Blk.14 Lot 24, Granville Homes Malagasang II, Imus Cavite CityPhilippines 4102 Mobile No.: (63) 9231755863 (SUN) (63) 9274136260 (GLOBE)E-mail Address:raquelkhaye_javier@yahoo.comraqueljavier29@gmail.comSkype ID: raquel.javier291

CAREER OBJECTIVE

Seeking affiliation with a company where responsibilities, remuneration and opportunity for advancement will be commensurate to demonstrate ability and accomplishment contributing to growth and profit.

STRENGHT & SEMBLACE

In an excellent state of physical emotional health, having no disability, weighting 80 kgs., in 5’5” in height with a fair complexion.

CHARACTER

Very resourceful, finishes task on time, work well with colleagues, subordinates and supervisors with minimum supervisions, hardworking and dedicated with strong moral fiber and deep sense of accountability. Advanced ability to adapt to a fast paces changing environment and to quickly comprehend emerging issues and the ability to effectively communicate, enforce procedural changes, multi-task and detail oriented with a strong work ethic and commitment seeing tasks through completion. Radiates confidence and a positive, up-beat, “can do” attitude.

SKILLS\KNOWLEDGE\APTITUDES

Adept with Microsoft Windows & office programs, Proficient in Internet, Research related pursuit, Paperwork, Admin tasks, Accounting, Bookkeeping, Administrative or Personal Assistant, Appointment setting, Telemarketing, Solid writing skills, Excellent verbal & written English Communication, Interpersonal and Intrapersonal skills. Ability to motivate, support agents and can provide knowledge, training & deliver constructive feedback for performance management, Supervisory, Leadership, Call Center Technical problems & puzzles (TSR - Handle Single Modem & Router and can operate manual and electric typewriters, fax machine, photocopy machines, technical application on commercial traffics.

TRAININGS

Material Management - SAP Program o San Miguel Food Group

Customer Service - San Miguel Corporationo Corporate Quality Management

Effective Customer Service - PROSECo Professional Skills Enrichment Center

EDUCATIONAL BACKGROUND

AMA COMPUTER COLLEGE Computer SecretarialMarcos Hi-Way Cainta, Rizal Feb. ’96 – May ’98

SAMSON INSTITUTE OF TECHNOLOGY Teletype / Telex OperatorEdsa Cubao, Quezon City with Computer

1987 – 1988

ROOSEVELT COLLEGE MARIKINA Secondary Course, GraduatedLamuan Marikina City1983 – 1987

PIO DEL PILAR ELEM. SCHOOL Attended Grades 5 to 6, GraduatedSta. Mesa, Manila1980 – 1983

SAN JACINTO EAST ELEM. SCHOOL Attended Grades 1 to 4San Jacinto, Masbate1977 – 1982

RELATED EXPERIENCES

Manager / IT Helpdesk Specialist / Technical Support Representative / Executive Secretary / Administration Officer / Marketing Coordinator / Production Coordinator / Accounting Clerk / Direct Selling

WORK EXPERIENCES

Nov 2014 – July 2015 Herndon Insurance & CompaniesTotal Risk Advisors LLC10103 Fondren ste 340 Houston Tx 77096Gen. Virtual Assistant (Homebase)

• Manages day to day appointment for prospective insurance company and car buyers.

• Take and make calls to set appointments for a Real Estate company and Car locators

• Help and process with all initiatives needs of the CEO• Make a quotations for Auto and Home insurance• Do various task such as sales follow up calls, call leads

from database, appointment setting, call business leads from Texas and surrounding areas, service calls, recruiting calls, birthday calls, school district calls, and etc

Dec 2014 – Feb 2015 Trish MurraySydney, AustraliaGen. Virtual Assistant (Homebase-Part Time)

• Manages day to day appointment for prospective insurance company and car buyers.

