Business Office Manager

Location:

Cebu City, Philippines

Posted:

March 03, 2021

Contact this candidate

Resume:

RICHIE PASTORIZA SENO

R. Arcenas Street, Sta. Ana, Capakulan

Labangon, Cebu City, Cebu, Philippines, 6000

Contact Nos: 096*-***-**** / 032-*******

***********@*****.***

QUALIFICATION SUMMARY

• Has over 10 years of experience in Human Resource, Recruitment, Accounting, Finance, Audit, Project Management,

• Has over 15 years of experience in the BPO industry with 9 years of hands on Quality Assurance

for various verticals like Customer Service, Sales, Health, Financial and Non-Financial Services.

• Has over 5 years of experience in Event Organizing

• Lean Six Sigma Yellow Belt Trained

• Competent in managing responsibilities and in monitoring a department’s work to develop more efficient procedures and use of resources while maintaining a high level of accuracy

• Equipped with excellent managing, coaching, customer service, accounting, listening, oral and written communications skills

• Competent and reliable professional, committed to top quality work

• Skilled in handling the public with diplomacy and professionalism

• Upholds the mission of providing quality service to people from all social backgrounds.

ELIGIBILITY

Philippine Civil Service Eligible – Professional

EDUCATIONAL BACKGROUND

College

Degree: Bachelor of Science in Accountancy

Recognition: Honor’s List

1995 - 1997 University of San Carlos

Cebu City

1993 - 1995 Saint Theresa’s College

Cebu City

High School

Recognition: Top Ten

1989 - 1993 Saint Theresa’s College

Cebu City

Elementary

1982 – 1989 Colegio De La Inmaculada Concepcion

Cebu City

SEMINARS / TRAININGS ATTENDED

July 2019 Advance Project Management Training

Facilitated by Engr. Ronnie Legaspi

August 2017 Leadership Training

Facilitated by Ron Cocoba

September 2015 Lean Six Sigma Yellow Belt Trained (IAQP)

Facilitated by Jenette Gorospe

September 2015 ISO QMS 9001:2008 Training

Facilitated by Jenette Gorospe

September 2015 Quality Tools

Facilitated by Jenette Gorospe

August 2015 Project Management Training

Facilitated by Engr. Ronnie Legaspi

July 2010 Inventory Management Training

Facilitated by Engr. Ronnie Legaspi

February 2009 Seven Essential Habits Workshop

Facilitated by Mr. Kamesh Ganeson

October 2008 Quality Skills Upliftment Program

Facilitated by Mr. Karthik Subburaman

February 2007 New Quality Form Training

Facilitated by Mr. Ashish Bisaria

July 2007 Quality Assurance 101

Facilitated by Ms. Mary Reyes

WORK EXPERIENCES

September 07, 2016 – February 29, 2020 Business Office Manager /

Accounting Project Manager

Intuitive Solutions

Ameridea Global Services

Managed daily business office transactions (HR, Accounting, Finance, Audit, Recruitment)

Build and manage the accounting / financial / bookkeeping processes to correspond to the business requirements (using Quickbooks, Bill.com, Expensify and other tools)

Manage the preparation of various financial and budget reports

Provides various accounting and financial analysis for business profitability and development

Manage budgets for departments, projects and grants.

Monitor various financial transactions for efficient cash flow and increase revenue (using Quickbooks, Bill.com, Expensify and other tools)

Review accounting / financial processes for improvement opportunities

Identify tools that can improve the quality, efficiency of accounting / financial processes (e.g. Quickbooks, Bill.com, Expensify)

Define requirements of new tools for accurate alignment to current needs and issues

Created, develop, implement and sustain HR, Finance, Recruitment processes

oHR / Employee Relations Processes

Employee Code of Discipline

Employee Probationary & Regularization

Employee On / Off Boarding

People Development / Performance Appraisal

Employee Separation

Employee Exit Interview

Employee Records Keeping

oRecruitment Processes

Employee Re-employment

Employee Internal Job Posting

Employee Referral Program

oFinance / Accounting Processes

Budgeting

Payroll / Compensation and Benefits

Auditing

Facilitate programs and leadership trainings for company long term sustainability

July 16, 2015 – September 05, 2016 Quality Supervisor

V-Customer

●Manage and implement Quality Processes

●Manage the operation of the quality program to ensure proper QA policies, standards and procedures are met

●Manage, develop, implement and maintain quality assurance processes, projects and activities

●Conducts root cause analysis and works on data which require evaluation of a variety of factors, including an understanding of current business trends

●Create quality assurance reports and analysis

●Conduct presentation of customer satisfaction metrics to BPO executives and clients on regular Weekly and Monthly Business Reviews ( WPR / MBR ).

