How AU SME’s Can Benefit From Outsourcing To the Philippines (And How to Get Started)

Learning Operations Senior Analyst
January 2021 – February 2022

• Facilitated a variety of process-related courses, including new hire onboarding, upskilling, refresher, and cross-training for contact center operations.
• Coordinated, prepared, implemented, and documented training activities to ensure alignment with contact center processes.
• Developed comprehensive training materials, including curriculum design, assessments, and supporting documentation.
• Collaborated closely with process owners and stakeholders to ensure training programs were updated and aligned with business needs.

Contact Center Specialist
September 2013 – January 2021

• Handled customer inquiries, resolving concerns and complaints efficiently through phone interactions.
• Provided detailed explanations of life insurance policies, including policy types, coverage, status, and validity, addressing any customer concerns.
• Assisted customers with claims setup, status updates, and follow-ups with the relevant departments to ensure timely resolutions.
• Processed payments, discussed billing statement details, payment modes, and arranged draft dates for automatic banking.

• Managed Settlements Across Queensland and Victoria: Oversaw conveyancing settlements for properties in Queensland and Victoria, ensuring strict adherence to state-specific regulations and procedures.
• Prepared and Processed Settlements in PEXA: Executed property settlements through PEXA, including lodging legal documents, verifying funds, and coordinating with solicitors, mortgagees, and other stakeholders to ensure smooth and timely electronic settlements.
• Created and Managed Legal Matters in Actionstep: Managed client matters within Actionstep, including creating, updating, and organizing case files, ensuring accurate data entry, and maintaining thorough documentation throughout the conveyancing process

Customer Representative - 
April 2020 - October 2021

• Managed end-to-end order processing and delivery using B2C software KIBO.
• Verified customer accounts and investigated potential fraudulent activities.
• Maximized customer satisfaction by promptly resolving service issues and addressing inquiries with accuracy.
• Assisted customers with product-related questions, feedback, and complaints, ensuring a positive experience.

Order Management Officer (Non-Voice Account)
October 2016 - January 2020

• Validated orders from Sales Representatives, ensuring product availability and accurate legal details.
• Entered sales orders into the client's core system, monitoring contract and order progress to ensure successful delivery of products and services.
• Provided remote support to sales teams, ensuring compliance and timely provisioning of sales orders.

• Managed end-to-end contract processing, from file creation through settlement, ensuring all conditions were met and handling comprehensive file documentation.
• Facilitated property settlements across Queensland, Victoria, New South Wales, and the Australian Capital Territory (ACT), with expertise in utilizing PEXA for electronic conveyancing.
• Proficient in conveyancing software platforms including Actionstep, TriConvey, and LEAP for seamless workflow management.
• Addressed client concerns via email and phone, delivering clear and timely communication.
• Collaborated effectively with lawyers, lenders, brokers, conveyancers, and regulatory authorities to ensure smooth property transactions and compliance with legal requirement

• Manage and maintain positive customer relationships by overseeing the full lifecycle of support tickets—from initial triage to resolution.
• Ensure timely, effective, and accurate resolution of customer inquiries and technical issues, while proactively addressing feedback to improve service quality.
• Conduct regular audits of support tickets to ensure adherence to internal processes and service level agreements (SLAs).
• Generate and analyze performance reports to identify trends, support strategic decisions, and drive continuous improvement in customer support operations.
• Oversee end-to-end ticket management, collaborating with cross-functional teams to streamline workflows and enhance customer satisfaction.

• Supported lead researchers in generating high-quality, targeted leads tailored to client objectives and industry requirements.
• Facilitated regular calibration calls to align team understanding of client profiles, ensuring consistency and accuracy in lead generation efforts.
• Assisted in onboarding and training new lead researchers, providing guidance on best practices, tools, and client expectations.
• Prepared and maintained detailed monthly performance and progress reports for internal and client-facing use.
• Conducted market research and competitor analysis to enhance lead generation strategies and identify new business opportunities.
• Ensured data integrity by auditing lead lists and updating client databases to reflect the most accurate and current information.
• Collaborated cross-functionally with sales and strategy teams to support campaign planning and client engagement initiatives.

