FRANCIS S. RODRIGUEZ

** ***. **** *******, ****. Matatalaib, Tarlac City, Philippines 2300

Mobile: 0906.567.5656 0998.572.8066

Email: adeyw0@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Team Lead – Property Management

July 01, 2019 – present

Cloudstaff Modern Workforce

- Manage the team of back office support staff

- Communicates company goals, safety practices, and deadlines to the team

- Motiva team members and assess performance

- Work with the Onboarding/ Sales team for the processing of incoming property owners as additional units to folio

- Work with the Leasing team on requirement in terms of tenancy applications, key sheets, forms to be accomplished for tenants who will stay and rent a certain unit, apartment or house

- Work with the Property Operations team on all repair and maintenance to all properties, processing of bills, inspections and all other day-to-day tasks with the tenants and owners

- Updating of properties to different websites when vacancy is available

- Do credit verification and reference checks

- Develop strategies to promote team member adherence to company regulations and performance goals Order Management Specialist

August 19, 2018 – April 28, 2019

Crossover

- Send quote package to clients whose contracts are 90 days from expiration.

- Ensure Salesforce record accuracy

- Answer client / sales requests via Zendesk ticketing system

- Attend weekly maint meetings to discuss status of accounts (Mondays)

- Attend weekly team meetings and 1 on 1 coaching sessions

- Track quote package to completion - signed/not signed

- Create sales orders

- Coordinating with different departments to ensure records accuracy (finance, support, sales)

- Other admin tasks assigned by team lead.

Daily

- use Toggl for tracking

- accomplish check-in chats on Crossover, either manager-initiated or self-initiated Weekly

- compare maint file and SFDC reports to ensure accuracy

- fill in the blanks on the In Progress report

- attend meetings as required

- team meeting (Mondays)

- SLA call with sales and CEO (Mondays)

- 1 on 1 chats with manager (as scheduled)

Monthly

- email Sales to confirm status of opportunities (has a quote been sent, has the opp been created)

- send quotes for accounts expiring in 90 days, both packaged and strategic

- update online tracker re: quotes sent by the team Senior Manager – Administration

November 2018 – December 2018

iQor Philippines

Daily monitoring for Facility/ Admin Supervisor (General Maintenance) Daily rounds and talk to Operations and Support VP for any pending requests/ issues Daily Reporting: provide updates to Admin/ Facility Director Resolve observed site issues/ defects/ complaints and present options to resolve/ rectify critical items Provide costing for projects and resolutions

Overall Management of Security, Maintenance and Housekeeping Staff Give directives and instructions to facility and admin supervisor, security, maintenance, and housekeeping staff Ensure issues are immediately addressed and necessary long-lead items are decided/ awarded asap Communicate to Admin/ Facilities Director for site requirements/ projects and operation requests, discuss priorities and organize deliverables and schedule of activities

Oversee management of access cards (issuance retrieval and monitoring) and ensure termed employees get deactivated by ACCESS and CCTV Team

Pantry Management

Supplies Management (office, toiletries, cleaning, etc.) Oversee issuance of company IDs within 24 hours of request (daily) Implementation, compliance, and assessment of the company policies, process and procedures (Security, Housekeeping, Maintenance) Manage company transportation requirements (retainer cars, extra cars, public transport, etc.) Manage VISA application for Expats based on his/ her site location Vendor Management: sourcing of vendors for current and future requirements for Admin, Facilities and Operations and other Support Groups; issue PO to vendors upon confirmation of Admin Director; track outstanding payments to vendors and ensure company does not get penalties for late payments; manage application for company subscriptions and the like Oversee mailing of company letters on a daily basis Do random audits with Security, Housekeeping process, policies and procedures Client Visit Preparations: boardroom reservation and preparation, hotel accommodation, transportation, assistance for client presentations, ensure security measures are well carries out, proper housekeeping of entire site, especially the client/ executive areas Oversee Management and maintenance or restrooms, pantry and sleeping quarters and all other areas in the site Customer Service Assistant Manager

April 23, 2018 – September 05, 2018

Checker HK Services Philippines

Process all customer service related concerns for Amazon, all marketplace (US, CA, UK, DE, FR, IT, ES, JP, IN and IT)

Respond to all client-based emails

Process all customer service related concerns to eBay – America and Europe

Respond to Negative Customer Reviews, turn positive customer comments to positive customer reviews

Seller Feedback Removal, respond to Tuya App Messages (US and Europe channels), process Amazon Reimbursement management

Competitor product reporting, Shipment reconciliation, management of enhance content creation

Business Development Support, miscellaneous customer service support and other tasks required by the client which are deemed necessary

Team Leader Accounts: ACP/ SOS Global (E-Commerce), Windsor Mail (CSR), TravelTree (Travel) November 08, 2017 – April 20, 2018

MDM Systems, Inc.

Supervises staff from three (3) different accounts/ programs who handles (a) E-Commerce clients who does graphics design (with deep etching), data mining, product listing on Ebay and Amazon, Competitor Analysis, Growth and Cost Analysis, Neto and Magento usage; (b) Customer Service wherein they take calls concerning orders, and responding to mails, and; (c) handling calls for a travel account specific to Australia

Monitoring of daily, weekly and monthly KPIs

Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion

Assesses and discusses problems relating to yield, quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns.

