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Customer Service Manager

Location:
Toronto, Ontario, Canada
Posted:
November 16, 2018

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Resume:

GEMMA ANGELA P. MARQUEZ

** ****** ********

North York, Ontario M2H2T3

E-mail: ac7ptv@r.postjobfree.com

Mobile: +416-*******

CAREER SUMMARY

Administrative & Facilities Management

Integrated Facility Management – Certified Building Construction Authority Singapore

• More than 8 years of experience and exposure in Facilities & Administrative Management.

• Knowledge and understanding of various sectors such as operations, technical services, asset, real estate and property management.

• Strong Organizational & Administrative Skills not limited to Facilities but for any office administrative role.

• Consistent track record in successfully providing solution for Facility & Administrative management matters.

• Experience in handling projects from conceptualization phase to project completion.

Customer Service Management

• Professional and results-driven with more than 10 years of experience in customer service management either through phone or face to face interaction.

• Exceeded client expectations, and support service as well as other customer service goals.

• Highly skilled in dealing with challenging customers that involves immediate solution of their issues or request.

• Excellent organizational and interpersonal skills

• Possess knowledge of total customer satisfaction.

WORK EXPERIENCES

Autodesk Canada Co.

Facilities Coordinator

August 21, 2017 – Present

Canada

Key Responsibilities:

ADMINISTRATIVE

• Provide coverage support for Receptionist if required. Greet guests, answer incoming calls, manage room bookings in Outlook Calendar.

• Manage budgets as it relates to projects and operating costs

• Manage invoices by submitting to Accounts Payable on time and following up Invoices with vendors and suppliers.

• Manage Expense Reports for the team and making sure that all expenses are submitted on time.

• Manage Janitorial and Kitchen Supplies Inventory and ordering.

• Manage Events, Tickets, Head Counts Quarterly Reports and Floor Plan updates.

• Manage Share Point site for the Facilities Team.

FACILITIES

• Manage BIM360 ticketing application for service, repairs and maintenance, determining the nature of the problem(s) and either completing the request or recommending appropriate solutions to customers in a timely manner.

• Support maintenance mechanics and facilities staff by performing duties such as audio/visual set-up, event set-up and internal employee moves.

• Provide and Maintains the new and current Preventative Maintenance System of the company.

• Perform ongoing facilities maintenance inspections of common areas by conducting “walkthroughs” of site to ensure compliance with local health and safety regulations.

• Model company safety policies and participate in Emergency Response Team efforts.

• Handles the Security Badge System of the company. Update and Print employee badges for new hires and existing employees of the company.

• Provides coaching to less senior Facilities Coordinators.

COORDINATION

• Coordinate with outside contractors on facilities and equipment repairs and internally with other departments (such as EIS).

• Responsible for timely reporting and correction of any discrepancies using the Action Request process.

• Develop and maintain positive working relationships with landlord and/or property management and external service vendors.

• Maintain knowledge of building management’s policies and procedures manual and maintain building specific files.

• Initiate regular contact with department managers to understand needs and take action to resolve issues that may arise.

• Responsible for communicating to site occupants regarding facilities issues, office news, and/or updates. In some cases, (may) perform the duties of the Facilities Manager during position vacancies or during the Facilities Manager’s absence.

• Lead and coordinate Event projects.

Autodesk Asia Ltd

Facilities Executive (ASEAN)

October 1, 2012 – May 30, 2016

Singapore

Key Responsibilities:

• Supports the Regional Facilities Manager, proactively coordinates day-to-day (soft services and technical) facilities operations.

• Execute Facilities Projects and for the company and coordinate all works and to do’s to the vendors.

• Manages office maintenance & upkeep of office facilities.

• Coordinates with outside contractors or internal departments on facilities and equipment repairs.

• Responsible in sourcing out Vendors and ask for RFP’s for comparison.

• Provides general administrative and facilities duties, including access control and the management of the APAC Badging Center.

• Responsible for internal moves and other activities such as mail deliveries, shipping & receiving, inter-office transportation of equipment, and serves as back-up Receptionist.

• Develops and maintains positive communication and working relationship with internal staff, landlord and/or property management and external service vendors.

• Responsible for communicating to site occupants regarding facilities issues, news, and/or updates.

• Maintains quarterly budget and provides support on invoicing issues related to and working closely with the local Finance Business Partner.

• Collates data for quarterly business reporting and for survey reports (if needed).

• Update and maintain all Administration files, including supporting ad hoc in-country office administration needs.

• Manage the provision of all office services, ie, food and beverage, phone, fax, mail, stationary, courier services, printers, audio and video equipment.

• Provide support to internal and external office events, office tours and any set-up that requires facilities assistance.

• Responsible for Makati, Philippines service office not limited to rental and incidental related charges.

• Makati, Philippines staff, go-to-person for any facilities and real estate matters that needs coordination to the local Building Management.

ISS Facility Services

Facility Executive

Account: Goldman Sachs

March 1, 2011 – September 30, 2012

Singapore

Key Responsibilities:

• Maintains and updates facilities database, specifically for conference room bookings.

• Efficiently coordinates soft services vendor in providing their services.

• Performs full front desk role.

• Accommodates work space requests from users.

• Provided support during relocation.

• Initiated work flow for selected service areas.

• Invoices and Payment Administration.

• Ensures that all Helpdesk requests are documented and completed.

• Quick and timely response to correspondences.

Jones Lang Lasalle

Conference Administrator cum Receptionist

Account: Royal Bank of Scotland

July 2008 – December 2009

Singapore

Key Responsibilities:

• Provide quality front desk support.

• Responsible for screening and redirecting the calls and taking messages as required.

• Attend to visitors, guests and VIPs.

• Ensure smooth operation of all the reception areas and conference rooms.

• Handle conference room booking and reservations.

• Ensure smooth preparation and set-up of conference areas.

• Facilitates soft service requests and all building and office related concerns.

PeopleSupport Inc.

Peer Trainer/Sales Executive/Customer Service Executive

Account: Expedia.Com USA (Business Process Outsource)

February 6, 2006 - July 23, 2007

Makati, Philippines

Banco de Oro Universal Bank

Marketing Associate

Account: Consumer Auto Loan

May 1, 2005 - February 3, 2006

Mandaluyong, Philippines

Sykes Asia Inc.

Customer Service Professional

Account: Prudential Financial Insurance USA (Business Process Outsource)

November 2003 - January 2005

Makati, Philippines

EDUCATIONAL BACKGROUND

Philippine School of Business Administration

Bachelor of Science in Business Administration

Major in Marketing

Manila Philippines

Certifications:

JHSC – Joint Health & Safety Committee Certified – Part 1

Standard First Aid & CPR/AED Level C - Certified

Transportation of Dangerous Goods – Certified

Integrated Facility Management Certified – Building and Construction Authority Singapore

IELTS Passer (Score: 7.5) – British Council

I hereby certify that the above information is true to the best of my knowledge.

Employee reference is available upon request.



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