Customer Service Manager

JOHANNA PIA REYES

C: +974-****-**** ************@*****.***

PROFESSIONAL SUMMARY

Dependable administrative professional skilled at managing diverse needs in challenging, fast-paced environments. Friendly and energetic professional with remarkable communication and prioritization skills. Seeking a position in a company for which my credentials and skills would qualify. SKILLS

• Excellent communication skills

• Schedule management

• Accurate and detailed

• Self-directed

• Dedicated team player

• Resourceful

• Report analysis

• Problem resolution

• Employee training and development

• Filing and data archiving

• Extensive vocabulary

• Advanced clerical knowledge

• Critical thinker

• Results-oriented

• Excellent planner and coordinator

• Deadline-oriented

• Documentation

• Staff Motivation

WORK HISTORY

Executive Assistant

Arnold Dix ALARP LLC – Doha City, Qatar, 10/2017 to Current

• Manage the CEO's complex and frequently changing travel arrangements and coordinated the pre- planning of trips

• Manage external contacts for CEO and kept track of periodic communication needed for priority contacts

• Maintain an organized filing system of paper and electronic documents

• Develop and sustain a level of professionalism among staff and clientele

• Filing and retrieving corporate records, documents and reports

• Facilitate internal communication (e.g. distribute information and schedule of inspections)

• Carefully write down all phone messages and relayed them to the appropriate personnel

• Create regular reports and update internal databases

• Create expense reports, budgets and filing systems

• Process travel expenses and reimbursements

• Locate and attach appropriate files to incoming correspondence requiring replies

• Performing office duties that include ordering supplies and managing a records database

• Act as point of contact between employees/clients

• Provide general administrative support

• Suggest more efficient ways to run the office and troubleshoot malfunctions

• Review and recommend changes to company policies Document Controller

KEO International Consultants – Doha, Qatar, 03/2013 to 10/2017

• Reviewed all final correspondences for dispatch to various contractors as well as all incoming correspondences from various contractors for distribution

• Served as a liaison between support groups within the team by scanning, renaming, copying, filing and uploading to shared folder/server

• Provided support to all Managers, Engineers and technical officers with regards to drawings, Operation

& Maintenance Manuals etc. and to upload the same to the SharePoint

• Maintained related files and prepared request for reproduction of documents

• Responsible for all clerical work, incoming and outgoing emails, maintained a tracking facility to enable documents to be updated easily

• Kept a well-organized files and ensured confidential information and documents were handled with complete discretion

• Arranged files, documents and record of incoming and outgoing transmittals

• Responsible for the processing of reports (monthly, bi weekly, end user) as well as processing of progress and technical reports

• Provided clerical support to company employees, including copying, faxing and file management

• Answered and managed incoming and outgoing calls while recording accurate messages

• Opened and properly distributed incoming mail

• Obtained signatures for financial documents and internal and external invoices

• Greeted incoming guests/visitors in a professional manner and provided friendly, knowledgeable assistance

• Answered telephone inquiries from clients, vendors and the public

• Performed other related duties as required and assigned Assistant Business Manager

Bank of The Philippine Islands – Ayala Alabang Branch, Philippines, 12/2011 to 10/2012 Bank of The Philippine Islands – New Alabang Branch, Philippines, 03/2010 to 11/2011 Bank of The Philippine Islands – Legaspi Gamboa Branch, Philippines, 05/2009 to 02/2010

• Extensive knowledge of banking and financial services

• Proficient in building and maintaining good relationship with customers

• Good problem solving and management skills

• Performed tasks of selling bank products to customers and prospects by opening new accounts, including consumer loan products and insurance products

• Provided supervision and direction of the office in the absence of the Manager

• Conducted training for new employees

• Monitored work performance and prepared work schedules of all bank staff to ensure 100% efficiency and moved towards zero-defect level in the quality of transaction processing

• Prepared and updated daily reports to the Manager for a smooth day-to-day operational activities

