Rowena Obeso

Rowena V. Obeso Certified Six Sigma Black Belt Manager (Odesk), e-Biz Consultant, Web Developer, Technical Support Specialist, Virtual Assistant, Project Provider, Technical Writer, Researcher, Marketing Specialist, BPO and KPO Consultant Unit 304 Bldg. 10 Urban Homes, Tipolo, Mandaue, Philippines 6012 Mobile Number: - Email:- skills/proficiency Technical Writing Adobe Photoshop Corel Draw HTML Dreamweaver MS Excel, MS Office, Outlook, Thunderbird, MAC Mail Swish C++ Turbo C Algol and Flowcharting Help & Manual Powerpoint FTP (File Transfer Protocol: Wise FTP, Filezilla, Cute FTP, etc .) SSH PHP e-Bay VBulletin Social Media ASP.NET MSSQL and MYSql CSS, RSS, and CMS MS Frontpage MS Publisher Adobe Flash Wordpress Kootali Joomla Fantastico PHPbb Remote TS (Logmein, Crossloop, Teamviewer) Internet connection (WiFi, DSL, Dial-up) Messenger (Yahoo, MSN, Skype, Gmail) YouTube WAMPP & XAMPP Blogging Interests and activities: Web-page designing, business, paper-works, crafts, literature, poetry, history, BPO, KPO, Technical Writing, hydrophonics, perfumery, gadgets, computers, social media Work Experience July 2015 - August 2016 GEEKATOO Cebu City Business Analyst / Team Lead ● Review all problem notes ● Use the filters to focus on specific problem types ● Collect all available evidence pertaining to the problem note for the purpose of speeding up the resolution process ● Escalate “red tickets” to the appropriate daytime manager/supervisor with notes on how to proceed ● Resolve any problems that don’t require further action ● Does process auditing on orders and recommends coaching for agents who violates business process. ● Submits daily report for Data Analysis to the management ● Assign tasks to manager/supervisor/agents that needs further resolution ● Works closely with the QA Team in ensuring quality in the operations ● Reports direct to the Operations Manager and CEO ● Delegate callbacks and SMS responses as necessary ● Delegate email responses as necessary ● Collaborate with Fulfillment Leads to check pending orders; review pending orders to verify if clients ordered correct services ● Approve and blast orders when necessary ● Delegate callbacks to clients to verify increases or clarify any additional information if necessary ● Resume working on any existing issues that have been working on or begin working on issues that have been handed ● Coaches agents that needs improvement or if the management rolls out new updates and processes together with the Supervisors April 2015 - July 2015 HELIX HEALTH UK Cebu City Technical Support Specialist ● Provides full technical support for Medical Practice software in MAC and Windows; which includes installation and updates, troubleshooting, data recovery, email troubleshooting, etc. ● Communicates with clients and company counterparts in UK ● Access VPN, servers and personal computers of the clients via LogMeIn and RDA ● Responding to queries over the phone January 2015 - April 2015 GEEK SQUAD, ACCENTURE Cebu City Remote Desktop Support Specialist ● ● ● ● ● ● ● ● Performs advanced remote PC diagnostic and repair, PC optimization on client computers. Performs in depth analysis, diagnosis and immediate resolution of client computer issues. Fills out Log forms with accurate, complete and detailed information for tracking and record purposes. Responding to queries on the progress of the PC repair by means of providing proficient chat communication with end-customers. Escalate unresolved problems or issues to Level 2 support. Performs special tasks (e.g. callbacks, demo, testing, research, etc…) and other assignments as required by the project. Performs daily and weekly administrative tasks as required. Maintain consistent high level support and delivery to meet client SLAs. February 2014 - August 2014 VINTA CEB MARKETING Cebu City General Manager ● Increases management's effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational opportunities. ● Develops strategic plan by studying technological and financial opportunities; presenting assumptions; recommending objectives. ● Accomplishes subsidiary objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections. ● Coordinates efforts by establishing procurement, production, marketing, field, and technical services policies and practices; coordinating actions with corporate staff. ● Builds company image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices. ● Maintains quality service by establishing and enforcing organization standards. ● Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies ● Contributes to team effort by accomplishing related results as needed. ● Manages 