• Delivered high-quality customer support for a broad range of banking products, including retail banking, credit card services, and digital financial solutions.
• Provided technical assistance for online banking platforms and mobile banking applications, troubleshooting issues and guiding customers through resolutions.
• Handled inquiries related to account management, transactions, product features, and service updates with professionalism and accuracy.
• Educated customers on the usage and security of digital banking tools, promoting self-service options and enhancing user confidence.
• Escalated complex or unresolved issues to appropriate internal departments while maintaining ownership until resolution.
• Maintained compliance with banking regulations and internal policies while ensuring customer satisfaction and confidentiality.

• Provided first-level technical support to customers by responding to inquiries via phone, email, and chat.
• Diagnosed and resolved hardware, software, and network-related issues through effective troubleshooting techniques.
• Escalated complex issues to Tier 2 support when necessary, ensuring accurate documentation and smooth handover.
• Delivered clear, step-by-step guidance to customers, improving user satisfaction and reducing repeat incidents.
• Maintained detailed records of customer interactions, technical issues, and resolutions using ticketing systems.
• Collaborated with internal teams to identify recurring issues and recommend long-term solutions or product improvements.

• Managed high-value client accounts, ensuring exceptional service delivery and client satisfaction.
• Oversaw end-to-end program and project management for finance and accounting initiatives, including planning, execution, monitoring, and reporting.
• Coordinated cross-functional teams to deliver financial solutions aligned with strategic objectives and regulatory requirements.
• Analyzed financial data to support budgeting, forecasting, and decision-making processes.
• Implemented process improvements to enhance operational efficiency and reduce project delivery timelines.
• Acted as a primary point of contact for stakeholders, maintaining clear communication and ensuring alignment on project goals and outcomes.

• Managed end-to-end shipment processes for the Vietnam cluster, overseeing both import and export operations to ensure timely and cost-effective delivery.
• Collaborated closely with cross-functional teams and counterparts in Vietnam to identify operational inefficiencies, leading process improvement initiatives and the implementation of innovative logistics procedures.
• Conducted comprehensive gap analyses and generated strategic reports to support production planning and enhance overall supply chain performance.
• Ensured compliance with international trade regulations and company policies throughout the shipping lifecycle.
• Coordinated with freight forwarders, customs brokers, and third-party logistics providers to resolve shipment delays and maintain operational continuity.
• Monitored key performance indicators (KPIs) to assess logistics efficiency and drive continuous improvement.

• Handled complex, high-priority customer service cases as an Escalation Officer, ensuring timely and effective resolution.
• Acted as the final point of contact for unresolved issues, coordinating with cross-functional teams to identify root causes and implement long-term solutions.
• Maintained detailed case documentation, upheld service-level agreements (SLAs), and delivered empathetic, solutions-focused support to enhance customer satisfaction and retention.

• Oversaw account collections processes while serving as an apprentice team leader, supporting daily operations and assisting in the supervision of team performance
• Monitoring delinquent accounts, coordinating with clients to resolve payment issues, preparing reports on collection status, mentoring new team members, and contributing to process improvements to enhance collection efficiency and team productivity.

• Rapid Application Development: Successfully developed a fully functional application from scratch within tight deadlines using Laravel and React. 
• Technology Adaptation: Quickly adapted to new versions of PHP and Laravel, leveraging the latest features to improve application performance and maintain code quality. 
• Code Optimization: Enhanced existing codebases to achieve maximum efficiency, resulting in faster load times and reduced resource consumption. 
• Cryptocurrency Integration: Designed and implemented a system that utilizes cryptocurrency for investments and payouts, catering to client affliation needs and ensuring secure and efficient transactions.

