Sales Customer Service

M I C H E L L E B U S T O P E L O N I A

BLOCK * LOT 10 MAPLEWOOD ESTATE PHILAND BRGY. PASONG TAMO QUEZON CITY

CELLPHONE NO. (02) 6175509 / +63-917-*******

E-MAIL : ********@*****.***

OBJECTIVES:

To be able to harness the skills learned in the field of business administration specifically on management, advertising, marketing, research, public relations, operations and production and finance administration; and to be able to contribute to the company/institution in its goals and objectives.

EDUCATION:

2000 2003 Colegio de San Lorenzo Congressional Ave., Q.C.

1998-2000 St. Paul College of Q.C. Aurora Boulevard

BSBA Business Administration major in Management

1994 - 1998 St. James College of Q.C. Mindanao Avenue Q.C.

1987 - 1994 Sto. Nino Parochial School Bago Bantay Q.C.

EXPERIENCE:

April 2015 October 2015

HOME-BASED ONLINE ENGLISH EDUCATOR / FREE TRIAL SPECIALIST

51 TALK

*ESL, IELTS, TOEFL, KIDS ENGLISH, BEGINNER S ENGLISH, BUSINESS ENGLISH AND CORRESPONDENCES

October 2015 May 2016

HOME-BASED ENGLISH TEACHER / IELTS WRITER

Baymax

*ESL, IELTS, TOEFL, KIDS ENGLISH, BEGINNER S ENGLISH, BUSINESS ENGLISH AND CORRESPONDENCES

March 2014 October 2014

CUSTOMER ACCOUNT SPECIALIST

Teletech Novaliches

Responsible for answering questions related to customer billing statements and general inquiries, as well as for the resolution of payment concerns.

The Customer Account Executive (CAE) offers Comcast products and services to meet customer needs. The CAE relates well to the customer, thinks and exercises sound judgment, and acts responsibly in the customer's and the company's best interest

Elicits and records customer information and inquiries, following prompts from a computerized system.

Corrects errors and discrepancies on customers' billing statements as necessary

Demonstrates good oral and written communication skills, with ability to articulate relevant information and directions in an organized and concise manner

Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements Researches billing history using computerized systems.

Establishes rapport and promotes effective relationships

Attempts to collect delinquent account balances.

Generates copies of billing statements and researches billing history using computerized systems and microfiche when applicable

Facilitates interactions with customers in a way that is in accordance with the Company's service strategy.

Demonstrates awareness of company policies and procedures while applying sound judgment, when necessary.

Prepares work orders accurately; processes payments and enters credit card information accurately Promotes and recommends products and services based on a logical relationship to the customer's needs and interests, delivering the Comcast Quality Experience.

Enters and confirms sales when appropriate

Maintains and coordinates interdepartmental communications as they apply to customer problem resolution.

Supports other lines of business as call volume dictates

Worked in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.

Consistently meets or exceeds established goals and performance metrics.

Attends training as required.

Worked nights, weekends and holidays, variable schedules

October 2014 - December 2014

SALES SPECIALIST

COMCAST ACCOUNT

Teletech Novaliches

 Promoted as Sales Specialist

 Tasked to reach team quota

 O9pk Must have sales atleast 3 to 5 sales a day

 Must have atleast 20 to 30 closed sales per fiscal period

 Attends Product training especially for new products or promos

May 2013 January 2014

OPERATIONS, SALES AND MARKETING MANAGER

China Shaolin Electronics Trading Corporation

OPERATION FUNCTIONS:

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.

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

Oversee overall financial management, planning, systems and controls.

Payroll management, including tabulation of accrued employee benefits.

Disbursement of checks for agency expenses

Regular meetings with the President/CEO for planning.

Supervise and coach office manager on a weekly basis.

SALES AND MARKETING FUNCTIONS :

To manage the receipt, handling, and escalation of all sales enquiries

o To receive and co-ordinate all sales enquiries in line with the company s sales process

o To ensure that all quotes and associated files are linked to an enquiry

o To follow up sales activities with clients & potential clients

o To chase and analyse the reasons for failure to turn an enquiry into a new order

o To monitor company sales KPIs and sales performance

o To administer the preparation of quotes

o To credit check all potential new clients prior to completion of a quote

o To liaise with the sales team to capture all necessary information for quotes and to manage the dispatch of quotes to agreed timescales

o To chase outstanding quotes to agreed timescales

To create and implement a Marketing and PR strategy

o Create a marketing and PR strategy for the company to be approved by the President

/CEO

o Create a marketing and PR plan to be approved by the President/CEO for the company based on a rolling 12 month period based on the approved strategy

o Update the marketing and PR plan on a quarterly basis

o Identify potential areas for marketing opportunities locally.

o Use the repository of market information to produce a regular blog

o Produce a company newsletter (medical device watch) monthly and other e-mail shot when required

o To produce appropriate marketing collateral as required

o Produce and organise the company s marketing collateral eg leaflets, banners, flyers, brochures, etc

o Maintain and manage the development of the company s various websites

o To produce appropriate PR collateral as required

Manage the day to day work of the Sales and Marketing Assistant

o Delegate marketing, sales and PR activities to Assistant where appropriate

o Actively encourage the development of the Assistant

o Line manage the Assistant with regards to personnel and HR responsibilities and issues

Other tasks as required

o Organise and implement all other marketing and PR activities as briefed

o Actively chase new leads as required

o Attend Sales and Marketing meetings

o Attend Operations meeting

o Attend Staff meetings

o Attend Senior Management Meetings including Management Review

November 2011 March 2013

INSURANCE POLICY / APPROVAL DEPT. IN-CHARGE

MARKETING SECRETARY

Olaya Medical Centre

PO Box 57796

Riyadh 11584, KSA

Preparing contracts, offers and correspondence to all companies as directed by Marketing Manager & Officers.

