MARIA FATIMA TENORIO
Singapore
Summary
Highly analytical and adaptable professional with exceptional communication and teamwork skills. Demonstrated ability to thrive in new environments and quickly adapt to changing circumstances. Committed to contributing to team success and further developing professional skills. Recognized for bringing a positive attitude, along with a strong commitment to continuous learning and personal growth.
Overview
22
22
years of professional experience
Work History
Homemaker
Not Applicable
06.2014 - Current
- full time house maker
Assistant Treasurer, Board of Director (ELFACO)
San Sebastian College Recoletos (ELFACO)
08.2023 - 09.2024
- Implemented strategic initiatives
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability resulting in 61.05% increase in funds .
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Increased organization revenue by fundraising activities and implementing cost-saving measures.
- Strengthened financial health with rigorous cost control measures and revenue enhancement strategies.
- Conducted the Treasurer's Report for Elementary Faculty Council (ELFACO) School Year 2023-2024
Homeroom Parent Officer Grade 6( (President)
San Sebastian College Recoletos ELFACO
08.2023 - 05.2024
- Developed fundraising strategies to support class represented school projects and extracurricular activities
- Coordinated school events and activities with parents and guardians in the absence of class Homeroom Teacher/adviser
- Conceptualized the design for the class entry for Door Decor Contest for Halloween No Tricks Just Treats event
- Organized, delegated, and executed task, in coordination with class Homeroom officers and parents, from fund sourcing to building of Giant Purple Pumpkin House entry from recyclables and organic materials that bagged first place
- Enhanced parent-teacher collaboration by organizing and leading festive events called "Pistang Sebastino"
- Managed budget allocation and expenditures of class fund to ensure economical usage and transparency
- Cultivated a sense of unity within the parents and guardians of wards by coordinating school events and activities for students
- Delegated tasks to other Homeroom parent officers before and during the Family Day celebration in coordination with Elementary Faculty Council (ELFACO)
- Managed budget effectively for optimal allocation of resources towards programs and initiatives. such as Graduation Party for Elementary graduating class Batch 2024
- Cultivated a sense of unity within the elementary school community by coordinating social events for students, parents, and staff members.
- Enhanced parent-teacher collaboration by conducting regular meetings with Homeroom parent officers and and Homeroom Teacher.
- Worked in close liaison with Homeroom Teacher and Elementary school administration regarding parents with special concerns
- Provided parents and guardians up to date Statement of Accounts of the class funds
Homeroom Parent Officer Grade5 (President)
San Sebastian College Recoletos ELFACO
08.2022 - 06.2023
- Developed fundraising strategies to support class represented school projects and extracurricular activities
- Coordinated and assisted faculty in specific grade level activity such as receiving of the First Holy Communion of grade 5 students as first campus come back activity
- Conceptualized the design for the class entry for Christmas Lantern making contest
- Organized, delegated, and executed task, in coordination with class Homeroom officers and parents, from fund sourcing to building of two actual Christmas Lantern entry from recyclables and organic materials that bagged first place the intermediate elementary category
- Enhanced parent-teacher collaboration by organizing and leading festive events called "Pistang Sebastino"
- Managed budget allocation and expenditures of class fund to ensure economical usage and transparency
- Cultivated a sense of unity within the parents and guardians of wards by coordinating school events and activities for students
Homeroom Parent Officer Grade 4 (President)
San Sebastian College Recoletos ELFACO
09.2021 - 06.2022
- Support school-wide parent and staff educational opportunities
- Collaborate with parents, administration, and staff on PTC matters
- Cultivated a sense of unity within the school online community by coordinating online events for students, parents, and staff members.
- Enhanced parent-teacher collaboration by organizing and leading online meetings with other parent officers and coordination with Homeroom Adviser.
- Promoted a positive learning environment by fostering open communication between parents, teachers, and administrators.
- Led fundraising strategies to support school projects like Christmas outreach program for the school security and maintenance personnel during pandemic
Homeroom Parent Officer (Parent Representative)
San Sebastian College Recoletos ELFACO
08.2020 - 05.2021
- Provides proactive suggestions on school online events that involve participation of elementary students and support of parents
- Support school-wide parent and staff educational opportunities
- Collaborate with parents, administration, and staff on PTC matters
- Enhanced parent-teacher collaboration by organizing and leading online meetings with other parent officers and coordination with Homeroom Adviser.