• International Client Development: Successfully developed and delivered projects for Japanese clients using a variety of technologies, including PHP, JavaScript, Laravel, Vue.js, React, Angular, and WordPress. 
• Adaptability to New Technologies: Quickly adopted and implemented new technologies to meet the specific needs of diverse projects and client requirements. 
• Project Management: Efficiently managed multiple projects at the same time, ensuring on-time delivery and meeting client expectations. 
• Performance Under Pressure: Consistently delivered high-quality results even in high-pressure situations, demonstrating reliability and resilience. 
• Team Collaboration: Worked effectively both independently and as part of small to large teams, contributing to project success through strong technical skills and teamwork. 
• Mentorship and Support: Actively assisted colleagues in their tasks, providing guidance and sharing expertise to help improve overall team performance.

• Optimized Background Processes: Improved application performance by up to 2X by designing an asynchronous system that divides large tasks into smaller, manageable chunks. 
• Code Review and Standards: Reviewed all pull requests to ensure compliance with established coding standards and style guidelines. 
• Review Pull requests: to ensure the codebase adhered to the code styling and standards implemented for the application. 
• CI/CD Pipeline Management: Created and maintained a CI/CD pipeline, enhancing workflow efficiency, minimizing manual effort, and ensuring consistent code quality. 
• Performance Optimization: Reduced downtime by 10% through efficient cleanup processes and query optimization, including removing unused database data. 
• Application Enhancement: Boosted performance with efficient algorithms, caching strategies, and database query improvements, leading to faster load times and higher user satisfaction.

• Responds to telephone inquiries about the company's product or services.
• Providing excellent customer service in both account and technical queries.
• Providing new connections and support for existing VOIP for consumers.

• Job duties involve answering inbound calls.
• Providing excellent customer service in both account and technical queries.
• Using remote access with customers using TeamViewer.

• Creating and setting up advertising campaigns based on the client's goals and objectives. This involves selecting the right campaign type (search, display, video, shopping, etc.), defining budgets, and configuring targeting options.
• Conducting keyword research to identify relevant keywords and phrases that potential customers might use when searching for products or services. This research informs the ad targeting strategy.
• Craft compelling and relevant ad copy that encourages users to click on the ads. This includes writing headlines and descriptions that match user intent and incorporating relevant keywords.
• Set and adjust bid amounts to ensure the client's ads are competitive in the auction process. Effective bid management aims to achieve the desired ad placement while maintaining a cost-effective strategy.
• Conduct A/B testing of different ad variations to identify which elements and strategies yield the best results. This includes testing different ad copy, headlines, and landing pages.
• Optimize ad targeting by selecting specific demographics, locations, devices, and other criteria to reach the most relevant audience.
• Monitor campaign performance, tracking metrics like click-through rate (CTR), conversion rate, and return on investment (ROI). They use this data to make informed adjustments to improve campaign performance.
• Improve the Quality Score of keywords and ads, which can result in lower costs per click and better ad placements, manage campaign budgets effectively, allocating resources to the most high-performing keywords and ads while controlling ad spend.

• Create and organize campaigns based on business goals.
• Set up ad groups with relevant keywords and targeting options.
• Conduct thorough keyword research to identify high-performing and relevant keywords.
• Use tools like Bing Keyword Planner to discover new opportunities.
• Write a compelling ad copy that aligns with the target audience.
• Create multiple ad variations for A/B testing.
• Set and manage daily and monthly budgets.
• Monitor spend to ensure campaigns stay within budget.
• Determine bidding strategies (manual vs. automated).
• Adjust bids based on performance metrics to optimize ROI.
• Regularly review campaign performance using metrics like CTR, CPC, and conversion rates.
• Analyze data to identify trends and make informed decisions.
• Test different ad copy, landing pages, and targeting strategies.
• Implement changes based on test results to improve performance.
• Ensure landing pages are optimized for conversions.
• Collaborate with web development or design teams if needed.
• Create regular performance reports for stakeholders.
• Use insights from reports to inform future strategies.
• Set up and manage audience segments for remarketing and targeting.
• Utilize demographic, geographic, and behavioral targeting options.
• Ensure all ads comply with Bing's advertising policies.
• Stay updated on industry trends and platform updates.
• Work with other marketing channels (like SEO and social media) for integrated strategies.
• Communicate with team members and stakeholders to align on goals.
• Stay informed about new features, tools, and best practices for Bing Ads.

