Customer Service Project Manager

Francoisa Mae C. Morales

*** ****** ******, ************ * Subdivision,

Nangka, Marikina City 1808

(02) 7205846 (0915) 146.4799 acs37r@r.postjobfree.com

Experience

May 2015 – October 2015

Jan 2013 – April 2015

PS Functional Consultant

NetSuite

• Provide implementation services to new and existing customers

- Working directly with customers to document and validate their business requirements

- Mapping customer business requirements to NetSuite functionality

- Working with the customer to configure/customize NetSuite application based on their business requirements

- Conducting sessions with the customer over the phone or in-person

- Attending project meetings and provide status on progress of activities and deliverable

- Providing customers with as needed consulting and general assistance

• Focus on Continuing Education

- Contribute to internal PS knowledge share

- Be fully versed on functionality released with new product upgrade

• Problem Solving

- Works on problems of diverse scope where analysis of data requires evaluation of numerous factors

- Demonstrates good judgment in selecting methods and techniques for obtaining solutions

- Documents, troubleshoots and escalates Support issues outside defined parameters

• Decision Making

- Generally receives guidance and direction from other project resources (Senior Consultant, Principal Consultant, Project Manager), and Manager

- Ability to engage in Sales process with some guidance from Management

Project Manager (i.e. Implementation Consultant)

Concur, an SAP Company

• Completes implementations within aggressive timeframe while consistently delivering exceptional levels of work quality and client satisfaction.

• Reviews agreements and contracts to ensure add-on services are properly implemented concurrent with the core Stand Expense / Travel Service

• Successfully manages multiple, simultaneous implementations by continually motivating clients, ensuring project timelines are met and client and/or partner issues are addressed while adhering to Concur’s Standard Operating Procedures (SOPs)

• Proactively provides status updates to client project team, including Executive Sponsors, to ensure successful and timely implementation

• Communicates client status to Implementation Services Manager, consistently and regularly

• Escalates issues to designated team contacts and/or cross-functional teams in a timely manner to ensure implementation issues are addressed early

• Details and documents all implementation activities and action items completed in internal tracking tools in a timely manner

• Hosts One-To-Many Training Sessions using WebEx covering topics such as the Expense Workflow / Cognos Reporting & Company Card Tools

• Manages, updates and tracks project plans for respective clients and ensure completion of action items

• Conducts peer interview for Implementation Consultant applicants

• Handles escalated implementation processes as assigned by supervisor

• Provides consultative advice and follow up on the setup the Concur Expense site to communicate with the requirements for mapping with specific ERPs like SAP Business One, Microsoft Dynamics, Sage, QuickBooks, NetSuite, Peach Tree, etc.

• Ensure compliance are met for Expense Policies, Audit Rules, Receipts and Invoices

• Trained in General Accounting for better understanding of client’s requirements for Travel and Expense Management

Jun 2012 - Oct 2012

Sr. Recruiter III

PSG Global Solutions

• Sourced resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc.

• Technical recruiting for industries like automotive, telecommunications and health care among others handling international clients and candidates.

• Conducted phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews

• Set up interviews between candidates and hiring managers

• Made recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions

• Daily client management for staffing specifics on assigned requisitions

• Handled administrative work e.g. creating endorsement write-ups for qualified candidates and formatting resumes according to client’s requirements for submitted and approved candidates

• Working knowledge of Taleo, familiar with IT jargons.

Jan 2008 - Apr 2012

Customer Service Senior Assistant

Dell International Services Philippines Inc.

Resolution Expert Small and Medium Business Americas: December 2009 – April 2012

• Managed and resolved escalated customer care issues from the front liners and other out-of-the-box issues from technical support and sales teams

• Possessed strong sense of ownership of customers’ issues until proper resolution

• Worked with Account Managers for Medium Businesses instead of the end-users

• Handled both inbound and outbound calls from both internal and external customers

Tier 2 Customer Care for American Transactional Group Segment: November 2008 – December 2009

• Handled both inbound and outbound calls from external customers (end-users)

• Followed up on order status issues (e.g. delayed orders, Missing/Wrong/Damaged)

• Processed Customer Account Maintenance requests, credits, etc.

Call Director for Americas Business Unit: February 2008 – November 2008

• Routed calls to proper segments

• Handled basic order status inquiry

May 2006 - Aug 2007

Customer Service Professional

SITEL

• Provided excellent customer service to credit card users (consumers and small business owners for Capital One)

• Addressed credit card activation and billing concerns

• Assisted clients with balance transfers and account maintenance

• Handled upselling of credit card features and coverage

• Assisted new-hires as a floor walker

• Acted as assistant team manager and was assigned to do end of day off-set of schedules / Cross-trained with Workforce

Education

2002 – 2006

College of the Holy Spirit of Manila

Bachelor of Secondary Education Major in English

1998 – 2002

Stella Maris College Quezon City

Secondary Education

1991 – 1998

Stella Maris College Quezon City

Preparatory and Elementary Education

Skills and Qualifications

•Oral and Written Communication Skills, Interpersonal Relations, Multi-Tasking, Technical Writing, Call Handling

•Case Management, Client Engagement, Functional Implementation, Project Management and Customer Service

•Proficiency in MS Office Suite: Word PowerPoint Excel Outlook OneNote Lync Visio Project

•Direct working knowledge on ERPs: SAP Business One, Microsoft Dynamics, QuickBooks, NetSuite

•General Accounting

•SaaS (Software as a Service) SaaP (Software as a Product) Salesforce Concur Travel & Expense Cognos Cisco WebEx Connect Cisco WebEx Meetings Siebel CRM

•Events Organizing and Hosting

•Open to travel 25% of the time.

**Personal Reference available upon request

Contact this candidate