• Email replying to from clients - templates (change of name etc)

• Responding to enquires• Google calendar knowledge• Data entry /general admin• Bookings of flights etc

July 2014 – Oct. 2014 We Are About Tech105 Greene St. Apt 1202, Jersey City, NJ 07302Operation Manager (Homebase)

• Manages day to day operations, supervising the whole operations from all shift and ensuring productivity as well as efficiency. Managing supervisors to maximize their team's performance and analyzing the schedule of everyone to achieve standards set by the campaigns and by the company itself.

• Responsible for overall planning, coordinating, and executing the different operational strategies to achieve company and client overall business goals; for continuously developing and implementing various process improvement initiatives to best attain business objectives in call handling and target absenteeism and tardiness rates;

• Responsible in acquiring new campaigns/ accounts for the company and responsible in ensuring that the campaign/ account is feasible for operational purposes

• In-charge of company understanding strategic objectives, • Developing an operations strategy and Designing the

operation's products, services and processes

• Responsible for Planning, controlling and Improving the • performance of operation• Monitor technical campaign to ensure they are sent to the

next level of support on a timely basis or within 24 hours• Provide ongoing feedback and coaching• Provide timely, accurate and effective communication with

staff• Ensure technical processing is in compliance with the

documented procedures• Communicate effectively with all levels of management,

staff, and customers• Ensure high level of customer satisfaction

Feb. 2014 – June 2014 We Call For Leads244 Madison Avenue, Suite 1170, New York, NY 10016 Over all Operation Manager (Homebase)

Supervise the Order Processing Team.• Monitor campaigns to ensure they are sent to the next level of support on a timely basis or within 24 hours• Provide ongoing feedback and coaching • Provide timely, accurate and effective communication with staff• Ensure order processing is in compliance with the documented procedures• Communicate effectively with all levels of management, staff, and customers• Ensure high level of customer satisfaction• Assist other departments with inquiries• Focus on improvements to operational processes• Coordinate with third party client and couriers if possible to resolve customers’ issues in a timely manner.• Other duties as assigned• Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits and reports; identifying trends; determining system improvements; implementing change.• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. • Managing websites in production (development and

optimization) for small business while maintaining excellent customer relationships.• Coordinates meetings /communication with clients on a regular basis in discussing gathering and accomplishing completion of campaigns.• Delivers product /service on time, maintaining quality based on company standards.• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.• General accountability of project completion by ensuring daily, weekly and monthly tasks is completed in a timely manner.

Oct. 2013 – March 2014 Dellwood, IncOrlando, FloridaHelpdesk / Tech Support / Virtual Assistant (Homebase)

Provide a professional technical assistance to end-user support via telephone or remote session

Respond to customer calls Troubleshoot hardware related issues &

general set up. Educates customer about specific features of

the email. Troubleshoot customer services issues. Perform other related duties. Communicates effectively with customers to

gather information. Demonstrates phone etiquette and works well

in a team environment. Work in a fast paced environment.

Aug. 2013 – Oct. 2013 MyCuredComputer, LCCPO Box 1286 Moreno Valley, CA 92556Helpdesk / Tech Support / (Homebase)

Provide a professional technical assistance to end-user support via telephone or remote session

Respond to customer calls Troubleshoot hardware related issues &

general set up. Educates customer about specific features of

the email.

Troubleshoot customer services issues. Perform other related duties. Communicates effectively with customers to

gather information. Demonstrates phone etiquette and works well

in a team environment. Work in a fast paced environment.

July 2012 – Sept. 2013 STEFANINI PHILIPPINES29TH 30TH Flr. Salcedo St. corner Ayala Makati CityIT HELPDESK SPECIALIST Level 2 (FORD MOTORS & JOHN DEERE MOTORS)

Oct. 2010 – April 2012 SUTHERLAND PHILIPPINES INC.Phil Care Centre, Kalayaan Avenue Taguig CityCALL CENTER AGENT (INTUIT QUICKBOOKS) IT HELPDESK SPECIALIST Level 2

Process installation for an Accounting Software for a Financial Institution.

Troubleshoot error after installation that will require installation or update of additional components for windows like dot net framework.

Process registration. No clear scope of support because we fix all types of problems that affect our supported Software.