• Creating and set up advertising campaigns based on the client's goals and objectives.
• This involves selecting the right campaign type (search, display, video, shopping, etc.), defining budgets, and configuring targeting options.
• Conducting keyword research to identify relevant keywords and phrases that potential customers might use when searching for products or services. This research informs the ad targeting strategy. 
• Craft compelling and relevant ad copy that encourages users to click on the ads. This includes writing headlines and descriptions that match user intent and incorporating relevant keywords.
• Set and adjust bid amounts to ensure the client's ads are competitive in the auction process.
• Effective bid management aims to achieve the desired ad placement while maintaining a cost-effective strategy.
• Conduct A/B testing of different ad variations to identify which elements and strategies yield the best results. This includes testing different ad copy, headlines, and landing pages.
• Optimize ad targeting by selecting specific demographics, locations, devices, and other criteria to reach the most relevant audience.
• Monitor campaign performance, tracking metrics like click-through rate (CTR), conversion rate, and return on investment (ROI). They use this data to make informed adjustments to improve campaign performance.
• Improve the Quality Score of keywords and ads, which can result in lower costs per click and better ad placements, manage campaign budgets effectively, allocating resources to the most high- performing keywords and ads while controlling ad spend.
• Stay up to date with its features and algorithms to adapt their strategies and campaigns accordingly.

• Creating and set up advertising campaigns based on the client's goals and objectives.
• This involves selecting the right campaign type (search, display, video, shopping, etc.), defining budgets, and configuring targeting options

• Set up and manage campaigns aligned with client goals across various formats (search, display, video, shopping).
• Perform keyword research to inform targeting strategies. -Write compelling ad copy tailored to user intent.
• Manage bids for cost-effective ad placement.
• Run A/B tests to refine ads, headlines, and landing pages.
• Optimize targeting by audience, location, device, and other factors.
• Monitor key metrics (CTR, conversion rate, ROI) and adjust campaigns accordingly.
• Improve Quality Score and manage budgets to maximize performance and minimize costs.

• Pioneer member of the Business Planning & Analysis/Data Analytics team at Sunnies Inc., playing a key role in driving data-driven decision-making across the organization.
• Business Intelligence: Proficient in data analysis, automation using Python and MS Power Automate, and creating dynamic visualizations and reports to support strategic initiatives.
• Data Engineer: Developed scalable and reliable data pipelines and queries using SQL, Python, Azure Synapse Analytics, SAP B1, and Power BI Dataflows to ensure efficient data processing and integration.
• Data Analyst: Expert in collecting, cleaning, and analyzing data using SQL, Python, and statistical tools to solve complex business problems and deliver actionable insights through clear, concise reports and visualizations.

• Serve as the subject matter expert (SME) and primary point of contact (POC) for queries related to "Media" and "ICS" (Institutional Client Services).
• Provide comprehensive support for the Sales Governance and Corporate business units, addressing inquiries and resolving issues efficiently.
• Utilize Salesforce and Excel to manage, track, and report on client data, ensuring seamless communication and data integrity.
• Trained extensively to handle governance-related matters and corporate business processes, providing expertise to internal teams and stakeholders.

• Act as the primary point of contact (POC) for corporate governance data in the Southern Europe region, specializing in Nordic and Israeli markets.
• Serve as the subject matter expert (SME) for CorpGov data, ensuring the accuracy and relevance of information provided to internal and external stakeholders.
• Lead training sessions using SAP Litmos, developing and delivering programs to enhance team skills and knowledge of corporate governance data systems.
• Oversee data management and quality control processes for Southern Europe, Nordic, and Israeli markets, ensuring compliance with ISS standards.
• Collaborate with cross-functional teams to address technical challenges, acting as the technical point person for region-specific data issues.
• Drive process improvements and provide insights to optimize data collection, analysis, and reporting for the assigned regions.