1,500+ employees ● Applied Lean Six Sigma in this company July 2013 – January 2014 LINCHPIN ADMIN SERVICES CO., Cebu City IT HEAD/Manager ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Manages an IT team (web developers, android programmer, iOS programmer, SEO writer and admin executives) Speaking to the management team/clients to find out what they want Advise clients objectively on where IT might make a difference to the business Planning the stages of the project and how each affects the business Communication to clients, team, and management on strategy/project development, timelines, and results Agreeing costs, timescales and standards to be met and monitoring these through the project Adjusting the plans where needed Making sure there is a smooth change over from the old system to the new one Keeping management and clients updated on progress Evaluation of each project stage and once completed Define requirements, tasks, and resources associated to SEO strategy Manage and execute implementation of SEO strategy Keep pace with SEO, search engine, social media and internet marketing industry trends and development Perform keyword research in coordination with client business objectives to optimize existing content and uncover new opportunities Provide SEO analysis and recommendations in coordination with elements and structure of websites and web pages Provide recommendations and execute/manage strategies for content development in coordination with SEO goals – general and keyword specific Develop and implement link building campaigns Monitor and evaluate search results and search performance across the major search channels in order to improve rankings Monitor and evaluate web analytics dashboards and reports in order to develop and recommend SEO strategies February 2010 – February 2012 ARISTA Solutions Ltd., Dar Es Salaam TZ e-Business Consultant ● Discuss with the CEO company issues in business operations, employee relations and marketing concerns ● Drafts legal documents for the CEO ● Performs initial recruitment process for company staffing like searching for the best talent online, performing initial interview, short listing best talents up to recommendation for hiring (the CEO will either approve or deny the recommendation) ● Collaborates with the CEO in creating business flowchart and documents for implementation ● Research information needed by the CEO ● Sourcing equipments and arranges shipment abroad ● Helps the CEO come up with the best solution for each problem the company encounters ● Applied Lean Six Sigma in this company June 2011 – December 2011 TARANSVAR ORG., Norway Senior Web Developer ● Continue the development of the existing CyberSchengen website and build the Taransvar website using Joomla ● www.cyberschengen.com o created the logo basing on client specifics o created a flash banner for the website o accomplished the web development ● www.taransvar.org o enhanced the company logo o build the entire website o graphics enhancement ● Manages the Virtual Private Server ● Monitoring the website traffics and creates a report out of the traffic trending ● Collaborates in writing web content specifically on the CyberSchengen website September 2009 – June 2010 Transcom Worldwide, Bacolod City Customer Service Representative / Technical Support Back Office ● Accepts inbound calls from customers for catalog orders ● Process orders paid through credit card or C.O.D. ● Arranges shipping to the nearest store outlet whichever is convenient for the customer ● Answers customer queries ● Assigns cable boxes to customer profile ● Activates cable boxes and also fixes incorrect box data ● Escalates cable box issues such as box cannot be activated, theft, customer transfer or digitally destroyed boxes January 2008 – June 2009 Staff Virtual Inc., Redondo Beach, C.A. USA Virtual Assistant / Virtual Human Resources Director ● Support the attainment of the overall strategic business plan and objectives ● Trains the top level management team in familiarizing applications used by the company ● Heads the recruitment and training process ● Conferences with the top level management team for company development and ensuring employees’ welfare are being considered ● Recommends employment policies acceptable to Philippine Law ● Devised the compensation and benefits of the employees ● Collaborates with the Top Management Team in writing company manuals November 2008 – January 2009 CLAVANO PRINTERS Product and Research Dev’t. Officer ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Approves the graphics submitted by SALES from the customers before processing the said raw