Offer/up selling for an Accounting/ Business Software for Financial Institution.

May 2010 – Sept. 2010 24/7 CUSTOMER PHILIPPINES, INCMJ Plaza Bldg., 106 Valero Street Salcedo Village Makati City

CALL CENTER AGENT (TIME WARNER CABLE) TECHNICAL SUPPORT REP. (TIER2)

Respond to customer calls/email. Troubleshoot hardware related issues &

general set up.

Provide a professional technical assistance to end-user support via telephone or remote session

Process software installation requests, ID creations, application incidents and all other requests that do not require physical visit to the customer’s machine and will resolve these issues remotely.

Resolves issues submitted by end users or as escalated by L1 support which requires administrative access to user’s machine.

Respond to end-user problems based on standard procedures and target SLA.

Educates customer about specific features of the email.

Troubleshoot customer services issues. Perform other related duties. Communicates effectively with customers to

gather information. Demonstrates phone etiquette and works well

in a team environment. Work in a fast paced environment.

June 2009 – April 2010 TELUS INTERNATIONAL5/F Market Market, The Fort, TaguigCENTER AGENT (OOMA)

TECHNICAL SUPPORT REP. (TIER2) Process orders for customers to use the

Phone in a timely manner for VOIP. Do thorough research for the customer’s requests to resolve issues in a  soonest possible time. Contact international help desk and different

LEC’s with which the account has an Agreement to clarify issues.

Update reports and spreadsheets to monitor the status of orders.

Analyze trends through reports to provide the possible resolutions to problems.

February 2008 – July 2009 TELETECH CUSTOMER CARE MGNT. INC4th Level, SM Bacoor, Cavite City

CALL CENTER AGENT (ACCENTURE/AT & T)TECHNICAL SUPPORT REP. (TIER2)

Respond to customer calls/email. Troubleshoot hardware related issues & general set up. Educates customer about specific features of

the email. Assist the number of emails that customer

needed to fix. Assist coaching, support and evaluate agents

to improve product knowledge. Keep agents informed with the latest product

and process updates through team huddles, board updates and cube notes.

Assist the update and send reports for the status of the LOB.

February 2006 – 2008 TELETECH CUSTOMER CARE MGNT. INCBig R (Robinsons Mall), Cainta, RizalCALL CENTER AGENT (ACCENTURE/AT & T)TECHNICAL SUPPORT REP. (TIER 1 TO 2)

Respond to customer calls/email. Troubleshoot hardware related issues &

general set up. Educates customer about specific features of

the email. Assist the number of emails that customer

needed to fix. Assist coaching, support and evaluate agents

to improve product knowledge. Keep agents informed with the latest product

and process updates through team huddles, board updates and cube notes.

Assist the update and send reports for the status of the LOB.

March 2004 – Jan. 2006 STATION 722COMPUTER SERVICES AND ADVERTISING 84-c Paseo De Animales St. Santolan, Pasig CityOPERATION MANAGER

Prepare proposals and other marketing forThe computer shop and advertising company Business.

Implement computer shop servicesrequirements such as typing job, cd burn, research, internet, scanning, Xerox and other services for advertising.

Handles and prepare cash advances, cashreceipts, and cash disbursement, bank transaction and collect all payment dues.

Prepare letters and record all incoming /outgoing calls & letters.

Accounting of liquidation of expenses and income daily.

Ensuring updated documentation of all transaction made.

Prepares disbursement and support replenishments of expenses incurred by the computer shop.

Oct. 2003 – Nov. 2004 NULINE ADVERTISING AND ENTERTAIMENT PRODUCTIONELMENT ASIA ENTERTAINMENT PRODUCTION 195 Edsa Greenhills, Mandaluyong City

NATIONAL PRODUCTION COORDINATOR / MARKETING ASSISTANT

Prepare proposals and other marketing for account executives.

Implement marketing strategies. Personal assistant to the Marketing Director,

including appointments and client calls. Conceptualize designs for future clients and

develops designs based on client’s objectives. Occasionally works with all clients for the

production development in behalf of the company.

