Mandarin AoA auditor for policy enforcement - Genpact Services LLC-Philippine Branch - Philippines
(2025-04 - 2026-05)
- Served as third layer compliance auditor for Chinese customers of a top tier global social media company.
- Audited cases and validated Advertisement rejections ensuring 100% adherence to company policies.
- Supported team excellence by providing root cause analysis, insights on violations and opportunities for improvement.
- Collaborated with the client in strategic calibrations on audit policies and processes.
Mandarin Patient Care Advocate (Customer Service Representative for a Pharmaceutical account) - Sagility Philippines - Philippines
(2023-01 - 2025-03)
- Greet and authenticate callers -Inquire caller's issues
- Probe to accurately define issues and challenges
- Resolve issues -Offer to place orders
- Place and schedule orders
- Document work done on the call
- Recommend improvements to Knowledge articles
Mandarin Senior Process Executive for the Salesforce Account - Cognizant Technology Solutions
(2015-06 - 2022-12)
The role consists of the following responsibilities:
- Provide troubleshooting of the customer's issue to determine root cause/s
- Recommend resolution to the issue if possible
- Recommend a workaround to the issue
- If a resolution or workaround cannot be found within the duration of the call, create a case
- Case may be owned by me if it is within the scope of my team -or verify correct categorization of the case and transfer to the appropriate team
- Served as a Case Handler for Configuration issue cases submitted by customers in Mandarin or those whose preferred spoken language is mandarin
- Reproduce customer's issue in his demo Org via login access granted by the affected user and the company's salesforce system admin to see if the behavior is truly happening in Salesforce system, and to see how it actually happens
- Replicate the issue in demo Org to check if the behavior observed isn't just a normal behavior of the salesforce system working as designed
- Determine possible causes and solutions
- Troubleshoot and do tests for possible causes
- Escalate issues/cases to Higher Level Support whenever cases are beyond scope or Training
- Provide language assist for Mandarin issues within the scope of other teams (Performance/Network team, Security Team, Mobile app team, Development team, Data Management, Email Delivery, and Feature Activations and Usage teams)
- Do translation of customer's issue description
- Ask for further information required by the relevant teams
- Provide and explain to the Chinese customers the relevant team's recommendations/resolutions or workarounds
- Request for case closure on behalf of the relevant teams
Bilingual Tech Helpdesk Analyst - Xerox Business Services Philippines, Inc. (Formerly ACS of the Philippines Inc.) - Philippines
(2012-05 - 2014-05)
- IT Service Help Desk for Johnson and Johnson Global for the Mandarin language speaking countries and territories like China, Taiwan, and Hongkong
- Password resets and login issues
- Helped with troubleshooting and recommending resolutions for basic issues like network connection, and access issues
- Created Incident tickets for issues which needed to be assigned to other teams
Translator/Interpreter and International Salesman - Ation Technology Co. Ltd - Shenzhen, China
(2005-10 - 2008-04)
A.Sales Function
- Reached out to Leads/Prospective customers generated from company website
- Reached out to Leads generated from marketing companies databases
- Represented the company in Sales exhibits in HK (products such as MP3, MP4 and mobile phones), and followed up with Leads generated from these activities, inviting them to factory in China for more specific discussion and sales generation
- Translated documents like product manuals and product packaging in support of the Production team
- Translated Proforma invoices, Sales contracts and Letters of credit in support of the Sales team
- Assisted in editing business correspondence for the Sales team
- All aforementioned translation tasks were done from Chinese to English
- Written Translations from English to Chinese: Inbound correspondence
- Written Translations from English to Chinese: Documents like Letters of credit, amendments to contract terms proposed by buyers
- Simultaneous oral interpretation in sales meetings/discussions with foreign customers