- Promoted a positive learning environment by fostering open communication between parents, teachers, and administrators.
Homeroom Parent Officer for Grade 2(President)
San Sebastian College Recoletos ELFACO
06.2019 - 03.2020
- Provides proactive suggestions on school events that involve participation of elementary students and support of parents
- Support school-wide parent and staff educational opportunities
- Collaborate with parents, administration, and staff on PTC matters
- Cultivated a sense of unity within the school community by coordinating social events for students, parents, and staff members.
- Built strong relationships with local community organizations, resulting in increased support and resources for the school.
- Enhanced parent-teacher collaboration by organizing and leading regular meetings with other parent officers and coordination with Homeroom Adviser.
- Promoted a positive learning environment by fostering open communication between parents, teachers, and administrators.
Homeroom Parent Officer (Secretary K2-Gr 1)
San Sebastian College Recoletos ELFACO
06.2017 - 03.2019
- Performs documentation or minutes of the meeting for the quarterly Parent-Teacher Conference (PTC).
- Provides proactive suggestions on school events that involve participation of elementary students and support of parents
- Support school-wide parent and staff educational opportunities
- Collaborate with parents, administration, and staff on PTC matters
- Led conceptualization, planning ad execution of Kinder, Grade 1 and Grade 2 Halloween event "No Tricks, Only Treats" booth with "Animalandia" theme made from recyclables and organic materials that won 2nd place (October 2018)
Customer Service and Sales Team Leader
Sykes Asia Inc., MCI Verizon Account (Foundever)
09.2010 - 06.2014
- Reports directly to Account Manager
- Creates Tapioca Deck – weekly segment’s report on accomplishments, opportunities, actions done, results, next actions, and expected results
- Submit daily reports: attendance report and overtime of agents; monitoring forms; performance reports, check point, etc
- Led weekly sales meetings to review performance metrics and develop action plans for continuous improvement
- Performs daily sales huddles
- Perform daily feedback and coaching session for continuous performance improvement, cyclical coaching; real time coaching with agents
- Assesses performance of agents, enrolls r and evaluate Performance Improvement Plan
- Documents coaching logs and issues corrective actions
- Implemented new sales techniques and tools that led to increased efficiency and effectiveness in acquiring new customers.
- Attends to and support team and drive performance of team to hit daily goals that client set
- Boosted sales performance by implementing effective team training and coaching strategies.
- Attends call calibration calls with IMS, internal and center-wide
- Forecasted sales to management and collaborated to build effective sales team.
- Attends to client call during calibration and performance call
- Conducted quarterly reviews of each team member's progress towards achieving established goals, providing constructive feedback as needed.
- Coordinated regular trainings on product updates or new offerings so that the entire sales force stayed informed about current industry developments.
- Takes escalation call or sup calls
- Mentored junior team members to develop their skills and advance their careers with the company.
- Performs Root cause analysis for performance problem (knowledge/skills; process; resources; motivation)
- Fostered an environment of collaboration within the sales team which encouraged knowledge sharing and group problem solving.
- Creates action plan to address performance problem and assesses effectiveness of action plan in place
- Executes action plan
- Consistent follow through on action plans with agents
- Conducts mandatory trainings, sales clinic/refreshers; skills training to the team
- Prepare, create, and presents Quarterly Business Review for Team performance
- Built strong team by recruiting and developing top sales talent.
- Set ambitious sales goals and motivated strong performance to keep team growing effectively.
- Participated in leadership training forum done by the Senior Director of Verizon to all supervisors, account managers, and senior account manager of different LOBs (line of business) all over the Verizon account in Sykes Asia Inc
- Awardee of Circle of Excellence for Best Supervisor (July 2013 held at SMX Convention Center, Mall of Asia, Pasay City, Philippines)
Senior CSR for Customer Service and Sales
Sykes Asia Inc., MCI Verizon Account NWI
01.2010 - 08.2010
- Handles first level customer contact with client’s customers
- Resolves all billing and account general inquiries of client’s customers
- Handles and close sales call for prospect customers migrating local or switching local toll and long distance services or both and prospect customers wanting new telephone services and handling customer related concerns
- Mentored junior CSRs, sharing knowledge of best practices and techniques for driving positive customer outcomes.
