Charlene Fabrigaras Mercado is seeking a leadership position applying problem solving and lean management skills. She has over 15 years of experience in property management, operations management, quality assurance, and customer service roles. Her experience includes managing building operations, developing quality programs, overseeing financial planning, and supervising customer service teams. She holds a Bachelor's degree in Business Administration and certifications in quality auditing and Six Sigma.

1. CHARLENE FABRIGARAS MERCADO
CONTACT DETAILS:
Mobile Number: +639178941222
Address: Lot 4, Blk 9, Saphire St., Villa Nicasia I, Tanzang
Luma VI, Imus, Cavite
Email Address: cafabrigaras@gmail.com
CAREER OBJECTIVE:
Obtain a challenging leadership position applying creative
problem solving and lean management skills with a growing
company to achieve optimum utilization of its resources and
maximum profits.
PROFESSIONAL EXPERIENCE:
Company: Pro-Excel Property Managers, Incorporated
3rd
Floor, IT convergence Building, Filinvest City, Alabang, Muntinlupa City
Position: Building Manager
Job Description: From-To: May 16, 2016 up to present
 Manage and increase the effectiveness and efficiency of the support services
related to - Occupant and visitor safety; Maintenance and repair;
Housekeeping and landscape; Security and fire prevention systems.
 Perform preventative and predictive maintenance on buildings and facilities
 Conduct routine, non-licensed inspections of facilities including fire equipment
and boilers
 Ensure fire protection equipment is properly maintained and up to date
 Perform routine maintenance and minor repairs to buildings and facilities
including carpentry and painting
 Coordinate licensed inspections as required
 Coordinate major maintenance and repairs as required to mechanical
systems, boilers and generators
 Advise the Community Works Foreman of required major repairs or
replacements
 Ensure the safety and protection of buildings including ensuring doorways are
not blocked and that buildings and facilities are locked when not in use
 Assist with administrative duties related to building maintenance main
Activities
o Assist in preparing preventative and predictive maintenance schedules
o Assist in the preparation of capital and operating budgets
o Maintain inventory control over equipment and supplies
o Assist in ordering replacement equipment and supplies
o Assist in risk management activities
o Maintain building maintenance logs and records
o Maintain building maintenance computer systems
PROFESSIONAL EXPERIENCE:
Company: One Outsource Direct Corporation
4th
Floor Heart Tower Bldg., Valero St. Salcedo Village, Makati City
Position: QA, Training and Operation Manager
Job Description: From-To: September 2012 – May 15, 2016
 Improve the operational systems, processes and policies in support of
organizations mission – specifically, support better management reporting,
information flow and management, business process and organizational
planning.

2.  Manage and increase the effectiveness and efficiency of Support Services (HR,
IT and Finance), through improvements to each function as well as
coordination and communication between support and business functions.
 Play a significant role in long-term planning, including an initiative geared
toward operational excellence.
 Oversee overall financial management, planning, systems and controls.
 Development of individual program budgets
 Regular meetings with Executive Director around fiscal planning.
 Design effective quality and training programs.
 Lead calibration sessions as needed.
 Monitor, review and updates call centre policies and procedures.
 Planning, directing and managing activities of QA department.
 Identify service problems and recommend solutions to the senior officers
when required.
 Oversees work projects from start to completion.
 In-charge of developing and maintaining a Quality Management System
(QMS) to assure that all products/services by the organization meet customer
specifications and achieve superior quality and reliability.
 Liaises with other leaders and members of the organization to ensure that the
QMS is functioning properly.
 Advises the leaders and member on any change in QMS and their
implementation.
 Facilitates the evaluation of quality objectives and standards.
 Develops programs that govern the implementation, reinforcement and
improvement of quality directions and standards.
 Provides training, tools and techniques to enable others to achieve quality.
 Review the results of Policy and Procedure process observation and audit and
establish intervention procedures for improvement.
 Sets QA compliance objectives and ensures targets are achieved.
 Make sound recommendation based on audit findings and data analysis.
 Identifies and assess the different risks and risk levels in the different
business units together with the process owners.
 Verify the effectiveness and continuous implementation of the developed
plans through system and process audits.
 Ensures tests and procedures are properly understood, carried out, evaluated
and that the product/services modifications are investigated if necessary to
ensure control in systems design or enhancement.
 Indentifies and develops quality-related programs that nurture the
organization culture of quality as well as the competence of employees in
contributing to continuous improvement.
 Act as Subject Matter Expert (SME) for a technical program (e.g. DILO,
7SPSA, 7 QC Tools)
 Performs other related task that may be assigned by the immediate superior
from time to time.
Company: 2GO Group Inc. (formerly Aboitiz Transport Corporation)
12th
Floor Times Plaza Bldg. UN Ave. cor Taft Ave. Metro Manila
Position: Customer Interaction Center Supervisor (Load Planning Team)
Job Description: From-To: September 2010 – September 2012
 Accountable for ensuring that all Customer Relation Specialists (CRS) – Load
Planners provide high quality customer service through the attainment of
agreed standards on booking management, slot allocation, and load planning
activities.
 Responsible for maximizing slots by reviewing the list of bookings received by
the Customer Relation Specialists to determine if the received bookings are
sufficient to cover the vessel capacity.
 In-charge of ensuring the CRS-Load Planners provide timely and accurate
information to all users of booking management reports to facilitate effective
and efficient feedback to the customers.
 Handles the internal coordination of issues with other department’s Unit
Leaders as raised by CIC – Load Planner to ensure compliance to systems.
 Recommends possible South bound route and schedule based on demand for
bookings as received from the CRS to ensure the voyages’ load factor are
optimized.
 In-charged of authorizing the CRS-Load Planner in accommodating additional
shipments for vessel/voyages that are beyond the targeted overbooking
percentage, as approved by the CIC Manager – Load Planning.

3.  Assists the CIC Manager – Load Planning in strategizing plans and projects
that aims to improve overall team performance and productivity and ensures
that all these are implemented based on agreed time line.
 Provided and drafts recommendations on policies and procedures through the
use of best practices as basis of performance standards.
Position: Gate Supervisor (Documentation and Traffic Department)
Job Description: From-To: June 2004 – September 2010
 Responsible for supervising all Gate Specialist in handling incoming and
outgoing cargo transactions specifically in the areas of Document Validation,
Bill of Lading Preparation, Cashiering, Adjustments and to ensure that all
Freight transactions are correctly, completely and timely validated and
recorded for all internal and external clients.
 Monitor Compliance of Gate Specialist to Company’s policies and procedures.
 Monitors, reviews and ensures cost spent shall not exceed the approved
budget of the department.
 Handles complete and on time remittance to the vault or bank.
 Preparation of policies and procedures
 Prepares gate training module by developing presentation materials and run
actual training (Subject Matter Expert) to assist HR Training and
Development.
EDUCATIONAL ATTAINMENT:
 University Of the East (Manila) 2003
Bachelor of Science Business Administration
Major in Management
 San Francisco High School
Bagong Bantay Quezon City 1999
 Bagong Pag-asa Elem. School
Bagong Pag-asa Quezon City 1995
RELEVANT SKILLS:
 MS Word– Intermediate
 Oracle Tutor – Intermediate
 MS Excel – Intermediate
 MS Power point – Intermediate
PROFFESIONAL AFFILIATION:
I am a certified Internal Quality Auditor (ISO) and trained Six Sigma Yellow Belt.
Ms. Charlene A. Fabrigaras