MILANIE FUENTES UNABIA
Lt 2 Bl 10, El Pueblo Subd, Tayud, Lilo-an, Cebu City
Mobile #:-
Email:-Skype: Milanie.Unabia
EXECUTIVE SUMMARY
My training and experiences developed the following skills where I find useful pursuing a home-based career:
Property Management
Data Cleaning
Keyword research
eCommerce
Google Data Studio
Lead Generation
Transcribing
General Virtual Assistance
Recruiting
Article Writing
In addition, with my twelve-year exposure in the Call Center Industry, I have been exposed in both Operations and Quality
department, thus enhancing the following competence:
Organization Skills
Team Management
Data Analysis
Promotion and Selling
Performance Management
Coaching (GROW Model)
Excel Dashboards and Automation
Root Cause Analysis
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PROFESSIONAL EXPERIENCE
HOME-BASED JOBS
ARTICLE WRITING: Nov 2021 - present (part-time)
Real Estate Tomato
Make a content for the client’s website.
Research top SEO content.
PROPERTY MANAGER: Jun 2020 - Feb 2021 & Aug 2021 - Apr 22, 2022
Playa Del Rey Rentals (same employer with Project Manager – Internal)
Help manage and address tenant needs.
Market and promote the vacant units.
Help in managing the rental rooms:
o
Call offices if necessary.
o
Coordinate with a cleaner.
o
Coordinate with contractors.
o
Other required tasks that is room rental related.
PROJECT MANAGER – INTERNAL: May 27, 2020 - Apr 22, 2022
Everpost (Post-Production)
Helps find talents from different platforms.
Do initial screening of applicants.
Reach out to the qualified talents through different labor market platforms.
Appointed as an assistant to the CEO and helped him on tasks he needed assistance.
Nurture Digital (Production)
Track and record the invoices of the assigned shoots.
Maintain the budget tracker of the assigned shoots.
Help oversee everything for the upcoming shoot:
o
booked hotels and flights
o
search for film studios
o
paperwork to the crews and talents
Helped in casting calls for our upcoming shoots.
JUNIOR BUSINESS ANALYST: Dec 16, 2019 - May 27, 2020
LTVplus
Maintains all reporting and ensure it is updated on time
Create dashboards for all accounts
Responsible for improving all reports across all 8 accounts
Participates on client calls and discussions
Collaborates with different leaders to achieve results
Create and improve data presentations to the clients during meetings
Communicates analysis on the data based on trends and correlation
Helps in maintaining the staffing distribution of the Operations Department
DATA OPERATIONS ANNOTATOR: Nov 4 - 30, 2019
Datafox
Performs data cleaning in the list of companies all over the world
Ensure that no company is duplicated in our site
Checks for any relationship with the existing company in our site
Keyword search to ensure we have the correct information about the company
Providing suggestion for any of the following
o
name change
o
URL update
o
New location of the company
o
New logos
PROPERTY MANAGEMENT
Broker’s Property Agent: Jun 2017 - May 2018
Promotes and sell housing projects in our area
Keep oneself updated on the new listings of the properties that our Broker covers
Visits each site and take good photos to be posted in the Facebook page
Ensures that photos are presentable and posts are informative
Ensure timely and prompt response of clients’ inquiry via messenger
Provides clear terms to the clients, the advantages of the property and how much they can save if they buy the
property at an earlier time
Airbnb: May 2016 - Apr 2017
Handled 2 units to market and promote in Airbnb
Maintain the site’s presentation to the clients, ensuring all photos are updated, good quality and clear
Ensure prompt response to our clients’ inquiry via Airbnb
Meeting the clients on time upon arrival and check-ins and ensure proper turn-over
Ensure the client has enough knowledge on the unit and the building, the inclusions of their stay as well as the
don’ts
Book for cleaners to make the unit ready for the next client
TRANSCRIPTIONIST: Apr 2015 - Sep 2015
Listened to a recording and transcribe it.
Sends it to the client on time.
Communicate timely to the client for any update, challenges etc.
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NON HOME-BASED JOBS
OPERATIONS, MIS (Management Information System) EXECUTIVE: Jul 2017 - Oct 6, 2019
Firstsource Solutions, Ltd.
Develops and maintains reporting to be sent across all levels and the management team
Updates the production floor on the teams with highest/lowest handling time to help them execute planning to
meet goals towards the end of the month
Check TL’s coaching to ensure they follow the SMART and GROW format
Ensures that all departments are compliant in taking online courses as required for risk and compliance audits
Provides feedback to Operations on their performance and outlier customer care representative for them to
provide feedback and coaching necessary for the team member’s development
Creates presentation for the managers to refer during readout meetings on weekly and monthly basis
Coordinates with different departments and lines of business to gather information necessary for the completion
of the data presentation
Ensure deletion of IDs in a timely manner for attrited employees
Provides running scorecard to team members and team leads to help in forecasting purposes on how to reach
each team’s goal by month end
Helps other employees maintain reporting and provide orientation on template troubleshooting to ensure usual
flow of data in each department and lines of business
Conducts basic training or orientation to team leads
OPERATIONS, TEAM EXECUTIVE: May 2016 - Jun 2017
Firstsource Solutions, Ltd.