- Skillfully navigated CRM systems to accurately document all customer interactions, maintaining an up-to-date record of case histories.
- Championed process improvements within the department that led to increased efficiency without sacrificing service quality standards.
- Served as the primary liaison between customers and internal departments, ensuring prompt resolution of escalated cases.
- Developed troubleshooting guides for common customer concerns, expediting issue resolution timeframes.
- Consistently met or exceeded monthly performance metrics, including call quality scores and average handle times.
Senior Inbound Telemarketing Specialist
Sykes Asia Inc., MCI Verizon Account (Foundever)
10.2009 - 01.2010
- Handles and close sales call for prospect customers migrating local or switching local toll and long distance services or both and prospect customers wanting new telephone services and handling customer related concerns
- Developed successful inbound sales strategies for improved customer satisfaction and retention rates.
- Boosted customer satisfaction by effectively managing inbound sales inquiries and providing exceptional service.
- Boosted customer satisfaction by addressing and resolving inbound sales inquiries promptly and professionally.
- Coordinated cross-functional initiatives between departments to optimize internal processes that supported inbound sales activities.
- Demonstrated adaptability by handling a variety of call types, including inbound sales inquiries, technical support inquiries, and general customer service calls.
- Cultivated inbound sales inquiries to successfully convert leads to sales appointments.
- Participated in regular sales meetings to discuss performance metrics, strategies for improvement, and share best practices among colleagues.
- Contributed to the achievement of sales goals through proactive engagement with customers and consistent follow-up on leads.
Senior Customer Care Representative
Sykes Asia Inc., MCI Verizon Account (Foundever)
03.2009 - 10.2009
- Managed escalated cases efficiently while maintaining professionalism and composure under pressure.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Processed orders for new service, disconnect, deactivate, and other account maintenance such as feature or order or change of plan
- Monitor and supplement orders that are jeopardized, erred and rejected for orders to complete
- Collaborated effectively with cross-functional teams to provide seamless support for customers.
- Implemented proactive solutions to consistently meet or exceed performance metrics and goals.
- Mentored junior representatives in best practices for exceptional customer service delivery.
- Conducted regular quality assurance checks on completed work orders, ensuring accuracy and consistency across all accounts.
- Served as a trusted advisor for customers seeking assistance or recommendations on products or services best suited for their unique requirements.
- Maintained accurate documentation of all customer interactions within CRM systems for future reference.
- Enhanced customer satisfaction by addressing and resolving complex inquiries, complaints, and issues.
- Exceeded expectations in first call resolution rates by utilizing expert knowledge of products and services offered.
- Established rapport with clients, ensuring a positive experience in every interaction.
Senior CSR for Customer Service and Sales
Sykes Asia Inc., MCI Verizon Account (Foundever)
09.2008 - 03.2009
- Handles small business customers and companies for all concerns and issues related to their phone service, billing, account blocks or restrictions, toll free services, accounting codes and etc.
- Handles escalated calls for small business accounts
- Follows up with customer who has escalated concerns and issues
- Processed orders for new service, disconnect, deactivate, sales, and other account maintenance such as feature, order request, and change of plan
- Monitor and supplement orders that are jeopardized, erred and rejected for orders to complete
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Collaborated with cross-functional teams to ensure seamless resolution of customer issues, resulting in better overall service experience.
- Achieved higher customer retention rates with personalized service and follow-up interactions.
- Mentored junior CSRs, sharing knowledge of best practices and techniques for driving positive customer outcomes.
- Skillfully navigated CRM systems to accurately document all customer interactions, maintaining an up-to-date record of case histories.
- Developed troubleshooting guides for common customer concerns, expediting issue resolution timeframes.
- Fostered a positive workplace culture through active participation in team meetings, contributing ideas for enhancing collaboration among staff members.
Technical Support Representative
Sykes Asia Inc.,MCI Verizon Account (Foundever)
09.2004 - 08.2008
- Handles network related concerns for both residential and small business clients with their both local and long distance telecommunication services
- Troubleshoots and resolves network and feature troubles by utilized ticketing systems for tracking and reporting technical issues, streamlining resolution processes.