●Interfaces with clients on call monitoring / calibration sessions and ensures that quality standards of recordings are being met

●Facilitate investigation of customer / clients’ complaints and provides appropriate resolution / recommendations

●Supervise the quality requirements required by other departments – recruitment, training and operations

●Conduct monthly coaching sessions to develop & evaluate Quality Evaluators by assessing performance and accuracy

●Conducts mentoring sessions with the agents in order to assist them in increasing self-value and their skills towards the fulfilment of not only the goal of the company but most specifically for their growth as individuals

●Conducts Quality Assurance Trainings to Quality evaluators, operation leaders, agents

●Conducts interviews of applicants and Quality Assurance Talks with new hires

January 24, 2011 – June 30, 2015 Quality Evaluator / Script Developer - POC

Call Assistant, Philippines, Cebu

Quality Evaluator

●Responsible for ensuring calls are handled with excellence through coaching and creating call assessment

●Responsible for maintaining the Quality standards. Standards that are not limited to, how the call is answered, how well the agent engaged the customer, how well the agent used available resources, whether or not the customer's issue was resolved and how the agent closed the call

●Verify validity of a sale interaction (financial and non-financial account)

●As a POC (Point of Contact) of the team, responsible for the completion of the targeted quality evaluations. Conduct audits on the evaluations done by other Quality evaluators to ensure continuous compliance of quality standards

●Create weekly reports for quality as the needs arises and as required by the direct manager

Script Developer

●Update call scripts to be integrated with a graphical user interface as a medium of conversation between our call agent and customer

●Review, verify and evaluate script efficiency

●Maintains accuracy on the script updates to assist agents in handling call effectively

March 07, 2005 – July 15, 2010 Quality / Transaction Monitoring Evaluator - POC Convergys Philippines, Banawa, Cebu City

●Responsible for preparing an extensive observation on calls that are reported by clients which requires investigation and needs immediate coaching and mentoring / disciplinary action

●Prepares regular reports on the trending of agent's behavior and quality compliance

●Conducting regular coaching and mentoring sessions with the agents

●Educates the agents on the purpose of Quality and what can be done to ensure high QA scores which include how to stick to the telephone script, branding the call, taking ownership of the call, avoiding dead airtime and closing the call

●Facilitate program specific internal quality calibration sessions for the improvement of the entire program

●Develops and implements the self-assessment processes and procedures to meet quality assurance obligations. Make self-assessment instrumental to regular review process and form the basis of external reviews

●Support all program area and business support area teams in the development of self- assessment reports, allowing improvements to be identified to programs and services through an evaluative and outcomes focused approach to quality

●Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests

●Interface with customers via inbound and outbound calls for the purpose of collecting funds on pre-charge off or past due accounts

May 2001 – May 2003 Human Resource and Accounting Manager American Dream Review Institute, Philippines, Cebu

●Manages the performance of the entire Accounting and Human Resource team

●Build the Accounting and Human Resource processes

●Led the implementation of Accounting, Finance, Audit, Inventory, Marketing and Human Resource procedures to develop more effective strategies in maintaining high level of accuracy

●Develop and maintain an efficient Accounting, Finance, Audit, Inventory and Human Resource processes to increase the Institute’s value

●Ensure the timely completion of all financial reports

●Supervise the reconciliation of financial discrepancies

●Initiate budget and forecasting activities effectively to achieve institutional missions and goals

●Develop coherent values and ethical standards for the entire institute

●Ensure employee welfare and employee relations are positive and the working environment is safe for the employees

●Develop programs to shape employees on how they think about responsibilities, on how to communicate the Institute’s purpose to others, and engage students/ reviewers in the programs

●Interface with other departments to ensure all HR policies such as health & safety, training, staff appraisals are being carried out in accordance with the company’s HR policy.

●Enhance the training process for new and existing staff as needed

●Establish performance goals and objectives for each year and monitor the progress to enhance the professional development of staff

●Provide recommendations to the CEO to further develop the entire Review Institute

July 1997 – June 2000 Accounting / Commissions Clerk

CAP Life Insurance Corp., Philippines, Cebu

●Performs financial administration

●Prepare and make corporate commission disbursements

●Prepare and make Bank Reconciliation Statements

●Computes payroll and process payments to staff promptly

●Computes tax deductions and enlightening staff on income tax withholding and other necessary deductions, as well as filing payroll tax

●Precisely maintaining manifold payroll accounts

●Audits payroll procedure and performing corrective actions as required