• Provide backend support using SQL or Python for data extraction, transformation, and loading (ETL) processes to facilitate internal client data requests.
• Develop data visualizations and reports using tools like Tableau and PowerBI for stakeholders based in Taguig, Philippines.
• Collaborate with other teams to create automated processes and solutions using Python for enhanced efficiency.

• Answer incoming calls for the member needing help in availing their insurance
• Verify member's information and eligibility for insurance Inbound and Outbound calls, chats and emails
• Making sure that things are tracked and checked correctly on the database
• Coordinate with their designated Care Advisors Handle both member and caregivers
• Provide accurate information related to their benefit, insurance and eligibility
• Making sure we checked their healthcare, customer data and connect to the right departments
• Make sure that everything is documented by using our CRM and tools
• Uses Dash, Outlook, Teams, DialPad, Five9, Retool & Intake Forms

• Handle bookings for children/parents' request
• Do Admin Tasks and calendar management
• Organize things and make sure that everything is updated
• Monitor bookings and school holidays
• Email and Inbox Management
• Organising queries and complaints through ticketing system
• Provide reporting to the Customer Service & Billing Manager
• Control and sort inbound emails and query tickets for resolution of customer questions and complaints
• Placing bookings and making cancellations on our Child Care Management system
• Monitor Hubspot ticketing system
• Keep on track of all the failed debit payments and make sure to follow up on time
• Make sure to keep ISS updated
• Monitor invoices and making sure everything is updated
• Manage CRMs using Hubspot, PowerDiary & Xplor Spreadsheets
• Uses Gmail, Excel, Slack, Outlook, Microsoft Teams and
  Spreadsheets

• Handle executive calendar
• Do bookings for travels and meetings
• Create PowerPoint presentations
• Researching
• Handling executive emails and answering queries from the clients
• Attend meetings and take down MOM
• Uses of WordDocs, Excel & Microsoft Spreadsheet & NurrsingStaff tools
• Post JobAdd via Indeed and LinkedIn
• Social Media Management
• Uses project management tools
• Assist in sorting receipts
• Uses different tools and CRMs like: Hubspot, Calendly, Google
• Calendar, Outlook Calendar, Zoom and Indeed calendars, Trello,
• Asana, Google Workspace, Excel, Xero, WhatsApp, Google Chat,
• Ring Central
• Social Media Accounts like: LinkedIn, TikTok, Facebook Page and
• Instagram

• Lead Submit
• Got chosen to lead and do interviews and training for newly hire folks and pick the best ones
• Train the team and Lead
• Monitor team’s performance and team
• Do reports
• Do outbound call and cold emails
• Handle inbound and outbound emails
• Do sourcing and lead prospecting using different tools
• Uses multilogin, meltbelly, timedoctor, excel, spreadsheet, zoom,
• Indeed, Basecamp, Skype, Slack, LinkedIn Sales Navigator,
• LinkedIn, AnyLeads, Xpandi, Asana, GoHighLevel and Eliza

• Handle seller's Amazon account and monitor things on theirbehalf.
• Do invoices, product management and admin tasks by making sure everything is updated on a day-to-day basis.
• Product Listing
• End-to-end contact of client with everything on his business
• Supplier Tasks
• Invoicing
• Price Research etc.
• Making sure that all finances are accurate and items are align on pricing
• Knows how to use DropBox, Confluence, Jira, SellerBoard, Xero, Amazon Seller Central, Microsoft, Excel, Googe Workspace, WORK WhatsApp EXPERIENCE S

