1988
B.S. in Information &Computer Science
St. Paul University
More Info About Me
A highly skilled professional with a Bachelor’s degree in Information & Computer Science and extensive experience in administrative support, technology, and team leadership. With nearly eight years as a Salesforce Administrator, I specialized in system maintenance, enhancements, knowledge base development, and providing multi-channel support via phone, chat, and email. Additionally, I have a strong background in the BPO and call center industry, having served as both a Team Manager and an Operations Manager, leading teams to optimize performance and efficiency. Currently, I work as an Executive Assistant, where I excel in research, email and calendar management, presentation development, report generation, file organization, and a wide range of administrative and personal tasks with a high level of professionalism and attention to detail.
My Skills and Competencies
SalesForce Administration
Team Management
Social Media Management
Organization & Planning
Quality Assurance
Reports Analysis
Inventory Management
Customer Support
Technical Support
Trello
Canva
Bookkeeping
Quickbooks Online
Email Management
Calendar Management
Certificates
My Experience and Education
2022
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Present
Real V LLC Sticky Fingers Cooking
(Executive Assistant)
Provide daily phone/email coverage to assist our Chef Instructors; Facilitate staff support; Assistant to managers; Attend weekly staff meetings; Assist in organizing staff meetings; Support Managers with duties, including general administrative support; Customer service communication (written and verbal) with clients.; Online office organization.; Chat support: Calendar management; Email management; Research; File organization
2021
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2022
Real V, LLC Sticky Fingers
(Communications and Admin Support Specialist)
Provide daily phone/email coverage to assist our Chef Instructors; Facilitate staff support; Assistant to managers; Attend weekly staff meetings; Assist in organizing staff meetings; Support Managers with duties, including general administrative support; Customer service communication (written and verbal) with clients.; Online office organization.; Chat support: Calendar management; Email management; Research; File organization
2021
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2021
Rene Kamstra
(Executive Assistant)
Email management; Calendar Management; Creating presentations and reports; Research; Assists speaker during webinars; Support speaker on personal accounts; Follow-up tasks delegated to the team and sends update to the manager
2015
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2020
SAP Concur
(IT Technology Associate Consultant II)
Supports new and existing SalesForce user base with questions and issues in Sales Cloud and Service Cloud; Creates and maintains fields, views, reports, dashboards, campaigns, and other salesforce.com objects and functions; Handles on‑going customization/ alteration of Salesforce.com; Creates new reporting capabilities and respond to ad hoc reporting requests as needed; Provide support functions as needed; Reassign Accounts, Contacts, and Opportunities in response to personnel changes.; Grant/remove and maintain user licenses; Design, Create and
aintain user roles, profiles, and hierarchies; Import data as appropriate; Manage duplicate records; Ensure data integrity by merging duplicate Leads, Contacts, and Accounts; perform mass uploads and updates of data as
equired; Remove unnecessary fields and data; ensure screens, fields, and workflow have accurate names and reflect current workflow.
2020
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2021
SAP Philippines
(Finance Operations Specialist)
The CoE Calculations team operates under the Centralized Deal Support structure, supporting calculations of SAP Software & Maintenance. My role is to ensure the correct auditing and generation of Software & Maintenance
landscapes for SAP Customers and Partners. A dedicated point of contact for internal customers from across SAP,
develop financial and technical skills, and find creative ways to solve complex problems.
2010
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2016
Hewlett-Packard Phils.
(SalesForce Admin, QA & Reports Specialist)
Salesforce Administrator:
Administration ‑ Continuing customization and development; User maintenance; Database de‑duping and cleanup; Development of reports and dashboards; Ongoing documentation; Training ‑ Develop and implement training for
users; Keep materials up‑to‑date; Communicate future Salesforce releases and enhancements; Grow ‑ Design and manage the ongoing development of the system to meet the organization’s mission; Manage Vendors ‑ Managed outsourced Salesforce implementation partners and ongoing relationships with Salesforce employees.
Reports Analyst:
Provide accurate periodic (historical/statistical) reports to the management team; Generate performance reports and issue them in a timely manner; Conduct research and data analysis; Calculate daily, weekly and monthly
per‑agent performance summary and metric reports for the quarterly spiff pay‑outs; Develop and implement reporting strategies; Create scorecards, dashboards, and other custom reports as needed; Collaborate with the
management team in defining new reporting and tracking requirements.
QA Specialist:
Monitor and accurately score support incidents based on accepted standards and policies of the CSS QA Rulebook; Collaborate with management to improve agents’ skills, performance, and overall customer experience; Help define and streamline improvements in quality monitoring.
2008
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2009
Stellar Global Solutions, Phils.
(Operations Manager)
Manage assigned team of supervisors/team managers to meet performance, quality, customer satisfaction, efficiency, support, and guidance in accordance with client‑approved processes as well as internal company procedures and policies; Recruitment.
2007
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2008
Stellar Global Solutions, Phils.
(Team Manager)
Manages assigned team of agents/customer service representatives or operators to meet performance, quality, customer satisfaction, efficiency and hours/staffed time goals by providing knowledge, education, support
and guidance in accordance with client‑approved processes as well as internal company procedures and policies.
1998
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2000
Multico Prime Power, Inc.
(Executive Secretary)
Knowledgeable in compensation and benefits administration, timekeeping
and payroll administration; Knowledgeable in government agencies' processing requirements; Performs functions such as filing, bookkeeping, setting up of appointments with prospective clients, answering phone calls
and inquiries from customers; Creates presentations using Powerpoint; Assists the President of the company, an Indonesian expatriate, and also the General Manager of Sales in scheduling their activities/appointments.
1989
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1997
Innodata Manila
(Product Leader)
Manages around 50 to 60 staff, mostly encoders, editors, scanners and compilers; reviews performance of staff and makes necessary evaluations and recommendations; Recommends additional manpower as required, select from a pool of applicants, and does the final interview and recommendation; Creates motivation and incentive schemes; Creates programs for database entry; Communicates with clients overseas through e‑mails and conference calls/
My Services
SalesForce Administrator
Support for SalesForce users; maintenance and enhancements; creates knowledgebase articles; creates management reports
Bookkeeping
Statement of Account mgt; AP management; Bank recon; Reporting; AR aging; Bank Feeds Categorization; Inventory mgt
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.