Customer Service Manager

WARREN Q. ORADA

CONTACT DETAILS

Permanent Address: 1122 Zone 6, Triangulo, Naga City, Bicol Region 4400 Mobile: (+63) 917-***-**** E-mail: ************@*****.***

Metro Manila Address: 23 Tanglaw Street, Brgy Plainview, Mandaluyong City 1550

WORK EXPERIENCES

[9th/Current Job] Company Name : Department of Trade and Industry (Nat’l Gov’t Agency) Position Title : Motorpool Head (Administrative Officer V) Specialization : Human Resource and Administrative Service Duration : March 3, 2019 – Present

Reporting to the GSD Chief Admin Officer and HRAS Director, role is focused as Motorpool Head. Overall fleet management. Includes daily operations of shuttle busses for employees, and GSD’s pool of vehicles and drivers. Basement and Parking administration. Ensuring drivers are engaged and vehicles are in good running condition on a daily basis. Reports generation and submission. Approving and processing PR, PM and repair. Managing staff’s daily attendance and leaves.

● Highlights:

o Ad hoc, appointed as HRAS Bureau’s ISO Coordinator; Gender & Development (GAD) POC; and Batas Pambansa 344 (Accessibility Law) POC

[8th Job] Company Name : Maxicare Healthcare Corporation (Healthcare Industry) Position Title : Administration Head (Senior Manager) Specialization : Administration and Facilities Management Duration : October 2, 2017 – February 28, 2019

Reporting to the Admin AVP (CMGS Head) and President, role is focused as Admin Head/Group Manager of Section Managers/Heads for Commercial Management & General Services Division of S2: Facilities Management, Project Management, Administration & General Services, and Procurement & Property Management, and Building Administration. Overall taking care of Maxicare Healthcare Corporation's Head Office (8-story 5,245 SQM floor area), Binondo Office, its Primary Care Centers (PCCs, 250 SQM floor area each), Sales Offices and Help Desks in the entire Philippines—ensuring that Admin Team is engaged and supporting the daily business needs of each branch and no downtime.

● Highlights:

o Improved visibility and customer service and minimize escalations, and faster Technical/Technician support to PCCs;

o OIC CMGS Head (April to May 2018);

o Initiated and took the role as Site Acquisition Officer from November 2018 to February 2019

[7th Job] Company Name : Concentrix Services Corporation (BPO Industry) Position Title : Administration Site Leader (Assistant Manager) Specialization : Administration and Facilities Management Duration : August 22, 2016 – September 15, 2017

Part of Administration Department, and direct report to Senior Admin Manager for Regional Sites, work description is focused as Site Admin Asst. Manager involved in planning, organizing, leading and ensuring excellent operations and reliability of all manpower, utilities, equipment, building maintenance meeting regulatory standards, and providing technical and general administrative support for the Nuvali Site (Sta Rosa, Laguna), with 2,400+ SQM floor area. 1 WQOrada

● General Administration (Security, Transportation, Housekeeping, Executive Support and Client Visit, Asset Management and Inventory, Company Events Management); Facilities Management; Contract Management; Vendor Management; Financial (Budget Management/Monitoring, Procurement monitoring and coordination, PR/PO Process); Reports Tracking/Monitoring; Admin/Facilities Internal Audits; Policies/Process Implementation and Improvement; BCP Management; EHS coordination/implementation; Reporting/Attending ManCom Meetings; Reporting/Attending MBRs and QBRs

● Highlights:

o Concentrix Green Initiative Top 3 Overall Sites: Nuvali Site received 3rd Place (Breakdown: 1st Place - Energy Reduction vs Target, garnering 47.37% among 10 PH sites; 6th Place - Energy Efficiency Ranking among 10 PH sites; as December 2016) o Tasked to handle the 5-floor Ortigas Site (Pasig City) for 4 months, with around 1,000 employees and 8,000+ sqm floor area, from May to August 2017

[6th Job] Company Name : Robinsons Supermarket Corporation (Retail Industry) Position Title : Administration Officer (Sr. Supervisor) Specialization : General Store Administration and Security Management Duration : October 10, 2015 – August 15, 2016