files to the Pre-PRESS; wherein has the authority to reject or accept submitted raw files Conceptualize designs for the customers and giving options or suggestions to the customer’s desired layout Serves as the SALES Technical Officer in terms of supporting the SALES for its marketing campaigns by providing the Sales Kit (ID., calling cards, brochures, samples layouts, etc.) and interact with the customers regarding their layout and graphics concern before the transaction is closed Mediator between SALES and Pre-Press and Customer Relations Manages the Pre-Press Dept. Approves projects forwarded to the Pre-Press before the Layout Artists start the projects Promotes design enhancement for better quality output before the layout is processed on the film Checks the film for error proofing before it is processed to the PRESS Research and implements new designs for the Pre-Press Head of the Quality Control Team Works together with the Operations Manager to ensure project operations run smoothly until delivery Coordinates with the QC Supervisor in project proofing from the Pre-Press making sure customer’s specification has been met- Checks quality standard of raw files and layout outputs up to filming making sure no defective material will be forwarded to the PRESS, thus, eliminating possible printing errors and avoiding spillage Checks production quality from time to time through updates given by the QC Supervisor and conducting actual inspection to check if production has met the expected quality set by the Quality Control Ensures the quality standards of the company are met by the Post-Press before delivering the product to the client Personally designs complicated layouts for meticulous clients and for the CEO Implements the ship-shape condition of the facilities basing on the quality standards imposed by the government as a preventive measure against accidents caused by fire. Revised the company’s Identification Card and standardized the company logo design and color specifications Meets up with the management committee promoting standardization of company policies and operations Issues proper sanction to employees approved by the Operations Manager and the CEO as part of protecting the company properties from damage and wastage Writes weekly report to the Operations Manager Devises new concept from time to time to enhance company products making it more saleable and ensure better quality on each services compared to competitors Applied/started Lean Six Sigma strategy on this particular company March 2008 – September 2008 Convergys Inc., Cebu - IT Park Technical Customer Care Representative ● ● ● ● ● ● ● ● Handles purely Level 2 technical support for an ISP (Internet Service Provider); Tier 2 account Resolves customer problems with the Internet connection by troubleshooting the wired or wireless network connection Configure email clients and other email problems Guide customer in software installations needed for PC security Gives technical advices to customer especially when its an Operating System or hardware problem by explaining the problem and suggesting other options Routes call to different departments for proper problem escalation Documents each call on system provided while analyzing customer problems posted on the modem report and giving out instruction over the phone Purely handling Inbound calls but does Outbound calls with supervision March 26, 2007 – February 16, 2008 1&1 Internet Phils., Inc. Technical Support Representative ● Provides comprehensive and quality Customer Service to customers ● Provides real-time technical support over product concerns and customer inquiries over the phone ● Provides technical support over product and customer inquiries via email ● Documents customer’s issue and escalate it to proper department if needed (with Supervisor’s consent)​ December 29, 2005 – June 29, 2006 SYKESASIA, INC. Technical Support Representative ● Does In-Bound and Out-Bound calls for North America; Technical Support Representative for PDAs & Smartphones under MAC OS environment ● Does troubleshooting documentation during In-Bound and Out-Bound calls under Windows 2000 environment ● Process repair or exchange transactions for clients if the problem cannot be solved by technical support ● Gives full product information for product inquiry and other technical issues the clients are calling for​ June 2005 – November 2005 VIP Multi Media Center Plus Advertising and Talent Expert/Voice Coach ● In-Charge of advertising and designing materials used for concerts and other events ● Plans the concert and events’ music repertoire produced by the company ● Directed a major