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Marilen V. Concepcion

**** ***. ****** ******, ***. San Roque

Pasay City, Metro Manila 1303

+632-***-****

Mobile No: 63.917-***-****

adh6qx@r.postjobfree.com; adh6qx@r.postjobfree.com

Skills Profile

Well-rounded background in marketing and advertising, legal and customer service support, administrative, operational and logistics.

Possess solid computer skills

Efficient team player, persistent and goal-oriented. Work History

Executive Secretary to the Chief Customer Experience Officer Customer Experience Department (August 1, 2017 – February 29, 2020) Philippine Airlines, D. Macapagal Blvd., Pasay City

Provided Executive Secretary functions to the Chief Customer Experience Officer (i.e. management presentation preparations, manpower screening and on-boarding, schedule management, meeting logistics coordination, internal engagements, office supplies purchase & inventory, office housekeeping etc.)

Received, consolidated, filed and released key reports/documents.

Managed CAPEX and OPEX annual budget planning and monitoring, coordinated with Finance Department for budget and expense reports/requirements.

Assisted Omni Channel Team in timely and efficient case assignment (WeCare, Online Feedback, Post Trip Survey and VHP/OOP Case endorsement) to Customer Relations Officers.

Ensured accurate and timely processing of payment orders, IAVs for passenger compensation, refund and goodwill within 2 days of receipt request and submits compensation reports every month.

Managed and assisted passenger calls and walk-ins and directed them to concerned departments, stations, airports or handling officers and ensure timely feedback is given.

Other tasks, assignments and responsibilities that may be assigned. Executive Secretary to the Vice President of Marketing/Existing Customer Marketing Office (April 19, 2012 to March 27, 2017)

The Philippine American Life and General Insurance (PHILAM LIFE) 18/F, Net Lima Bldg., 5th Ave., cor 26th St., Bonifacio Global City, Taguig

Provided Executive Secretary functions to the VP-Head of ECM Department

Received, consolidated, filed and released key Marketing reports/documents.

Managed Budget monitoring, released monthly spending vs planned report, and coordinated with Finance Department for budget and expense reports/requirements.

Provided logistical support to campaign launches and Marketing projects.

Provided administrative servicing to VIP Clients which included processing of bills, coordination with Call Center agents, vendor partners and financial advisors as well.

Assisted in the resolution of VIP client’s complaints and problems.

All other tasks, assignments, functions and responsibilities that may be assigned by the VP-Head of ECM.

Administrative Assistant – Finance & Accounting Department / Project LIFT

(September 19, 2011 – April 19, 2012)

The Philippine American Life and General Insurance Company Philamlife Bldg., United Nations Avenue, Ermita, Manila Project Background: Project LIFT is the roll out of a new system using the SAP platform in a single instance to standardized people, process & technology operating model for core financial business processes.

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Provides administrative and logistical support to the project management team, AIA Hong Kong officers and external consultants involved in the project. PARALEGAL - (November 3, 2009 to February 3, 2011) Corporate & Special Projects Division

ACCRALAW Office, 20/F, ACCRA Law Tower, Bonifacio Global City, Taguig

Assists lawyers in research and other administrative duties.

Edits duty time records of lawyers for billing/invoicing using company system.

Follows up clients for payment of fees.

Prepares, finalizes and releases Minutes of the Meeting of the Department every Wednesday of the week.

ADVERTISING PROCESS COORDINATOR (September 6, 2007 - October 31, 2009) Legal & Marketing Department

Procter & Gamble Distributing (Philippines), Inc., 6750 Ayala Ave., Makati City

Ensure that timings for initiative, insofar as advertising materials are concerned, launch are met.

Prepare schedule for Launch Approval of all brand initiatives, track-required approval for initiative advertising materials, and alert team on approval or potential delay related to advertising materials.

Spot competitive claims in Point of Sale Materials, TV Copies, Radio Copies, print ads and packaging for challenge.

Initiate consideration by the ASC team (Legal, Regulatory & Technical Relations, Brand, Research

& Development, Advertising agencies) whether to file complaint or not before the ASC, BFAD/DTI; follow through discussion until closure of issue.