Communicate directly with the client regarding products samples and oversee quality control per client.

Supervise the marketing and productiondevelopment and process.

Correspond with the clients regarding attachments on and Product samples, source materials needed for product development.

Handle correspondence in behalf of the production and Marketing Division.

Do the works as an Assistant to the Director. Handles the accounts of most of the major clients

of the company and assist all advertising executive’s transactions.

Do clerical works on broadcast instruction andcertificate of performance.

Arrange television and radio airing program for commercial then assist preparation for projects such as concerts and awards night.

June 2000 – Dec. 2001 IT APPLICATION SPECIALISTSMITS INC. (OSB Project)G/F, San Miguel Corporation Bldg.#40 San Miguel Avenue, Mandaluyong CityIT APPLICATION SPECIALISTPROJECT / ADMIN. COORDINATOR

Manage administrative expense budget of the department

Monitored monthly variance report through use of SAP and handled liquidation and reimbursement of expenses of the dept.

Courteous in and effective in dealing with internal and external customers and suppliers, e.g.

Coordination of meetings and follow up of request materials.

Prepare purchase requisition through SAP.

Received telephone calls and relayed messages to the right person immediately.

Coordinate meeting, trainings and other social functions effectively suggested office procedures in the dept. e.g.

provide blank forms for the request of logistics requirements, office supplies,training etc.

Participated in the implementation of information and records management e.g. sorting, classifying and file labeling of records / files of administrative for easy and Systematically retrieval of records / files.

Participated in giving feedbacks and suggestions in the project to further improve the quality of product services.

Has maintained good and harmoniousrelationships with the group by being considerate of the feelings of and needs of other people.

Feb. 1998 – Dec. 2000 IT DEPARTMENT (GQTS Project)SAN MIGUEL FOOD GROUP, INC.PDPC Building Nichols InterchangePasong Tamo Extension, Makati CityADMINISTRATIVE ASSISTANT

Monitor SMFI, MFC Projects (including GQTS Project) and suggested office procedures in dept. e.g. Provide blank forms for the request of logistics,

office supplies, etc. Prepare purchase requisition / purchase orders of

logistics requirements and filing of documents. Filing and tracking of purchase orders and invoices

monitors delivery, expense and schedule. Preparation of report to monitor costs and schedules,

coordinate with suppliers, SMFG and SMC SAP personnel.

Monitoring of approved CAPEX and OPEX costs of SAP and other related GQTS Projects.

Handled liquidations and reimbursement of expenses of the dept.

Courteous in and effective in dealing with internal and external customers and suppliers, e.g.

Coordination of meetings and follow up of request materials.

Participated in the implementation of Information and records management e.g. sorting, classifying and file labeling of records / files of administrative for easy and systematically retrieval of records / files.

Nov. 1997 – Feb. 1998 ULTIMATE ENTERTAINMENT, INC.Madison St. corner Boni Ave., Mandaluyong CityMARKETING / PRODUCTION ASSISTANT

Prepare proposals and other marketing for account executives.

Traffic coordinator in TV specials (i.e. 45thFAMAS ANNUAL AWARDS NIGHT, HOME SWEET HOME and three (3) radio stations: DYUR 105.1 FM (Cebu City), DXUR 103.5 FM (Zamboanga City), DXUR 97.1 FM (Davao City), concerts for Zamboanga, Cebu and Davao by known professional singer / performers.

Implement marketing strategies. Personal assistant to the Marketing Director, Including

appointments and client calls. Conceptualize designs for future clients and develops

designs based on client’s objectives. Occasionally works with all clients for production

development in behalf of the company. Communicate directly with the client regarding

products samples and oversee quality control of products samples per client.

Supervise marketing and production development and process.

Correspond with the clients regarding attachments on and product samples, source materials needed for product development.

Handle correspondence in behalf of the Production and Marketing Division. Do the works as an Assistant to the Creative Director.

Handles the accounts of most of the major clients of the company and assist all advertising executive’s transactions.

