1. AANNNNAA RRIICCCCEELL FFAAJJAARRDDOO SSOORRBBIITTOO
Address: 1043 A. Mabini Street, Sabang, Baliwag, Bulacan 3006
Phone: 0915.851.0201 E-mail: anna.riccel@gmail.com
1 | P a g e
Highly motivated, results-driven, and versatile professional, equipped with excellent customer service and quality
assurance skills honed through more than six years of experience in a business process outsourcing (BPO) and
knowledge process outsourcing (KPO) company. Demonstrate interest in pursuing service-oriented roles to utilize
transferrable skills acquired from previous experiences. Possess ingenious energy to handle multiple projects and
foster the development of professionals for the achievement of targeted goals. Exemplify exceptional communication
and interpersonal aptitude, coupled with strong ability to build rapport easily with individuals and express ideas in an
articulate and logical manner. Exemplify sound and creative mindset in implementing improvements and developments
in response to operational challenges.
 CCOORREE CCOOMMPPEETTEENNCCIIEESS
Project and Operations Management Training and Development Regulatory Compliance
Customer Service and Satisfaction Leadership and Team Building Time and Resource Optimization
Writing and Proofreading Problem Resolution Quality Assurance
 RREELLAATTEEDD EEXXPPEERRIIEENNCCEE
FILWEB ASIA INC.  San Pedro, Laguna  20072015
Senior Team Leader, Career Development Department 20092015
 Provided continuous leadership and guidance to a team of junior team leader, career development specialists,
writers, and customer care specialists
 Exemplified keen eye for detail in recognizing and correcting errors in various job-application documents, such as
resume, CV, thank you letter, follow up letter, and cover letter
 Performed thorough review on correspondence and made necessary edits to ensure correct English usage,
consistency, completeness, and appropriateness of content
 Cultivated staff’s ability to perform and contribute to departmental organizational operations by presenting
ongoing feedback and opportunities to learn through formal and informal methods
 Kept members motivated to ensure productivity and effectiveness in executing tasks
 Encouraged ingenious pressure and differences of opinions; carried out ways to prevent counter-productive
confrontations; as well as resolved conflicts and disagreements in a constructive manner
 Authorized and approved overtime of direct subordinates
 Monitored assignment of projects, reported any discrepancies, and presented resolution to issues encountered
 Issued memoranda and notices of non-compliance to subordinates who violated company and department rules
 Checked the quality, progress, and outcome of subordinates’ jobs
 Prepared month- and year-end summaries regarding the team’s development, upcoming targeted tasks, and
additional services suggestions
Career Highlights:
 Responded to increasing expectations to further reduce adverse impacts, subsequently increasing efficiency
and productivity
 Resourcefully implemented improvements and developments in response to operational challenges
 Adeptly functioned as an effective motivator, responsible for coaching, training, and encouraging employees to
achieve organizational goals
 Led efforts in making sure that policies and procedures were followed, while nurturing and maintaining a
conducive working environment for staff, which kept them productive and unified
 Proficiently handled calls and pacified irate clients of team members, which led to customer satisfaction and
retention
 Guided and mentored senior writers that led to their promotion
Career Development Specialist, Career Development Department 20082015
 Administered one-on-one coaching to clients regarding career focus and transition
 Conversed with clients over the phone or through e-mail to obtain information necessary in drafting custom-made
documents, such as résumés; résumé critique; cover letters, thank you letters, and follow-up letters; and articles in
line with up-to-date writing guidelines
 Proofread, reviewed, and edited materials for accurate use of grammar and content

2. AANNNNAA RRIICCCCEELL FFAAJJAARRDDOO SSOORRBBIITTOO
Address: 1043 A. Mabini Street, Sabang, Baliwag, Bulacan 3006
Phone: 0915.851.0201 E-mail: anna.riccel@gmail.com
2 | P a g e
 Engaged in rapport-building communication to leave the customer with a positive feeling, leading to the
establishment of strong relationship
 Demonstrated strong commitment to customer service and superior interpersonal skills in meeting and exceeding
customers’ needs
 Performed customer care specialist functions as necessary, such as answering phone, escalating calls, taking
customers’ concerns and complaints, resolving customer disputes, and pacifying irate clients
 Ensured that the prepared rebuttals to customers’ disputes were grammatically correct prior to submission
Career Highlights:
 Delivered an effective solution to customer issues by proficiently asking the right kind of questions and
understanding customers’ needs and wants
 Ensured utmost customer satisfaction by adapting to customers’ unique needs and changing circumstances, as
well as acting on customers’ feedback that resulted in repeat business, loyalty, and referrals
Team Leader and Writer, Writing Department (Bulacan Office) 20072008
 Closely monitored the progress and evaluated the performance of other writers
 Rendered assistance to the department manager in assigning other writing services to staff, updating training
materials, and preparing reports for monthly and year-end meetings
 Facilitated the training of new writers on other writing needs
 Demonstrated keen eye for detail in ensuring quality and accuracy of all writing works
 Leveraged skills in writing various projects within the department and for in-house writing needs
Career Highlights:
 Gained trust from senior management to assume human resource functions, such as:
o Handling applicant examination and interview;
o Assessing applicants’ capacity on the position applied for;
o Preparing and submitting payroll documents to the main office
o Receiving payroll slip and cash
o Administering the entire operation
 OOTTHHEERR EEXXPPEERRIIEENNCCEE
Quality Assurance Analyst and Production Technologist  ROBSEN’S INC.  Pulilan, Bulacan
Assistant Laboratory Analyst  NESTLÉ PHILIPPINES  Pulilan, Bulacan
Laboratory Analyst Trainee  UNIVERSAL ROBINA CORP. (URC)  Pasig
 EEDDUUCCAATTIIOONN
Bachelor of Science in Food Technology: 2001
UNIVERSITY OF STO. TOMAS  Espana, Manila
High School Diploma: 1997
ST. PAUL COLLEGE  San Rafael, Bulacan
Elementary Education: 1993
ST. PAUL COLLEGE  San Rafael, Bulacan
 PPRROOFFEESSSSIIOONNAALL DDEEVVEELLOOPPMMEENNTT
Managing Interpersonal Skills: 2013 Food Processing Training: 2005 Journalism Workshop: 1998
 CCOOMMMMUUNNIITTYY IINNVVOOLLVVEEMMEENNTT
1st Councilor, Sangguniang Kabataan: 19962000 Member, Parish Commission on Youth: 19942000