Louie Oliver Pagulayan
14/5-9 Garfield Street, Carlton,NSW
Summary
Housekeeper focused on providing exceptional service to commercial tenants. Reliable, responsible and driven to be integral team member. Consistently punctual in arrival and stays until all tasks are complete. Manages supply inventory and task list efficiently.
Overview
15
15
years of professional experience
Work History
Residential Cleaner
Freelance Cleaner
Sydney, NSW
08.2022 - Current
- Delivered quality customer service to address urgent needs and cleaning requests.
- Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
- Spot-cleaned stains and repaired scuffs or dings to maintain furniture and walls.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Vacuumed rugs and carpeted areas in offices, lobbies and corridors.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Verified cleanliness and organization of storage areas and carts.
- Waxed and polished wood floors and other woodwork.
- Emptied trashcans and transported waste to collection areas.
- Used time management and efficient cleaning methods to meet deadlines.
- Disposed of trash and recyclables each day to avoid waste buildup.
Group Leader
Access Healthcare
Philippines, Taguig City
07.2022 - 08.2022
- Coached and developed direct reports to lead problem-solving activities.
- Executed routine and non-routine work, driving cost-effective operations.
- Partnered with hiring managers to understand hiring needs and team dynamics.
- Worked with other group leaders to identify and resolve issues between teams.
- Communicated objectives and implementation tactics to meet organizational goals.
- Implemented improved initiatives to optimize safety and quality.
Global Reporting Supervisor
Concentrix Philippines
Philippines, Baguio City
09.2021 - 02.2022
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Enhanced financial performance metrics by networking to create successful and sustainable relationships.
- Developed annual branch business plan for maximum profitability and effectiveness.
- Managed contract administration, maintained files, validated codes and monitored reporting.
- Produced monthly and quarterly sales tax reports for each jurisdiction, prepared commissions and monitored bi-weekly payroll administration.
Customer Service Coach
Sitel Philippines
Philippines, Baguio City
12.2018 - 09.2021
- Explained goals and expectations required of trainees.
- Developed skill-specific training programs to promote employee development.
- Developed complete training programs and led training using expert learning techniques.
- Evaluated client processes, employee performance and training progress to determine additional training needs.
- Blended business's goals, mission and values with learning development initiatives to deliver high-quality training to employees.
- Managed various training courses by developing curricula, instructions, documents and written tests.
- Reviewed training delivery methods to optimize training effectiveness and costs.
- Scheduled training sessions based on availability of classrooms, equipment and instructors.
Operations Reporting Lead
Sitel Philippines
Philippines, Baguio City
12.2016 - 11.2018
- Monitored data inputs to manage and maintain accuracy.
- Provided technical and operational support for entire organization.
- Managed user profiles, security access and shared file structures.
- Completed frequent checks on user logins, file permissions and other data issues.
- Analyzed project requirements to find bugs and eliminate issues.
- Performed continuous assessments of network structure, business content filters and security firewalls.
- Reviewed, analyzed and recommended software solutions for specific project needs.
- Directed account management and customer training on company technical software and tools for new accounts and new users.
Operations Reporting Analyst
Sitel Philippines
Philippines, Baguio City
09.2013 - 11.2016
- Streamlined reporting processes by evaluating data sources, compiling data and redesigning output.
- Assessed and prioritized departmental reporting needs, functions and strategies and reported findings to management.
- Drafted and formatted reports in alignment with data quality requirements.
- Provided technical expertise regarding reporting functions and applications.
- Prepared graphs, spreadsheets and reports for presentations.
- Established reporting criteria and standards to effectively maintain data integrity.
- Monitored KPIs to identify inefficiencies and risks.
- Liaised with other departments to foster efficiency and determine future reporting requirements.
- Managed data collection and sampling procedures to accurately collect data.
- Corrected inaccuracies through root cause analysis and performance report review.
Customer Service Representative
Sitel Philippines
Philippines, Baguio City
03.2011 - 09.2013
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
Technical Support Representative
Sitel Philippines
Philippines, Baguio City
11.2006 - 03.2011
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Supported customers with online billing, access and account issues.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Used remote login tools to assist clients with technical and product questions.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Demonstrated advanced product knowledge to solve customer issues.
Education
Associate of Applied Science - Associate of Aviation Electronics And Technology
Philippine State College of Aeronautics
Philippines, Pasay Metro ManilaBachelor of Science - Information Technology
Kent Institute Australia
10 Barract St, Sydney NSW, 2000Skills
- Processes and Procedures
- Quantitative Skills
- Experience in Leadership
- Data Management
- Computer Skills
- Organizational Skills
- Banding Tools Operation
- Supervision & Leadership
- Reliable & Trustworthy
- Multitasking Abilities
Timeline
Residential Cleaner
Freelance Cleaner
08.2022 - Current
Group Leader
Access Healthcare
07.2022 - 08.2022
Global Reporting Supervisor
Concentrix Philippines
09.2021 - 02.2022
Customer Service Coach
Sitel Philippines
12.2018 - 09.2021
Operations Reporting Lead
Sitel Philippines
12.2016 - 11.2018
Operations Reporting Analyst
Sitel Philippines
09.2013 - 11.2016
Customer Service Representative
Sitel Philippines
03.2011 - 09.2013
Technical Support Representative
Sitel Philippines
11.2006 - 03.2011
Associate of Applied Science - Associate of Aviation Electronics And Technology
Philippine State College of Aeronautics
Bachelor of Science - Information Technology
Kent Institute Australia
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