Ana R.

PROFESSIONAL EXPERIENCE IBM Daksh, Edsa Central cor. Shaw Blvd., Mandaluyong City October 2008 – April 2009 Financial Associate/Customer Care Specialist • Certified financial associate of CitiMortgage account, a member of Citigroup focusing on providing the highest quality mortgage products as part of an expansive portfolio of financial services that includes banking, insurance, property taxes, mortgage management, credit cards, and much more. • Provides superior customer service, and support Citimortgage team in achieving business goals by performing transactional services and maximizing cross-sell opportunities. • Handles and resolves complaints/issues on behalf of our customers promptly and effectively. • Fully trained in Escrow analysis of the mortgage account. • Protects bank’s image by keeping mortgage loan information on confidential. • Drives efforts to identify and implement service behaviors that improve the overall customer experience. • Advise borrowers on financial status and method of payments. • Identifies customer needs in order to effectively refer mortgage products and services. Saudi Arabian Airlines, Jeddah, Kingdom of Saudi Arabia December 2005 – December 2007 Flight Attendant • Equipment qualifications are Boeing 747 and 777, McDonnel Douglas MD-90-30 and Embraer-170. • Responsible for providing legendary customer service to passengers desiring to travel by performing or assisting in the performance of all safety, passenger service, and cabin preparation duties. • Provides leadership, direction, and assistance during an emergency, including aircraft evacuation, administering first aid to ill or incapacitated customers, and unusual incidents (bomb threats, hijackings, delayed flights, severe weather conditions, turbulent flights, etc.) • Works independently without constant supervision and observation, work must be performed in accordance with established guidelines, procedures, and performance standards. • Greet passengers, verify tickets, explain use of safety equipment, and serve food or beverages. • Prepares reports showing place of departure and destination, passenger ticket numbers, meal and beverage inventories, palliatives issued, and lost and found articles. • Determine special assistance needs of passengers such as small children, the elderly or disabled persons. Pasig Catholic College, Malinao, Pasig City May 2004 – May 2005 Student Assistant - Clerk • Works closely with the Institute for Continuing Education Coordinator and staff in preparing modules, seminar/workshop materials. • Follows up schedules of seminars/workshops. • Assists facilitators during seminars/workshops. • Encodes/tallies/prepares evaluation reports of facilitators. • Takes charge of the smooth flow of seminars/workshops. See to it that all needed materials, handouts, (computers, overhead projector, LCD, screen, extension wire, etc.) are ready before the seminar and are returned to the different unit/s or department/s where they were borrowed. • Types reports, memoranda, correspondences, brochures, invitations, certificates, modules, etc. • Prepares power-point presentation of modules. • Maintains inventory level of supplies. • Files incoming and outgoing communications. • Disseminates memoranda, reports correspondences to the different offices/departments. • Performs other duties in relation to the area that may be assigned from time to time. Ever Shoppers Incorporated, Ortigas Extension, Pasig City May 2003 – September 2003 Customer Service Representative/Credit Verifier • Serves as the front liner and contact person for the whole department. • Handles customer’s request, inquiries and complaints personally and through the phone call. • Verifies Credit Purchase Slip of the customers. • Process incoming and outgoing documents. • Handles lost and found items and lost children inside the mall. • Educates the customers about the store’s policies and informing them about the incoming events and promos of Ever Gotesco Mall. • Responsible to the paging area with the coordination of the telephone operators. Pacific Semiconductor Incorporated Technologies, FTI, Taguig City September 2002 – February 2003 Engineering Clerk • Monitors the spare parts needed of every machine inside the production line. • Makes reports by using a graphical presentation to be presented to the Senior Managers about the machine downtimes and problems inside the production. • Files incoming and outgoing communications. Jollibee Foods Corporation, Mercedes Avenue, Pasig City November 2001 – June 2002 Service Crew • Handles cashiering and customer relations. • Promotes store's new product line. • Gives fast and friendly service to the valued customers by consistently doing the standard steps provided by the company. EDUCATION Bachelor of Science in Secondary Education Major in English (2005) PASIG CATHOLIC COLLEGE, Malinao, Pasig City CERTIFICATIONS ATTAINED Best in Quality, March 2009– IBM Daksh Best Flight Attendant for Outstanding Performance , Year 2007– Saudi Arabian Airlines TRAININGS AND SEMINARS ATTENDED Basic Hostess Training Course (Service Training) October 2005 – November 2005 The Initial Flight Attendant Safety and CRM Training Course November 2005 – December 2005 English Communication: Facing Today’s Challenge November 22, 2004