Kristel Ann Tamondong
Manila, Philippines
[email protected]
+63 927 946 4330
Willing to relocate: Anywhere

Work Experience

Client Functional Enablement Consultant (Travel & Expense Service Administrator – Americas)
SAP Concur – Manila November 2016 to Present
Industry: Software (Travel and Expense Management)
November 02, 2016 – Present
Functional: My position is highly focused on providing consultation services based on the client’s business requirements and/or challenges. I am responsible for engaging with designated clients and scoping their business needs, and coordinating the matter until resolution from feedback/input by other department/s. This requires me to have good knowledge of Concur T&E, communications terminology and technology, and organizational procedures.

Technical: Apart from my functional responsibilities, I also do enablement (service delivery) of some features that are applicable, or the clients prefer to acquire on their SAP Concur site. I also am knowledgeable in site creation and advanced configuration of SAP Concur sites.

Tasks:
* Assist with all Concur T&E Standard & Professional escalations from internal and external contacts.
* Provide consultative direction and acts as the triage for questions outside the Service Administrator’s scope of work by providing recommendations for the appropriate Concur Premier resources to engage, scheduling meetings with those resources and providing guidance to the client.
* Going extra mile by reaching out and responding to TMC’s for support.
* Manage the expectations of the client by understanding the key business drivers and their prioritization.
* Schedules a regular status call with the client’s key contact to review monthly release notes and advise when items will affect their configuration and help the client decide which features to activate. * Consistently communicate project status with Account Management and Concur Advantage management team as needed.
* Manage all escalated communications between the client and other departments and coordinate matters on behalf of client.
* Scope all new business requirements with client.
* Configure at a macro level as well as specific features and functionality at a module level.
* Maintain accurate, high-quality and timely documentation for all steps and activities undertaken on all matters.
* Ensure completion of deliverables, managing schedules with creative and technical success.
* Balances multiple priorities, to be prepared for future events as well as expected changes.
* Exceeding and meeting departmental objectives
* Escalate unresolved client issues as necessary to ensure timely resolution.
* Maintain working knowledge of Concur Travel related products including new release.
* Implementing phase 2 projects.
* Handling internal escalations – directly communicating to the clients, account managers and internal departments.
* Conducts bi-annual Site Review of client sites.

Office Admin Support Receptionist
Seadrill Management AME Ltd – Dubai, AE February 2014 to April 2016

Tasks (Admin Assistance)
* Travel Coordinator – Booking flights, transfers and hotel accommodations within Dubai and abroad for the staff coming in and out of the country.
* Management (SVP and Directors) – Managing their calendars on a weekly basis and providing administrative support (e.g. PowerPoint presentation preparation, letter templates creation) and office facilities assistance.
* HR – Providing support to HR advisors and administrators all throughout the transitioning period and mobility of the company-owned rigs.
* Handling a role for transfer bookings, flights, gate passes and accommodations of the crew coming per batch during the transition period and mobility of the rigs in the UAE.
* Finance – Requestor for PO, petty cash custodian, provider of proforma invoices and dealing with the Invoice Processing team.
* Coordinates with the Supply Chain Department for large orders of stocks needed in the business.
* Updating the office records, employees’ information, operations management and crew details and sending it to SVP, Directors and Rig Managers on a weekly basis.
Tasks (Reception)
* Meeting and greeting staff and guests, offering refreshments and providing emergency guidelines.
* Answer switchboard telephone and forward to relevant colleagues.
* Managing emails and directing them to the concerned personnel.
* Sending and receiving courier shipments and deliver them to colleagues.
* Maintaining business office inventory and equipment by checking stock to determine inventory level, anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies; scheduling equipment service and repairs.
* Handling the calendar and bookings of the office meeting rooms.
* Maintaining the cleanliness and orderliness in the reception, meeting rooms, kitchen and offices.
* Coordinating with suppliers, clients and business partners.
* Organizing company caterings on a weekly basis and other events.
* Ordering flowers for the reception on a weekly basis.

Senior Process Associate – Global Network Operations/Digital Merchant Services – American Express Australia-New Zealand and Asia Pacific Markets
TATA Consultancy Services
June 2011 to June 2013
Industry: BPO

Tasks
* Creation of network for American Express and other external gateways on both proprietary and non- proprietary EFT Point of Sale Terminals and Online facility for acceptance of American Express cards.
* Coordinate processing of cases that involve various Amex Internal Departments and Bank Partners. * Amex Technical Services Point of Contact – Creation and troubleshooting of Online Merchant User and Administrator Accounts for Asia Pacific region in INDIA, JAPAN, AUSTRALIA, NEW ZELAND and TAIWAN.
* Investigation of technical errors, missing funds and misrouted transactions and settlements.
* Linkage removal of gateways/connections against Amex Merchant facility.
* Telephonic communication – handling of queries from merchants, account managers, internal departments’ representatives and bank partners.
* Input of merchants data in the company’s back end system.
* Mail management.
* Back-up for Work Force Management (Daily and MTD MIS Reports and Real-time productivity Reports extracted from Salesforce cloud )
* Update and remote training of new processes with internal departments’ representatives during transition period.
* EOD team productivity report.

Telephone Banker
JP Morgan Chase & Co – Manila November 2010 to May 2011

Tasks
* Attend to consumers banking queries such as account balance inquiries, online accounts password resets and banking security related concerns.
* Create consumer online accounts.
* Provide a step-by-step procedure for Online Banking Transactions.
* Process claims.
* Interpretation of the Balance Ledger
* Determining Fraud

Tier 2 Customer Service / Helpdesk Representative
Convergys Philippines July 2008 to March 2009
Industry: Telecommunications – Customer Service AT&T Prepaid Account
July 2008 – March 2009

Tasks
* Provide Customer Service experience
* Attend to customers’ concerns relating to their prepaid accounts * Basic troubleshooting
* Accept call escalations provided by agents for resolution

Education

B.S. in Foreign Service – NEW ERA UNIVERSITY
2004 to 2008

BAYAMBANG NATIONAL HIGH SCHOOL
2000 to 2004

SANLIBO ELEMENTARY SCHOOL
1994 to 2000 Skills

Customer service (10+ years), Excellent communication skills (10+ years), Project Management (Less than 1 year), Systems Administration (5 years), Office Administration (2 years), Microsoft Office (10+ years)

Additional Information

* Have used Salesforce, Oracle, UNIX, Citrix Cloud, Microsoft OneDrive, Box, IBM Notes, JIRA, Service Now, Skype for Business, Webex, Slack.
* Proficient in Microsoft Office Applications and Google products and services.
* Can read XML service(GDS) logs.
* Familiar with systems integrations with other systems like Netsuite, ADP, Microsoft Dynamics, Quickbooks.
* Able to use Sharepoint for knowledge-based site creation.
* Well-experienced in consultancy, office administration, B2B and B2C interaction and support to executives and various departments.
* Sharpened in multi-tasking obtained from an experience in a fast-paced working environment. * Experienced in Concur travel and expense site implementation and support.

Skills and Abilities
* Strong organizational and interpersonal skills.
* Committed to superior customer service.
* Ability to work on own initiative and demonstrate high levels of motivation.
* Highly trustworthy, ethical and discreet.
* Enthusiastic and hard-working person who enjoys being part of a successful and productive team. * Flexible and supportive.
* Detail-orientated and resourceful.
* Excellent communication skills