Do clerical works on broadcast instruction and certificate of performance.

Arrange television and radio airing program for commercial then assist preparation for projects such as concerts and awards night.

April 1997 – Oct. 1997 MJ GONZALES AND ASSOCIATES, INC.MJG Bldg., Aurora Blvd. Corner

Balete Drive, Quezon CityBLDG ADMINISTRATOR / EXEC. SECRETARY

Handles and prepare cash advances, cash receipts and cash disbursement, bank transaction and collect all payment dues. - -

Prepare memorandums, letters and statements of account.

Record all incoming / outgoing correspondences / letters in their respective logbooks.

Prepare and monitor messengers and drivers itinerary.

Perform typing job for newspaper article (Business World), tenants monthly billing, check vouchers for all projects.

Disbursement and other typing job. Custodian of the revolving fund, administrative

records, book of accounts, financial documents, checkbooks, passbooks, property record and other assets of the company.

Handle / Prepare contracts for tenants, building matters and monitoring tenants activities.

Facilitate, forward and follow up different matters in the building, ensure completion / quality of works as scheduled and observed.

July 1996 – April 1997 TRIGON MANAGEMENT & INDUSTRIAL CORP.Boni Avenue corner Aliw St. Mandaluyong CitySUPPORT ASSISTANT

Handles and prepares cash advances, cash receipts, cash disbursement, and bank transaction and collect all payment dues.

Process all request / requirements / documents based on the submitted requisition slip.

Evaluate cash requirements of ongoing projects. Prepare / monitor weekly inventory of pantry and

office materials, vehicle and other requirements of projects to head office.

Aug. 1993 – June 1996 PHILIPPINE CONTRACTORS ASSOCIATION MANDALUYONG-PASIG-SAN JUAN CHAPTERG/F, Crossing’s Dept. Store Shaw Boulevard., Mandaluyong CityEXEC. SECRETARTY / BOOKEEPER / LIAISON OFFICER.

Handles and prepare cash advances, cash receipts, and cash disbursement, bank transaction and collect all payment dues.

Prepare memorandums, letters and statements of account.

Record all incoming / outgoing correspondences letters in their respective logbooks.

Accounting of liquidation of Member’s fees ensuring their accurate and prompt payment of dues.

Ensuring updated documentation of meetings by the board of directors and member contractors.

Analyzes, validates and reconciles all records of new and old members with whole association including different chapters.

Prepared and scheduled board / monthly and special meeting for the board and members.

Prepares disbursement and support replenishments of expenses incurred by the association.

Feb. 1993 – June 1993 MS ELECTRICAL CONSTRUCTIONMS Bldg, Zinia St. Cainta Green Park Vill. Cainta, RizalADMINISTRATIVE SECRETARY

Handles and prepares cash advances, cash receipt and cash disbursement.

Keeps administrative records, personnel matters and make payroll and sometimes act as a timekeeper.

Facilitate, forward and follow up materials and tools requirements of projects to head office.

Process all material requisition of ongoing project based on the submitted material requisition slip.

Prepare purchase orders based on the approved quotation.

Control incoming / outgoing materials and tools. Prepare itinerary and dispatch delivery of

materials to project sites.

July 1989 – Jan. 1993 LUMAX INT’L INC. / PLATINUM REST.U.N. Avenue Ermita, ManilaSECRETARY / OPERATION MANAGER

Operate the restaurant business and handle personnel.

Handles and prepares cash advances, cash receipts and cash disbursement.

Ensure quality work completion as scheduled and act as the second in command to the General Manager.

PERSONAL DATA

Date of Birth : November 29, 1971Place of Birth : Angeles City, PampangaNationality : FilipinoWeight : 140 lbs.Height : 5’5” Languages : English, Tagalog, Kapampangan and

VisayaReligion : Catholic ChristianStatus : Single

REFERENCES

To be furnished upon request.

I hereby certify that the above informationgiven by me is true to the best of my knowledge.

________________________

RAQUEL F. JAVIER