|Flat ***, Sevan |+971-**-***-**** |

|Building |(xjavt8@r.postjobfree.com|

|Salahuddin Road, |m |

|Abuhail |Skype id: mesanguenza |

|Dubai, United | |

|Arab Emirates | |

Melinda P. Sanguenza

|Career |A career as a Marketing/Administrative Supervisor |

|Objective: |or Manager position with your progressive |

| |organization that will apply my skills, creative |

| |ideas, knowledge, abilities, and experience in an |

| |executive capacity, where I can effectively and |

| |efficiently contribute to company's target goal(s) |

| |and objective(s). |

|Experience:|September 2010 - Present |

| | |

| |Lootah BCGas L.L.C. |

| |1st Floor, S.S. Lootah Building, Salahuddin Road, |

| |Deira, Dubai, UAE P.O. Box 41033 |

| |Tel: +971-*-***-**** / +971-*-***-**** |

| | |

| |Employee number: LB00768 |

| | |

| |Special Projects Administrator |

| | |

| |Developing business & execution plan, marketing & |

| |sales plan, social media plan and different |

| |business processes. |

| |Drafting new concepts in terms of branding, |

| |promotions and other related marketing collateral |

| |materials. |

| |Searching and coordinating with at least 70-100 |

| |(internal & external) clients related to their |

| |marketing needs. |

| |Proposing and reviewing all forms, manuals, |

| |processes and other related documents for marketing|

| |and managerial purposes. |

| |Conduct research to determine efficiency and |

| |effectiveness of the proposed managerial process |

| |and/or procedures. |

| |Provides marketing analysis and actionable data to |

| |various internal support groups as needed. |

| |Organized and attended related events across United|

| |Arab Emirates. |

| |Required to provide any special projects over all |

| |reports and data analysis for management review. |

| |Using new innovated business design in a powerpoint|

| |in presenting a meaningful & comprehensive |

| |marketing or business presentation reports. |

| |Handling, coordinating and managing special project|

| |task(s) appointed by the General Manager. Also, |

| |providing advice on the managerial methods in terms|

| |of organization of the team. |

| | |

| |Part of the assigned special task - January 2011 to|

| |May 2012 |

| | |

| |Sustainable Media Group L.L.C. |

| |1st Floor, S.S. Lootah Building, Salahuddin Road, |

| |Deira, Dubai, UAE P.O. Box 41033 |

| |Tel: +971-*-***-**** / +971-*-***-**** |

| | |

| |Epic Dubai Event Project |

| |Employee number: LB00768 |

| | |

| | |

| |Marketing and Administrative Coordinator |

| | |

| |Searching and coordinating with 70 -100 (internal |

| |and external) clients such as government and |

| |private sectors whatever their marketing needs. |

| |Closing deals with several clients. |

| |Participates and coordinates in event planning, |

| |organizing and sharing creative marketing design |

| |inputs internally and externally. |

| |Drafting new concepts in terms of branding, |

| |promotions and other related marketing collateral |

| |materials. |

| |Organized and lead the operations and maintenance |

| |regarding e-marketing. |

| |Drafting and initiating new process or procedures |

| |in organizing staff and task(s) activities. |

| |Conduct research to determine efficiency and |

| |effectiveness of the proposed managerial process |

| |and/or procedures. |

| |Monitor and control marketing expenses and other |

| |related documents within the organization in order |

| |to meet the set objective(s) related to this |

| |matter. |

| |Provides overall marketing reports and data |

| |analysis for management team review. |

| |Provides actionable data to various internal |

| |support groups as needed. |

| |Utilized CRM tool for sales data management. |

| |Attending international events representing the |

| |company such as Globe and Epic Events held at |

| |Vancouver Convention Centre in Canada. |

| |Organized and attended related events across United|

| |Arab Emirates. |

| | |

| |Part of the assigned special task - September 2011 |

| |to January 2012 |

| | |

| |Lootah BCGas L.L.C. |

| |2nd Floor, S.S. Lootah Building, Salahuddin Road, |

| |Deira, Dubai, UAE P.O. Box 41033 |

| |Tel: +971-*-***-**** / +971-*-***-**** |

| | |

| |Call Center Department |

| |Employee number: LB00768 |

| | |

| |Call Center Administration Team |

| | |

| |Client servicing |

| |Creating and documenting Energy Billing System |

| |(EBS) all related client information. |

| |Monitoring and creating action plan(s) for all |

