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.
