Joyce May P. Latayan is seeking a position that offers personal and professional growth. She has over 15 years of experience in customer service, operations, and project management. Her most recent role was as a Card Operations Supervisor at Globe Telecom, where she oversaw the issuance of over 1 million cards and managed various card programs. She holds a Bachelor's degree in Business Management and has skills in areas such as SAP, customer service, communications, and project management.

1. JOYCE MAY P. LATAYAN
 9 Gen. Arellano St. West Rembo Makati City, Phils.
+632- 5859608; +63(917)588-6716
E-mail Address: soclose.jm@gmail.com
CAREER OBLECTIVE
To obtain a position in an organization offering personal and professional growth where
acquired knowledge and skills are developed while achieving company goals.
EDUCATIONAL BACKGROUND
Tertiary: SAN SEBASTIAN COLLEGE-RECOLETOS, Claro M. Recto, Manila, Philippines
Bachelor of Science in Commerce major in Business Management
(March, 2002 )
Secondary: St. Joseph’s Academy Las Piñas City, March 1998
Primary: St. Joseph’s Academy Las Piñas City, March 1994
SKILLS AND PROFICIENCY
Basic SAP experience, Driving skills, Customer Service skills, Excellent written and oral communication,
Administrative skills, Financial Analysis and reporting, Operations, Logistics, Project Management.
PROFESSIONAL EXPERIENCE
Card Operations Supervisor / Expert
At Globe Telecom-GXchange Inc- (Business Operations and Customer Support)- May 2012 to
Present.
• Issued approximately 1 million cards for Payroll partners, Remittance, Rewards Program
locally from 2012 up to present.
• Overall Supervision of day to day Card Operations
• Plays an integral part on cards business production, process and delivery
• Supervises contractual employees in handling the registration of partners, consolidates
their weekly progress report, while ensuring that the process and procedures of the
company are followed

2. • Supervises Card Production of Embossing Vendor, Coordinates with respective
departments in Ordering and approval for stocks replenishment
• Monitor Card Plastic, Collateral and Sim Inventories
• Monitors the card delivery status and make sure all issues are resolved.
• Coordinate closely with Marketing Team to support their Card Program, Payroll,
Mastercard, Bancnet, Megalink, Rewards, Remittance initiatives.
• Prepare Weekly, Monthly Card Progress Report
• Develop a CRM tool to automate reports
• Oversees Card Delivery Request processing.
• Develop Process to enhance the quality of service and turnaround time
• Handles After Sales Support and Customer Service
• Develop a process on how to improve the card production up to delivery process
• Maintain close relationship with the Card vendor and Couriers to monitor card production
and delivery statuses.
Finance and Operations Specialist/ Documentation and Data Control
At Globe Telecom-G Xchange Inc- (Finance & Operations) - September 2008-April 2012
• Implemented the Document Control Policy.
• Provided the monthly payout of commission report of partners, email broadcast the
detailed transaction.
• Performed and assumed the role of the Finance Specialist and Partner & Settlement
when they are on leave. Roles involved Preparation of Billing Report, updates the Aging
monitoring of partner, do follow ups on the overdue balances or payables of partners
and process auto debit requests, Operating expense Monitoring and compare actual
expense versus SAP posts, Initialization of Transfer and settlement requests for Cash-in
partners and Update the monitoring..
• Processed Request for Payments
• Accredits, Reviewed and Registered new partners/merchants
• Handled Partner Support Modification Subd documentation and registration
• Monitored manual adjustment reports
• Responsible in Email Advisory and preparation of reports of GCASH Remit partners’
commissions

3. • Handled AD Hoc Request of Partners, Wire Registration, MPIN Resetting ,Adjustment of
Balance limit.
SPECIALIST - Sales and International Licensing
At Globe Telecom-G Xchange Inc- (Finance & Operations, International Licensing Business
Dev)- May 2007 -Aug 2008
• Prepared and Updated the Partner Statistics Report
• Monitored Manual adjustment for GCASH Remit service
• Updated the Daily Revenue Run Rate of GCASH
• Organized logistics and general admin for the team
• Attended On the Ground activity / marketing promotions of GCash
• Handled complaints of OFW subscribers in Hongkong
• Prepared and updated the monthly revenue and sales report & analysis
• Collated & Extracted daily transaction report
• Monitoredd and processed the request for payment of third party.
• Provided direct marketing campaign like mailers for OFW’s in Hongkong.
SENIOR DIRECT MARKETING SPECIALIST / SENIOR CUSTOMER SERVICE REPRESENTATIVE
At Emerson Process Management -SYKES.( August 15,2006- May 15, 2007)
• Product or Subject Matter Experts for several Project assignments
• Developed, improved & documented group support’s processes and methodologies
• Assisted in creation, development and documentation of training modules of current
support to equip a newly hired CSR/TSR if ever the program will expand
• In the absence of a Team Lead, becomes the team lead back up.
• Ensured group’s compliance to correct work flow, CRM tools and transaction log in
terms of accuracy.
• Ensured that all data is collected accurately on phone and email support
• Serves as the Level1 escalation point of CSR/TSR level in the absence of a Team Lead
• Performed outbound call support and/or market research, relative to group’s specific
area of expertise or under different Emerson Division, as the need arises

