Cherry Camasura
Melbourne,Victoria
Summary
Works well in challenging, fast-paced, high-stress and goal-oriented environment as an individual or as part of a team. Well-developed skills in planning, prioritizing, organization, decision making, time management, and verbal/written communication skills. Motivated professional with extensive experience in customer service, sales and administrative tasks.
Overview
21
21
years of professional experience
1
1
Certificate
Work History
Quality and Administration Assistant
Holicare Pty Ltd
05.2023 - Current
- Audited quality of work of over 20 Personal Care Workers by checking through their documentations with accuracy and thoroughness
- Maintained and updated database to track and record over 50 customers data
- Assisted development and implementation of new administrative procedures
- Documented findings and produced reports to aide management in assessing and correcting quality concerns
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and scanning documents
Sr Process Specialist
Capital One Philippines Support Services Corp
08.2022 - 04.2023
- People development by providing daily coaching, mentoring and monitoring performance of 9 coordinators ensuring to meet productivity, quality, efficiency, and customer satisfaction levels
- Skilled at working independently and collaboratively in team environment
- Self-motivated, with strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in team setting, providing support and guidance
- Assisted 27 coordinators in managing administration work of Workforce like updating schedules of all supported line of business
- Demonstrated respect, friendliness and willingness to help wherever needed
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and fast-paced environment
- Organized and detail-oriented with strong work ethic
Process Specialist
Capital One Philippines Support Services Corp
10.2013 - 08.2022
- Acted as contact person for all activities associated with Workforce Management resource and schedule recommendation
- Provided guidance on scheduling recommendation to meet staff requirements for over 4,000 agents
- Generated accurate and timely information on Line of Business specific, schedule requirement/maintenance and Real Time management to support continuous improvement initiatives in reporting and data analysis
- Analyzed process flows and identified areas of improvement to increase productivity
- Collaborated with different functional teams in organization to define business requirements for processes, achieve productivity standards, and adhere to accuracy standards
- Identified and resolved process issues to drive optimal workflow and business growth
- Developed standard operating procedures and document workflows to drive current and future processes
- Offered data-driven recommendations to align company strategies and process improvement initiatives
- Determined and recommended methods to implement improvement opportunities.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
Resource Management Analyst
HSBC Electronic Data Processing (Philippines) Inc.
04.2007 - 09.2013
- Ensured real downtime and system problems reported and escalated using proper communication lines and channel
- Managed seating resources, capacity and allocation for 300 staffs
- Provided support to operations such as required number of staffs, scheduling and ensured that associates adhere to team schedule
- Produced detailed and relevant reports for use in making business decisions
- Gathered and documented data to assess business trends
- Created and optimized records management strategies to coordinate and protect information
Customer Service Representative
HSBC Electronic Data Processing (Philippines) Inc.
03.2005 - 04.2007
- Handled over 150 customer inquiries and suggestions courteously and professionally daily
- Actively listened to over 150 customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of over 150 customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Updated account information to maintain customer records
- Investigated and resolved customer inquiries and complaints quickly
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Met customer call guidelines for service levels, handle time and productivity
Customer Service Representative
Cyber City Teleservices, Inc.
03.2004 - 03.2005
- Handled over 150 customer inquiries and suggestions courteously and professionally
- Actively listened to over 150 customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of over 150 customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Met customer call guidelines for service levels, handle time and productivity
- Responded to customer requests for products, services, and company information
Data Encoder
San Miguel Beer Corporation
12.2003 - 02.2004
- Completed daily data back-up to secure records
- Maintained daily production logs of activities and completed work
- Maintained over 20 files, records and chronologies of entry activities
- Prepared source data for computer entry by compiling and sorting information
English Tutor
E- Study Center
07.2003 - 08.2003
- Developed 4 Korean students confidence through positive reinforcement strategies
- Improved students' verbal English skills through personalized learning programs
- Assessed 4 Korean students learning needs and provided relevant instruction to close knowledge gaps
- Motivated students with accurate feedback and positive reinforcement
College Instructor
Ateneo De Davao University
06.2002 - 03.2003
- Subject matter specialist for MS Access, Managerial Economics, Basic Accounting, Engineering Ethics, Industrial Psychology, and Cost and Managerial Accounting
- Demonstrated strong interpersonal and communication skills, resulting in clear subject matter discussion with 20 Engineering students
- Encouraged class discussions by building discussions into lessons, actively soliciting input, asking open-ended questions and using techniques to track student participation
- Used different learning modes and types of technology to engage students in achieving learning outcomes
- Researched and selected course texts and supplemental learning materials
Sales Center Assistant
Edmark Philippines Inc.
04.2002 - 06.2002
- Skilled at working independently and collaboratively in team environment
- Self-motivated, with strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in team setting, providing support and guidance
Education
Bachelor of Science - Industrial Engineering
Ateneo De Davao University
Davao, Philippines03.2001
Skills
- Data Organization
- Schedule Management
- Business Needs Analysis
- Strategic and Business Planning
- Resource Coordination and Allocation
- Microsoft Office
- Multitasking and Time Management
- Data Research and Analysis
- Project Management
- Customer Relations and Communications
- Administrative Operations
- Organizing and Categorizing Data
Certification
- HLTAID011 Provide First Aid
- HLTAID010 Provide Basic Emergency Life Support
- HLTAID009 Provide Cardiopulmonary Resuscitation
- WFM - Scheduling
- Forecasting and Demand Management
- The 5 Choices to Extraordinary Productivity
- Effective Business Writing
Timeline
Quality and Administration Assistant
Holicare Pty Ltd
05.2023 - Current
Sr Process Specialist
Capital One Philippines Support Services Corp
08.2022 - 04.2023
Process Specialist
Capital One Philippines Support Services Corp
10.2013 - 08.2022
Resource Management Analyst
HSBC Electronic Data Processing (Philippines) Inc.
04.2007 - 09.2013
Customer Service Representative
HSBC Electronic Data Processing (Philippines) Inc.
03.2005 - 04.2007
Customer Service Representative
Cyber City Teleservices, Inc.
03.2004 - 03.2005
Data Encoder
San Miguel Beer Corporation
12.2003 - 02.2004
English Tutor
E- Study Center
07.2003 - 08.2003
College Instructor
Ateneo De Davao University
06.2002 - 03.2003
Sales Center Assistant
Edmark Philippines Inc.
04.2002 - 06.2002
Bachelor of Science - Industrial Engineering
Ateneo De Davao University
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