Faith

Senior Customer Service and Operations professional with 10+ years of experience across telecom, retail operations, mall management, and administrative leadership. Proven track record as a top-performing Loyalty & Retention Specialist supporting Rogers and Fido customers, consistently achieving 90% first-call resolution, 95% retention, and exceeding sales targets through consultative service and strategic cross-selling. Strong background in complaint resolution, team supervision, financial reporting, and ISO auditing.

Recognized for exceptional communication, problem-solving, and the ability to manage complex customer and operational challenges in fast-paced environments.

Customer Relations Associate (Rogers/Fido) - HGS Canada - Canada

(2020-10 - 2026-04)

• Delivered high-quality service to 60+ customers daily, maintaining 90% first-call resolution and 95% retention.
• Consistently exceeded monthly sales targets through proactive product recommendations and needs-based selling.
• Recognized for exceptional problem-solving and handling complex billing, service, and technical inquiries.
• Managed inbound calls related to billing, payments, promotions, upgrades/downgrades, and home services.
• Took full ownership of customer issues, providing real-time troubleshooting and resolutions.
• Utilized multiple systems to research products, identify solutions, and document interactions accurately.
• Created a "WOW" customer experience through strong communication, empathy, and speed of service.

Admin & Customer Service Supervisor - Her Velvet Vase Pte Ltd - Singapore

(2014-02 - 2015-11)

• Led customer service operations, resolving inquiries and complaints within defined SLAs.
• Collaborated with sales, customer service teams, and cross-functional departments to ensure product and customer satisfaction.
• Achieved and exceeded call/email quotas and sales-assist targets individually and as a team.
• Managed administrative functions including invoicing, inventory, reporting, presentations, and filing systems.

Operations Officer - Ayala Center Cebu - Philippines

(2005-01 - 2013-07)

Operations & Supervision

• Oversaw daily mall operations with full P&L responsibility for retail, office, and future development areas.
• Led strategic planning, project conceptualization, approval, and implementation.
• Developed and recommended policies and procedures to strengthen leasing strategies and operational efficiency.
• Ensured strong tenant and customer relationship management.

Operations Officer - Leasing & Project Development - Ayala Center Cebu - Philippines

(2005-01 - 2013-07)

Leasing & Project Development

• Prospected and secured new tenants; executed leasing strategies aligned with business objectives.
• Administered merchant selection and approval processes.
• Identified market opportunities and supported development of new projects and initiatives.

Operations Officer - Admin & Lease Administration - Ayala Center Cebu - Philippines

(2005-01 - 2013-07)

Admin & Lease Administration

• Prepared lease contracts, award letters, renewals, and proposals.
• Encoded rent and charges in SAP; maintained merchant and applicant records.
• Reviewed contracts and evaluated space applications to ensure optimal merchandise mix.

Operations Officer - Financial Management - Ayala Center Cebu - Philippines

(2005-01 - 2013-07)

Financial Management

• Utilized SAP FICO and RE Leasing for tenant monitoring, revenue tracking, and financial reporting.
• Prepared annual budgets, P&L reports, Capex, GAE, DOE, and monthly financials.
• Managed AP/AR/GL, verified invoices, processed payments, and ensured compliance with financial controls.

Administrative Assistant to the Mall Manager - Ayala Center Cebu - Philippines

(2003-10 - 2005-07)

• Provided executive support including scheduling, correspondence, travel arrangements, and meeting coordination.
• Prepared presentation materials for board and client meetings.
• Managed confidential records, filing systems, and Outlook calendars.
• Processed payments, invoices, and purchase orders.
• Handled customer inquiries via phone, fax, and email, providing quotations when needed.

Bachelor of Science in Commerce - Business Administration - University of San Jose – Recoletos (1998-01 - 2002-12)