Maria Elvira Gonzaga Customer Experience Manager, Payroll
PhilippinesMaria Elvira C. Gonzaga, FPC
7341 Flora Vista Condominium
Commonwealth, Quezon City
1121 Philippines
+63925-338-5999
Summary of Qualifications
• Fundamental Payroll Certification – Certified 2016
• IELTS Dec 2016, Overall: 6.5 (Listening 6.5; Writing 6.0; Reading 6.5; Speaking 7.5)
• PS-Payroll Support business owner (ensures smooth transition of clients from PS to Payroll support Team)
• Handles Professional Services Team’s Confluence page
• Java, Phython and HTML knowledgeable
Career Highlights
• NetSuite Director’s Award, given to performers in recognition of participating in company’s events (NetSuite Philippines, Inc. 2014)
• NetSuite Summit Award, a recognition for exemplary customer service (NetSuite Philippines, Inc. 2010)
• Rookie of the Year, an award for providing outstanding customer service by a newly hired employee (NetSuite Philippines, Inc. 2008)
Career History
Oracle NetSuite Philippines Inc. February 2008 – present
Senior Customer Experience Manager, Payroll
• Single handedly assists ALE (applicable large employers) customers in preparing and filing Form 1095-C and Form 1094-C using NetSuite’s software for Affordable Care Act (ACA Reporting).
• Conducts online training and review of payroll processes to clients who have completed payroll module implementation
• Cross-checks and monitors progress of projects of clients during implementation phase to ensureschedule adherence and to minimize if not eliminate escalations
• Serves as point of contact of payroll clients to operations management and technical support teams
formerly Platinum Support Account Manager from June 2012 to July 2013 with tasks as follows:
• Facilitates regular meetings with specific customers
• Periodically performs case management
• Manages critical issues and feature requests towards resolution
• Prepares and submits reports to customers(weekly and as needed) and to management team (monthly)
• Monitors key processes testing during upgrade of system and facilitate pre and post upgrades meeting
formerly Customer Support Specialist with tasks as follows:
• Conducts outbound calls to gather feedback/sentiments from system users to ensure customer satisfaction and loyalty both on service and on product
• Monitors technical support specialists’ adherence to team’s support flow and company’s policies | procedures
• Provides in-depth analysis of support team’s performance in a daily and monthly basis and any relevant report for management team’s disposal
• Submits customer satisfaction analysis, related reports and tasks for management and training team
• Provides and updates documentation of team’s internal policies and procedures
• Administers NetSuite User Group (UG – NetSuite’s online user community)
• Handles inquiries on UG usage and issues on access (logging in)
• Creates training materials (documentation) for NetSuite User Group inquiries
Sykes Asia, Inc. August 2004 – February 2008
Technical Support Representative
• Provides online helpdesk for Microsoft products (MSN Hotmail, Windows Live Hotmail, Windows Live Mail, Internet Explorer)
• Trains and facilitates newly hired agents in tools utilization and product information
Junna Forwarding and Brokerage Inc. August 2002 – July 2004
Import / Export Coordinator
• Directly works with foreign suppliers and vendors for shipping requirements and schedules
• Coordinates delivery schedules with forwarders, shipping lines and air lines
• Facilitates reports and shipping documents for Bureau of Customs filing and shipping line endorsements
Education
B.A. Multimedia Studies
University of the Philippines Open University, Diliman Quezon City, Philippines
B.A. Broadcast Communication
University of the Philippines, Diliman Quezon City, Philippines
Diploma in Computer Systems Design and Programming
AMA Computer Learning Center, Quezon City, Philippines
Seminars / Trainings
Development Dimensions International (DDI)
Lead to Achieve2018
Ceridian University
TAX: Preparing for the W-2 Print Process2017
Development Dimensions International (DDI)
Communicating with Impact and Taking the HEAT2017
NetSuite Payroll Service2012
NetSuite Essentials NetSuite Phils. Inc. 2011
NetSuite Marketing Automation NetSuite Phils. Inc. 2010
How to handle Irate Customers NetSuite Phils. Inc. 2009
NetSuite (*CRM) NetSuite Phils. Inc. 2008
*Customer Relationship Management
References
Available upon request