Ivy Doreen Ibiaz - Sango
General Virtual Assistant | Service Coordinator
Imus City, Cavite,
Cavite Philippines 4103
- - | ivydoreensango
i
About Me:
I have more than ten years of work experience in the BPO sector as well as online freelancing, and I've honed
my analytical, organizational, and critical thinking abilities while paying close attention to detail. I am
extremely self-motivated, a good team player, diligent, trustworthy, and adaptable, and I can work confidently
and at ease in either a team-based or solo environment.
By delivering great performance and a strong work ethic, I hope to assist my clients in achieving their business
objectives.
Educational Background:
San Sebastian College-Recoletos
Recoletos de Cavite
Bachelor of Science in Computer Science
Sta. Cruz, Cavite City -
Work Experience:
SCHNEIDER ELECTRIC (Remote)
Service Scheduling Coordinator
APC Admin Building, Lot 1, Block 5, Phase II
PEZA, Rosario, Cavite
November 2021 to August 2022
Schneider Electric SE is a French multinational company that specializes in digital automation and energy
management. It addresses homes, buildings, data centers, infrastructure, and industries, by combining energy
technologies, real-time
time automation, software, and services.
Responsibilities:
● Initiation of work
rk orders in bridge Field Services (bFS) or in other Schneider systems
● Preparation of FSR (Field Service Representative) for the job regarding safety requirements and
necessary equipment (prevention Plan, FSR Certifications, PPE (Personal Protective Equipment)).
Effectively managing the FSRs calendar to maximize utilization while securing 100% safety.
● Determining the scope of work and scheduling of resources (FSR/equipment/outage) with customers.
● Optimize scheduling of visits on the same/close customer site, and balance visits between urgencies
(SLAs) and planned activities. Optimize travel for Service Contracts visits by trending and prediction.
● Properly prioritize strategic accounts activities and customers under contracts with SLAs
● Place Orders and dispatch for Spare parts, material, and subcontracting needed for the intervention
according to Schneider process SLA Contracts. Monitoring the timely shipment of materials/products
to service centers for warranty orders
● Support Customer Care in their Customer requests to provide appropriate information. Take
appropriate action as needed Provide feedback to I/OSSRs for any contract modifications.
Management of all notifications to the customer (rescheduling, confirmations, deliveries, etc.)
● Maintains a professional working relationship with FSRs, Vendors, and Customers both internal and
external.
● Properly capture data of intervention in BFS according to BFS process and training guidelines. Logging
calls and email exchanges, updating vital information accordingly and setting correct status to generate
accurate reports.
● Preparation and distribution of information letters with all the data for Customers and service
engineers necessary for the performance of work.
● Attendance and participation in regular review meetings with the Operations team.
TTEC HOLDINGS, INC. (Remote)
5 E-Com Center Harbor Drive,
MOA Complex, Pasay, Metro Manila
February 2021 to October 2021
TTEC Holdings, Inc. (formerly named "TeleTech"), is a global customer experience (CX) technology and services
company focused on the design, implementation, and delivery of exceptional CX.
Chat and Email Support
February 2021 to August 2021
Responsibilities:
● Responds to customers’ inquiries and requests to provide the best solutions for their needs thru email
and chat communication channels.
● Responds to inquiries with active listening – identifying additional needs and support in products and
services.
● Resolves delivery issues with patience and understanding.
● Opens and maintains customer accounts and information.
● Manages and resolves customer cases and chats thru Sales Force.
Nesting Coach
August 2021 to October 2021
Responsibilities:
● Assists trainees during the Nesting period by answering questions and providing guidance.
● Performs live monitoring of chats and holds coaching meetings with trainees.
● Continuously assesses trainees’ development and makes appropriate recommendations to
management.
● Keeps management informed of trainees’ progress and potential issues or problems.
INGRAM MICRO PHILIPPINES
Order Management, Support Representative
12 & 14th Floor, Three World Square
Upper McKinley Road, McKinley Hill, Taguig City
July 2012 to January 2014
Ingram Micro Inc., a Fortune 100 company, is the world’s largest wholesale technology distributor and a global
leader in IT supply-chain, mobile device lifecycle services and logistics solutions. They distribute and market a
large variety of technology and mobility products from leading companies, such as Acer, Apple, Cisco, HewlettPackard (“HP”), IBM, Lenovo, Microsoft, Samsung and many others.
Responsibilities:
● Enters orders into the system pursuant to individual order characteristic requirements. Orders may be
received via email, fax, electronic (EDI, XML), or other relevant sources.
