorel September 15, 2020 - Managing Your Time More Effectively Virtual Training – Majorel November, 2004 December, 2004 (120 hours) – Professional Caregiver for Child Care Handmaids of Mary for Children Center Inc. October 25, 2004 to October 30, 2004 – Philippine National Red Cross First Aid Training & Basic life Support Skills: ▫ Can work under pressure, flexible, adaptive, resourceful, organized, creative and persistent. ▫ Goal oriented. ▫ Ability to handle the queries of customers and resolve them to provide customer service satisfaction. ▫ Effective interpersonal communication skills. ▫ English proficient, speak fluently. ▫ Has the ability to multitask. ▫ Attention to detail. ▫ Skilled with Microsoft Word, PowerPoint, Excel / Google sheets. ▫ Knowledgeable in record keeping, managing emails, calendars, and document management. EDUCATIONAL BACKGROUND TERTIARY : UNIVERSITY OF SANTO TOMAS Bachelor of Science in Commerce – Business Administration- SECONDARY : ST. MARY’S COLLEGE, Q.C- PRIMARY : ST. MARY’S COLLEGE, Q.C- OTHER : ST. AUGUSTINE SCHOOL OF NURSING Professional Caregiver January 26, 2004 December 15, 2004 * Character reference shall be available upon request.