Part of the Store Operations, and as a direct report to the Store Manager, work description is focused on General Store Administration as well as Protective Services and Management, with 1,425 SQM floor area. Housekeeping

● Ensures that all areas of responsibility are kept clean and tidy per the highest sanitary and cleanliness standards; and store has adequate and working supplies and tools to support all housekeeping requirements

● Rationalizes and submits periodic work schedule reports, housekeeping reports including pest control reports

Engineering

● Ensures that:

o electrical, refrigeration, and mechanical facilities, equipment, tools and fixtures are properly maintained and in good running condition

o all repairs of electrical and refrigeration units are properly done at least possible time and cost o store has adequate and working supplies and tools to support all engineering requirements Security

● Ensures that:

o all security measures and controls are in place always o all security personnel are:

properly equipped to handle security issues in the store

properly scheduled posted in critical areas in the store

adequately equipped to conduct proper handling of all customer service and pilferage issues and concerns that may arise in the store

o proper safekeeping and documentation of shoplifted materials

● Provides adequate monitor of performance of all security personnel and ensures that substandard performance is acted upon accordingly

● Punctual and accurate report of all security status and concerns Utilities

● Checks, monitors and properly acts on the update and settlement of utilities and maintenance contracts such as; telephone, electricity, water, maintenance and manpower agency services; Monitors the movement, recommends the sale and disposal scrap items HR/Recruitment

● Conducts Recruitment for all third-party manpower such as merchandiser, push girl/promo girl, housekeeping, security, warehouseman, bagger and their seasonal counterparts. Included is the conduct of background check, aside from ensuring that all their pre-employment requirements are duly complied

● Issues disciplinary actions to regular and contract-based employees, covering administrative functions

● Ensures that all employees under all the sections in the department perform per policies and work standards

[5th Job] Company Name : Concentrix Services Corporation (BPO Industry) Position Title : Facilities Management Supervisor (Site Supervisor) Specialization : Administration and Facilities Management Duration : June 2014 – October 2015

Part of Admin Department, and direct report to Admin Site Lead, work description is focused on facilities management such as planning, organizing, and ensuring excellent operations and reliability of all utilities, equipment, building maintenance meeting regulatory standards, and provide technical and administrative support and services for the Nuvali Site, with 2,400+ SQM floor area. 2 WQOrada

Facilities Management

● Managing all staff and personnel responsible for the Site operations and general facility repair and maintenance of office equipment, furniture and fixtures, utilities, and other civil, electrical, mechanical, and fire protection works to ensure smooth operations

● Ensuring that all utility expenses are strictly monitored

● Working with Site Lead to monitor and control facility inventory such as storage, transfer and allocation of furniture, fixtures, etc

● Checking the prepared standard reports of staff to ensure consistent presentation and analysis of data

● Overseeing all vendors’/contractors’ technical works, contractual agreement and non-compliance, in adherence to safety and health, as far as facilities improvement and work orders are concerned

● Continuous support to Facilities staff through guidance and coaching, as far as customer service, professional and personal growth are concerned

● Supervising Admin Team’s schedule, in support to Site operations by closely monitoring absences, tardiness, and leaves to avoid impact in Administrative operations

● Supervising Admin Office by ensuring that it is manned always, and all calls and concerns are acknowledged, referred to the right departments, and timely and properly taken care of

● Ensuring that Helpdesk ticketing tool queue is constantly zero-escalation

● Ensuring all work permit and gate pass compliance to Building Admin are timely processed and monitored Administration (Executive Support)

● Assisting in events management for major company activities like family day, Halloween, sports tournaments, year-end party, etc

● Assisting in housekeeping and cleanliness

● Assisting in meeting room reservations

● Assisting in client visits covering basic logistics like water, coffee, meeting room use, IT support, etc Administration (Inventory and Logistics)

● Assisting in office supplies provisioning

● Assisting clients, guests and employees’ transportation services

● Assisting in mailroom services

● Highlights:

o Nuvali Site: Admin Top Performer for June 2015 as Site Lead POC; o Entrusted to Admin POC role for Nuvali Site from June to August 2015; o Supported Admin Site Lead for new Cubao Site for 2 months, under FM and Admin Executive Support functions

