Ma. Victoria L. Alcala

   Ma. Victoria Liao Alcala     (- |- Experience     23 years of total experience Jul 2013 - Apr 2016 (2 years 10 months) Customer Service Executive EXL   Industry Call Center / IT-Enabled Services / BPO   Specialization Customer Service   Role Call Centre Executive   Position Level Supervisor / 5 Years & Up Experienced Employee   Monthly Salary   I handled Emergency Roadside Assistance. Providing both members and non-members assistance during road emergencies. I also handle Lincoln Benefit Life Insurance, providing members information on their account, computations.       Jan 2013 - Jun 2013 (6 months) Collection Specialist Microtel | National Capital Reg, Philippines   Industry Call Center / IT-Enabled Services / BPO   Specialization Customer Service   Role Call Centre Executive   Position Level Supervisor / 5 Years & Up Experienced Employee   Monthly Salary PHP 22,500   * Account ( Sexual Dysfunction due to injuries ): collecting doctor fees from the insurance company under California Workers Compensation Law.       Jan 2010 - Jun 2011 (1 year 6 months) Collections Specialist IBM Daksh Business Process Services Phils. Inc. | National Capital Reg, Philippines   Industry Call Center / IT-Enabled Services / BPO   Specialization Customer Service   Role Call Centre Executive   Position Level Supervisor / 5 Years & Up Experienced Employee   Monthly Salary PHP 20,000   The duties of a Collections Specialist include collection calls and/or correspondence in a fastpaced goal oriented collections department. Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments. Responsible for monitoring and maintaining assigned accounts- Customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos. Handled Citibank Mortgage and Lloyds Banking Group ( UK based Bank ) Bank Collections       Jul 2008 - Jan 2009 (7 months) Reservation Specialist Aegis People Support | National Capital Reg, Philippines   Industry Call Center / IT-Enabled Services / BPO   Specialization Customer Service   Role Call Centre Executive   Position Level Supervisor / 5 Years & Up Experienced Employee   Monthly Salary PHP 15,000   Taking inbound sales calls from the US, assisting credit card holders into booking their flights, accommodations and activities. Helping them to book with Expedia or most of the time try to change their minds into booking with us rather than the competitors.       2002 - 2008 (6 years 1 month) Boutrique Manager Store Specialist Incorporated | National Capital Reg, Philippines   Industry Retail / Merchandise   Specialization Sales - Retail/General   Role Management   Position Level Assistant Manager / Manager   Monthly Salary PHP 30,000   I handled top brand store like Tods, CK Jeans, Coach and Nine West. Also, managed a few sales staff. My job as Boutique Manager involves merchandising, product display, customer service, reports, achieving target sales.       Jan 2000 - Mar 2002 (2 years 3 months) Store Manager Dunkin Donuts Phils | National Capital Reg, Philippines   Industry Food & Beverage / Catering / Restaurant   Specialization Food/Beverage/Restaurant Service   Role Management   Position Level Assistant Manager / Manager   Monthly Salary PHP 15,000   A Dunkin’ Donuts manager carries responsibility for all aspects of store operations. Key areas of responsibility include labor management, daily operations, and customer care. Labor management duties include hiring and training associates, creating work schedules, delegating work, and evaluating employee performance. To regulate daily operations, managers file paperwork, analyze weekly sales numbers, order supplies, and perform opening or closing duties. Customer care duties include greeting customers, providing prompt and helpful services, and handling customer complaints in a professional manager. Managers must ensure employees provide except customer care, as well.       Jun 2000 - Dec 2000 (7 months) Merchandising Buyer SM Appliance Center Inc. | National Capital Reg, Philippines   Industry Retail / Merchandise   Specialization Merchandising   Role Merchandiser   Position Level Assistant Manager / Manager   Monthly Salary PHP 12,000   A retail buyer is responsible for planning and selecting a range of products to sell in retail outlets. The buyer must consider the following factors when making purchasing decisions: customer demand, including price, quality and availability; market trends; store policy; financial budgets. Buyers source new merchandise and review existing items to ensure products remain competitive. By fully understanding customer needs, they are able to maximize profits and provide a commercially viable range of merchandise at competitive prices. Keeping up to date with market trends and reacting to changes in demand are key elements of the role. Retail buyers have a considerable amount of responsibility and autonomy in what is often a pressured environment.       Jun 1999 - Dec 1999 (7 months) Dining Manager Roasters Phils Inc | National Capital Reg, Philippines   Industry Food & Beverage / Catering / Restaurant   Specialization Food/Beverage/Restaurant Service   Role Supervisor/Team Lead   Position Level Assistant Manager / Manager   Monthly Salary PHP 12,000   Schedules personnel and plans dining room setup based upon anticipated guest counts and client needs. Takes reservations, checks table reservation schedules and maintains reservations log. Greets and seats members and guests. Supervises dining room staff to help assure proper service; pours coffee and takes orders when necessary. Inspects dining room employees to ensure that they are in proper and clean uniforms at all times. Hires, trains, supervises, schedules and evaluates dining room staff. Provides appropriate reports concerning employee hours, schedules, pay rates, job changes, tip pools, etc. Receives and resolves complaints concerning food, beverages and service. Serves as liaison between the dining room and kitchen staff. Assures that all side-work is accomplished and that all cleaning of equipment and storage areas is completed according to schedule. Directs pre-meal meetings with dining room personnel; relays information and policy changes and briefs personnel. Assures the correct appearance, cleanliness and safety of dining room areas, equipment and fixtures; checks the maintenance of all equipment in the dining room and reports deficiencies and maintenance concerns. Makes suggestions about improvements in dining room service procedures and layout. Produces daily or meal-period revenue analyses and other reports from point of sale systems used in the dining room. Assures that the dining room and other club areas are secure at the end of the business day. Maintains an inventory of dining room items including silverware, coffee pots, water pitchers, salt and pepper holders, sugar bowls and linen and ensures that they are properly stored and accounted for. Monitors dining room labor and supplies budget; makes adjustments to achieve financial goals. Assists in service and tableside cookery as needed. Attends scheduled staff meetings. Confirms that all dining room closing procedures have been completed and assures that area is secure.       Jun 1993 - Mar 1999 (5 years 10 months) Office Manager VCF Freight and Forwarders | National Capital Reg, Philippines   Industry Transportation / Logistics   Specialization Logistics/Supply Chain   Role Freight Forwarding   Position Level Assistant Manager / Manager   Monthly Salary PHP 20,000   General office administration, computer work, telephone work, compiling reports, HR function, PA duties, and general ad hoc support.       Education 1993 University of Santo Tomas Bachelor's/College Degree in Commerce | Philippines       Skills Advanced Customer Service Assistance Intermediate Billing, Typing And Encoding, Records Management, Training Skills       Languages Proficiency level: 0 - Poor, 10 - Excellent Language Spoken Written English (Primary) 10 10 Filipino 10 10       Jobstreet English Language Assessment (JELA) Date Taken 26 Jan 2016 Score 33/40       Additional Info Expected Salary PHP 25,000 Preferred Work Location National Capital Reg Other Information     I have been to different industries. Raise myself from the rank and file to a managerial position at an early age. My experience and educational background with proper training will help me excel in any job.       About Me Address 19 Int. R. Layug St. Pasay City, 1300 Nationality Philippines