charity concert last September 30, 2005 at the BAYS Center for the Bacolod Girls’ Home ● Official Judge of the Western Visayas VIP Teen POPSTAR on Channel 8 ● ● (RPN 9) Closed a deal of sponsorship for Globe Telecom (one of the country’s largest telecommunications company) At the same time managing my own business (Ink Refill for computer printers both laser and inkjet printers; desktop publishing) February 2003 – September--Software Corporation Sales & Marketing Coordinator ● In-Charge of Sales & Marketing concerns ● Plans the sales & marketing structure; strategies ● Facilitates the implementation of the plan ● Prepares the documents for sales & marketing (contacts & agreements, advertising texts, email correspondence letter) ● Interview applicants ● Write texts for the web design & development projects ● Supervises company projects (web design & development, outsourcing, etc.) ● Created structure for company income distribution as well as computation of salary and profit budgeting & sharing​ February 2002 – February 2003 Intercompany Ph. Company Administrator / Technical Writer ● Prepares financial statement of the company’s expenses (accounting and bookkeeping) ● Prepares employees’ payroll as well as distribution of salary ● Writing technical manual for the developed software using “Help & Manual Software”, web content for website and other documents upon request using “MS Word” ● Does website updates using “Dreamweaver” and manual application ● Keeps track of the company’s projects and prepares for the daily task sheets and weekly report files ● Coordinates with the programmer with regards to the software testing and development February 2001 – August 2001 WEBLINQ Phils., Inc. Technical Support Group Member (TSGM), Frontdesk ● Installs internet connection and other related softwares ● Troubleshooting minor computer problems through phone or by home service ● Entertains walk-in clients and answers phone queries December 1999 – August 2000 NET IT Café Encoder, Trouble shooter, Installer ● Installs other programs and softwares in the computer ● Works on different paper jobs for the customers (for encoding) ● Fixes minor computer problems Character References Reyneir Pagaduan Remote Supervisor GEEKATOO - Mary Jackson CS Lead GEEKATOO - Aurora Beatriz Murillo Colleague Helix Health UK / Geek Squad / Transcom - Leah C. Carajay Admin Manager LINCHPIN ADMIN SERVICES CO., Cebu City --Aaron Keifer Gane Daniel Supervisor Transcom Worldwide Inc., Bacolod City - Oystein Torsas CEO – Founder of TARANSVAR ORG. Kristiansand, Norway - www.taransvar.org Spiros Palasli CEO – Arista Solutions Ltd. Dar es Salaam, Tanzania - Mike Cabolet MC-Software & 296-Software Copernicusstraat 46, 2561 XA Den Haag, The Netherlands Phone Numbers:- /- Ike Stranathan Virtual Assistance Projects 2514 Carnegie Lane No. 7 Redondo Beach, CA 90278, USA Phone Number:- http://www.staffvirtual.com​ Education October 2010 Food & Beverage Services at ABE International Business College March 2007 University of Cebu, Cebu City Bachelor of Science in Information in Computer Studies Majors in Computer Science and Information Technology September 2004 AMACC – Bacolod Campus, Bacolod City Bachelor of Science in Information in Computer Studies Majors in Computer Science and Information Technology Achievements College Scholar 1st Place in Group Environmental Quiz Bee Champion in I.T. Quiz Bowl 2nd Place in I.T. free Language Programming Contest (used C++) 1st Place in Filipino Duet Silver in Extemporaneous Speech in College Olympics Gold in English Duet June 2000 University of Cebu, Cebu City Bachelor of Science in Computer Science Major in Computer Science March 1998 University of St. La Salle, Bacolod City Bachelor of Science in Computer Science March 1997 Negros Mission Academy, Bacolod City 3rd year - 4th year High School Achievements 2nd Place in NSAT (National Secondary Achievement Test) Student Teacher in History for High School Levels 1st year, 2nd year and 4th year 2nd Place in Filipino Essay Writing 2nd Place in Billboard Making Platoon Leader (4th year) Band Member using drums (3rd year) School Year Book Layout Artist March 1995 University of Cebu, Cebu City 1st year – 2nd year High School March 1993 A. L. Jayme Elementary School, Bacolod City 6th Grade​ Languages/dialects English, Tagalog, Cebuano and Ilonggo PERSONAL PROFILE Nationality: FILIPINO Sex: Female Date of Birth: September 27, 1980 Civil Status: Separated Children: Josh Rojan Marcel O. Diamante Jose Jadie Marcellino Obeso Arista Patria Obeso Father: EDWIN M. OBESO Mother: ROSEMARIE V. OBESO Sister: ROSE ANN MARIE V. OBESO Religion: Seventh-Day Adventist​