[4th Job] Company Name : WorldHub Services Corporation (BPO Industry) Position Title : Office Administrator and Receptionist Specialization : General Office Administration

Duration : September 2013 – March 2014 (Contractual) Direct report to HRAD Manager, work descriptions are as follows: Administration

● Secretarial Front Desk tasks such as meeting and greeting new guests to the office and handling incoming phone calls

● Managing/Coordinating Admin Staff (company driver, messenger/janitor) to keep office in excellent condition

● Liaising with all office vendors and suppliers (pantry, beverages, etc)

● Coordinating with Accounting to ensure swift and accurate payment of invoices for vendors and suppliers; purchasing requirements including but not limited to PRs, POs, petty cash and cash advance

● Handling documents and information security to company documents that are confidential in nature

● Providing general assistance on administrative services like purchasing, facilities, logistics, occupational safety, security and health services, mail or reception

● Keeping inventory of supplies (office, janitorial, facilities, etc) and administer to staff as needed via Project Management Request System (ticketing system)

● Assisting travel arrangements for executive members Facilities

● Directly responsible for the appearance of the entire office; supervising/handling office facility repair and maintenance such as AC system, sprinkler system, FDAS, carpet cleaning, pest control, and fire equipment are updated/checked periodically

● Liaising with Building Admin to activities and mandatory functions of office building; coordinating with Building Admin and third party construction groups for any repair or maintenance to the office on behalf of Operations Director/CEO

● Liaising with vendors/contractors for making upgrades to the office and ordering any new furniture or fixtures

● Coordinating with PEZA to ensure that office is up to mandated specifications to continue achieve annual certifications and permits

3 WQOrada

[3rd Job] Company Name : Sutherland Global Services, Phils., Inc. (BPO Industry) Position Title : Senior Admin Specialist

Specialization : Facilities and Property Management Duration : July 2008 – April 10, 2013

Part of Facility and Property Management. Work is general administration especially taking care of admin and facilities operations, to wit:

Senior Admin Specialist (July 1, 2012 to April 10, 2013)

● Admin Helpdesk Officer

● Lead for (1) 6400 Worker Helpdesk (ticketing system) (2) Transportation Operations (3) Mobile Phone Issuances (4) Clinic Operations (5) Photocopying Services (6) Tarpaulin Printing Services (7) Transportation Requirements for Business Continuity Plan (BCP) (8) Hotel Accommodation and Transportation

● POC for (1) Client Visit Preparations (2) Admin NHO (3) Shared-Support Services (4) Travel Fund Admin Specialist (June 2011 to June 30, 2012)

Facilities Assistant and Security Support (July 2008 to May 2011)

[2nd Job] Company Name : Central Bicol State University for Agriculture (CBSUA) Sipocot Campus Position Title : College Instructor I

Specialization : Criminology Education

Duration : SY 2007 – 2008

Faculty member of the Criminology Department and taught Major subjects, and its educational requirements under CHED, to wit: Criminal Sociology: Foundations of Criminology, Juvenile Delinquency & Crime Prevention, Criminal Justice System; Law Enforcement Administration: Fundamentals of Criminal Investigation, Special Crime Investigation, Industrial Security Management, Police Intelligence; Criminalistics:Forensic Ballistics, Polygraphy

● Highlights:

o Adviser of Criminology Department Student Leaders; o POC-Inter-Department Cultural Competition

[1st Job] Company Name : University of Saint Anthony Position Title : College Instructor

Specialization : Criminology Education

Duration : SY 2005 – 2007

Faculty member of the Criminology Department and taught Major subjects, and its educational requirements under CHED, to wit: Criminal Sociology: Foundations of Criminology, Juvenile Delinquency & Crime Prevention, Criminal Justice System, Criminal Psychology; Law Enforcement Administration: Drug Education & Vice Control, Traffic Management & Accident Investigation, Fundamentals of Criminal Investigation, Industrial Security Management, Police Intelligence, Police Ethics; Corrections: Correctional Administration; Criminalistics: Forensic Photography, Forensic Dactyloscopy; ETEEAP:for the undergrad personnel from PNP/BJMP

