Czareenah M. Mangrubang

Shabiat Khalifa, Al Rayyan, Qatar

+974-***-***-** acro6m@r.postjobfree.com

Objective

To enhance my working capacities, professional skills, work ethics and to serve my organization in best possible way with determination and commitment.

Summary

Workforce/Traffic Analyst measures the number of employees or representatives needed to complete diverse work productivity requirements. Determine output per employee, works with managers to establish productivity goals and plans on the best way to train and improve the workforce to meet certain demands. Customer Service Representative deals with customers’ after sales complaints and inquiries. Quality Assurance Specialist ensures employees’ excellent performance be delivered according to standards and in a timely manner.

Areas of Expertise

Human Resources / Training / Customer Relations and Service / Administrative / Documentation and Clerical / People Management / Document Control / Baking and Pastry Arts

Work Experience

Business Entrepreneur

Passion for Confection by Czareenah, Philippines

March 2009-June 2015

In-charge of planning, and organizing dessert buffets, cakes and pastry services for clients.

Overseeing the management of facilities, e.g. checking event bookings and allocation of resources/staff.

Dealing and negotiating with customers, assessing their requirements and ensuring they are satisfied with the service delivered.

Monitoring the quality of the product and service provided.

Liaising with suppliers and clients.

Planning new promotions and initiatives, and contributing to business development.

Workforce/Traffic Analyst

Verizon Communications Philippines Inc., Philippines

April 2008-October 2009

Provided Training on Workforce Management policies and procedures to new comers.

Generated and worked on unaccounted hours for the operations on a daily basis.

Analyzed call volume patterns to manage work shifts, lunches, and breaks.

Input daily exceptions in system for all operators.

Adjusted workforce requirements based on changing/dynamic forecasts.

Reviewed deliverables prepared by team before passing to client.

Ensured Workforce Management documents are complete, current, and stored appropriately.

Reports presented defining forecast progress, problems and solutions.

Worked closely with Project Managers for upcoming initiatives that could increase or reduce call volume and build in impacts to the forecasts.

Facilitated weekly meetings with all levels of Management, covering topics such as forecast variance, upcoming projects, call center performance, training needs and making staffing recommendations.

Customer Service Officer

Select Transportation Solutions NBK, Doha, Qatar

May 2006 – July 2007

In charged of customer inquiries and complaints

Developed customer service policies and procedures to ensure consistent customer service and satisfaction.

Assisted in the development policies, procedures and objectives for marketing and selling the organization's products and services.

Developed advertising opportunities, which can involve placing adverts in national and specialist publications.

Prepared, and issued bills, invoices, account statements, and other financial statements according to established procedures.

Matched order forms with invoices, and record the necessary information.

Quality Assurance Specialist

Connect2 (Philippines.) Inc., Philippines

July 2003 – December2005

Provided Training for inbound and outbound operators.

Conducted call simulation for candidates of inbound/outbound customer service representatives and forward files to Human Resources Department Manager.

In charged of validating Quality monitoring files.

Ensured that calls are randomly recorded for Quality Assurance and Human Resources evaluation.

Managed assessment of quality handled calls based on the standard mandated by the department set by the client.

Assisted with training of staff on Workforce Management policies and procedures.

Identified call and claim volume trends and averages on a monthly and quarterly basis.

Adjusted workforce requirements based on changing/dynamic forecasts.

Membership Care Services Staff / Front of House Representative

Sportathlon Philippines Inc. – Fitness First, Philippines

2003

Attended all inquiries of the clients.

In-charged of the termination and freezing of client's account.

Maintained the membership of clients by introducing promotions.

In-charged in collection of overdue accounts.

Marketing/Business Development Supervisor

MCUSAqua – Philippines

2001 - 2003

In-charged of customer relations

Assigned in collecting receivables from clients.

Handled customers’ sales documents and marketing tools and complaints.

Gave all daily, weekly, and monthly sales report to the administrative manager.

Education

Bachelor of Science in Commerce Major in Marketing

St. Paul University, Philippines

June 1997-March 2001

Trainings and Seminars

Professional Baking and Pastry Arts

Monster Kitchen Inc. 2012

Decorating Basics Course

Wilton 2011

Gumpaste and Fondant Course

Wilton 2011

World Class Customer Service

Verizon Communications Philippines Inc. 2008

Internal Auditor-ISO 9000:2001

Connect2 (Philippines) Inc. 2005

On-the–job training for Human Resources Department

Honda Cars Alabang, Philippines 2000-2001

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