This document contains an individual's resume. It lists their contact information, qualifications which include a Bachelor's degree in Accounting and professional licenses. It also outlines their objectives and extensive work experience spanning over 15 years in various roles such as an editor, publisher, accountant, banker, and in business process outsourcing supporting finance, sales, marketing and customer service. Their educational background and personal details are also provided.

1. 0564022192
Email:
Hamdan Street
Abu Dhabi, U.A.E
. ANTHONNETTE G. ADANZA
QUALIFICATION
Bachelor of Science major in Accounting with Government Auditing & Computer
Certificate/Professional License who is currently working as a Client and Contract Manager at the same
time handling the Receivable/Collection Department in floristry, landscaping, indoor and outdoor
maintenance company here in Abu Dhabi, UAE. With more than 8 years in BPO (Business Process
Outsourcing) Customer/Technical/Back Office & Helpdesk Support (FINANCIAL, SALES & MARKETING).
Ten (10) years in MEDIA- Print & Broadcasting as journalist, editor, publisher, columnist or
commentator. Also, 4 years in commercial bank as Teller/Bookkeeper.
OBJECTIVES
To join your respected company where I can devote my expertise and accept challenges and
opportunities for a more competitive training and learning environment.
SUMMARY
Profile : Female, Single
Nationality : Filipino
Current Location : Abu Dhabi, UAE
WORK EXPERIENCE
September 14, 2014 –
to present
1. FLOWERS HOUSE –
Position Title (Level) : Client and Contract Manager at the same time handling the
Receivables/Collection Department
Work Description :
I am responsible for maintaining and developing the client-business relationships, making sure
that our company is earning more revenue, by introducing the products and services to the clients -
existing and prospective ones.
I also do contract analysis to make certain that we are not undervalued or overvalued as per
application of cost and quality of the services we rendered.
I see to it that I always have a constant contact to our existing clients through emails or by
calling them or visiting their site and offices, thus ensuring full satisfaction from the services we have
rendered.
I do researched for prospective clients whereby setting and appointments to present the
services our company could offer.
Analyze customer wants, needs, and behaviors through surveys, usability studies, in-person
interviews, and other research in customer experience

2. Analyze delivery channels in the company’ – including websites, social media, call centers,
publication centers, and reception areas (walk-in traffic and calls) - identifying deficiencies and
working with managers to fix them
Identify services that are similar or related to your company’s services, and work with Client
Relations & Customer Service Specialists and program managers to improve the efficiency and
effectiveness of services.
Develop, present, and implement a strategy that keeps improving customer service,
incorporating both company’ and cross-government objectives
Develop, present, and implement policies and procedures to make sure the company’s
customers have a first-class experience when using the company’s services.
Inform company’ managers and staff about customer wants, needs, and behaviors; and work
with company’ managers to streamline services and make them as easy for customers to use as
possible, through the delivery channels customers prefer to use
Ensure company’ delivery channels are synchronized and compatible so that customers can
move from one channel to another to complete their tasks, as they desire
Develop and implement ways for customers to interact with the company’ when they want to,
through email, online customer support (e.g., real-time chats), phone, mail, and social media
Develop and implement methods to evaluate customer service, quantifying impact as much
as possible. Report routinely to company’ managers and to company’ customers about
achievements and improvements planned to address deficiencies
Ensure that information and services delivered in writing (on the web, through social media,
publications), including scripts (real-time chats, call centers), is written in plain language
Train company’ staff who interact with customers on service techniques and monitor and learn
from their experiences
Work with the company’s management to reach out to customers, both through technology
and in person, to tell them about customer services and identify new and improved services they want.
Work with the company’s IT Administrator and the Sales/Procurement Manager to ensure that
the interface to data is easy for customers to use and understand.
Work with Customer Service Specialists to identify, replicate, and publicize best practices in
customer service
Administer client files and ensure that a customer management system is in place to ease the
process of dealing with customer inquiries
In addition, I track down for payments via phone, email, letter and even arranging meetings with
clients to be sure that unpaid invoices will be settled aside from building client relationships
Nov 2011 - July 2014
2. BANK OF AMERICA (BA), Continuum Philippines, Inc.
Position Title (Level) : TRAINER (BPO)
Work Description :
Established and defined the structure of the learning context, guides the learners or newly
hired employees and provides a philosophical overview of training content, process and context and
use a variety of training strategies/learning experiences. Facilitate group process, serve as a content
resource person/ observe and track learning progress/ Incorporate and integrate the talent and
resources of all the individuals in the group/ Elicit feedback and modulate training based on feedback
and learning gained in training process.
Sep 2010 -
Nov 2011
3. SITEL PHILIPPINES

