Spanish Professional
Resume:
ANNA MA. TERESA CARVAJAL- MIRANDA
35C Matiyaga, Central, Diliman, Quezon City
****.*.*******@*****.***
OBJECTIVE:
Mature executive career partner with cultivated social & organizational proficiency wishes to combine its background & personal bearing with tangible professional administrative talents to support in achieving the goals of a challenging organization. To utilize my professional & interpersonal skills to be diversified through a dynamic position which requires exceptional communication expertise & extensive business administration & management academic background & exposure.
SKILLS:
Competitive self-starter with consistent to adherence to standard, quality & excellence to production & operational management practices & implementations. Proven ability of procurement, hiring, scheduling, training & development plan of service crew personnel. Dynamic team player with values abreast with honesty & integrity. High-impact presentation and delivery skills. PC proficiency in Microsoft applications and Internet operations. Special interests include Financial Accounting, Marketing & Human Behavior/Resources in Organization. Competent in Written and Oral English & Spanish Bilingual individual person with Filipino/Tagalog proficiency as well.
COMPETENCIES:
Organizational & Developmental Management - Oversaw the production & operations of 100 people organization adherent to standard food, service & cleanliness of the store. Implementation of Total Customer Satisfaction & Total Quality Management. Experienced & trained in modern management practices. Recruited, trained, evaluated & mentored people ranging from service crew personnel from contractual to regular to management trainees.
Training – Senior Asst Store Manager from entry level to diversified training modules & development programs, product quality model leader.
Financial - Analytical in various industries as in-depth studies from the graduate school. Detailed oriented, good judgment/sensible planner, problem-solver & target achiever.
Technology – Conversant in terminology & competent in use of modern office & instructional technologies. Self-starter for immediate technology learning & aficionado. Initial SAP oriented.
PROFESSIONAL EXPERIENCE:
Convergys Philippines, Inc. July 2018 - Present
Spanish Bilingual Technical Support II & Financial Associate
• Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
• Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed.
• Solve problems that are generally unstructured & require extensive use of conceptual thinking skills and serve as a resource to other support personnel.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
•Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Clarify customer requirements; probe for understanding.
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance.
• Log all incoming calls and accurately complete case notes in the call tracking database.
Mexican Belly MNL October 2015 – March 2018
Consultant, Entrepreneur/Restaurateur
Planning menus and making food costing
Assessing and improving profitability on Return of Investment (ROI)
Leveraging Key Performance Indicators (KPIs) to Improve Profit Margin
CGI Group Inc. Jan. 30, 2017 – March 10, 2017
Spanish Service Helpdesk IT Analyst
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high-level of individual judgment to ensure outcomes of customer satisfaction.
Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.
Produces quality work and results
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Ensure fast and accurate turnaround of work and solve problems using agreed upon procedures
Develop a comprehensive understanding and mastery of all tools
Remain updated on products, policy, procedure and other important operational issues
SUTHERLAND GLOBAL SERVICES, Inc. November 2014 – August 2016
Spanish Bilingual Consultant Agent for AT&T Uverse Order Management Center
Back Office and Technical Support
Responsible for providing support for customers on repair operations of Internet Connectivity.
Assist customers by diagnosing problems, and providing resolutions for technical and service issues.
Responsible for customer satisfaction through effective handling of customer problems.
Ensure proper escalation procedures are followed through CRM and SLA.
Perform work in accordance to standardized policies and procedures.
Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills.
Freemont Foods Corporation, Mindpro Citimall, Zamboanga City 1996 – 2002
Jollibee Foods Corporation Leader in Quality Service Restaurant
ASSISTANT STORE MANAGER
Management Trainee - Jollibee, Formerly Manuela (Star Mall) March – August 1996
Opening Team (Planning Stage) September – October 1996
Borrowed Manager - Jollibee, Tutuban Center Mall October – November 1996
Opening Team (Actualization/Implementation) November – December 1996
Recruitment Manager February 1997 – June 2002
Training Manager February 1997 – June 2002
Product Quality Manager July 1997 – June 2002
Service Quality Manager January 1998 – June 2002
Store Marketing Officer January 1998 – June 2002
Administrative Manager June 1998 – June 2002
ACCOMPLISHMENTS:
Best Trainer for West Mindanao Area for the 1st Work Olympics year 2002
Extended Developmental Program for Regularization of Crew Personnel
Developed Program for Crew Scheduling & Monitoring
Best Training Program
Diversified Human Relations Manager
Competent People Skills
Adherence to Product & Service Quality
Implementation of Total Customer Satisfaction Supervision & Management
No lawsuit filed against Non-Regularization/Maltreatment/Illegal Extension of Contracts
EDUCATION:
Graduate of Master in Business Administration
Ateneo de Zamboanga University, 2004
Certificate in Spanish Language Level 15 (B2.2)
Instituto Cervantes Manila, 2018
Bachelor of Science in Commerce
Business Management & Administration
Ateneo de Zamboanga, 1995
Certificate in
Hotel & Restaurant Management
St. Scholastica’s College, Manila 1991
I, hereby, certify that the above stated data are true and correct to the best of my knowledge.
signed Ms. Anna C. Miranda updated :October 15, 2018
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