Ma Joan Gopo

• Provided high-level administrative assistance to the Managing Director, managing complex calendars, appointments, and travel arrangements.
• Drafted, reviewed, and edited internal and external communications, reports, and presentations for executive meetings.
• Maintained precise financial records, handling accounts payable/receivable, processing invoices, and managing petty cash.
• Transcribed and synthesized meeting minutes with accuracy, utilizing advanced Microsoft Word and Excel functions.
• Provided comprehensive administrative support, including drafting correspondence and generating monthly financial reports.
• Supported HR functions, including recruitment coordination, onboarding, and compliance.
• Assisted in implementing ESG strategies by coordinating sustainability programs.
• Proficient in Trello, Asana, Canva Pro, Google Workspace, and Microsoft Office Suite.
• Coordinated high-priority projects and timelines, fostering inter-departmental collaboration and achieving a 95% deadline adherence rate through
strategic use of project management tools.

• Managed and oversaw all warranty-related operations for HVAC and VRF units.
• Supervised and optimized inventory management for spare parts, HVAC units, and department stock.
• Dispatched and organized technicians schedules, ensuring prompt and efficient service delivery.
• Analyzed warranty claims and product failures, resulting in a 15% reduction in product defects.
• Prepared and presented detailed financial reports, budget forecasts, KPIs and performance summaries.
• Collaborated with senior management and the Business Unit Manager to execute strategic business plans.
• Worked closely with technical engineers, project managers, and senior leadership to achieve operational targets.
• Managed executive schedules, coordinated high-level meetings, and appointments.
• Developed and implemented a digital warranty claim processing system that streamlined operations and reduced processing time by 25%, enhancing
service efficiency and customer satisfaction.

• Served as the primary point of contact for customer inquiries, product specifications, and service coordination.
• Successfully closed sales deals by preparing quotations, processing BOQs, and managing B2B orders.
• Implemented process improvements, increasing customer service efficiency by 80%.
• Proficient in SAP CRM, SAP ERP, managing sales leads, appointments, and service history.
• Highly organized in scheduling, technician dispatching, and financial oversight.
• Thrives in fast-paced environments, demonstrating strong problem-solving skills..
• Orchestrated service delivery for high-value contracts, achieving a 95% on-time completion rate through strategic scheduling and resource
allocation.

Eperformax February 5, 2013 - Current
eBay Customer Service Representative
JY Square Building Cebu City

• Resolve customer complaints via phone, email, mail, or social media.
• Greet customers warmly and ascertain problem or reason for calling.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional.
• Effectively deal with job stress, angry callers, and upset customersUse the most appropriate way to communicate with different behavior types on the telephone.
• Maintains accurate records of all pricings, sales, and activity reports.
• Secures payment information and other pertinent information such as addresses and phone numbers.
• Effectively deal with job stress, angry callers, and upset customersUse the most appropriate way to communicate with different behavior types on the telephone.

Convergys
Comcast Customer Service Representative June 18, 2010 - January 8, 2013
Cebu IT Park

• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP and more
• Stayed current with system information, changes and updates
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Makes customers and their needs a primary focus of ones actions; developing and sustaining productive customer relationships.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.

Etelecare/Stream
Vonage Technical Representative February 8, 2009 - February 10, 2010
Cebu IT Park
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customers information and determine the issue by evaluating and analyzing the symptoms