Preparing and checking all circulars before signing by the Marketing Manager.

Monitoring the expiration date of medical policy (period of coverage, renewal, cancellation).

Updating the list of credit insurance companies: deductibles, acceptance and informed the concerned staff.

Supervision & training (in secretarial dept.).

Assisting Marketing Officers

In-charge of pricing (discount master)

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Correspond with or interview medical specialists, agents, witnesses, or claimants to compile information.

Update existing policies and company records to reflect changes requested by policyholders and insurance company representatives.

Reports directly to the Marketing Manager

Reports directly to the Operation and Support Services Manager

EXECUTIVE ASSISTANT TO THE PRESIDENT

SALES SUPPORT GROUP HEAD

RETAIL/SALES HEAD

JBL INC./Beyond Innovations

Corporate Planning

Conducts research for the President and CEO s planning sessions with his/her management team

Updates the President of status of resolutions arising from management meetings and tracks status

Prepares arrangements for corporate planning sessions conducted by the President

Consolidates and submits reports from Retail and Sales Department

Attends all meetings of Sales and other departments of the company with the President

Decides quota and incentives for sales

Revised the Operational Manual for Retail and Sales Department

Office Administration

Undertakes preparatory tasks for Management meetings including participants, venue, meals, materials etc.

Prepares logistics required by the President & CEO including the ff:

Travel, transportation and accommodation arrangement

Conducts screening for new sales personnel

Signed documents (important documents) in the absence of the President.

Administer and handles training for sales people

Handles the Sales Support Group (budget, training, branch assignments, etc.)

Confidential Secretariat

a. Communication

Receives and responds to correspondence on behalf of the President.

Prepares presentation materials of the President

Ensures that all incoming mail is properly distributed and attended to and outgoing mail is delivered on time.

Screens incoming telephone calls and provides a professional response.

Handles queries from all intermediaries.

b. Records Keeping and Maintenance

Maintains filing and retrieval system of all records

c. Executive Schedule

Records and maintains executive calendar of activities

January 2009 January 2010

BRANCH MANAGER

PC Chain Superstore

SM Annex North EDSA

Tasked to reach monthly quota

Tasked to provide the branch marketing strategies like computer packages and sales items

Tasked to do inventory planning and monitoring

Attends Branch Manager s Meeting once a month

Attends seminars and trainings for partner-resellers

June 2005 May 2008

RESEARCH AND MARKETING ANALYST (Customer Satisfaction Survey)

World Partners Bank

World Partners Finance Corporation

Account Management Group

Research Analysts are concerned with a product or service's potential sales.

Study past statistics to predict future sales, gather data on competitors, and provide the necessary information for deciding how to promote, distribute, design and price products or services.

In- charge to devise methods and procedures, including telephone, personal or mail surveys, to assess consumer preferences.

Analysts may conduct opinion research to determine public attitudes on various issues.

o a) Programs questionnaires.

o b) Sets up telephone interview studies.

o c) Sets up databases in Access.

o d) Processes, loads, and manages sample for in mail-out surveys.

o e) Merges, modifies, and edits data files as needed for analysis or for use as sampling databases.

o f) Prepares data files for analysis and reporting.

o g) Analyzes survey results data.

o h) Prepares graphs and tables in Excel, Word, and other software as appropriate.

Acts as Project Coordinator for survey projects as assigned.

o a) Prepares time lines for assigned projects.

o b) Assists with budget preparation and budget revisions for assigned projects.

o c) Maintains communication with client on survey progress.

o d) Submits brief, written report on project progress

o e) Maintains communication with project team using e-mail and team meetings as needed.

Attends general staff meetings and participates in management task teams as assigned.

August 2006 January 2007

TRAINING COORDINATOR (Sales and Operations)

PC Express

Training Department

Plans, organizes, develops, and implements a comprehensive training program to provide staff with current techniques and information relative to their assignments;

Establishes, implements, and evaluates overall training programs.

Determines the department's professional training requirements and establishes a training schedule;

Prepares and presents training courses to improve staff capabilities;

Receives technical training in new areas and develops internal education courses to deliver that training to staff;

Plans, organizes, develops, and publishes a comprehensive standards document to provide staff with the proper rules and conventions to be followed in developing and maintaining systems;

Evaluates requests for technical manuals as to timeliness and appropriateness for the application involved;

Schedules employees for classes, in-house and outside, including making travel arrangements;

Writes clear, complete and accurate reports from analysis of research or investigation;

Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Build on existing systems to create HR tools including job descriptions, competency profiles and appointment letters to improve efficiency and develop uniformity across the organization.