● Researches and confirms product availability and pricing to requestor (i.e., customer, Sales Rep)
● Creates / updates customer specific reporting (i.e., order status, tracking, backorder management,
direct ship order status, etc.)
● Conducts basic to moderate level research aimed at resolving problems, presenting solutions, and
providing status updates for customers, managers, and/or more senior level sales reps.
● Processes advanced orders independently. Configures orders based on customer’s requirements and
makes sure that all the parts are compatible to get the optimum performance of the unit.
TELETECH HOLDINGS INC.
Customer Service Representative, Subject Matter Expert
4/F SM Bacoor
Habay, Bacoor, Cavite
April 2008 to June 2012
TTEC Holdings, Inc. (formerly named "TeleTech"), is a global customer experience (CX) technology and services
company focused on the design, implementation, and delivery of exceptional CX.
Responsibilities:
● Handles mailboxes that cater issues and concerns regarding customer’s requests such as: inquiries,
updates, follow-ups, cancellations and others.
● Responds real-time to client escalations and provides prompt feedback regarding concerns that entail
process completion.
● Effectively manages team concerns regarding process flows, provides feasible resolutions for timecritical concerns, and coordinates very well with various departments and contacts.
● Acts as the team’s main point of contact (POC) in the absence of the supervisor, communicates with
the client on behalf of the team and leads the team into reaching 100% productivity on a daily basis.
● Continuously establishes rapport and securing relationship with client counterparts by attending
weekly conference calls, focus group discussions, email exchanges, etc.
AMERICAN DATA EXCHANGE CORPORATION
Business Process Associate
La Fuerza Compound
Alabang-Zapote Road, Las Piñas City
May 2006 to April 2008
American Data Exchange (AMDATEX) is ADEC Innovations’ leading-edge member company in business process
management. AMDATEX leverages ADEC Innovations’ data management and technological resources to bring
customized outsourcing solutions that help organizations streamline their processes to focus on their core
strength and competencies.
Responsibilities:
● Performs background checks using online resources on US-based consumers to identify eligibility on
loan application.
● Encodes pertinent information accurately into the client-supplied application following the given
project specifications.
● Checks the accuracy of encoded data before proceeding to the next field or order.
● Examines orders processed by the first level Associates.
SPI TECHNOLOGIES INC.
Logistics Staff, Tracker - SPS Publishing)
PITC Bldg. Sto. Niño
Pascor Drive, Parañaque City
October 2005 to March 2006
SPi Global Solutions provides a variety of business process outsourcing (BPO) services, primarily in support of
financial services, health care, legal, and publishing functions. SPi divides its offerings into four main buckets:
content editorial and production; content coding, abstracting, and indexing (including electronic data
discovery); content transcription; and transaction processing. Customers include large companies, law firms,
professional and scientific associations, and universities.
Responsibilities:
● Receives articles and materials for book publication and distributes those to appropriate departments
for processing.
● Keeps track of orders that should be prioritized and assigns them to production for urgent action.
● Closely supervises work progress thru completion to ensure that the customer’s requirements are met
on a timely manner.
● Submits status reports to supervisors, project officers and managers.
HOUSE RESEARCH & DEVELOPMENT (S) PTE., LTD
Office Staff
Frame Designing Section, CADD Dept.
Lot 7 block 9 Phase I Cavite Eco-Zone Rosario Cavite
April 2005 to September 2005
H.R.D.(S) has been active globally as a comprehensive housing research company which tasks include serving
as a think tank and trading building material for Japanese home builders. Our broad-ranging activities include
development of technology, product and construction management systems; market research; guidance for
management strategy, cost estimation and manufacturing training; fostering and dispatch of engineers;
designing, integration and cost management with computers and so on.
Responsibilities:
● Encodes house plans using CAD system and ensures that correct materials with accurate
measurements are used.
● Examines orders done by the first-stage encoders.
Part time:
DevSleuths - Upwork
Virtual Administrative Assistant
March 2020 to May 2020
Gathers data online and updates excel database accordingly on a daily basis.
Notifies client on items that requires immediate attention.
Manages company’s LinkedIn account and its employees’ portal.
Posts job openings on different avenues; ie. Freelancing groups in FB.
Odesk (Now Upwork)
Virtual Administrative Assistant
June 2014
Assists Medical Professor on editing visual teaching materials.
Skills:
Email Communication | Phone Communication | Service Coordination | File Management | Time
Management | Customer Service | Virtual Assistance |Administrative Support | Analytical Thinking | Problem
Solving | Scheduling | Researching | Data Mining | Multi-tasking | Order Processing | Proofreading | Data
Entry
