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Customer Service Manager

Location:
Central Luzon, Philippines
Posted:
October 12, 2016

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Rizza Joy D. Duenas

** ****** ** **** **. Roxas District Quezon City Philippines

Mobile No. 09989546365

Home No.02-332-1991

acw0rz@r.postjobfree.com

OBJECTIVE:

A management position where experience, education and communication skills will be fully utilized in a growth-oriented environment.

SUMMARY OF QUALIFICATIONS:

Substantial 15 years experience and outstanding skills in customer service

Strong initiative in decision-making and assumptions of responsibilities.

Self-starter capable of motivating other people.

Fast Learner and dedicated in delivering team success and client satisfaction.

PROFESSIONAL EXPERIENCE:

Herbalife Independent Distributor January 2016 – Present

Supervisor – Wellness Coach

Responsible for contacting participants that are eligible for the program for enrollment and provides necessary wellness coaching to reduce or eliminate high-risk behaviors.

Encourages adoption of habits that are conducive to a higher quality of life.

Responsible for supporting operational aspects of the division to meet the organization’s customer requirements and satisfaction.

Develop and conduct onsite health-related wellness seminars and training courses for interested employees and family members

Develop and distribute health education materials to identified employees and family members

Develop customized care plan for program participants including goals and plan of action

Provides individualized health coaching to clients in obtaining their health objectives. Teaches others about managing their mental and physical health.

Supports clients in learning how to make good choices for themselves

Creates and adapts wellness objectives to overcome barriers to good mental and physical health

based on needs of, and with input from, clients.

R2 Holding ( Vivere Salon, Nailaholics, French tips,Sports Barber, Maxwax & Hey sugar)

Group Operations Manager September 2014 – January 2016

Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, and/or distribution

Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.

Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.

Coordinate with the top-level management for decision making and policy implementation.

Seeing the requirements of the workforce, hiring new employees, evaluating their performance, and also allocating tasks to them.

Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.

Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.

Play a significant role in long-term planning, including an initiative geared toward operational excellence.

Oversee overall financial management, planning, systems and controls.

Management of agency budget in coordination with the Executive Director.

Development of individual program budgets

Responsible for the development of workforce.

Review performance of the team members and responsible for conducting training or development opportunities for them.

Support production plans by delivering inbound and outbound pallet activities

Happy lemon Group phils. Inc. April 2011 – February 2013

Operations Manager

Efficient logistics management is a prime responsibility of the operations manager.

Employee safety is another vital responsibility of the operations manager.

In many organizations, the operations manager evaluates performance of the employees and hire new employees.

Regularly discusses operational and management related issues with the senior management people like executive director and chairman.

Oversee activities directly related to making products or providing services.

Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.

Sit N’ Cut Style Salon May 2010- May 2011

Manager

Adhere to Financial guidelines e.g. expenditures salon overhead as laid down by Managing director.

To discipline and guide all staff to create happy working atmosphere for the benefit of both staff and clients.

Enforces policies and procedure to all staff; Motivating and mentoring stylists.

Point of sale (POS) system close out and deposits

Inventory and ordering ; Write-ups. And Scheduling

Maintaining above-average personal product and service sales achievements.

Must maintaining the respect and attention of the people you are managing.

Training stylists in reception and service floor operations

Ensuring reception and service floor procedures are carried out consistently, when you are in the salon and when you are not. (Report inconsistencies to owner.)

Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement

Build strong relationship by addressing customer issues and complaints in a timely manner

Implement accounting, audit process and policies.

Responsible for material handling, storage and dispatching

Chowking Orient, Dubai May 27, 2009- Feb. 2010

OIC, Area Manager

Oversee Day to Day Operation and provide Customer service.

Oversee Quality management system.

Plans and implements shift target and goals.

Actively involved in all aspects of successful business operations including marketing, public relations, personnel hiring and training, management, scheduling and relations, property maintenance and repair, operations and inventory control; financial management and associated aspects of administrative detail.

Ensures that feedback, learning and suggestions from stores are properly relayed to concerned units/departments for evaluation and review.

Establishes public relations and build long term relationship in the community to build the brand.

Successfully ensured record profits and consistent sales growth.

Red Ribbon Bakeshop Inc.

Area Manager, ( Area 1.4) Jan.2005 – May 15, 2009

Consistently provided the highest standards on customer service.

Leads and manages stores to achieve Market Growth/Market Share Objectives in his Area.

Helps the Store Managers and Franchisees build and enhance their business by developing their skills; assists and guides them in their business plans to achieve customer satisfaction, sales, people development, productivity, cost and profitably targets/

Ensures appreciation of and consistent adherence to operating systems, procedures, policies and standards among all stores in the Area.

Oversee all operations of 10 stores in Makati area.

Interprets and analyzes sales variance report, identify the important and relevant issues and able to recommend appropriate actions.

Prepares budget and identifies profit objectives.

Handle cash and finance control management.

Knows and applies mastery of all aspects of inventory management and control system, utilities management, labor cost and productivity management.

Devised and implemented cost effective plan to cut cost.

Open new stores, performed extensive hiring, training and developing of store managers.

Helped streamline induction and train and mentor.

Coaches manager on planning, monitoring, rewarding performance and rating process

Store Manager, 2000– 2005

Red Ribbon Bakeshop.

. During this period managed Five Full store, generating annual sales of over 35 Million. Managed work force of more than 25 people per store.

Prepares and defends PNL budget projection.

Properly balances productivity and labor cost in order to support customer and sales needs.

Performs SWOT analysis and identifies priority areas for sales building.

Establishes public relations and build long term relationship in the community to build the brand.

Identifies opportunity areas to maximize effects of Systemwide marketing activity in the store.

Leads the implementation of ENERCON Program.

Assistant Store Manager, 1999-2000

Red Ribbon Bakeshop

Responsible for control and administration of financial transactions, includes control of cash flow and expenses, internal audit and protection of corporate asset.

Communicates simply and clearly to the store teams and individual concerned shift target and objectives.

Knows and applies office administration and shift requirements.

Implements regular review of manpower plan and updates requirements for implementation

Manage and schedule of all employees that support operational requirements, directly supervise all customer service, display merchandising and employee training and motivation of all staff personnel.

Heritage Hotel May 1998- May 1999

Asssiatant Outlet Manager

Implements regular review of manpower plan and updates requirements for implementation

Oversee Day to Day Operation and provide Customer service.

Oversee Quality management system

Assisted Manager in day to day operations; managed store in his absence.

SKILLS:

Excellent management training and motivational skills.

Strong financials, budgeting and accounting skills.

Strong planning, analytical and reporting skills.

Natural flair and ability to work on own initiative or as part of the team.

IT skills, computer skills in word/ excel/ and power point

Driving.

EDUCATION:

TESDA ( Manila Montessori College )

National Certificate II in Bread and Pastry Production 2014

South East Asian College

Bachelor of Science in Hotel and Restaurant Management 1998

PERSONAL PROFILE:

Name: Rizza Joy Duenas Religion: Catholic

Age: 39 years old

Height: 5’4 Weight: 54 kilos

CHARACTER REFERENCE: Available upon request



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