MARIE NOEMI A. BALANE
Present Address:**J-B Abenojar St. Brgy. Culiat Q.C. 1128
Home Address: San Lorenzo Masinloc Zambales, Philippines
Contact Details: +639*********
Career Objective and Summary:
Prioritize and focus to the client in everything I do. Empowering Customer Service Representative providing all resources to solve critical issue/problems of the customers. Engaging and connecting genuinely with the clients across the United States to provide product and services information and help resolve emerging concerns. – BPO Industry
12 Years extensive experience in Administrative Office position.
Work with organization that provides me great chances of applying my best administrative skills and culinary practices through challenging tasks and will help me in advancing my career to higher level. Responsible for the continuous improvement and control of administrative systems and regulatory obligations of the department.
Summary of Skills & Qualifications:
Excellent English communication skills (spoken and writing)
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
Strong analytical and problem-solving skills to comprehend, solution and act on presented customer concern or problem
Positive Team Leader, develop and inspire others.
Ability to multitask and work independently as well as in a team environment.
Ability to multi-task and navigate multiple applications at the same time. System Tools (BPO System production tools)
Able to identify and resolve problems, remain organized and work well with little or no supervision.
Understand the importance of providing excellent service to maintain customer satisfaction and create trust with the client
Work under pressure with excellent time management skill and prioritization.
Task Trainer Certified (Departmental Trainer)
Document Management Champion (DMS Department Coordinator)
System Tools User: Oracle Fusion / Gantner Time and Attendance / Taleo / LMS and TMS / Medallia / Adaco / Revinate (Hospitality Ind.)
Flexible working regular shift, night shift and even holidays
Customer Service Representative
John Hancock Annuities (Business Unit)
Manulife Building B, UP North Science and Technology Park, Commonwealth Avenue,
Diliman, Quezon City, Philippines, 1101
Date: October 12, 2020 – June 18, 2021
Voice Account – Inbound: Handles US account investment and insurance for individual policies.
Assist customer / client inquiries regarding individual contract summary details, policies, and reports.
Manage and resolve client complaints and questions, provided accurate and efficient information about products and services
Build sustainable relationships and trust with customers through open and interactive communication
Take instructions via telephone and written and process necessary transaction, financial and non-financial. Assist to process transaction by following strict procedures to obtain approval and process request on the right time, Inform Turn around time for every request.
Process trades, stocks, and investment of the client as per request.
Process client source documents by reviewing data for deficiencies. Verifies entered customer and account data by reviewing, deleting, or reentering data.
Maintains communication and improves quality result by adhering to standard and company guidelines, process, and procedures.
Provided technical support that include troubleshooting client concerns how to log in to their account,
Identify and escalating priority issues and reporting to Supervisors.
Routing inbound calls to the appropriate resources
Completing call logs/notes and Work Item, call reports and updating in various systems. And researching required information using available resources.
Protect clients’ accounts and assets by applying interactive security questions guidelines and maintain client confidentiality.
Report any fraudulent / suspicious inbound calls.
Call back client as per their request and required for follow-up and updates.
Attend mandatory training sessions for new updates for products or company policy changes.
Attend Team huddle, 1-1 coaching with QA and adhere performance target and reliability.
Coordinator (EA to Executive Chef)
Food and Beverage Production - Al Qasr Hotel
Madinat Jumeirah, the Arabian Resort Dubai, United Arab Emirates
Website: Al Qasr Hotel - Madinat Jumeirah
Date: December 30, 2013 –May 31, 2020
Food and Beverage Production
Conference and Events & Jumeirah Hospitality
Madinat Jumeirah, the Arabian Resort Dubai, United Arab Emirates
Website: Conference & Events Madinat Jumeirah
Date: March 04, 2010- December 29, 2013
Direct report to Executive Chef, in day to day activities. Perform executive assistant role.
Responsible for documentation, tracking and monitoring files. Work in a Culinary Administrative team in the entire Madinat Jumeirah Resort.
Drive change, influence transitions, and actively seek and contribute to ideas and solutions for continuous improvement of the department.
Monitor, track and update Document Management System and other administrative matters for both staff and department (SOPs and Policy, Induction Plan, Job Description, Organizational chart, Trainings, vacation, sick leave, applying visa, passport, forms and template creations, Hygiene or HACCP files certificates, Health Cards, ID cards, Productivity Gantner Time and Attendance Roster, etc.)
Maintain and update Manning and turnover in timely manner. Raise New Hires and Status changes of the staff using Oracle Fusion and Taleo system.
Assess applicants for recruitment and coordinate with HR Recruitment for hiring staff both internal and external.
Solve typical colleague issues and answer questions related to human resource policies and procedures and other relevant department.
Responsible for the tracking for audit requirements for HACCP (internal and External / Surveillance Visit) and Dubai Municipality as needed. Ensure compliance with all health, hygiene, security, files and safety regulations and other Food Safety Management related.
Ensure proper requisitioning and controlling office supplies and general store. Send quotation to the Purchasing for Adaco code creation. Order in Adaco system for office supplies. Approve / review requisitions.
Update Balance Score card and KPI (Key Performance Index) tracking, Kitchen Manning, or staffing, Colleagues profiles, Standard Rosters, and other relevant tracking in a regular basis.
Adhere to Jumeirah International Guiding Principle and Hallmarks and to promote them to colleagues on a constant basis, always leading by example.
Prepare various reports and documents, Morning report (Daily Restaurant Revenue, Food Cost, Hotel Forecast) Post Mortem Report, menus, menu engineering, recipes, training plans & handouts, workbooks.
Prepare power point presentation for every communication meeting, food tasting presentations, menu presentation, etc.
Provided training to the staff for self-services log-in Using Oracle or any company system. Ensure to nominate and send them for training for self and career growth development.
Perform any related duties and special projects as requested by HOD.
Document Controller cum Secretary
Bond Communications / Bond Group Technology Integrators
Sheik Zayed Road, Dubai UAE, PO Box 53527
Website: Bond Group May 14, 2008 – February 09, 2010
Specializes in state of the art, innovative and integrated IT solutions covering Middle East, the Arabian Gulf and Levant; provides consultancy services, project designs, project management, turnkey solutions and latest technology.
Duties & Responsibilities
Direct report to the Project manager and act as PA. Assisting Engineers, Draftsman / technician, and storekeeper. Site supervisors to contact our contractors and consultants and arranging meeting in a very appropriate manner.
Attend to all phone calls concerning our projects and other necessary inquiries
Responsible in tracking/tracing the missing documents, revisions and new.
Maintaining all submittals and document’s records are in accurate way and properly arranged in the respective file folder.
Controlling and monitoring incoming & outgoing mails; recording documents like drawings, materials and documents submittals through computer system and Aconex.
General administrative duties and filing of all significant documents pertaining to our entire projects.
THE LEADER GARMENTS CORPORATION
Carmona Cavite, Philippines
June 2006- February 2008
Service Crew / Cashier
Tokyo Tokyo Restaurant
Harrison Plaza, Manila Philippines
Aug 01, 2004 – February 06, 2005
Bachelor of Science in Industrial Education Major in Industrial Arts
(Bachelor’s Degree Graduate-4 years)
Date: June 2000- March 2004
Technological University of the Philippines, Manila Philippines
On Job - Trainee
Practical Teaching (Grade – 5)
Subject: Home Economics General
Dona Imelda Elementary School
Araneta Avenue, Quezon City
June – December 2003
Reference: Upon Request