Provides daily, weekly and monthly reports and proposes possible processes for improvements (PEP, MIP, incentive plan, etc.) Manager - Admin and Facilities

February 12, 2012 – June 08, 2017

Sutherland Global Services Philippines, Inc.

Sources possible vendors and suppliers for accreditation along with the submission of required documents for legalities

Does the preliminary background checking and partial negotiation especially with vendors for events, activities, concessionaires, food kiosks

Manages the usage of petty cash fund of the department for Tarlac site which has 3,000 employees, 4 buildings that’s under PEZA with more or less 2 hectare area

Oversees the overall operation of the facility, ensuring that all equipment (AC units, UPS, generator set units) are in good, normal working condition

Prepares budget plan for fiscal year for Admin and Facilities based on targeted revenue, and be able to provide comprehensive cost improvement plans (CIPs) as part of savings from approved budget of the department

Office Environment management (planning, organizing, providing leadership and controlling all administrative functions), quality and cost control

Provides support assistance to Service Delivery/ Operations and other department requests – accommodation, travel, room scheduling, coordination with accredited vendors in providing F&B on events, occasions, activities, team buildings

Communicate, coordinate with government entities such as PEZA, LGUs, DENR-EMB, BFP and other agencies in compliance with ISO, Health and Safety standards, amongst others

Project Management based on client-required specifications on production areas – branding of warm shells, construction of new building

Improvement of existing facility through cost-efficient projects that are mandated by the government, standard protocols, and employee-related needs

Associate Quality Manager - Accounts: DirecPath, Play.com July 2010 – February 11, 2012

Sutherland Global Services Philippines, Inc.

Coordinate with SD, along with Quality Manager and POC to ensure smooth transition and roll out of FMEA/ Hygiene Audits.

Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion

Reporting: validate and check QA reports and interacts with operations and support groups regarding quality improvements and ensuring understanding of the reports; ensures QAS forward quality updates and reports sent by client QM, create internal reports and communicate to the floor, training timely, accurately, and consistently; delivers requested reports by management

Calibration & Call Listening: schedules, coordinates and facilitates call calibration session together with client representatives, the team and SD supervisors

Communication: serves as point of contact for all quality concerns; updates service delivery and other support groups concerned on changes regarding information, policies, guidelines, processes pertaining to quality and other updates from clients; prepares and present both written and verbal communication to clients and colleagues

Management: monitor QAS performance and updating records on a monthly basis; enforce all company policies and procedures; maintain all related training records and reports Quality Assurance Team Leader - Accounts: Symantec EH (Visa), DirecPath, Play.com March 05, 2009 – June 2010

Sutherland Global Services Philippines, Inc.

Assesses and discusses problems relating to yield, quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns

Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion

Reporting: prepares QA reports and interacts with operations and support groups regarding quality improvements and ensuring understanding of the reports; ensures QAS forward quality updates and reports sent by client QM, create internal reports and communicate to the floor, training timely, accurately, and consistently; delivers requested reports by management

Calibration & Call Listening: schedules, coordinates and facilitates call calibration session together with client representatives, the team and SD supervisors

Communication: serves as point of contact for all quality concerns; updates service delivery and other support groups concerned on changes regarding information, policies, guidelines, processes pertaining to quality and other updates from clients; prepares and present both written and verbal communication to clients and colleagues

Management: monitor QAS performance and updating records on a monthly basis; enforce all company policies and procedures; maintain all related training records and reports Quality Assurance Specialist - Symantec Enterprise, HughesNet Billing, H & R Block, Symantec EH January 28, 2008 – March 04, 2009

Sutherland Global Services Philippines, Inc.

Responsible for auditing quality and providing feedback to Supervisors and Trainers

Achieves daily, weekly, and monthly quality monitor goals for email/ call/ chat in accordance with account specified goals

Provide performance feedback and input to all monitored calls to increase service quality (real-time discussion)

Serves as a point of contact for quality issues and questions

Prepares QA/ CSAT reports and interacts with operations and support groups regarding quality improvements

Ensures adherence to client standards and recommends/ develops action plans, process improvements, if necessary to contain and correct quality problems

Provides effective communication and quality feedback to staff

Prepares and presents both written and verbal communication to clients and colleagues alike

Able to communicate effectively regarding Sutherland and projects, at short notice and under pressure

Acts decisively to solve people problems and communicate action plans Subject Matter Expert/ Senior Agent - Account: Symantec Enterprise November 11, 2007 – January 27, 2008

Sutherland Global Services Philippines, Inc.

