ANA TYRONE C. VILLARANDA

Phone: +63 9177909797

Email: [email protected]

Home Address: Blk 8 Lot 47-48 La Buena Subd., Gran Europa, Lumbia, Cagayan de Oro City, Philippines

PROFILE

 Customer Relations Officer with 20 years’ experience in administrative support to both external and internal customers including corporate executives.
 Organization: Capable in file management, trainings, logistical thinking and managing communications.
 Result-oriented; Strong with quantitative and qualitative problem-solving as well as prioritization

EDUCATION
Bachelor Science in Commerce – Major in Marketing

Graduated: March 1993 Xavier University – Ateneo de Cagayan

Corrales Avenue, Cagayan de Oro City, Philippines

SUMMARY OF QUALIFICATIONS
 Outstanding organizational, multitasking and problem-solving skills
 Excellent communication skills, particularly in establishing relationships of external and internal customers
 Extensive knowledge in customer service
 Knowledgeable in Toyota Way principles, basic automotive, vehicle specifications and its Toyota office operations

SKILLS
 Ability to work with several operating systems, including Microsoft Office, ERA Dealer Management System and SAP Toyota Dealer Integrated Management System.
 Creation of Training Modules
 Can drive 4 wheel drive vehicle
 Time Management
 Highly Organized

WORK EXPERIENCE
September 2017 – Present

Chief Customer Relations Management Officer

Toyota Cagayan de Oro, Inc., Cagayan de Oro City, Philippines

Assist in development of corporate strategy to assist on expansions, policy development and implementations, monitoring, evaluations and authorized take-overs to ensure sustainability and profitability.
 Provides leadership in the development for the continuous evaluation of short and long-term customer related objectives.
 Ensure credibility of customer relations group by providing timely and accurate analysis and review branch customer relation performance
 Direct and oversee all aspects of the Customer Relations functions of the corporate and branch organization
 Evaluates and advises on the impact of long range planning, introduction of new programs/strategies and regulatory action
 Create unified procedural manuals and policies for uniform branch processes and guidelines on corporate relations.
 Direct and oversee all aspects of the Customer Relations functions of the corporate and branch organization.
 Corralling all the surveys and uniting a company-wide approach.
 Handles elevated branch customer complains.

November 2007 – September 2017

Customer Relations Manager

Toyota Cagayan de Oro, Inc. Cagayan de Oro City, Philippines

Ensure adherence with the Toyota corporate philosophy of Number One in all Aspects and Number One Customer Satisfaction through the conceptualization and implementation of related plans and programs involving both internal and external customers.
 Audit TDIMS data from daily releases and oversee SDR completeness of data.
 Monitor and control Lifetime Advantage Card records as well as discounting.
 Ensure timeliness of report submission to Toyota Motor Philippines, in compliance to the TDSP requirements.
 Conduct group planning activities, including formulation and execution of hoshin kanri initiatives.
 Enforce general/administrative policies and initiate disciplinary action for exceptions.
 Coordinate cross functional group activities, including work with up-stream and down-stream processes.
 Conduct team leader/member training and cross training.
 Monitor resolution of customer complaints received and ensure 24-hour resolution.

October 2003 – November 2007

Corporate Affairs Officer

Toyota Cagayan de Oro, Inc. Cagayan de Oro City, Philippines

Handle the overall coordination of our corporate training program which includes: Facilitation of the Marketing Professionals Training Program, Orientation of new team members on CS/Kaizen, 5S and other corporate programs and overseeing trainees departments, particularly for frontline positions and/or for satellite
 Coordinated corporate events as initiated by either this office or any of the other corporate working committees (CS, Kaizen, 5S, Safety & Health, and Spiritual Growth)
 Head/Participate guest relations activities and implementation of corporate image enhancement programs.
 Coordinate team member development, facilities improvement and maintenance & upkeep activities.
 Conduct periodic performance evaluation of corporate affairs staff, utilities and security guard personnel.
 Monitor the security guard operations

July 1998 – October 2003

Customer Relations Supervisor

Toyota Cagayan de Oro, Inc. Cagayan de Oro City, Philippines

Handle the overall CS related operations including the organizing and stabilizing administrative processes of the department.
 Handles customer complaints and queries in coordination with other departments
 Chair the Customer Satisfaction Committee
 Ensure timeliness of report submission to TMP, in compliance to the TDSP requirements
 Monitor CSI and SSI weekly results; send it to all department heads & executives and execute appeals if necessary.
 Ensure that standardized systems and procedures are followed and related policies and guidelines are forced.
 Update Plans & Program progress report.
 Conduct CS Trainings and cross-training
 Monitor team performance to ensure attainment of team goals.
 Ensure maintenance of 5S in the work area includes viewing room and participate in all corporate 5S activities.
 Conduct periodic performance evaluation of corporate affairs staff, utilities and security guard personnel.
 Ensure implementation of continuous improvement ideas and participate in all corporate kaizen activities.

June 1997 – March 1998

Shift Manager

Kentucky Fried Chicken Cagayan de Oro City, Philippines

Spear head the whole store operations from kitchen, administrative office and dining.
 Handles shifts
 Responsible in making schedules for the crews/managers
 Assigned as the Fast Delivery Service Manager
 Handles cash counting, product inventory and product monitoring
 Assigned as the Marketing Assistant to the Marketing Officer for VisMin and was responsible for developing marketing strategies for local stores

October 1994 – January 1997

Marketing Assistant

Seafood City Restaurant Cebu City, Philippines

Support the work of the Marketing Manager and Executives on projects in developing marketing strategies or marketing campaign.
 Assess and develop high quality Marketing activities
 Act as a point of contact between the consumer and clients for their marketing needs
 Assist guest through the seafood line

November 1991 – October 1994

Crew Chief/Crew Trainer

Mcdonalds Food Corporation Cagayan de Oro City, Philippines

Assist the Manager basically in keeping the store running smoothly and keeping everything under control.
 Assist the managers on duty in handling the operations
 Conduct trainings for new crews
 Ensure that all operating procedures were carry on.

LANGUAGES
 English
 Filipino (Tagalog & Visaya)

INTERESTS
 Music
 Movies & TV Series
 Reading self-help books
 Travel

PERSONAL DETAILS

Birthday: May 27, 1971

Marital Status: Married

Gender: Female

Spouse name: Engr. Michael Angelo Villaranda

Nationality: Filipino

Children: Three (3)