Develop and implement contemporary recruitment methods to attract top quality candidates appropriate to the position and company needs

Provide coaching and mentoring services to managers to develop recruitment skills in addition to providing input into the matching of potential candidates to suitable positions.

Managing the day to day delivery of an effective and efficient recruitment service to consistent national standards.

Meet clients to discuss their requirements and assist them with the preparation of job descriptions and person specifications, ensuring that they accurately reflect the job and are non-discriminatory.

Brief agencies on the role, shortlist candidates and arrange interviews. Conduct interviews for internal and direct candidates.

Handle general recruitment enquiries from both internal clients and external sources.

Participation in local and national projects taking responsibility for the delivery of specific areas of work under supervision.

Produce & distribute detailed recruitment reports for the Business & HR on a weekly and/or monthly basis.

June 2005 March 2006

STORE MANAGER

TFB Inc./Giordano Philippines

Ground Floor SM City Manila

managing and motivating a team to increase sales and ensure efficiency;

managing stock levels and making key decisions about stock control;

analyzing sales figures and forecasting future sales volumes to maximize profits;

analyzing and interpreting trends to facilitate planning;

using information technology to record sales figures and for data analysis and forward planning;

dealing with staffing issues: interviewing potential staff; conducting appraisals and performance reviews; and providing or organizing training and development

ensuring standards for quality, customer service and health and safety are met;

responding to customer complaints and comments;

organizing special promotions, displays and events;

attending and chairing meetings;

updating colleagues on business performance, new initiatives and other pertinent issues;

touring the sales floor regularly, talking to colleagues and customers, and identifying or resolving urgent issues;

maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives, and monitoring what local competitors are doing;

Dealing with sales, as and when required.

February 2004 April 2004

RESEARCHER/ENCODER

Philippine Center for Investigative Journalism (PCIJ)

3/f Criselda Bldg., II Sct. de Guia, Tomas Morato, Quezon City

In charge of encoding files, especially in the Research team and also in Marketing.

In charge also of researching important files for the production and publication of books and journals.

In charge in the production of video cd's and dvd's for Marketing department.

May 7, 2002 August 7, 2002

CASHIER CHECK-OUT DEPARTMENT

Pilipinas Makro, Novaliches

Tasked to deal with different kinds of customers/client

In charge of monitoring and handling cash registers and cash inputs daily.

Tasked to deliver quality customer service by assisting customers/clients on their

purchase.

Tasked to promote company s new promos, discounting schemes and new

available products.

March 1999 July 1999

SERVICE CREW/CASHIER/CUSTOMER SERVICE

Chowking, Visayas Avenue Q.C.

March 1998 - June 1998

SERVICE CREW/CASHIER

Greenwich, Ever Gotesco Commonwealth Q.C.

In charge of manning counters; getting orders from clients and customers

Tasked to exhibit quality customer service by serving the needs of the customers

(e.g. getting orders, serving their lacking orders, utensils, condiments. Etc.)

In charge of monitoring and handling cash registers and cash inputs daily

Directly Reports to the Restaurant Manager

Tasked to promote company's new

promos, discounting schemes and new products.

CLUBS AND ORGANIZATION:

COLLEGE Member, Business Management Association (BMA), St. Paul College Q.C.

Member, Cheerleading Group, St. Paul College of Q.C.

Member, Volleyball Team, BMA, St. Paul College of Q.C.

Choreographer, Cheerleading Group, Colegio de San Lorenzo Q.C.

Member, Volleyball Team, Colegio de San Lorenzo Q.C.

SEMINARS AND TRAINING ATTENDED:

Speech an Oral Communication, St. Paul College of Q.C., UP Bahay ng Alumni, August 1998

Fuji Xerox Seminar, PC Express, Training Center, Gilmore Ave., Q.C., September 2006.

HP Seminar, PC Express, Training Center, Gilmore Ave., Q.C., September 2006.

Banbros Seminar, PC Express, Training Center, Gilmore Ave., Q.C., September 2006.

Kaabay Microsoft Training and Seminar, 6th/F 6750 Ayala Ave., Ayala, September present.

MBTI Team Building, PC Express with Acepod.

AWARDS:

Awarded, Consistent Best in Leadership, Grade 3 to 6, Best in Conduct,SNPS

Consistent Top 1, Grade 2 to 6, SNPS.

Mythical Five, Colegio de San Lorenzo

Champion, Cheerleading Competition,

SPCQC Champion, Cheerleading Competition, CDSL

OTHER SKILLS:

Computer Literate: Ms Word. Excel, PowerPoint, Worksheet, Data Base, Work

Processing, Events Organization, Public Relation.

PERSONAL DATA:

Born to Mr. Reynaldo Busto and Mrs. Estrella Busto on March 13, 1981, 29 years old. Married with two kids, stands 5 4 tall and weighs 125 lbs. Knows how to sing, dance and act, can speak and write English and Tagalog.

Contact this candidate