Paula Blanca F. Sagmaquen

Tomas Cabili
Iligan City

[email protected] / +639478877623

Objectives:

Administrative position with focus on Client Relations/Customer Service, also who enjoys challenge seeking opportunity for learning and skills improvement. Be able to create integrated strategies for development, expansion and utilization of expertise in planning, managing and leadership.

Work experience:

Duration :​June 2008 to July 2014
Company :​SHELL SHARED SERVICES ASIA B.V. (new name : Shell Business Services Centre – Manila)
Customer Interface :​Philippines – Fleet Card
Title / Position :​Data Analyst ; Senior Lead – Shell Fleet Card Services

Job scope :​
– Handling queries by communication media (phone calls, emails, fax) from both internal & external customers / business partners
– End to End process of disputes and fraud cases
– End to end handling of feedback and issues concerns
– Processing of card request amendments
– Shell Card Online training and assistance to customers
– Handled Resiliency training (Trainer)
– Assisted in on – boarding contractual associates for handling complaints and reimbursement queries of Retail Accounts
– Handled Fuel Pricing & Discounts concerns as well as Fuel Promotions
– Shell Brand Ambassador​

Training & Development Experience :
– Resiliency Training – “Train the Trainer”
– Refresh Trainings for Customer Service Platform
– Company Anti-Bribery online training
– ABL Customer Service Professional Behavioy
– Difficult Conversation
– Excellence in Customer Service
– Customer Promise
– CIM VDR Upgrade ; Testing & Training Strategies

Duration :​March 2007 to Dec 2007
Company :​CEBU PACIFIC AIR INC.
Department :​Customer Service
Customer Interface :​Philippines
Title / Position :​Reservation Agent
Job Scope :​
– Arrange bookings and reservations initiated by clients/customers via communication media (phone)
– Prepare passenger’s refund fee(as needed) and flight tickets
– Handle inquiries for flight disruption and availabilities
– RESA/Customer Care Services

Duration :​July 2006 to Jan 2007​
Company :​BANCO DE ORO UNIVERSAL BANK
Department :​Human Resources
Customer Interface :​Philippines
Title / Position :​HR Clerk – Training and Development
Job Scope :​
– Prepare training materials such as but not limited to ; Multimedia assets, presentation tools, course evaluation, hand-outs for various departments
– Facilitating examination/tests of Officers and staff
– Collecting of necessary documents
– Encode budget and necessities for training and seminars

Educational Background:

​Centro Escolar University
​​Mendiola, Manila

Level :​College
​2002 – 2006
Course : Bachelor of Science in Business Administration
​Major in Management

Trainings & Affiliations :
* ABSP Young Entrepreneur.
* Management Student Association (MASA).
* Seminar on Corporate Social Responsibility in Westin Philippine Plaza.
* National Student’s Marketing association at PICC.
* Quiz bee 1st place
* Quiz bee 3rd place
* Seminar on Global Competitiveness.

​

Paco Catholic School
​​1521 Paz St. Paco, Manila

Level :​Secondary
​1998 – 2002

​Primary
​1992 – 1998​

Personal Information:

Date of Birth​​:​2nd January 1986​​​​​
Nationality​​:​Filipino
Status​​​:​Married
Language/Dialect​:​English, Filipino
Religion:​​: Iglesia ni Cristo