FRANCIS S. RODRIGUEZ
46 Sto. Niño Village, Brgy. Matatalaib, Tarlac City, Philippines 2300
Mobile: 0906.567.5656 | 0998.572.8066
Email: [email protected]
PROFESSIONAL EXPERIENCE
November 2018 – December 2018
iQor Philippines
Senior Manager – Administration
Daily monitoring for Facility/ Admin Supervisor (General Maintenance)
Daily rounds and talk to Operations and Support VP for any pending requests/ issues
Daily Reporting: provide updates to Admin/ Facility Director
Resolve observed site issues/ defects/ complaints and present options to resolve/ rectify critical items
Provide costing for projects and resolutions
Overall Management of Security, Maintenance and Housekeeping Staff
Give directives and instructions to facility and admin supervisor, security, maintenance, and housekeeping staff
Ensure issues are immediately addressed and necessary long-lead items are decided/ awarded asap
Communicate to Admin/ Facilities Director for site requirements/ projects and operation requests, discuss priorities and organize deliverables and schedule of activities
Oversee management of access cards (issuance retrieval and monitoring) and ensure termed employees get deactivated by ACCESS and CCTV Team
Pantry Management
Supplies Management (office, toiletries, cleaning, etc.)
Oversee issuance of company IDs within 24 hours of request (daily)
Implementation, compliance, and assessment of the company policies, process and procedures (Security, Housekeeping, Maintenance)
Manage company transportation requirements (retainer cars, extra cars, public transport, etc.)
Manage VISA application for Expats based on his/ her site location
Vendor Management: sourcing of vendors for current and future requirements for Admin, Facilities and Operations and other Support Groups; issue PO to vendors upon confirmation of Admin Director; track outstanding payments to vendors and ensure company does not get penalties for late payments; manage application for company subscriptions and the like
Oversee mailing of company letters on a daily basis
Do random audits with Security, Housekeeping process, policies and procedures
Client Visit Preparations: boardroom reservation and preparation, hotel accommodation, transportation, assistance for client presentations, ensure security measures are well carries out, proper housekeeping of entire site, especially the client/ executive areas
Oversee Management and maintenance or restrooms, pantry and sleeping quarters and all other areas in the site
August 19, 2018 – present
Crossover
Order Management Specialist
– Send quote package to clients whose contracts are 90 days from expiration.
– Ensure Salesforce record accuracy
– Answer client / sales requests via Zendesk ticketing system
– Attend weekly maint meetings to discuss status of accounts (Mondays)
– Attend weekly team meetings and 1 on 1 coaching sessions
– Track quote package to completion – signed/not signed
– Create sales orders
– Coordinating with different departments to ensure records accuracy (finance, support, sales)
– Other admin tasks assigned by team lead.
Daily
– use Toggl for tracking
– accomplish check-in chats on Crossover, either manager-initiated or self-initiated
Weekly
– compare maint file and SFDC reports to ensure accuracy
– fill in the blanks on the In Progress report
– attend meetings as required
– team meeting (Mondays)
– SLA call with sales and CEO (Mondays)
– 1 on 1 chats with manager (as scheduled)
Monthly
– email Sales to confirm status of opportunities (has a quote been sent, has the opp been created)
– send quotes for accounts expiring in 90 days, both packaged and strategic
– update online tracker re: quotes sent by the team
April 23, 2018 – September 05, 2018
Checker HK Services Philippines
Customer Service Assistant Manager
Process all customer service related concerns for Amazon, all marketplace (US, CA, UK, DE, FR, IT, ES, JP, IN and IT)
Respond to all client-based emails
Process all customer service related concerns to eBay – America and Europe
Respond to Negative Customer Reviews, turn positive customer comments to positive customer reviews
Seller Feedback Removal, respond to Tuya App Messages (US and Europe channels), process Amazon Reimbursement management
Competitor product reporting, Shipment reconciliation, management of enhance content creation
Business Development Support, miscellaneous customer service support and other tasks required by the client which are deemed necessary
November 08, 2017 – April 20, 2018
MDM Systems, Inc.
Team Leader Accounts: ACP/ SOS Global (E-Commerce), Windsor Mail (CSR), TravelTree (Travel)
Supervises staff from three (3) different accounts/ programs who handles (a) E-Commerce clients who does graphics design (with deep etching), data mining, product listing on Ebay and Amazon, Competitor Analysis, Growth and Cost Analysis, Neto and Magento usage; (b) Customer Service wherein they take calls concerning orders, and responding to mails, and; (c) handling calls for a travel account specific to Australia
Monitoring of daily, weekly and monthly KPIs
Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion
Assesses and discusses problems relating to yield, quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns.
Provides daily, weekly and monthly reports and proposes possible processes for improvements (PEP, MIP, incentive plan, etc.)
February 12, 2012 – June 08, 2017
Sutherland Global Services Philippines, Inc.