• Handle E-commerce account of sellers
• Assist the sellers/clients with their shop on the Online Shopping
• Platform Account
• Handles their statement of account, order management, sales and product inquiries
• Inbound and Outbound Calls, Emails and Chats
• Digital Cases and Scrubber
• Do callouts for escalated tickets
• Floor Support to the team
• Digital Cases and Scrubber
• Person in charge whenever Team Manager is not around
• Do reports and administrative tasks
• Attend meetings and do reporting
• Knows how to use Zendesk, Xspace, SalesForce, SnapEngege, XLite, UAD, Dingtalk, Googlesheets, Exel etc

The role involves significant administrative work, such as data entry, client communication, and project tracking. The ideal candidate should be highly organized, possess excellent written and verbal communication skills, and have the ability to work independently with minimal supervision.

Key Responsibilities:

• Data Entry: Manage data entry into event databases, primarily using Events Air and Smartsheet.
  • Set up event registration portals, micro-sites, and manage event data.
  • Input data such as event names, locations, and schedules.
  • Update spreadsheets and maintain accurate records of event details.
• Client Communication:
  • Draft, schedule, and send email communications to clients, exhibitors, sponsors and attendees using platforms like Mailchimp, Gmail, and Events Air.
  • Assist with correspondence management and customer enquiries.
  • Participating in the development of a range of client project documentation and undertaking activities to deliver on these projects.
• Ticketing and Social Media:
  • Create and manage event ticketing using platforms such as Events Air, Humanitix, and Eventbrite.
  • Collect items for social media and post to clients accounts are required.
• Administrative Support:
  • Assist with document management, including preparing and maintaining PowerPoint presentations, reports, and templates.
  • Create mail merge documents to produce event name tags for attendees and exhibitors.
  • Update and maintain spreadsheets related to event planning, invoicing, and logistics.
  • Help with general admin tasks like filing, research, and responding to enquiries.
  • Contribute to related documentation such as event manuals, registers and reports, contracts and contract tracking registers, travel and logistics for artists, collection of artist promotional material and performance material.
• Project Tracking:
  • Assist in tracking event project stages using tools like Teamwork or Smartsheet.
  • Report progress to the founder and manage timelines to ensure event readiness.

• Assist clients and advise them on matters involving minor to moderate renovations suited for accessibility improvement and independent living.
• Assist senior quote specialists in finishing quotations for major projects.
• Compute and forward minor to moderate home modification quotations to clients.
• Create schedules and assign small tasks, home modifications or major home improvements to our professional builders.
• Update our job management software to track completed minor and major tasks by our professional builders.

• Assist customers via phone, chat or email regarding general queries, purchases, returns and order shipment.
• Processing order returns and communicating with the customer regarding a refund or replacement.
• Checking and ensuring that all orders are fulfilled in the event of a system interface error.
• Coordinating with the warehouse team in resolving order errors/concerns such as incorrect item/s delivered, missing items from order and damaged items.
• Ensuring that the other ecommerce sites we sell our products on are running smoothly – resolving disputes, making listings active and ensuring that the listings are up to date.
• Communicating with suppliers in regards to the credit requests submitted for faulty products.
• Process dropship orders through our partners.
• Ensure that the Toy Universe manual is up to date regarding procedures and guidelines.
• Assist in training new hires regarding Toy Universe procedures.
• Create training videos for to assist in training new hires.
• Coordinate with other teammates assigned in Warehouse and Products to ensure that online product listings contain accurate details.
• Complete ad hoc tasks such as 301 redirects

• Assist Telstra clients via phone and email support with their open complaints, billing and general queries, fee disputes, technical issues and sales generation.

• Assist buyers via phone and email with their purchases, payments and order disputes.
• Assist sellers via phone and email in selling on eBay including: creating a listing, completing a sale, billing invoices, fee disputes and managing their seller ratings.
• Assist eBay’s Top sellers with their billing concerns and account issues.

• Assist coaches in handling and monitoring a team particularly focusing on resolving customer concerns that agents are not familiar with.
• Assist coaches in ensuring that call quality standards are met in every interaction.

