Venus Geronimo

VENUS GERONIMO Blk 39 Lot 18, Simona Subd., Brgy. San Isidro, Taytay Rizal, Philippines, 1920- Professional Summary Dedicated typist with sixteen (16) years of experience combining management and customer service expertise in transportation, telecommunications, and business process outsourcing industry.  Looking for a position as Online Typist, Virtual Assistant in your prestigious company and greatly challenged by this new endeavor in my employment history.  Skills Personnel and Human Resources Judgment and Decision Making Law and Government Administration and Management Customer Service Critical Thinking Active Listening Reading Comprehension Work Experience Administrative Manager May 2014 – Dec 2017 TELESYNC Technologies and Solutions, Inc. | Pasig, NCR Analyze internal processes and recommend and implement procedural or policy changes to improve operations, such as supply changes or the disposal of records. Set goals and deadlines for the department. Prepare and review operational reports and schedules to ensure accuracy and efficiency. Plan, administer and control budgets for contracts, equipment and supplies. Direct or coordinate the supportive services department of a business, agency, or organization. Provide technical and logistical support for all administrative personnel. Hire and train new administrative employees. Manage employees; assign and assist with projects. Carry out employee evaluations; provide feedback and ways to improve the process. Communicate between employees and upper management. Set financial goals, communicate and follow goals accordingly. Terminate clerical and administrative personnel. Call Center Supervisor Apr 2010 – Apr 2014 ALORICA Philippines formerly West Contact | Makati City, NCR Manages the call center’s team of agents. Circulates the room periodically every day to listen to conversations and provide instructions. Remains available at all times for agents’ questions and concerns. Handles calls from customers who wish to speak to a supervisor for whatever reason. Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls. Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time. Informs management when wait times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up and calling a competitor. Reviews all call reports including agents’ “Average Handling Time.” Maintains call agent attendance records. Trains new call center agents. Meets with management to report the progress of the call agent team. Provides helpful feedback and positive communication to motivate call agents. Runs regular staff meetings with the call agent team. Keeps up with industry news. Trains call agents on newly acquired computer or telephone/avaya equipment as well as new products and services offered by the company. Communicates any company policy and procedure changes to call agents. Ensure agents participate in continuing education to maintain any required certifications. Maintain any certifications the company requires of supervisors through continuing education or advanced training. The great motivator and influencer of the team. Customer Service Representative Sep 2004 – Apr 2010 TELEPERFORMANCE Philippines | Paraňaque City, NCR Handle clients' complaints, questions inquiries concerning billing, products, equipment, claims, services, and reports problem areas with the utmost degree of professionalism and courtesy with an aim to resolve issues of the customers within one call. Deal with business transactions associated with new customer account activation on the terminal of the computer. Provide alternative solutions with an aim to retain the customer's business. Make financial decisions in order to manage customer accounts and collect or protect revenues. Communicate and confer with customers by using various web-based tools. Work in single or multiple skill sets or queues over different channels of customer contac Use mechanized systems to handle customer request and organize as well as complete service orders. Keep track of the improvement in customer retention through programs and provided services. Make recommendations on upgrades, features, rate plans and accessories as per client's requirement. Stay updated with the knowledge of each service, products, and promotions. Human Resources Supervisor Mar 2001- Jul 2004 AVIS Taxi and Rent-a-Car | Pasay City | NCR Prepare or maintain employment records related to events such as hiring, termination, leaves, transfers, or promotions, using human resources management system software. Interpret and explain human resources policies, procedures, laws, standards, or regulations. Inform job applicants of details such as duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities. Address employee relations issues, such as harassment allegations, work complaints, or other employee concerns. Maintain and update human resources documents, such as organizational charts, employee handbooks or directories, or performance evaluation forms. Confer with management to develop or implement personnel policies or procedures. Select qualified job applicants or refer them to managers, making hiring recommendations when appropriate. Review employment applications and job orders to match applicants with job requirements. Perform searches for qualified job candidates, using sources such as computer databases, networking, Internet recruiting resources, media advertisements, job fairs, recruiting firms, or employee referrals. Develop or implement recruiting strategies to meet current or anticipated staffing needs. Analyze employment-related data and prepare required reports. Educational Background Polytechnic University of the Philippines – College of Law | Manila, NCR Juris Doctor | Jun 2015 – Mar 2017 Undergraduate - 2nd Year Member, PUP College of Law Volleyball Team. Volunteer, PUP Office of Legal Affair Far Eastern University | Manila, NCR Bachelors of Science: Major in Psychology | Oct. 1991 Awarded Athletic Scholarship Student Scholar Athlete Member, FEU Tamaraw Women's Basketball Team - UAAP Siena College of Taytay | Taytay, Calabarzon High School Diploma | Mar 1987 Graduated with honors. Graduated with distinction.- - Best in Theology - Best in Conduct Leadership Awardee COLT of the Year Awardee - (Cadet Officer Leadership Training) Loyalty Gold Medalist Siena College of Taytay | Taytay, Calabarzon Grade School Diploma | Mar 1983 Loyalty  Awardee Personally Prepared by: Venus Radan Geronimo