Violaine Arcilla Fernando

 Violaine Fernando 1133 Pedro Guevarra St. Sta. Cruz, Manila- - OBJECTIVE: Effective and self-driven individual securing a position where I can bring my strong excellent secretarial, administrative, customer service, receptionist experience, great attention to detail and accuracy, and a desire to succeed in a fast-paced environment and to provide effective support to the office. SPECIAL SKILLS: Microsoft Office: Word, Excel, PowerPoint, Outlook and Adobe Photoshop Proven secretarial, receptionist and administrative experience Excellent communication skills in English (oral and written) Proficient in CRM/SAP, Siebel, Oracle, Citrix, and Kronos Can relate well with different diverse personalities (in terms of human relation) Highly-motivated, pro-active, and enthusiastic Able to work methodically, accurately and neatly Good work ethics Excellent time management skills and ability to multi-task and prioritize work WORK EXPERIENCE Receptionist / Administrative Assistant - September 2015 – May 2016 Etisalat – Credit Link Channel Partner Karama, Bur Dubai, UAE Directs visitors to the office to appropriate staff members Answering telephone enquiries from customers and provide accurate information Prepare letters of administrators and staffs Handle petty cash and do basic accounting Create and make invoices, quotations Perform other clerical receptionist duties such as filing, photocopying, scanning, faxing, etc Organize company events Create and make quotations and LPO’s Responsible in creating daily, weekly, and monthly reports Serves as liaison between management and staff by transmitting information, following up an assignment, and explaining appropriate work instructions Explain mobile phone plans and plans to customer Collected, compiled, arranged and retained reports, records, files and data Assist in creating and revising forms; petitions, contracts, or other documents to determine if prescribed requirements are met for acceptance or approval Schedule and coordinate meetings, appointments, and travel arrangements for manager Senior Customer Service Associate / Administrative Assistant - December 2014 to August 2015 Xerox Business Services Philippines, Inc. – Health Care Services –Distribution of Pharmaceuticals and Medical Products Paranaque City, Manila Philippines Order Entry / Data Encoder Assist and resolve customer inquiries Email and Fax customer’s order Calling credit management to transfer customer’s call and or to coordinate with their bill issues Do outbound calls and verify customer’s information (process Debit – Credit and Returns) Processes customer’s daily order Coordinates with warehouse operations for cancellation and shipping dates Prepares and issues packing slips, invoices, and delivery note Prepares weekly, monthly, and KPI reports Responsible in generating, issuing, and tracking of invoices Monitors and submits credit note and invoices for processing Handles and prepares credit note for quality issue and short deliveries Receptionist / Assistant Secretary – September 2010 to November 2014 SM Corporate – Makati City, Philippines Search for and bid for new projects Determine department’s goals and requirements of the project Specify materials and furnishings, such as lightning, furniture, wall finishes, flooring, etc Create a timeline for the interior design project and estimate project costs Prepare final plans, using computer applications Place orders for materials and oversee installing the design elements Sketch preliminary design plans Create and make invoices and quotations Visit after the project to ensure that the management is satisfied Answer calls from customers regarding their inquiries Welcomes visitors by greeting them, in person or on the telephone Collected, compiled, arranged and retained reports, records, files and data Screened telephone calls and guests and resolved routine and multifaceted inquiries Perform other clerical receptionist duties such as filing, scanning, photocopying, collating, faxing, etc Prepare letters of administrators and staffs Serves as liaison between management and staff by transmitting information, following up an assignment, and explaining appropriate work instructions Schedule and coordinate meetings, appointments and travel arrangements for Managers Creating memorandums Organizing company events Liaising with relevant organizations Determines needs and orders office supplies, equipment and repair Assists in creating and revising forms; petitions, contracts, or other documents to determine if prescribed requirements are met for acceptance or approval Senior Customer Service Associate / Administrative Assistant - July 2007 to July 2010 TeleTech Holdings – Mall of Asia Pasay City, Philippines Directs visitors to the office to appropriate staff members Keeps informed of office details and advises management of problems Maintain and update contact lists Schedule and coordinate meetings, appointments and travel arrangements for managers Determines needs and orders office supplies, equipment and repair Take down and prepare minutes of the meeting Answering telephone enquiries from customers, attend to visitors and assist other staff with their enquiries Perform data entry and scan, fax documents Serves as liaison between management and staff by transmitting information, following up an assignment, and explaining appropriate work instructions Prepare and modify documents including correspondence, reports, drafts, memos and emails Assist in resolving any administrative problems Resolves administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions Chat and Email Support Handling Create, cancel, update customer’s account Receive calls for payments (collections) and inquiriesand process customer’s daily orders Handles high call volumes Data Encoder Take down and prepare minutes of the meeting Assist with placement of orders, refunds, or exchanges Inform customer of deals and promotions Own and resolve the reason for the customer’s call in a very timely manner. Responsible for creating and sending daily, weekly and monthly reports, and KPI’s EDUCATIONAL BACKGROUND Tertiary: June 2003 – March 2007 Perpetual Help College of Manila BS Nursing PERSONAL BACKGROUND Age: 33Gender: Female Civil Status: Single