COSETTE VIVO-CASTILLO

Blk. * Lot ** Austen St. Lancaster Village 2 – West

Brgy. Alapan 2-A, Imus, Cavite

(+63) 917-***-**** / (+6346) 402.6520

adhqwe@r.postjobfree.com/adhqwe@r.postjobfree.com

WORK EXPERIENCE:

July 2018 – Present

GENERAL MANAGER

APPSILON Co.

Directly reports to the CEO.

Oversees the operations of all departments in APPSILON”s Manila office

Serves as the Resident Agent of the company

Responsible for the management and administration of daily business service functions within the office

In charge of payroll, procurement and purchasing, financial planning and controlling for the office’s expenses

Acts as the head of Human Resources which includes responsibilities such as talent acquisition, employee engagement, employee relations, administration, compensation and benefits, and staff development

Spearheaded the development of company’s own DSP

Spearheaded the expansion of the company to English speaking market

Optimized network to acquire new clients

Developed and implemented training initiatives

March 2016 – October 2017

OPERATIONS MANAGER

Caspio Representative Office Philippines

Directly reports to the CEO.

Oversees the operations of all departments in Caspio’s Manila office

Serves as the Resident Agent of the company

Responsible for the management and administration of daily business service functions within the office

In charge of payroll, procurement and purchasing, financial planning and controlling for the office’s expenses

Acts as the head of Human Resources which includes responsibilities such as talent acquisition, employee engagement, employee relations, administration, compensation and benefits, and staff development

March 2012 –October 2015

OPERATIONS AND GENERAL MANAGER

Aarki, Inc.

Directly reported to the CFO/COO and the CEO

Served as the Resident Agent of the company

Oversaw the operations of all units (Sales and Marketing, Ad Operations, Operations and Client Services) in the Manila office.

Responsible for the management and administration of daily business service functions within the office including but not limited to visa/AEP processing for Expat employees

In charge of payroll, procurement and purchasing, financial planning and controlling for the office’s expenses

Acted as the head of Human Resources which includes responsibilities such as talent acquisition, employee engagement, employee relations, administration, compensation and benefits, and staff development

Responsible for AR/AP of the company.

Exceeded yearly revenue quota by roughly 80%

Developed and implemented training initiatives

June 2011 – March 2012

CUSTOMER SERVICE REPRESENTATIVE / POC

Aditya Birla Minacs

Assisted customers with billing, miscellaneous changes, and general inquiries

Provided assistance in website navigation

Dec 2010 – June 2011

TEAM LEADER

Teletech Customer Care Management Philippines Inc.

Provided the team with a vision of the project objectives

Motivated, inspired, and coached team members

Lead and facilitated constructive communication

Nov 2007 – Nov 2010

QUALITY SPECIALIST

Teletech Customer Care Management Philippines Inc.

Initiated and streamlined the workflow process for operations.

Exceeded program metrics

Assisted in the detection of errors within the system and provided solutions for prevention

Assisted in maintaining QDSR, deliver daily performance reports and weekly-consolidated figures

Coached agents effectively and ensure that the standards set by the company and the clients are met

Assisted the quality department and other business units in continuous improvement initiatives to align with best and current business practices

July 2007 – Nov 2007

CUSTOMER SERVICE REPRESENTATIVE

Teletech Customer Care Management Philippines Inc.

Acted as back of house agent

Conducted credit checks on customer applications for mobile services. Later transitioned to provide support for Front of House through troubleshooting and modifying orders through the newly implemented system

Oct 2006 – July 2007

CUSTOMER INTERACTION ASSOCIATE

Ambergris Solutions Inc.

Provided technical assistance on online shipment and delivery services

Managed customer feedback and assist on website navigation

Sep 2001 – Sep 2006

STATION TELLER

Light Transit Authority

Operated the Passenger Agent Machine (PAM)

Encoded, analyzed, and upgraded the process of selling of tickets, and issuance of change to passengers

Prepared sales ticket incident reports and remitted cash collection to the Treasury Division

Guided and assisted passengers, and attended to their inquiries and complaints

EDUCATIONAL BACKGROUND:

1995 – 1999 Sta. Isabel College

Bachelor of Science in Accounting

TRAININGS AND SEMINARS ATTENDED:

Sep 2015

Aarki Sales Summit 2015

Feb 2011

Call Center Fundamentals

Team Lead 101

Apr 2008

Transformation RG1

Teletech – Operations and Training Department

Mar 2008

STEP Six Sigma – White Belt

Feb 2008

Quality Fundamentals

Aug 2006

Finishing Course for CSRs

Aug 2006

LRT Security Awareness Seminar

LRT Customer Relations Seminar

Apr 2004

Recycling Program on Customer Service and Automated Fare Collection System

Nov 2002

Know Your Money and Counterfeit Detection Seminar

May 2002

Workshop on Delivering Great Customer Service

Aug 2001

Automated Fare Collection System Training

Other Trainings

Adaptive Coaching for Results

Action Planning

Conducting The Coaching Session

Introduction to Coaching

Preparing to Coach

Adaptive Coaching Model

Conflict Resolution

Motivation

Leadership Through Change

REFERENCES:

Available upon request

Contact this candidate