Own process for defense preparation for challenges against our advertising materials. Ensure timings are met and responsible persons fulfill requirements.

Generate advertising reports i.e. Quarterly advertising report on win/loss percentage (complaints, challenge); performance of Brand Handling Agencies in Advertising challenges; provide analysis and learning.

Monitor and manage impact of Cease & Desist Orders on P&G and competition, i.e. compliance with pullout timings and requirements to avoid penalty.

Handle other procedures or issues that are or may be related to the general responsibility. ADMINISTRATIVE ASSISTANT (Dec. 2003 – Sept. 2006)

EXTERNAL RELATIONS/CORPORATE AFFAIRS/LEGAL DEPARTMENT Procter & Gamble Distributing (Philippines), Inc., 6750 Ayala Ave., Makati City

Assists in filing of trademark applications and renewal, support work in filing visas and immigration matters.

Assists in paralegal functions specifically in securing government licenses when needed.

Assists in administration of notaries of the company.

Act as a representative in meetings with outside agencies, media, government, industry association, and prosecution of counterfeit cases.

Involve in creating short and long-term projects of the department in accordance with company goals.

Extends assistance to other departments in securing research materials/gathering of data of other companies such as Financial Statements, Government regulations among others. CONSUMER SERVICES REPRESENTATIVE (Aug 1999 – Dec. 2003) CORPORATE AFFAIRS & LEGAL DEPARTMENT

Procter & Gamble Distributing (Philippines), Inc., 6750 Ayala Ave., Makati City

Answer toll-free telephone lines, consumer letters and e-mail from consumers about P&G products while simultaneously retrieving information from, and entering information into a computer database. Also, provides consumer service through personal interaction if necessary and in accordance with company standard procedures.

Utilize computer system, product information manuals to retrieve information, records, look up brand information needed to answer consumer calls, mails and E-mails. Page 3 of 3

Coordinate with Brand, Quality Assurance, Product Supply Organization, Security, Research and Development and other departments to adequately respond to consumer feedback.

Align with other departments concerned and follow-up agreed next steps to respond to complaints, investigations, consumer visits, product tests, actual response to the consumer and curative actions to take, if necessary.

Create and coordinate monthly meetings, quarterly reviews and other activities/projects of the team and owns administrative support of the team.

Conduct telephone solicitation of consumer comments on new products and changes in products and services.

Maintain regular consumer survey on P&GP consumer feedback system. Reason for Leaving: Transferred to another department. February 1999 - August 1999 MSAS Global Logistics, PASCOR Drive, Parañaque IMPORT CLERK

Oct. 20, 1994 - Mar. 11, 1996 Procter & Gamble Phils., 6750 Ayala Ave., Makati SECRETARY to the Office of the Comptroller - Finance and Accounting Department Aug. 1993 - 1994 Procter & Gamble Phils., Ayala Avenue/Tondo Plant FOREIGN TRAFFIC ASSISTANT - PSO Plant Logistics

Education

Bachelor of Science in Business Administration

Major in Computer Applications

De La Salle University – College of St. Benilde, Taft Ave., Mla. June 1993

Activities/

Memberships/

Seminars

Attended

Sales & Promo Seminar – conducted by DTI

Seminar on New Standards of Advertising-conducted by ASC & PANA

Seminar on Advertising and Intellectual Property (IPAA Kapihan)

Attended short courses on Basic Power Point, Advance Excel and Basic Access – conducted by Informatics, Makati

Business Writing, PAL, PLC P. Faura Manila

Time & Work Load Management Program, PAL-PLC, P. Faura Manila February 2008

March 26, 2008

July 2, 2009

March, 2014

May, 2019

July 2019

References

Ms. Tiffany Marie B. Garcia

Team Leader – Omni Channel

Customer Recovery Office/Marketing

Philippine Airlines, Head Office-Macapagal Blvd

Ms. Jessica C. Abaya

Former Chief Customer Experience Office

Philippine Airlines, Head Office-Macapagal Blvd.

Atty. Gafar “Junie” E. Lutian

Former Senior Counsel of Procter & Gamble Singapore Pte Ltd Atty. Darlene Marie Berberabe

Former CEO, Pag-Ibig Fund

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