● Highlights:

o Handled subjects of Expanded Tertiary Education Equivalency and Accreditation (ETEEAP) with students from the 3 branches of DILG (BFP, PNP & BJMP); o Adviser of "The Bullets", official student community publication of College of Criminology; o Initiated the first summer class advancement, offered to students from April to May 2007

EDUCATIONAL BACKGROUND

Qualification : Graduate Level

Field of Study : Master of Science in Criminology

Institute/University : University of Saint Anthony, Iriga City, Philippines Grade : ***Incomplete (Thesis Writing)

Qualification : Bachelor’s Degree

Field of Study : Bachelor of Science in Criminology Institute/University : Naga College Foundation, Naga City Graduation Date : March 2004

LICENSES & CERTIFICATIONS

Certification Special Certificate in Environmental Laws and Investigation (SCELI) Course by Philippine Continuing Professional Development Training Center Inc, 90/100%, June-July 2020 Certification Basic Occupational Safety and Health (BOSH) Training Course for Supervisor by DOLE, March 2010, Certificate No. 10-08-338

Certification Trainer’s Methodology Course (TM I) for Ladderized Criminology Education Program by TESDA, April 2007

Passer Licensure Examination for Criminologist by PRC, August 2004, 78.50% Rating 4 WQOrada

TRAININGS/SEMINARS ATTENDED (from first to most recent job) Department of Trade & Industry

● ISO 9001:2015 - Awareness Training; Documentation Training; Risk Management Training; & Internal Quality Audit, Makati City, *various dates in 2019

● ISO 9001:2015 - Root Cause Analysis & Corrective Action Training, Makati City, November 12, 2019

● Reorientation on Internal Control (Internal Control Standards for Phil Public Sector), Makati City, November 26-27, 2019

Maxicare Healthcare Corporation

● Data Privacy Law Seminar, Divina Law, Divina Law Events Hall, Makati City, October 9, 2017

● Presentation for Success: Effective Presentation Skills, Makati City, June 20, 2018 Concentrix Services Corporation

● Brilliant at the Basics for Team Leaders, Concentrix University, September 2015

(Business Operations Excellence; Stakeholder Management; People Management)

● Coach to Lead Workshop, Concentrix University, September 2015

(Define coaching; Describe effective coaching; Describe the qualities of an effective coach; Describe the GROW model for effective coaching; Apply SMART principles when creating an action plan; Give effective feedback; Describe quantum questions; Practice a coaching session using GROW model and quantum questions)

Sutherland Global Services

● LEAD 100 Training for Team Managers, Academy of Excellence, February-March, 2013

(Intro to BPO and SGS; Habits of a World Class Leader; Leadership vs Management; Time Management; Communicating w/ Different Personality Types; Respect in the Workplace; The ABCs of People Management; Coaching; Transactional Monitoring; Analyzing Information to Make Better Decisions; Hiring Only the Best; Managing Absenteeism and Attrition; Motivation, Rewards and Recognition; Corrective Communication and Discipline; Managing Conflict Resolution; and Performance Review Process)

● SOUL Training for Admin CamSur Team, Academy of Excellence, February 2013

(Intro to BPO and SGS; Habits of World Class Team Manager; Leading vs Managing; Time Management; and Six Thinking Hats)

● One-Minute Manager by SOUL, Academy of Excellence, June 10, 2011 Work Attitude and Values Enhancement by Powermax Inc, Crowne Plaza Galleria, Manila, May 26, 2011

● New Hire Orientation Facilitators Training, Academy of Excellence, 2010

● Center of Learning (COL): Customer Service Training, 2010 Department of Labor and Employment

● (BOSH) Basic Occupational Safety & Health Training Course for Supervisor by Occupational Safety and Health Center, Legazpi City, Albay, Bicol Region, 2010

PERSONAL INFORMATION

Birth Date: 25 September 1983 Height: 162 cm (5’4”) Weight: 65.5 kg SSS No: 05-0748159-1 PhilHealth No: 100********* Pag-Ibig No: 102******** TIN: 933-536-626

CHARACTER REFERENCES

*upon request

5 WQOrada

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