Manager – Admin and Facilities
Sources possible vendors and suppliers for accreditation along with the submission of required documents for legalities
Does the preliminary background checking and partial negotiation especially with vendors for events, activities, concessionaires, food kiosks
Manages the usage of petty cash fund of the department for Tarlac site which has 3,000 employees, 4 buildings that’s under PEZA with more or less 2 hectare area
Oversees the overall operation of the facility, ensuring that all equipment (AC units, UPS, generator set units) are in good, normal working condition
Prepares budget plan for fiscal year for Admin and Facilities based on targeted revenue, and be able to provide comprehensive cost improvement plans (CIPs) as part of savings from approved budget of the department
Office Environment management (planning, organizing, providing leadership and controlling all administrative functions), quality and cost control
Provides support assistance to Service Delivery/ Operations and other department requests – accommodation, travel, room scheduling, coordination with accredited vendors in providing F&B on events, occasions, activities, team buildings
Communicate, coordinate with government entities such as PEZA, LGUs, DENR-EMB, BFP and other agencies in compliance with ISO, Health and Safety standards, amongst others
Project Management based on client-required specifications on production areas – branding of warm shells, construction of new building
Improvement of existing facility through cost-efficient projects that are mandated by the government, standard protocols, and employee-related needs
July 2010 – February 11, 2012
Sutherland Global Services Philippines, Inc.
Associate Quality Manager
Accounts: DirecPath, Play.com
Coordinate with SD, along with Quality Manager and POC to ensure smooth transition and roll out of FMEA/ Hygiene Audits.
Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion
Reporting: validate and check QA reports and interacts with operations and support groups regarding quality improvements and ensuring understanding of the reports; ensures QAS forward quality updates and reports sent by client QM, create internal reports and communicate to the floor, training timely, accurately, and consistently; delivers requested reports by management
Calibration & Call Listening: schedules, coordinates and facilitates call calibration session together with client representatives, the team and SD supervisors
Communication: serves as point of contact for all quality concerns; updates service delivery and other support groups concerned on changes regarding information, policies, guidelines, processes pertaining to quality and other updates from clients; prepares and present both written and verbal communication to clients and colleagues
Management: monitor QAS performance and updating records on a monthly basis; enforce all company policies and procedures; maintain all related training records and reports
March 05, 2009 – June 2010
Sutherland Global Services Philippines, Inc.
Quality Assurance Team Leader
Accounts: Symantec EH (Visa), DirecPath, Play.com
Assesses and discusses problems relating to yield, quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns
Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion
Reporting: prepares QA reports and interacts with operations and support groups regarding quality improvements and ensuring understanding of the reports; ensures QAS forward quality updates and reports sent by client QM, create internal reports and communicate to the floor, training timely, accurately, and consistently; delivers requested reports by management
Calibration & Call Listening: schedules, coordinates and facilitates call calibration session together with client representatives, the team and SD supervisors
Communication: serves as point of contact for all quality concerns; updates service delivery and other support groups concerned on changes regarding information, policies, guidelines, processes pertaining to quality and other updates from clients; prepares and present both written and verbal communication to clients and colleagues
Management: monitor QAS performance and updating records on a monthly basis; enforce all company policies and procedures; maintain all related training records and reports
January 28, 2008 – March 04, 2009
Sutherland Global Services Philippines, Inc.
Quality Assurance Specialist
Accounts: Symantec Enterprise, HughesNet Billing, H & R Block, Symantec EH (Visa)
Responsible for auditing quality and providing feedback to Supervisors and Trainers
Achieves daily, weekly, and monthly quality monitor goals for email/ call/ chat in accordance with account specified goals
Provide performance feedback and input to all monitored calls to increase service quality (real-time discussion)
Serves as a point of contact for quality issues and questions
Prepares QA/ CSAT reports and interacts with operations and support groups regarding quality improvements
Ensures adherence to client standards and recommends/ develops action plans, process improvements, if necessary to contain and correct quality problems
Provides effective communication and quality feedback to staff
Prepares and presents both written and verbal communication to clients and colleagues alike
Able to communicate effectively regarding Sutherland and projects, at short notice and under pressure
Acts decisively to solve people problems and communicate action plans
November 11, 2007 – January 27, 2008
Sutherland Global Services Philippines, Inc.
Subject Matter Expert/ Senior Agent
Account: Symantec Enterprise
Available to answer queries and escalations from agents, assists the team in providing refresher training or cross-training as deemed necessary by Operations or other Support groups
Provides effective communication and feedback to staff, experience and proven ability to speak with confidence in front of large groups
Prepares and presents both written and verbal communication to clients and colleagues alike, assists in the identification of staff training requirements
Acts decisively to solve people problems and has the ability to influence and motivate others in a positive direction that supports the organizational goals and objectives
Delivers reports on time as requested by the client(s) and/ or management
Strong planning, time management, and organizational skills
Recovers quickly from setbacks and driven by results and foster a client-centric work environment from across all team members
November 27, 2006 – November 10, 2007
Sutherland Global Services Philippines, Inc.