3. Position Title (Level) : CUSTOMER SERVICE REPRESENTATIVE/TEAM MANAGER
Call Center / IT-Enabled Services / BPO
Work Description :
As a customer service representative I see to it that customers have been served with utmost
care. I made sure that I answered the customers’ concerns in one first call resolution with great
satisfaction which resulted to continually use our “products” than having a new one. Since it’s a
financial account we mostly dealt with irate clients who happened to have concerns on their accounts.
I helped the clients understand why their cheques were declined or why there were issues on their
accounts. Then after two (2) months I was promoted to Team Manager and was trained to handle
one team with 12 members. I do the supervision to maintain the performance of the team. Being
available to affect the entirety of the team's operations. I do the "on the floor" activities- hands on
directly to the agents "on the floor" especially the one that belongs to my team. I also managed by
walking around and be visible to answer questions. I took calls that my agents can't handle and be
available when an agent appears to need assistance. I monitored queue and tracked inbound calls.
Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. I motivate and encourage
agents through positive communication and feedback.
March
2008 - 2010
3. TELEPERFORMANCE PHILS. INC.
Position Title : TECHNICAL/CUSTOMER REPRESENTATIVE /TEAM MANAGER
Call Center / IT-Enabled Services / BPO
Work Description :
As a customer service representative I was responsible in emphasizing the company’s
customers have been served with utmost care. As much as possible I make sure that I answered the
customers’ concerns in one first call resolution with great satisfaction which resulted to continually
use our “products” than having a new one. Now that I am assigned in technical service, I do some
simple or complex troubleshooting and have it resolved at once. I responded to customer inquiries
on technical issues. Then after six months I was promoted to Team Manager and was trained to handle
one team with 15 members. I do the supervision to maintain the performance of the team. Being
available to affect the entirety of the team's operations. I do the "on the floor" activities- hands on
directly to the agents "on the floor" especially the one that belongs to my team. I also managed by
walking around and be visible to answer questions. I took calls that my agents can't handle and be
available when an agent appears to need assistance. I monitored queue and tracked inbound calls.
Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. I motivate and encourage
agents through positive communication and feedback.
4. KABAYAN NEWSPAPER, DAVAO DEL SUR DIURNAL NEWSPAPER
DAVAO DEL SUR MANTALAN, Southern Mindanao
Inclusive dates: Aug 2007 -March 2008, Aug 2005 - Feb 2007 & Aug 2002 - Feb 2005
Position Title : EDITOR-IN-CHIEF/ PUBLISHER/EDITOR/COLUMNIST
Specialization : News and Marketing/ Editorial/ Industry
Advertising & Marketing & Promotion / PR
Work Description :
Seeks out editor/reporters to write articles/columns focusing on current issues or any
developmental news around the area of responsibility.
·Also focus on the marketing side of the newspaper.
·Build linkages to public in general and to the press people as well.

4. -Sees to it the publication of the said newspaper is on time
-Prepares and Supervises the contents of the newspaper before its print outs
-Obtains biddings from various offices and assures the same have pertinent/complete supporting
documents to authorize in acquiring/joining invitations to bids
-Be able to establish details on advertisers/subscribers for future verification and confirmation
-Accountable for acquiring bids/quotations/pricing from advertisers/subscribers with the assurance
that competitive bids/quotations/pricing are gathered, quoted prices are of the acceptable standards.
-maintains records/updates advertisers/subscribers lists; maintains a systematic tracking and filing
for easy retrieval and referencing of all related documents/records
-coordinates/interfaces with the marketing personnel, project in-charge staff regarding news
articles/publications/notices; check records to update print outs and its accounts
-Ensures, by follow-ups, newspapers are delivered on time, as per schedule, to meet company’s
operational requirements, especially those publications/notices/ with biddings
Apr 1993-
Dec 1997
6. LAND BANK OF THE PHILIPPINES
Position Title : BOOKKEEPER III/TELLER
Specialization : Accounting/Marketing - Bookkeeping/Teller in Commercial Banking
Work Description :
Maintained financial records of the clients. I keep up with company's expenditures, income,
payroll and tax requirements. I also prepared reports on financial, auditing, accounting and tax -- on
a monthly and quarterly basis. As a bookkeeper I meet with department supervisors and other
managers to discuss budget needs and inventory demands. As Teller- Receiving I was responsible
for providing exceptional customer service including efficient and accurate transaction processing.
I balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions
using computers, calculators, or adding machines. Also, I receive checks and cash for deposit, verify
amounts, and check accuracy of deposit slips, receive mortgage, loan, or public utility bill payments,
verifying payment dates and amounts due. Resolve problems or discrepancies concerning customers'
accounts. I explained, promote, or sell products or services such as travelers' checks, savings bonds,
money orders, and cashier's checks, using computerized information about customers to tailor
recommendations.
Educational Background
Education Level : Professional License (Passed Board/Bar/Professional License Exam) of
Business Studies/Administration/
Education Field : Commerce Computer Science/Information technology
Course : ACCOUNTING COMPUTER SCIENCE
Personal Particulars & References
Interests:
Computer Surfing, writing news article, watching movies, listening music, travel any places.
LANGUAGE SKILLS:
English, Tagalog (Filipino), Basic Arabic
REFERENCES:
Available upon Request.