Customer Care Administrative Assistant

Michelle-Rose C. Ruiz

Objective

To be a productive member of well-reputed organization, enhance my skills in order to accept the challenges, through my professional experience.

Experience

WellsFargo Enterprise (October 20, 2014 – Present)

Buyer (SCM) – (May 2, 2017 – August 15, 2020)

Manages requisition lifecycle from initial request through PO fulfilment. Covers categories such as L&D, FIT/ATLAS, RA, wireless, SRs for hardware –domestic and international, SCERS for open access, office supplies, office equipment, AFL/Blackbox

Adjustments in PO prices

Updates receipt for OMD (Open Media)

Addresses escalation and ensure timely resolution

Interacts with the suppliers to clarify orders and/or special instructions.

Works with Catalog Admin Team to get an item add done

Maintains Work Instruction specifically for L&D, FIT category

Handles team engagement

Operations Analyst (Business Payroll Services) – (October 20, 2014 – May 1, 2017)

Responsible for responding from moderate to complex inquiries and resolving concerns

regarding payroll products and services

Provides payroll account maintenance

Became part of the team that audits knowledge transfer (the team got nominated during

the quarterly award)

Handled Alternative training (extra-curricular activity project, invited other LOBs to participate in this special activity)

Northgate Arinso International (August 9, 2010 – April 28, 2014)

HR Services for Payroll and Benefits / Process Lead

Functional Lead/SME of Tier 1 HR Associates

Responds to information or enquiry requests that do not require any complex investigation:

Responds to basic HR questions

Analyses and solves customer’s questions, problems and / or requests

Builds and maintains information available to employees and HR representatives

Provides first line case management services

Produces and supplies on request, reports and statistical information

Processes requests for customer SAP/ESS/MSS

Processes ROE (Record of Employment) for Canadian Employees

Maintains data for payroll, employee’s information through SAP

Processes awards (re-route and manual)

Maintains Organization Management

FPC (Fundamental Payroll Certification) certified 2014

IBM Business Services (May 2, 2007- June 30, 2010)

HR Generalist (Allstate Insurance and American Airlines)

Handles employees’ inquiries about payroll, personal change request processes such as promotion, transfer, separation involuntary and voluntary) and other general HR issues

Assist employees with their trip book (pass bank eligibility)

Delegated as an OIC during absence of the manager

Ambergris Solutions, Inc. (July 15, 2003 – May 1, 2007)

Dell-NTBT(non –timebound trigger team) – (Outbound-Case/Escalation Specialist)

Handles Complicated unresolved/escalated issues.

Conduct follow-ups and provides assistance to ensure speedy resolution.

Customer Care Representative – OUTFOX (Outbound-Case Specialist)

Ensures that all Owned Cases/Issues are addressed.

Conducts weekly briefing/training on ownership and ensures that the team I handle

is updated on new processes regarding Case Ownership.

Conducts One on One Coaching with Agents that are not performing well.

Generate Reports on Ownership issues submitted by the team I handle.

Customer Care Representative - Inbound

Handles inbound calls for Dell Computers

Processes returns, exchange & short orders

Processes manual credits

Assists and answers Customer’s queries

Contact World, Inc. (Currently ClientLogic Phil.) (November 7, 2002 - July 15, 2003)

Call Center Associate

Handles outbound calls for an On-line Yellow Page Company

Sells websites for subscribers of On-line Yellow Pages

Trained as an Educational Consultant for Hooked on Phonics Campaign

under Fusion account.

ABX Pan Globe Logistics, Inc. (August 16, 2000 – August 19, 2002)

Executive Secretary/Admin Officer (November 2000 – August 19, 2002)

Receptionist (August 16, 2000-November 2000)

Arrange travel and hotel booking

Keep appointment schedules up to date.

Keep pending matters for Managing Director.

General secretarial work

Assist in HR functions such as recruitment, induction and orientation.

Perform general office administration: organize maintenance of building, office equipment, purchase and replenishment of office supply and distribution.

Supervise the Administrative Assistant and Receptionist.

Assist in claims handling, such as first correspondence with claimant, link with insurance company, etc.

Execute administrative tasks like updating the internal phone list, company organization chart, filing, etc.

Backup the Administrative Assistant when necessary

Appointed as Assistant QMR, controls the ISO File (had a big participation in preparation of whole ISO procedure/implementation)

Globe Telecom (July 2000 – August 2000)

Telemarketing- Customer Service (Contractual)

Staff

Informs subscribers of the on-going promo

Informs subscribers of the action taken with regards to their complaints

Welcomes new subscribers and helps them get acquainted with the features of the phone

Lucent Technologies Inc. (April 2000 – June 2000)

Sales Secretary (Contractual)

Staff

Provides administrative support to the sales team, efficiently covering calls, meetings

and presentations; customer special occasions such as birthdays, anniversaries; expense monitoring; sales call monitoring; travel coordination;

Account file Administration

Bilfinger + Berger (Philippines) Construction Inc. (November 1998 – January 2000

Technical Secretary / Receptionist (Full Time)

Staff

Receives visitors, clients, suppliers and assist / guide them in their queries

Receives and transfers incoming calls

Supports the secretarial pool in their typing jobs and other office services

Assists the Admin Manager

Logs in arrival and departure of staff

Attends to general office assistance and sees to it that the office is always

kept clean and orderly and adequately provided with supplies

Keep and maintain an orderly and systematic filing system

Arrange and keep appointment schedules of superior and reminds him of the

schedule

Global Bank (October 1998 – November 1998)

Telephone Operator (Contractual)

Staff

Receives / Screens / Transfers calls

Assists Administration Officer

Education

St. Paul College Manila

(June 1993 – March 1997)

BSC- Marketing

Trainings Attended

German Class (October 1999)

ISO 9001:2000 Awareness (August 2001)

ISO Internal Auditor Training (January 2002)

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