Technical Support Representative/ Customer Service Specialist
Account: Intuit TurboTax, Amazon.com, Symantec Enterprise
Assists in the identification of staff training requirements
Acts decisively to solve people problems and has the ability to influence and motivate others in a positive direction that supports the organizational goals and objectives
Delivers reports on time as requested by the client(s) and/ or management
Strong planning, time management, and organizational skills
Recovers quickly from setbacks and driven by results and foster a client-centric work environment from across all team members
August 28 – October 23, 2006
Land Bank of the Philippines
Data Analyst/ Encoder
Sorts out client’s account and ensure that everything’s in place.
Input client data onto the database and ensure balances are equal.
Provide analysis and recap at the end of the day as to how many clients are delinquent and who no longer exist from the database.
Troubleshoot on the application and provide recommendation to improve the program and become more user-friendly.
Check and verify from other departments if client is still an existing member.
June 28 – August 25, 2006
Man-to-Man Boarding School (MMBS)
English Instructor
Teaches English to foreign students
Prepares lessons and study materials in advance
Assists students mainly in developing their writing and speaking skills
Evaluates students’ progress
July 25, 2005 – April 04, 2006
EZ Supermarket (Super Achievement Corporation)
POS Comptroller/ MIS Supervisor
Solely responsible with the IT stuff that the company has for all branches.
Responsible in updating product prices and disseminate it to all branches for changing and updating in selling area.
Provides daily, weekly, monthly, quarterly and yearly sales reports to Managers and owners of the company.
Manages all POS and ensure all are working during business hours; troubleshoot and update the server and workstations/ terminals.
Coordinates with the programmer and internal clients in areas of internet connection, IT security software/hardware purchase and its warranty and the deployment of system applications.
Provides needed reports to Sales agents when needed and ensure that technology standards in infrastructure and software development within the company are compliant with present standards.
July 01, 2005 – July 24, 2005
EZ Supermarket (Super Achievement Corporation)
Check Out Section Head
Responsible on the productivity of Cashiers, Baggers and Customer Service personnel.
Provides assistance on customer complaints such as refunds, replacements and queries on product prices and descriptions.
Reports to the Operations Manager on challenges and staffing of the team.
Prepares and checks schedule of manpower on a weekly basis.
Reports disputes or discrepancies on items with un-updated prices.
Coordinates with Selling, Frozen, Warehouse Departments on items without stock.
Ensures cleanliness of front-end and tallying/ balance of sales receipts versus actual cash sales.
Assists cashiers in dealing with customers on discounts, rebates, voiding items incorrectly punched in the POS, changing if cash into other denominations.
Checks and ensures availability of needed supplies and equipment to perform duties and responsibilities.
SEMINARS ATTENDED, MERITS
COACHING CLINIC FOR LEADERS AND MANAGERS
Phoenix One The Knowledge Institute, Makati City
March 16-17, 2017
PROFESSIONAL LEADERSHIP
SAS Management Inc., Makati City
September 20, 2016
PROBLEM SOLVING AND DECISION MAKING
Phoenix One The Knowledge Institute, Makati City
June 09-10, 2016
BASIC OCCUPATION SAFETY AND HEALTH
Certified Safety Officer, Participant, L Square Hotel
Brgy. San Rafael, Tarlac City
2015-5199BOSH
May 08, 2015
TRAINING FOR MANAGING HEADS
Participant/ Alternate Pollution Control Officer, Holiday-Inn Clark
Clarkfield, Pampanga, April 2015
BASIC LIFE SUPPORT AND FIRST AID TRAINING
Certified First Aider/ Adult Lay Rescuer, Clark Development Corporation
July 02-06, 2012
ENGLISH LANGUAGE PROFICIENCY WITH EMPHASIS ON GRAMMAR
Participant, Man-to-Man Boarding School, MMBS Multi-Purpose Hall, Tibag, Tarlac City
August 26, 2006
ACHIEVEMENTS, EXAMS, CERTIFICATIONS
Most Outstanding Student Leader, 2004
Passed – Civil Service Commission Examination for Professionals
Certified – Basic Occupational Safety and Health, 2015-5199BOSH
EDUCATION
TARLAC STATE UNIVERSITY
Bachelor of Science in Business Administration
Major in Information Systems Management
Curriculum Completed 09 April 2005
DON BOSCO TECHNICAL INSTITUTE
Graduated with Technical Course: Electricity
Curriculum Completed April 2001
REFERENCES
MS. DANA KAY T. ANGELES
Product Expert, 63949.887.4181
Supply Chimp
MS. AILEEN J. PEREZ
Vice President, 63918.938.5039
Demand Science Philippines
MS. MARILIESE CABILBIL
Training and Quality Manager, 63917.826.7511
PhilamLife Corporation – Philippines