• Handled and solved account related issues and maintained a positive relation with customers Officer Trainee

Bank of the Philippine Islands – Makati Head Office, Philippines, 09/2008 to 05/2009

• Successfully passed the Officership Training with flying colors Senior Service Associate

Bank of The Philippine Islands – Ayala Alabang Branch, Philippines, 02/2008 to 08/2008 Bank of The Philippine Islands – Alabang Madrigal Branch, Philippines, 07/2006 to 01/2008

• Acted as universal reliever to Customer Service Representative, Customer Service Associate, and Universal Processor

• Acted as universal checker for the branch and signatory to internal documents and co-signatory to external documents

• Reviewed and authorized T-accounts, Internal documents within prescribed authority limit, daily systems reports except the critical reports, Significant Balance Change Reports, List of New Accounts Opened for the Day, List of File Maintenance done by the Branch, List of Improperly Handled Accounts, AMLA-CTR Transaction Reports, Exception Activity Reports, Tellers' Proofsheets

• Moved towards a zero-defect level in quality of transaction processing Customer Service Associate

Bank of The Philippine Islands – Alabang Madrigal Branch, Philippines, 03/2003 to 06/2006

• Handled all major staff functions in branch, notably new accounts, universal tellering, marketing, loans, and bookkeeping

• Acceptance of cash and checks deposits of regular clients. Acceptance of Special Banking Arrangements

/ Miscellaneous payments

• Processed account opening of the various products of the bank such as but not limited to Savings Accounts, Current Accounts, and Time Certificates of Deposit, and explaining its benefits and features to the customers

• Facilitated end-of-day balancing of all bank transactions. Facilitated preparation of outgoing Telegraphic Transfers. Monitored Foreign Currency rates daily

• Helped in generating referrals, consolidated, and cross-sold to existing clients by offering the various products and services of the bank

• Assisted in other frontline transactions whenever necessary and acted as alternate to the Time Deposit Clerk

• Instilled and professed the institutional objective of service excellence

• Performed other functions that may be assigned from time to time, including those which are the subject of new guidelines

High Counter/Teller

Bank of The Philippine Islands – Alabang Madrigal Branch, Philippines, 09/2002 to 04/2003

• Ensured completeness and authenticity of received bank notes and checks for deposit and encashment to clients with proper verification of signature on source documents

• Helped in generating referrals, consolidate and cross-sell all bank products to existing relationship and new clients that contributed to meeting goals and target of the branch Administrative Assistant / Collection Specialist

BPI Card Collections Department – Makati, Philippines, 08/1998 to 08/2002

• Prepared and submitted MIS reports to the Department Head

• Functioned as the Department's secretary and caters to 6 other different supervisors in the Department

• Ensured that all collection remedies have been executed and completed all documents preparatory to filing of cases

• Encoded supplemental information such as billings, payments, cases filed, records of returned checks of delinquent cardholders

• Carried out all collection actions and remedies required on delinquent accounts assigned. Maintained/updated cardholder and customer records of those cardholders with delinquency records

• Received calls from cardholders for requests for change of address, cancellation of cards, updated records – e.g. telephone numbers, block codes. Requested manual collection letter generation (Lawyer's Letters)

EDUCATION

Bachelor of Science: Biology, 1995

De La Salle University-Dasmariñas - Dasmariñas, Philippines High School Diploma: 1991

DIVINE WORD ACADEMY - Dagupan, Ilocos Region, Philippines Primary Level: 1986

BF Homes School - Las Pinas, Philippines

RELATED PROJECTS

Arnold Dix ALARP LLC

• Al Bayt Stadium

• Khalifa Stadium & Museum

• Doha Oasis Apartments Project

• Doha Oasis Hotel Tower

• Aspire Park Edutainment Complex

• Aspire Academy Expansion Project

KEO International Consultants

• Hamad International Airport - Technical Support Team for Facilities Management

• Ministry of Youth and Sports - The Development of First Grade Sports Clubs Phase 2

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