Customer Service Manager
Resume:
MARIA RHODORA REYES SANTOS
*** ***** ******* ******, ** 91789
******************@*****.***
CAREER OBJECTIVE:
A Market Research Analyst where I can make effective use of my skills and abilities towards achieving the goals of the organization.
SUMMARY OF QUALIFICATIONS:
• Responsible corporate experience with a proven record of accomplishment in the areas of marketing, media planning, on-air TV trafficking, project management, market research tools, methodologies and analysis, strategic planning, coordination, customer relations, staff supervision, and general office operations.
• Experience working with syndicated research databases including TV audience analysis software of Kantar and Nielsen and integrated TV traffic systems software
• Computer proficiency in Excel, MS Word, Power Point, Lotus Notes, Outlook, Constant Contact and SPSS
• Fast-learner, good time management, problem solving skills, good reporting and presentation skills
• Ability to communicate effectively while maintaining good working relationship with co-workers, superiors, clients and staff from all levels of the organization
• Excellent verbal and written command over English and Filipino
• Able to multi-task on multiple projects at once, while maintaining good attention to detail
• Performs clerical duties such as filing, typing, faxing, answering phone, scanning, photocopying, etc.
• Legally authorized to work in the United States for any employer
WORK EXPERIENCE:
MARKETING ASSISTANT (SEP 2012 – DEC 2012), Marketing, FORTUNE MANAGEMENT CO. INC. (Seafood City)
• Designs, manages and implements ad-hoc market researches (i.e. Intercept survey, FGDs); summarizes and analyzes results and presents results of these researches to the Marketing Manager and Management
• Represents the company in company-sponsored events, promotions, trade-shows and in various industrial meets, and maintains good relations with Filipino-American Community Groups or Organizations
• Manages and maintains on-line marketing campaigns in company Website, Facebook and Constant Contact by providing current and up-to-date pictures, copy, information, announcement and promotion.
• Assists with press releases, place advertisements, events planning, direct marketing, collaterals, promotions and other marketing programs/strategies/directions
• Coordinates meetings, events and trade shows by identifying, assembling, and preparing requirements; establishing contacts; developing schedules and assignments; coordinating mailing lists.
• Performs clerical functions (i.e. including faxing, making copies, scanning, preparing and processing invoices or purchase orders for vendors, typing reports or advertorials, preparation of presentation) for the Marketing Manager
MEDIA/PROMO PLANNER (MAY 2006 - MAY 2012), Programming & On-Air Operations, ABS-CBN CORPORATION
• Develops media plans and supervises its implementation; assures that all media plan alternatives have been thoughtfully considered and details are accurately encoded in the integrated traffic system software.
• Makes decisions on the best form of media/schedule/frequency for specific programs and campaigns
• Leads and monitors day-to-day activities relating to execution and implementation of media plan ; at the forefront of on-air traffic situations or decisions as needed
• Ensures availability and quality assurance of all scheduled on-air media, including program materials, and promotion materials
• Monitors industry and market trends and competitive media landscape
• Maintains consistent contact with client, with a focus on building a strong relationship, trust and team-work
• Actively participate in long-range strategic planning.
SENIOR ANALYST (MAY 2001 - MAY 2006), Research & Business Analysis Division, ABS-CBN CORPORATION
• Plans, organizes, implements various market research studies (quantitative and qualitative in nature); facilitates in Focus Group Discussions (FGDs); conducts depth one-on-one interviews; leads in the preparation of discussion guide, screener, quantitative questionnaire, codebook and analysis; presents to clients results of these media studies.
• Analyzes viewership trends; prepares special reports/power presentations about the performance (ratings/viewership/profile) of Entertainment programs; gives recommendations to clients in fine-tuning Entertainment programs using market research data.
• Monitors industry, market trends and competitive media landscape.
SENIOR RESEARCHER (OCT 1998 - MAY 2001), Research & Business Analysis Division, ABS-CBN CORPORATION
• Assists the Senior Analyst in the planning, organization, and monitoring of media studies (quantitative and qualitative) focusing on the day-to-day task involved in fieldwork, data processing and documentation
• Maintains a database on competitive TV ratings and writes report on the weekly viewing trends and audience dynamics
RESEARCHER (NOV 1994 - OCT 1998), Research & Business Analysis Division, ABS-CBN CORPORATION
• Assists the Senior Researcher/Senior Analyst in the planning, organization, and monitoring of media studies (quantitative and qualitative) focusing on the day-to-day task involved in fieldwork, data processing and documentation
• Provides routinely released data to client (i.e. special analysis on ratings, switching patterns, changes in demographic composition, TARPs, and reach & frequency analyses)
STATISTICIAN (JUL 1994 – OCT 1994), Customer Service Division, UNIVERSAL MOTORS CORPORATION (Nissan Philippines)
• Provides data processing along with statistical results
• Prepares project feasibility studies on the automotive industry.
• Provides industry analysis, competitor’s strengths and weaknesses, new trends in the automotive industry
PERSONAL BACKGROUND
• Date of Birth : Will be provided upon request
• Place of Birth : Malolos, Bulacan, Philippines
• Civil Status : Single
EDUCATIONAL BACKGROUND
• BS Statistics, 1989-1994, Statistical Center, University of the Philippines, Diliman, Quezon City
• High School, 1985-1989, Holy Spirit Academy of Malolos, Malolos City, Bulacan
• Elementary, 1980-1985, Holy Spirit Academy of Malolos, Malolos City, Bulacan
TRAININGS AND SEMINARS:
• Guthrie Jensen Effective Presentation Skills, 2011
• Center for Leadership and Change Inc. Project Management, 2010
• Development Dimensions Inc. Interaction Management, 2008
• CARD Seminar on Marketing Information for Better Decision-Making, 2003
• Sixth MORES National Research Congress, 2002
• Brand Equity Seminar/Workshop, 2001
• UA&P’s Seminar on Industry Analysis, 2001
• The Customer Service Quality Program, 2001
• Business Writing Workshop, 2001
• Leading Successful Meeting, 2000
• CARD Seminar on Quantitative Research Methods in Marketing Research, 2000
• Speech Power Seminar on How to make Effective Business Presentations, 1999
• Telescope/Adwatch Training, 1999
• Advance Lotus Notes Training, 1999
• CARD Seminar on Better Understanding Customers through Qualitative Research, 1998
• CARD Seminar on Applications of Marketing Research, 1998
• CARD Seminar on Practical Marketing Research, 1998
• SAS Seminar on Forecasting Techniques, 1998
• Ned Roberto’s Seminar on Applied Marketing Research, 1997
• SAS Seminar on Fundamentals of the SAS System, 1997
• UA&P Seminar on Techniques in Business Writing, 1997
• SAS Seminar on Basic Statistics, 1997
• Third MORES National Research Congress, 1996
REFERENCES:
• Cynthia de Castro, Marketing Manager, Seafood City, **********@*****.***
• Alberto Cordero, Managing Director, ADLA, ************@*****.***
• Florida “Linggit” Tan, TV Production Head, ABS-CBN Corporation, ***********@***-***.***
• Nicanor Gabunada Jr, CEO, Omnicom Media Group Philippines, ***.********@*****************.***
• Richard Reynante, Convergence & Digital Films Head, ABS-CBN Corporation, ****************@***-***.***
• Clyde Rodrigez-Amarille, On-Air Operations Head, ABS-CBN Corporation, **************@***-***.***
• Oliva Carandang, Research Director, ABS-CBN Corporation, ***************@***-***.***
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