Available to answer queries and escalations from agents, assists the team in providing refresher training or cross- training as deemed necessary by Operations or other Support groups

Provides effective communication and feedback to staff, experience and proven ability to speak with confidence in front of large groups

Prepares and presents both written and verbal communication to clients and colleagues alike, assists in the identification of staff training requirements

Acts decisively to solve people problems and has the ability to influence and motivate others in a positive direction that supports the organizational goals and objectives

Delivers reports on time as requested by the client(s) and/ or management

Strong planning, time management, and organizational skills

Recovers quickly from setbacks and driven by results and foster a client-centric work environment from across all team members

Technical Support Representative/ Customer Service Specialist Account: Intuit TurboTax, Amazon.com, Symantec Enterprise November 27, 2006 – November 10, 2007

Sutherland Global Services Philippines, Inc.

Assists in the identification of staff training requirements

Acts decisively to solve people problems and has the ability to influence and motivate others in a positive direction that supports the organizational goals and objectives

Delivers reports on time as requested by the client(s) and/ or management

Strong planning, time management, and organizational skills

Recovers quickly from setbacks and driven by results and foster a client-centric work environment from across all team members

Data Analyst/ Encoder

August 28 – October 23, 2006

Land Bank of the Philippines

Sorts out client’s account and ensure that everything’s in place.

Input client data onto the database and ensure balances are equal.

Provide analysis and recap at the end of the day as to how many clients are delinquent and who no longer exist from the database.

Troubleshoot on the application and provide recommendation to improve the program and become more user- friendly.

Check and verify from other departments if client is still an existing member. English Instructor

June 28 – August 25, 2006

Man-to-Man Boarding School (MMBS)

Teaches English to foreign students

Prepares lessons and study materials in advance

Assists students mainly in developing their writing and speaking skills

Evaluates students’ progress

POS Comptroller/ MIS Supervisor

July 25, 2005 – April 04, 2006

EZ Supermarket (Super Achievement Corporation)

Solely responsible with the IT stuff that the company has for all branches.

Responsible in updating product prices and disseminate it to all branches for changing and updating in selling area.

Provides daily, weekly, monthly, quarterly and yearly sales reports to Managers and owners of the company.

Manages all POS and ensure all are working during business hours; troubleshoot and update the server and workstations/ terminals.

Coordinates with the programmer and internal clients in areas of internet connection, IT security software/hardware purchase and its warranty and the deployment of system applications.

Provides needed reports to Sales agents when needed and ensure that technology standards in infrastructure and software development within the company are compliant with present standards. Check Out Section Head

July 01, 2005 – July 24, 2005

EZ Supermarket (Super Achievement Corporation)

Responsible on the productivity of Cashiers, Baggers and Customer Service personnel.

Provides assistance on customer complaints such as refunds, replacements and queries on product prices and descriptions.

Reports to the Operations Manager on challenges and staffing of the team.

Prepares and checks schedule of manpower on a weekly basis.

Reports disputes or discrepancies on items with un-updated prices.

Coordinates with Selling, Frozen, Warehouse Departments on items without stock.

Ensures cleanliness of front-end and tallying/ balance of sales receipts versus actual cash sales.

Assists cashiers in dealing with customers on discounts, rebates, voiding items incorrectly punched in the POS, changing if cash into other denominations.

Checks and ensures availability of needed supplies and equipment to perform duties and responsibilities. SEMINARS ATTENDED, MERITS

COACHING CLINIC FOR LEADERS AND MANAGERS

Phoenix One The Knowledge Institute, Makati City

March 16-17, 2017

PROFESSIONAL LEADERSHIP

SAS Management Inc., Makati City

September 20, 2016

PROBLEM SOLVING AND DECISION MAKING

Phoenix One The Knowledge Institute, Makati City

June 09-10, 2016

BASIC OCCUPATION SAFETY AND HEALTH

Certified Safety Officer, Participant, L Square Hotel Brgy. San Rafael, Tarlac City

2015-5199BOSH

May 08, 2015

TRAINING FOR MANAGING HEADS

Participant/ Alternate Pollution Control Officer, Holiday-Inn Clark Clarkfield, Pampanga, April 2015

BASIC LIFE SUPPORT AND FIRST AID TRAINING

Certified First Aider/ Adult Lay Rescuer, Clark Development Corporation July 02-06, 2012

ENGLISH LANGUAGE PROFICIENCY WITH EMPHASIS ON GRAMMAR Participant, Man-to-Man Boarding School, MMBS Multi-Purpose Hall, Tibag, Tarlac City August 26, 2006

ACHIEVEMENTS, EXAMS, CERTIFICATIONS

Most Outstanding Student Leader, 2004

Passed – Civil Service Commission Examination for Professionals Certified – Basic Occupational Safety and Health, 2015-5199BOSH EDUCATION

TARLAC STATE UNIVERSITY

Bachelor of Science in Business Administration

Major in Information Systems Management

Curriculum Completed 09 April 2005

DON BOSCO TECHNICAL INSTITUTE

Graduated with Technical Course: Electricity

Curriculum Completed April 2001

REFERENCES

MS. DANA KAY T. ANGELES

Product Expert, 63949.887.4181

Supply Chimp

MS. AILEEN J. PEREZ

Vice President, 63918.938.5039

Demand Science Philippines

MS. MARILIESE CABILBIL

Training and Quality Manager, 63917.826.7511

PhilamLife Corporation – Philippines

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