| |special task(s) given in relation with Call Center |

| |operations. |

| |Provides actionable data to various internal |

| |support groups as needed. |

| |Participates in design of call monitoring formats |

| |and quality standards. |

| |Provides data analysis for management review. |

| | |

| | |

| | |

| |September 2010 to December 2010 |

| | |

| |Lootah BCGas L.L.C. |

| |2nd Floor, S.S. Lootah Building, Salahuddin Road, |

| |Deira, Dubai, UAE P.O. Box 41033 |

| |Tel: +971-*-***-**** / +971-*-***-**** |

| | |

| |Operations and Maintenance Department |

| |Employee number: LB00768 |

| | |

| |Administrative Assistant to the Regional Manager |

| | |

| |Proper scheduling and client servicing for the |

| |Regional Manager. |

| |Creating and proposing processes, forms and |

| |monitoring tracker documents for easy reference and|

| |use purposes. |

| |Preparing meaningful overall monthly reports of |

| |departments handled by the Regional Manager. |

| |Creating power point presentation reports for a |

| |Monthly meeting. |

| |Provides actionable data to various internal |

| |support groups as needed. |

| | |

| |May 2008 to July 2010 |

| | |

| |Advance Contact Solutions Inc. |

| |3rd flr. Asian Plaza Bldg. Sen. Gil Puyat ave. cor.|

| |Tordesillas st. Salcedo Vill, Makati City 1227 |

| |Philippines |

| |Tel: +632-*******, +632-******* |

| | |

| |Verizon Consumer HSI Technical Support Account |

| |Program |

| |Employee number: 11642 |

| | |

| |Quality Assurance Specialist |

| | |

| |Conduct quality assurance audits and counsel/coach |

| |agent's performance (more than 100-150 agents) |

| |through identification of strength(s) and areas for|

| |improvement to maximize the representative's |

| |potential to self manage. Associate and align the |

| |impact of Verizon Quality Guidelines and processes |

| |to all other performance metrics (First Call |

| |Resolution, New Promoter Status, Average Handle |

| |Time, etc |

| |Participates in design of call monitoring formats |

| |and quality standards with the clients. |

| |Coordinates and facilitates client call calibration|

| |sessions, listening programs and project planning |

| |to identify customer needs and expectations. |

| |Conduct assessments, imposing and initiating new |

| |process and/or procedures for team's improvement in|

| |terms of meeting the 10% sales and other related |

| |management objective. |

| |Provides trend data analysis to site management |

| |team. |

| |Utilizing CMS (Call Monitoring System) for all |

| |productivity monitoring and NICE Monitoring |

| |Software for Quality Assurance. |

| |Provides actionable data to various internal |

| |support groups as needed. |

| |Prepares and analyzes internal and external quality|

| |reports (weekly, monthly & annual) for management |

| |staff review. |

| |Excellent in MS Excel, Open office, Microsoft |

| |Outlook, Outlook Express, Power Point Presentation |

| |and Microsoft word applications for presentations, |

| |creative designs, and analytical reports. |

| | |

| |September - November 2008 |

| | |

| |Advance Contact Solutions Inc. |

| |3rd flr. Asian Plaza Bldg. Sen. Gil Puyat ave. cor.|

| |Tordesillas st. Salcedo Vill, Makati City 1227 |

| |Philippines |

| |Tel: +632-*******, +632-******* |

| | |

| |Verizon Consumer HSI Technical Support Account |

| |Program |

| |Employee number: 11642 |

| | |

| |Training Assistant - Training Team |

| | |

| |Develop and train new hire (100 trainees monthly) |

| |and ongoing Technical Support Specialist by |

| |assisting product trainers in conducting product |

| |specific trainings. |

| |Relaying the importance of different departments |

| |and how they work to each other to meet and exceed |

| |client's requirements or demands. |

| |Prepares and provides daily and weekly training |

| |report for management staff reviews. |

| |Associate and align the impact of Verizon Quality |

| |Guidelines and processes to all other performance |

| |metrics (FCR, NPS, AHT, sales etc) through coaching|

| |and training sessions. |

| |Participation in client related activities to |

| |include client calibration sessions and nesting |

| |activities. |

| |Meet program specific performance standards (i.e. |

| |Scan productivity (Client specific), Quality |

| |Scores, etc). |

| |Completion of weekly QAR Utilization Scorecard for |

| |review with Quality Management. |

| | |

| | |

| |May, 2006 - September 2008 |

| | |

