Unit Manager

RAMONA JOY C. DAVID ** Albatross St. Pacita Complex 2 San Pedro, Laguna, Philippines 4023 (02) 869 0043; 091******** ************@*****.*** WORK EXPERIENCE Capital One Phils. Support Services Corp. (October 2013 - Present) Unit Manager ** Account acquired from HSBC Handles team of 16-17 associates Able to do Performance Management (quality monitoring of calls, drives performance in relation to CSAT, ASAT, AHT and other discipline metrics, development of associates through skill builders and coaching, admin tasks) HSBC Electronic Data Processing, Phils. (November 2008 - September 2013) Assistant Manager for Operations (March 2011) **Account sold to Capital One Handles a team of 12-13 agents Able to do Performance Management (monitor calls, do coaching, skill builders and training to help associate improve their skills in sales and customer service, does goal setting and touchbases, admin tasks) Customer Service Associate (High Sales) (November 2008 - February 2011) Worked as O.I.C. and undergone training for leadership development Able to conduct call monitoring and coaching for newly hired and trainees Provides assistance to customers' concerns Offers and sells enhancement services Performs other duties and responsibilities assigned by Team Leader (able to complete team's exceptions and other admin tasks, plan and execute team ad-hocs to increase team performance in sales and other KPI's) Awarded as one of the Dean's Lister for 2009 for Retail Services Best in CE Award (November 2009) Nominated for Call Of Excellence (October 2009) Awarded Magna Cum Laude for Retail Services in Sales (Jan. 2010) Awarded Voice of the Customer Top Gun for April 2010 Attended Rapport Building training (September 2010) Awarded Most Promising Leader Award (October 2010) Awarded OIC of the Month (November 2010) Swiss Deli Foods (February 2007 - December 2007) Quality Assusrance/ Training Officer QA in line for vegetable production QA documentation and record keeping for clients' audit (STAR audit, NMIS, LLDA,BFAD, etc.) Quality training of production staff Handles product complaints Yellow Cab Pizza Corporation (August 2006 - January 2007) Research and Development Officer Product development Raw materials testing as substitute for existing raw materials for cost reduction Supplier plant audit and accreditation R&D documentation and monthly summary of products approved and rejected Assists QA officer in handling store complaints and quality issues Pilot testing and monitoring of new products on store level Gives necessary guidelines to store crew regarding store procedures and practices Globus Gourmet Corp. (March 2006 - April 2006) Research & Development/ Quality Assurance Assistant Product development of baked products, both old and new, as per request of client; QA in line for bakery production in the absence of QA in line staff Product presentation(new product lines) Assists R&D Manager for other projects International Family Food Services, Inc. (Shakey's Phils.) (February 2004 - September 2005) Quality Assurance/Research and Development Assistant Batch sampling and testing of existing items (Physical and sensory evaluation) Acceptability/ rejection report of existing items Product testing (Physical and sensory evaluation) of alternative items Physical evaluation of packaging materials Equipment testing and monitoring prior to store opening (calibrated temperature) Assists R&D Supervisor for product development Handles product complaints (verification/ validation & supplier notification) Occasional store audit and quality check Plant audit and accreditation of existing and new suppliers Handled crew training of new store products such as Ice Cream bar and Brewed coffee Completed revision of Product Technical Specifications Completed Delivery, Handling and Storage guidelines for in house warehouse Performed in house training of Warehouse guidelines Filia Foods, Inc. (Whammos/ Big Bob's) (August 2003 - October 2003) Quality Control Incoming Officer Batch sampling and testing of existing raw materials (food and non-food) QA in-line for juice and confectionery production Physico-chemical and sensory evaluation for juices Stab testing of juices and confectionery items Waste water monitoring (pH monitoring) Packaging returns report SGS Phils. (assigned to Diageo Phils. under ADDForce Agency) (June 2003 - July 2003) Quality Control Inspector Physical and sensory evaluation of products for export Daily report on products checked Gardenia Bakeries Philippines (October 2002 - February 2003) QA Assistant (on the job training) Batch sampling and testing of food and packaging materials Shelf life testing of bread Bread scoring Daily report on tests performed EDUCATIONAL BACKGROUND June 1999 - April 2003 University of the Philippines - Los Baños Bachelor of Science in Food Technology Specializations on: Dairy Science Food Hygiene and Sanitation College Scholar and Honor Roll (1999) June 1995 - March 1999 Colegio San Agustin - Biñan High school graduate Class section First Honors (1998-1999) Class section Honor Roll (1995-1998) Loyalty awardee (1999) June 1987 - March 1995 Colegio San Agustin - Biñan Elementary graduate Blue and Red eagle awardee (1987-1992) AFFILIATION Baptist Youth Sowers for Christ - UP Los Baños PRO/ Secretary (2002-2003) REFERENCES Juan Gonzalo Nuyda - Senior Unit Manager Capital One Phils, Support Services Corp. Alabang 091******** Cynthia Anne Rivera - Team Leader First Source Alabang 093******** Mark Philip B. Tanael - Unit Manager Capital One Phils, Support Services Corp. Alabang 091********