• Preparation and evaluation of documents, electrical drawings and plans to determine the scope of work. 
• Preparing accurate electrical estimates and pricing for a job, taking into consideration all project requirements while ensuring estimates comply with legislation, standards and safety requirements.
• Estimation of materials, costs, and labor required for electrical installations in residential projects. 
• Identifying cost and time constraints to optimize project progress.
• Maintaining electrical cost database. 
• Timely preparation and submission of correct and technically accurate electrical tenders

• Preparation of cost plans and value engineering to help the design team control the expenditure and to ensure that the project cost is kept within budget which involves liaising with architects, engineers, and subcontractors. 
• Responsible for providing supplier cost input during sales bidding phase and report back on cost performance to project team. 
• Collaborating with other Subcontract Program Managers in managing Subcontract Partner performance. 
• Develop negotiation strategies and lead formal negotiations (Price, Delivery, Terms & Conditions). 
• Preparation of tender documents, tender clarification, and tender report to provide a reliable basis on which to tender for proposal construction works and to create a comprehensive priced document, on time for submission. 
• Measurement and preparation of take-off Quantities which includes BQ measurement, handling of queries in completing the measurement, information dissemination to design consultants and preparation of necessary QA documents pertaining to BQ preparation to provide a strong basis for budgetary control and accurate cost reporting of the contract.
• Preparation and review of needed documents for ongoing variations in project’s progress such as RFAs and RFIs. 
• Monitoring of project progress and valuation of variations in the work during the contract.  Quantity and cost estimation of materials, fixtures, and labor required at site.

• Supervision of construction to ensure that the electrical system is designed, installed, and tested in compliance with safety standards, electrical codes, and project specifications. 
• Preparation and design of detailed electrical drawings such as single line diagrams, power layouts, lighting layouts, and load schedules for electrical equipment. 
• Coordination of project activities including organizing & directing personnel to ensure satisfactory project performance. 
• Supervision of pulling, termination, and installation of Low & Medium Voltage cables. 
• Estimate Quantities and Schedule activities. 
• Forecasted monthly budget, analyze project cost, and apply value engineering to ensure that the project is kept within budget

• Preparation and design of detailed electrical drawings such as single line diagrams, power layouts, lighting layouts, and load schedules for electrical equipment. 
• Estimate Quantities and Schedule activities. 
• Forecasted monthly budget, analyze project cost, and apply value engineering to ensure that the project is kept within budget.

• Review electrical project plans, drawings, and specifications to understand the project's scope of work.
• Preparation of accurate electrical estimates and determine the type, quantity, and cost of electrical materials, fixtures, and the labor required for the project's completion.
• Preparation and submission competitive project bids in accordance with established guidelines as well as participating in bid review meetings.
• Collaborate and coordinate with project managers, engineers, and subcontractors to gather relevant information and to optimize project implementation.
• Negotiate with suppliers and subcontractors to obtain favorable pricing.
• Review and validate vendor and contractor pricing for electrical works, ensuring alignment with project scope.

• Determined the best resolution for fraud and disputes claim initiated by customers by reviewing documents provided by merchants and cardholders and making crucial decisions that will benefit the cardholders, merchants and Capital One.
• Received calls for general inquiry displaying expertise in determining whether the customer has a disputed or fraudulent transactions.
• Providing optimal solution for the customer maintaining customer satisfaction.
• Training Mentor and Technical Expert Trained and supported end-users with software, hardware and network standards and use processes.
• Remained up-to-date on latest technologies and solution applicable to company products in order to provide best support.

• Trained and supported end-users with software, hardware and network standards and use processes.
• Remained up-to-date on latest technologies and solution applicable to company products in order to provide best support.

• Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention.
• Built long-term, loyal customer relations by providing top- notch service and detailed account and service information.
• Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Investigated and resolved accounting, service and delivery concerns.