| |Advance Contact Solutions Inc. |

| |3rd flr. Asian Plaza Bldg. Sen. Gil Puyat ave. cor.|

| |Tordesillas st. Salcedo Vill, Makati City 1227 |

| |Philippines |

| |Tel: +632-*******, +632-******* |

| | |

| |Verizon Consumer HSI Technical Support Account |

| |Program |

| |Employee number: 11642 |

| | |

| |( Level 2 ) VOL Technical Support Specialist |

| | |

| |Provide customer satisfaction (handling 30 clients |

| |daily) by effectively handling customer problems |

| |through diagnosis and providing of solutions for |

| |technical and service issues. |

| |Provide second-level of technical support or |

| |maintenance of products and services using |

| |standardized procedures, available tools and |

| |resources. |

| |Contributed in 10% team sales goal in a monthly or |

| |quarterly basis. |

| |Helped out the Team Manager in analyzing individual|

| |performance and opportunities for improvement |

| |through ticket scrubbing for FCR, measuring the |

| |average handle time (AHT) and customer service |

| |impact (CCI). |

| |Attended and participate weekly and monthly team |

| |meetings and call calibrations to set team goals |

| |and objectives. |

| |Attended internal trainings to enhance self |

| |confidence and knowledge in dealing with different |

| |types of customer. |

|Trainings /|( November 2012 ISO Certification 18001 |

|Seminars |(Lootah BCGas Auditorium) |

|Attended: |( November 12, 2011 - Basic First Aid |

| |Facilitator : Emirates Technical & Safety |

| |Development Centre |

| |( April 15 to June 24, 2011 - Digital Photography |

| |Batch 23 |

| |Facilitator : Overseas Pinoy Professional |

| |Photographers |

| |( April 2010 (ACS - Advance Contact Solutions) |

| |Basic First Aid : 1 hour Training Program |

| |Facilitator : ACS Academy Trainers |

| |Importance of first aid kits |

| |Basic first aid kits to treat minor injuries such |

| |as minor cuts, burns, & insect bites. |

| | |

| |(February 17, 2010 (ACS - Advance Contact |

| |Solutions) |

| |Adult Learning Training & Basic Project Management |

| |Facilitator : ACS Academy Trainers |

| |(November 24, 2009 (ACS - Advance Contact |

| |Solutions) |

| |Conducting Effective Meetings |

| |Facilitator : Ruela Flores - Academy Trainer |

| |(November 20, 2008 (ACS - Advance Contact Solutions|

| |Inc.) |

| |Quality Assurance Specialist : Coaching, |

| |Coordinating and Development Training Course |

| |Facilitator : Jill Acuna - Training and Quality |

| |Assurance Manager |

| |Analyzing root causes of agents Areas for |

| |Improvements & providing effective solution(s). |

| |Formulating realistic action plan collaborated by |

| |the agent, Quality & Operations Manager. |

| |Checking retentions and doing follow ups. |

| |Providing valid reason(s) in implementing such |

| |task(s), action plan(s) or processes. |

| | |

| |(November, 2007 (Far Eastern University) |

| |Marketing and Development Plan |

| |Facilitator : Joshia Go - Entrepreneur and |

| |Marketing Book Author |

| |4 P's of Marketing |

| |Strategic Marketing and Business Plan |

| |Understanding Business stocks and inflation rate |

| |Understanding SWOT principle |

| |Successful Delegation |

| |Leadership Styles |

| |Task Allocation |

| | |

| |(February 2007 (Philippine Convention Centre) |

| | |

| |"Marketing Rocks" |

| | |

| |Facilitator : Philippine Junior Marketing |

| |Association |

|Education |2003 - 2007 New Era University Commonwealth, |

| |Quezon City |

| |B.S.B.A., Marketing |

| |Achievement: Quezon City Scholar ( for 4 years), |

| |3rd year college word factory 3rd place winner and |

| |participation in poetry & arts contest. |

| |1999 - 2003 New Era High School |

| |Commonwealth, Quezon City |

| |1st year to 4th year High school |

| |- Achievement : Civil Army Training Intelligence |

| |officer and a Theater Club Member |

| | |

| |1993 - 1999 New Era Elementary School |

| |Commonwealth, Quezon City |

| |Kinder - Grade 6 |

| |- Achievement : Arts and Theatre Club member |

|Driving |1843876 |

|License No.| |

|Character | |

|Reference |Ms. Joliza Concepcion - Marketing Executive, Al |

| |Mazroui Medical & Chemical Supplies (contact # : |

| |+971-**-***-**** closed friend for almost 2 years) |

| |Ms. Jennifer Villanueva - LG technical Support |

| |Specialist LG Electronics Middle East (contact # :|

| |+971-**-***-****, Previous colleague in a Call |

| |Center company, Handling Verizon DSL Technical |

| |Account) |

Contact this candidate