- Utilized diagnostic tools to resolve network issues, improving overall system performance.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Customer Service and Sales Representative
Sykes Asia Inc. MCI Verizon Account (Foundever)
03.2003 - 08.2004
- Handles first level customer contact with client’s customers
- Resolves all billing and account general inquiries of client’s customers
- Redirect customers to other MCI internal departments to resolve the customer’s concern
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong client relationships for long-term loyalty and repeat business.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
Education
Bachelor of Science - Hotel and Restaurant Administration
University of The Philippines Diliman
UP CHE 1203 Quirino Ave Diliman Quezon City 1100PH11-2002
High School Diploma -
Our Lady of Caysasay Academy
Calle Camilo Ilagan, Taal, Batangas, 4208 PH03-1998
Elementary Education
Our Lady of Caysasay Academy
Calle Camilo Ilagan, Taal Batangas 4208 PH03-1994
Kindergarten And Preschool Education
Our Lady of Caysasay Academy
Calle Camilo Ilagan Taal Batangas 4208 PH03-1988
Skills
- Proficient in Microsoft Office Suite
- Cash Flow Management
- Client Support
- Collaborative Teamwork
- Effective Problem-Solving
- Clear Communication
- Team Engagement
- Detail-Oriented Mindset
- Coaching and mentoring
- Team Leadership
- Documentation and reporting
- Performance Optimization
- Managing Daily Operations
References
- Veronica B. Cosme, Integrated Basic Education Department Principal, San Sebastian College Recoletos Manila Philippines; email: verniec2024@gmail.com; Phone No: +63 9283381567
- Paolo, Nemil, Site Director - Qualfon Cebu Philippines, email: voxpao@yahoo.com, Phone No: +63 9985100878,
- Kennedy Aguilar, Associate Director, Service Delivery, Concentrix Philippines; email: ken.r.aguilar@gmail.com, Phone No: +63 9209488931
Additional Information
PERSONAL INFORMATION
Date of Birth: 03 January 1982
Place of Birth: Batangas
Age: 43
Gender: Female
Height: 160cm
Weight: 56kg
Civil Status: Married
Language Spoken: English, Filipino
Nationality: Filipino
Religion: Roman Catholic
FIN: G3******U
Passport No: P7******B
Timeline
Assistant Treasurer, Board of Director (ELFACO)
San Sebastian College Recoletos (ELFACO)
08.2023 - 09.2024
Homeroom Parent Officer Grade 6( (President)
San Sebastian College Recoletos ELFACO
08.2023 - 05.2024
Homeroom Parent Officer Grade5 (President)
San Sebastian College Recoletos ELFACO
08.2022 - 06.2023
Homeroom Parent Officer Grade 4 (President)
San Sebastian College Recoletos ELFACO
09.2021 - 06.2022
Homeroom Parent Officer (Parent Representative)
San Sebastian College Recoletos ELFACO
08.2020 - 05.2021
Homeroom Parent Officer for Grade 2(President)
San Sebastian College Recoletos ELFACO
06.2019 - 03.2020
Homeroom Parent Officer (Secretary K2-Gr 1)
San Sebastian College Recoletos ELFACO
06.2017 - 03.2019
Homemaker
Not Applicable
06.2014 - Current
Customer Service and Sales Team Leader
Sykes Asia Inc., MCI Verizon Account (Foundever)
09.2010 - 06.2014
Senior CSR for Customer Service and Sales
Sykes Asia Inc., MCI Verizon Account NWI
01.2010 - 08.2010
Senior Inbound Telemarketing Specialist
Sykes Asia Inc., MCI Verizon Account (Foundever)
10.2009 - 01.2010
Senior Customer Care Representative
Sykes Asia Inc., MCI Verizon Account (Foundever)
03.2009 - 10.2009
Senior CSR for Customer Service and Sales
Sykes Asia Inc., MCI Verizon Account (Foundever)
09.2008 - 03.2009
Technical Support Representative
Sykes Asia Inc.,MCI Verizon Account (Foundever)
09.2004 - 08.2008
Customer Service and Sales Representative
Sykes Asia Inc. MCI Verizon Account (Foundever)
03.2003 - 08.2004
Bachelor of Science - Hotel and Restaurant Administration
University of The Philippines Diliman
High School Diploma -
Our Lady of Caysasay Academy
Elementary Education
Our Lady of Caysasay Academy
Kindergarten And Preschool Education
Our Lady of Caysasay Academy
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