• Design a variety of marketing materials, including Company Organizational and Process Charts, ID and lanyard brochures, flyers, billboards, banners, and other.
• Create visually engaging posters and short video clips for social media advertisements.
• Craft compelling and relevant content captions tailored to social media platforms, ensuring alignment with the brand's voice and messaging.
• branded collateral to support sales and promotional activities.
• Lead generation through targeted social media strategies, managing customer inquiries about quotation, payment terms, warranties, and services via direct messages, comments, and emails.
• Build and maintain strategic relationships with suppliers and external partners to support marketing initiatives.
• Oversee the development of all marketing materials, from website banners to printed brochures and case studies, ensuring consistency in branding and messaging.
• Work closely with cross-functional teams, including design, web development, and sales, to ensure a cohesive marketing approach.
• Measure and report on the performance of digital and offline marketing campaigns, assessing engagement.
• Visit various branches to assess the condition of marketing materials, ensuring that they are properly installed, updated, or upgraded as needed.

• Design promotional materials such as posters, flyers, brochures, banners, billboards, and social media graphics for mall events, sales, seasonal promotions, and store campaigns.
• Ensure all designs align with the mall’s branding guidelines and maintain a consistent visual identity across all platforms.
• Design clear, attractive signage for mall interiors and exteriors, including wayfinding signs, store promotions, and event displays.
• Work closely with the marketing team, mall tenants, and other departments to develop creative solutions for promotional and advertising needs.
• Liaise with printers and vendors to ensure high-quality production of printed materials and timely delivery of collateral.
• Stay updated on the latest design trends, particularly in retail and mall promotions, to keep the mall’s visual content fresh and appealing.

• Create visually compelling designs for print materials such as posters, billboards, invitations, brochures, and flyers that align with client expectations and brand guidelines.
• Meet with clients to understand their design needs, preferences, and vision for projects. Provide creative input and advice on materials and design choices.
• Ensure that all designs are correctly formatted and prepared for print production, including color profiles, bleed, margins, and resolution settings.
• Provide proofs to clients for review, make revisions based on feedback, and ensure final approval before production.
• Work closely with the printing team to ensure design files are optimized for printing and ensure the final output meets quality standards.
• Design across various formats and sizes, from small invitations to large billboards, ensuring quality and consistency.
• Manage multiple projects simultaneously, ensuring timely delivery of designs while meeting production deadlines.

• Create unique and appealing designs for Event materials, sublimation printing on shirts, helmet and riding vest ensuring compatibility with production techniques and client specifications.
• eye-catching and engaging banners, posts, and advertisements for social media platforms that resonate with the target audience for business owner clients.
• Develop visually compelling materials for business promotions, including but not limited to:
• Flyers, Banners (for both digital and print use), Menu boards, Brochures, Billboards

• Coordinate with departments to resolve client claims. 
• Provide necessary documents for life insurance claims. 
• Review policies, address client inquiries, and assist. 
• Verify completeness of received documents. 
• Collaborate across teams to track insurance applications.

• Customer Service Lead 
• Efficiently manage orders and deliveries. 
• Coordinate with dispatch for special requests. 
• Stay in touch with the fulfillment center regarding orders. 
• Manage invoices and refunds for damaged items. 
• Schedule home cleaning appointments.

• Offer customer support for mobile plan inquiries.
• Resolve billing disputes by reviewing phone history and policies.
• Suggest data plans and phone options for better service.

• Provide support to customers regarding their credit card account inquiries and assist with account maintenance. 
• Present eligible customers with suitable financial products.

• Manage a team comprising a minimum of at least 15 members.
• Collaborating with them and senior management throughout the entire process, encompassing goal establishment, performance execution, and attainment of predefined metrics.

• Prevent fraud through early detection. Recommend account blocking if it deviates from standards.
• Identify reasons for account restriction and follow company policies and AML criteria. 
• Monitor accounts not compliant with AML guidelines for potential blocking.
• Input non-compliant KYC accounts into global wanted individuals database (e.g., FBI, Interpol, OFAC)