Develops a strategy for the team to use to reach their individual goal
Provides any coaching that the team member need for his/her development, both personal and professional
Communicates clear instructions to the team members to ensure understanding and compliance of any new
update and implementation
Listen to team member’s feedback
Manage the flow of the daily operation to ensure team members’ adherence
Distribute reports to team members to know their performance
Drives and develops performance especially to new team members
Develops and implement a timeline for team members to reach their monthly goal
QUALITY, MIS (Management Information System) EXECUTIVE: Apr 2014 - May 2016
Firstsource Solutions, Ltd.
Ensures compliance and accuracy of the Quality Evaluators with their SLA’s
Provide guidance to the Quality Evaluators to meet goals based on the department’s SLA
Ensure accessibility to the team to address queries
Sends update on the team’s percent to goal to help them determine the number of evaluations required before
the end of the month
Educate evaluators in managing data through orientation on different applications and reports in excel
Organized the team by ensuring uniformity and accuracy of data they upload
Drives compliance, productivity, and accuracy not just from the Quality team but also for Operations
works on data and generate various types of dashboards, reports, and ad-hoc requests
Analyze and present data on a daily, weekly, and monthly manner
Works closely with Operations, Workforce and Training Department
Update the site on their performance and determine the site’s goal and KPI
Monitor and determine TL, Trainers and Evaluator’s scorecard on a weekly and monthly basis
Maintain a weekly and monthly scorecard for the team and ensure timely communication for any changes
COORDINATOR, TRANSACT MONITORING: Sep 2009 - Jun 2013
Convergys Corporation
Covers both Quality Supervisor and MIS/Reports Analyst Role
Maintains forecasting and staffing model on a regular basis to ensure goals are met every month
Develops Quality Evaluators through coaching and feedback
Ensures compliance and accuracy of the data by both Quality Evaluators and Team Leaders
Design, monitor and evaluate adherence to achieve business results and client satisfaction
Analyze results and trends on all quality metrics across all accounts
Provide data to support staff teams and Account Management on program level results/trends
Support management focus on call drivers
Drive Team Leader’s compliance on coaching and implementations
Participates on Continuous Improvement Initiatives along with my manager
Develop strong working relationship with internal operations and management personnel
Assist in the development and coordination of new/scoring platforms
Developed fellow Coordinators’ ability to deal with excel formula manipulation, template making and data
presentation
EVALUATOR, TRANSACT MONITORING: Mar 14, 2007 - Sep 2009
Convergys Corporation
appointed as a site owner, who handles the team like a supervisor
maintained the monthly assignments for each Evaluator
maintains staffing model and forecasting monthly to ensure fair distribution of Quality Evaluator’s tasks
Responsible for meeting departmental productivity requirements and compliance of the team
communicates weekly trends and analysis to the Operations Department
Monitors and evaluates a sampling of inbound, outbound calls and chat interactions
Reports results of evaluations to Quality/Operation Stakeholders
Facilitates and/or participates in Calibration sessions with Quality Leadership staffs, Operations, Program
Management and Clients to ensure scoring consistency and best practices
Participates in internal quality audits
Facilitates Quality new hire presentations or refreshers
CUSTOMER SERVICE REPRESENTATIVE: Dec 19, 2005 - Mar 13, 2007
Convergys Corporation
address customer billing and technical issues
promote, advertise and sell our products and services
exposed on saying no in an effective way
knowledgeable in relaying negative information without making it sound negative at all
assigned to do teach backs to a team member to improve customer satisfaction
skilled on relating and establishing rapport to customers
able to communicate to the customers well in an understandable way
SERVICE CREW: Aug 2004 - Mar 2005
Pizza Hut
Promote, advertise, and sell our product
Assigned in cashiering and ensure monetary amount is identical with the database records
assigned to serve as waitress on peak time/season to avoid unnecessary delays to customer’s orders
makes inventory reports towards the end of shift
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PERSONAL INFORMATION
Date of Birth
Age
Civil Status
Height
Weight
Religion
November 28, 1982
39 yrs. old
Married
5’1”
52 kg.
Roman Catholic
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SEMINARS/ONLINE COURSES ATTENDED
Oct 2019 eCommerce Training Oct -19
Sep 2018 Coaching: RCA and SMART
Feb 2017 Train to Retain
Mar 2016 Six-Sigma Yellow Belt Training
Feb 2016 Business Communications Training
Sep 2015 Facilitation Workshop and Seminar
Dec 2008 Six Sigma Fundamentals
Jan 2008 Quality and Customer Satisfaction
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EDUCATIONAL ATTAINMENT
Graduate School
Bachelor of Arts in Education (Second Course)
St. Theresa’s College
Gen. Maxilom Ave., Cebu City
SY Oct. 2004 – Oct. 2005
College
Bachelor of Arts in Psychology
St. Theresa’s College
Gen. Maxilom Ave., Cebu City
SY Oct. 2000-Oct. 2004