April Grace Burca, Assistant Database Administrator

April Grace Burca

Assistant Database Administrator

Reed Exhibitions

البلد
الإمارات العربية المتحدة
التعليم
بكالوريوس, Management Accounting
الخبرات
9 years, 3 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :9 years, 3 أشهر

Assistant Database Administrator في Reed Exhibitions
  • الإمارات العربية المتحدة - أبو ظبي
  • أكتوبر 2015 إلى فبراير 2016

* Provides assistance to exhibitors and visitors queries regarding Airport Show highlights and Global Airport Leaders' Forum.
* Verifies contact details of the previous visitors for a productive e-shots (electronic marketing)/campaign of the event's next edition
* Researches new Airport/Aviation leaders/companies to help them showcase and discover new technologies to increase their return of investment through exhibits and meet Hosted Buyers from different countries
* Creates data analysis report for Airport Show, World Travel Catering and AccessAbilities Expo
* Assists Telesales team to increase the number of exhibitors to boost the interest of the Airport leaders in visiting the exhibition.

Customer Service Senior Executive في OCBC Bank
  • ماليزيا
  • يونيو 2014 إلى أبريل 2015

Customer Service Executive primary task is to provide excellent quality of service to its consumers.

* Provides world class customer service to the Banks’ Mass, Premier, Private Banking and VIP consumers by addressing its concerns related to their Credit/Debit Cards, Deposit Accounts (including Foreign Currency, Fixed Deposit), Unsecured Loans, Fund/Telegraphic Transfers, Investments, Credit Scores, Online Banking
* Promotes company’s products by helping customers understand its features and benefits

Sales / Liaison في Eliters Trading (Family Business)
  • الفلبين
  • ديسمبر 2013 إلى أبريل 2014

* Liaise with vendors
* Prepare purchase orders
* Assist with selling

Coordinator (Business Process Lead/BPO Analyst) في TATA Consultancy Services (American Express JAPA Region)
  • الفلبين
  • يوليو 2011 إلى نوفمبر 2013

Business Process Lead is responsible in managing company’s Program to ensure Service Level agreement is met daily, monthly and annually.

* Prepares billing/invoice, performance report, shift assignment, training schedule, entitlement grid (for audit purposes), Payroll, MIS report, incident report (technical issues), purchase orders (Hardware systems, Application licenses and supplies)
* Manages Program real time by queue monitoring and its assets
* Creates action plan to bridge gaps, capacity planning, guidelines/procedures
* Tracks attendance and leave (Annual, Maternity/Paternity, Emergency, Bereavement), cases created by Front liners
* Assists in mapping software application used by front liners, desktop installation, Network/Technical related,
* Attends to client meetings/conferences to discuss Program’s progress, UAT (User Acceptance Test)
* Responds to email enquiries about Process’ performance, Client’s report request and other internal enquiries in a timely manner

Coordinator (Global Command Center/Workforce Analyst) في Alorica
  • الفلبين
  • مايو 2011 إلى يوليو 2011

Global Command Center plays an important role in a Call Center Industry which they are in charge in manning and managing its program to ensure Client’s requirements are met.

* Manages the program real time and ensure daily and monthly targets are met.
* Delivers reports to company’s clients for visibility of its progress and status.
* Tracks attendance and account’s adherence.
* Updates and processes raw data from CMS into reports needed to analyze the running performance of the managed account.

Coordinator (Workforce Analyst/Real Time Analyst) في TELUS International Philippines
  • الفلبين
  • فبراير 2009 إلى مايو 2011

Workforce Analyst/Real Time Analyst is responsible in managing company’s program and performs as a bridge between its clients.

* Manages the queue real time and keenly observes to obtain quantifiable performance figures in order to make recommendations and responds with action plan to address performance issues.
* Cascades vital information to key decision makers on any circumstances affecting program’s performance
* Updates and process raw data into reports needed to analyze its performance. Process Clients and Operations’ email request.
* Coordinates technical issues facing the program and agents on the floor. Coordinates with colleagues to ensure adequate staffing to handle call volume routed to the site within the threshold.
* Escalates relevant information on account performance to Operations Management and ensures that proper documentation on major incidents (i.e. system downtime) is prepared for their perusal.

Technical Support HelpDesk في TELUS International Philippines
  • الفلبين
  • يونيو 2007 إلى فبراير 2009

Technical Support HelpDesk responsibility is to provide troubleshooting support to consumers’ software/hardware used.

* Troubleshoots Merchant’s POS in a timely and accurate manner.
Assists to program and reprogram the product used.
* Guides consumers on how to navigate the software/hardware used.
Provides customer satisfaction and ensures expectations are met.

Technical Support HelpDesk في Teleperformance USA
  • الفلبين
  • نوفمبر 2006 إلى يونيو 2007

Technical Support Representative main responsibility is to provide troubleshooting support to consumers’ software/hardware used.

* Assists to program and reprogram the product used.
* Guides consumers on how to navigate the software/hardware used.
* Provides customer satisfaction and ensures expectations are met.

Accounting Assistant (Payables) في Citifinancial Corporation
  • الفلبين
  • يونيو 2006 إلى نوفمبر 2006

Accounts Payable Assistant is in charge of company-wide expenses.

* Validates and process payment of vendor’s billing, officers’ claims for reimbursements.
*Prepares expense report, check voucher and other special payment requests
* Attends to vendors/suppliers query and bidding requests

الخلفية التعليمية

بكالوريوس, Management Accounting
  • في University of San Agustin
  • مارس 2005

Specialties & Skills

Administrative
MIS Reporting
Managing Employees
Staff Scheduling
Template Creation
Technical
Interpersonal
Communication
Organizational
Management
Leadership

اللغات

الانجليزية
متمرّس
التاغلوج
متمرّس

التدريب و الشهادات

Nice IEX Application (تدريب)
معهد التدريب:
TELUS International Philippines
First Time Manager Training (تدريب)
معهد التدريب:
TATA Consultancy Services