Customer Service Representative
Resume:
CURRICULUM VITAE
ROSE MALLARI PUNZALAN
acf8iq@r.postjobfree.com
SUMMARY OF QUALIFICATIONS
Highly accomplished CRM Administrator/ Senior Business Analyst with a verifiable track record of managing complex IT
projects and exceeding expectations. Practiced in clarifying business requirements, performing gap analysis between goals
and existing procedures/skill sets, and designing process and system improvements to increase productivity and reduce
costs. Experience in the implementation of CRM, Employee Relationship Management, and Partner Management systems
implementing business and functional requirements for Marketing, Lead Generation, Sales Support, Sales Operations
Administration and CRM (Salesforce.com, Oracle) implementation and management services. Strong leadership experience
in managing a team of business analysts in developing strategic reporting systems using Qlikview and other platforms.
Strong interpersonal skills, highly adept at diplomatically facilitating discussions and negotiations with stakeholders.
Recognized project management skills, consistently deliver complex, large-scale projects on time and within budget.
Broad-based business acumen; rare blend of analytical skill, technological acumen, and management/leadership
capabilities.
CORE COMPETENCIES
o o
Process Analysis & Redesign Troubleshooting & Issue Resolution
o o
System Solution Architectures Management of Cross-Functional Teams
o o
Project & Delivery Methodologies Large-Scale Project Management
o o
Project Management & Tracking Middle Office Operations
o o
Process Reengineering Business Case Development
o o
Change Control Management Management & Project Reporting
o o
Systems Requirements & Integration Financial Reporting & System Development
o o
Budgeting & Planning Workflow Documentation & Optimization
o Cost & Resource Estimates
o Project Risk & Scope Analysis
PROFESSIONAL EXPERIENCE
Salesforce SYSTEM ADMINISTRATOR/CRM Analyst
BUSINESS ANALYTICS LEAD
SUNPOWER PHILIPPINES LTD –
Regional Operating Headquarters
Shared Services Organization
Binan Laguna
April 2008 to present
o Enhancing and documenting CRM business processes as required.
o Working with key business stakeholders driving improvement and enhancements to the SalesForce platform.
o Support contact for SalesForce CRM cases.
o Day to day administration & maintenance of SalesForce.com platform
o Support the loading of all data into the system.
o Monitoring the integrity of the SF platform, both data quality and setup
o Management of SalesForce Production and Sandbox instances.
o Building and maintaining reports and dashboards in the SF platform.
o Knowledgeable in relational database and report creation out of data mining and varying data sources.
o Supervises a team of developers and analysts in designing, development and deployment of reporting solutions
using Qlikview Business Intelligence platform and Qlikview application development, report automation and
process analysis and measure company’s performance and KPI to check process gaps and find areas for
improvement.
o Responsible in measuring performance of different functions through different metrics based on data from various
systems of the company.
CURRICULUM VITAE ROSE
MALLARI PUNZALAN
acf8iq@r.postjobfree.com
o Bridges gaps with stakeholder requirements and business systems for new improvement projects being
implemented by the company especially those that related to database.
WORKFORCE ANALYST
Stellar BPO PHILIPPINES
Aug 2007 - Apr 2008
o Appointed POC(Point of Contact for a Specific Program), Lead Reports Analyst, and Secondary Scheduler as well
as back up for Real time Monitoring.
o In-charge of generating reports related to KPI's for the specific account being supported and ensuring that all
reports being furnished within the Group are accurate.
o Use various tools in process reports for the Management. Documents system-wide issues and prepares reports
needed in analyzing the site performance.
o Plans, organizes, and manages the workforce through accurate forecasting, staffing calculations, and scheduling.
Facilitate, rollout, and implement schedule changes to maintain appropriate staffing levels by agent skills.
o Works closely with HR teams developing and implementing work schedules, vacation, holidays and other
scheduled time off.
o Ensures scheduling of breaks, meetings, training, and special events are coordinated so service levels are not
compromised.
o Real time monitoring of the program performance.
o Assists Operations in the implementation of action plans for the strategic initiative that pertains to real-time
management
CSADMIN ASSISTANT/WORKFORCE SPECIALIST)
Blue Frog Media, Inc.
Jun 2006 - Sep 2007
o Furnishing daily production report as well as consolidation of data for the weekly, monthly and annual production
report.
o Plans, manages workforce through effective forecasting, staffing and scheduling.
o Work closely with HR regarding employee benefits, leaves, holidays and other scheduled time offs.
o Involve in setting up the M&P's of the company in the Production Department.
CUSTOMER SERVICE REPRESENTATIVE
Convergys Philippines Corp
Apr 2004 - Apr 2006
o Tracking, arranging, and tracing shipments for various customers
o Responsible in maintaining customer, prospects and competitor databases and assessing, devising, and
implementing marketing promotions.
o Responsible in answering customer’s inquiry and providing effective solutions to customer complaints to gain
their loyalty in the company.
TRAINING/CERTIFICATIONS/WORKSHOPS/SEMINARS
Dreamforce’13
San Francisco, California USA – November 18-21, 2013
Salesforce Annual Event allowing participants to connect with the biggest cloud computing community. They also offer
hands on training sessions, forums, discussion about the platform as well as sharing best practices based on Salesforce
Implementation experience of their wide customer based.
Certified SalesForce System Administration
San Mateo, California USA - June 2012
Administration Essentials (ADM 201) covering setup, configuration, and maintenance organizations’ Salesforce
applications.
CERTIFICATION NUMBER: 1867170
ISSUED MAY 6, 2014
CURRICULUM VITAE ROSE
MALLARI PUNZALAN
acf8iq@r.postjobfree.com
QlikView Developer
October 2011
Comprehensive training on building QlikView documents, data models, creation of the proper data connections and
scripting fundamentals through a series of lectures and hands on exercises focused on introduction to advanced interface
design and business cases.
QlikView Designer
October 2011
Scenario-based course covering the fundamentals of building QlikView applications with a mixture of demonstrations and
hands-on exercises which include user interface layout, design fundamentals, creating QlikView application with sheets as
well as best practices in design.
Six Sigma Greenbelt Training
Aug 1, 2008 - Oct 30, 2008
Ateneo Graduate School/SunPower
Six Sigma business management strategy training focusing on tools and techniques to lead and deliver Six Sigma projects
aiming to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing
variability in manufacturing and business processes.
8D Problem Solving Process Tools Training
A 5-day workshop covering practical use of common problem-solving tools including technical concepts, classroom
discussion, and hands-on exercises.
EDUCATIONAL BACKGROUND
Awarded diploma in B.S. Computer Engineering, April 2004 at Polytechnic University of the Philippines
Completed Secondary Education at Bataan State College in April 1998.
PERSONAL DATA
Thirty-three year-old female, single, Roman Catholic.
Willing to travel.
With Valis US Visa expiring June 2022
REFERENCES
Yvette Ilagan
Senior Customer Services Manager
SunPower Corporation
acf8iq@r.postjobfree.com
Darwin Natividad
BI Developer
acf8iq@r.postjobfree.com
Beverly Villanueva
Marketing Team Lead
SunPower Corporation
acf8iq@r.postjobfree.com
Maureen Opulencia
Business Analytics Team Lead
acf8iq@r.postjobfree.com
Oliver Fernandez
Workforce Supervisor
Stellar Global Solutions Philippines
CURRICULUM VITAE ROSE
MALLARI PUNZALAN
acf8iq@r.postjobfree.com
Contact this candidate