4. • Trained for Computational Systems Incorporated (CSI) Product Support for Registration,
Maintenance Agreement Updates, Return Materials Authorization (RMA) and RMA
Status Updates for CSI customers
• Escalates product issues that are irresolvable
• Continuously improves product know-how
• Adheres to company policies
• Attended trainings, workshops, seminars that aids in performance excellence
• Conducted group discussions to address performance improvement
• Contributes to other projects if requested.
• Worked as a project owner that involved in wide-ranging activities from organizing to
administering the project execution, guiding and directing junior team members.
• Developed key hypotheses and insights, defined and managed all data collection
initiatives, analyzed the resulting data that meets clients established requirements to
ensure progress to the project assignment.
• Provided weekly and monthly progress report to clients.
• Developed long-term relationships with existing clients at a senior level.
DIRECT MARKETING SPECIALIST / CUSTOMER SERVICE REP.,at Emerson Process
Management - SYKES ASIA INC., Phils.
(Dec 8, 2003-August 14, 2006)
• Received calls from customers and provide them activation codes for softwares, Issued
Return Material Authorization numbers for equipment that needs to be repaired.
• Handled several research project by doing outbound calls, through surveys, which
includes database cleansing, satisfaction survey, lead generation and permission
marketing.
• Responsible for back office support for Emerson Process Management Account,
updated Data web for billing purposes, project tabulations, data administration for sales
and marketing projects.
• Handled the lead management for Micro Motion division, database management,
updated and assigned the lead by using a tool based program to appropriate Sales Rep.
INVOICING CLERK , Automatic Center Inc. (Oct.2002-Feb.2003)

5. • Duties involved Invoicing Preparation, Stock Transfer, Pull Out Form.
• Prepared Daily Delivery Reports.
• Answered calls, inquiries and complaints of Customers
• Called ATM or Credit Card Companies for approval of customer’s accounts
PRACTICUMER at Country Bankers Life Insurance Corporation
( Oct. 2001– Jan. 2002 )
EXTRA CURRICULAR ACTIVITIES
• A member of Sebastinian Business Management Society ‘2000-2001’
SEMINARS AND TRAININGS ATTENDED
• 6 Sigma WhiteBelt Training at Globe Telecom, Oct 15, 2010
• Internal Service Excellence at Globe Telecom, July 23-24, 2010
• Communicate the “Write” Way, at Globe Telecom, Dec 16-17, 2009
• Basic Finance Training at Globe Telecom, Nov 9-11, 2009
• Advance MS Excel Level 3 v. 2003 at July 17, 2009
• Ateneo Language Center , English Language Sustaining Program on Effective Oral
Communication at Workplace (Sykes, Phils. May 10-21 2004)
• E- Commerce: “Get Automated not Outdated to Business” SSCR-R, Sept.1999
• Personality Development & Public Relations, Jan.2001
• Entre-Pinoys: “Innovators”, Sept.2001
• Opportunities Amidst Change: Winning Strategies Effective Controls, Aug.2001
• Retailing 2001: “ Shaping in the Ultimate Lifestyle & Shopping Experience”
PERSONAL
Nickname: Jhoyz Birthplace: Singian Hospital, Manila
Birthdate: Feb. 1, 1982 Weight: 110 lbs

6. Height: 5’2 Religion: Catholic
Civil Status: Married Dialect Spoken: Filipino, English
Age: 33 yrs old Sex: Female
Father: Crisenteno V. Pangilinan Occupation: Appraiser
Mother: Lourdes C. Pangilinan Occupation: Housewife
REFERENCES
Ricardo Alair
Head – Finance & Operations
Globe Telecom – Gxchange Inc.
+63-917-5883926
Chris Evert Ronquillo
Training Manager
Sykes Asia
+63-9178032253