Experienced and adaptable professional with a diverse background in program management, client services, and project coordination. Skilled in providing exceptional support to clients and stakeholders, ensuring satisfaction and success in various initiatives. Proficient in data management, analysis, and reporting, with a keen eye for detail and accuracy. Adept at multitasking in fast-paced environments, with a proven track record of meeting and exceeding performance metrics. Fluent in English, Japanese, and Tagalog/Filipino languages, with strong communication and interpersonal skills. Eager to leverage my expertise and passion for service to contribute effectively in a dynamic work environment.
Experience
Jannie O Harvey
Mar 2017 – Present
Owner
Provide personalized and tailored management and assistance to clients. Services include, but are not limited to:
Project Management: coordinating marketing efforts, manage clients’ Advanced Reader Copy (ARC) team, which includes coordinating efforts to solicit reviewers and disseminate advanced book copies to build momentum for the client’s marketing strategy.
Social Media management and analytics: Managing clients’ social media presence; reviewing and analyzing social media analytics; and preparing reports for client review.
Desktop publishing: managing newsletter and marketing materials, conducting up-to-date research on trends, developing newsletter and outreach materials content, and develop graphics and digital templates.
Administrative services: managing client email correspondences, complete procurement of supplies and services. Provide customer service and email support.
Training and workforce development: developed training materials and SOP's and conducted training and on-boarding for incoming team members and clients.
Norco
Dec 2015 – May 2018
Insurance Payment Notification Specialist
Processed payments from patients and major insurance companies, validated Explanation of Benefits (EOB) for each payment received; and completed adjustment payment monthly reports.
HP
Jan 2012 – Dec 2015
QA Lead/ Customer Service Representative
Project Management
Responsible for producing and updating the HP Quality Report sent daily to leaders. Perform weekly quality assurance (QA) checks on agent reports and performance. Evaluate performance and develop recommendations to improve performance. Have constantly met and exceeded performance metrics.
Produced weekly QA and CSAT (Customer Satisfaction Score) for company leadership and clients
Coordinated and facilitated meetings between staff, clients, and other stakeholders, such as: weekly 1:1 meetings with work@home QA’s Team and larger group/team meetings.
Facilitated enterprise calibration for work@home QA’s and supervisors
Lead and participated Client and Canadian Client Calibrations
Lead local calibrations with the Manila Leadership and QA Team
Training and Workforce Development
Conducted QA and CSat orientation for new hire trainees.
Spearheaded and facilitated HP Manila Leadership and QA Team training.
Participated in special projects like tab checks and trial run for side-by-side evaluations for the account
Have received several 100% QA calls and have been asked to mentor fellow employees
Customer Service
Provided general and technical customer support for Google internet customers through phone and email support. Responsible for playing calls and leading client and Canadian client calibrations; watching queue times for the QA team, and reviewing 2nd opinion disputes
Jared’s Galleria of Jewelry
Nov 2007 – Oct 2011
Shop Assistant
Meticulously checked quality of work done on customer’s merchandise to ensure total customer satisfaction and increased GED scores for the shop from 70% to 85%; and efficiently administered daily clerical tasks such as filing, answering phones, and maintained and ordered supplies and increased shop productivity by 50%, leading to the award of the “2008 Repair Shop of the year for Jared’s Galleria of Jewelry companies”.
Responsible for receiving and checking merchandise received from other stores.
Assisted Repair Shop Manager in expediting job repairs to prevent delayed work.
Education
De La Salle University
Jun 1997 – Jun 2001
Bachelor of Arts, International Studies Majoring in Japanese