Cristine Dianne Braza

Started as Admin Officer and promoted to Coordinator after 1 year of employment and then promoted to Deputy Manager.

Here are my duties pre and during event-time of Expo 2020:

• Responsible for disseminating information, incidents and requirements, making good judgement to escalation, and management of media enquiries both operational and editorial through:
• Monitoring radio communications over 5+ channels
• Staff deployment
• Escalating issues
• Finding resolution within Functional Areas (FAs)
• Liaising with Media Services teams throughout Expo 2020 Dubai site
• Manage team of 5 Coordinators, tracking communications between teams that are operational on site and central communications team as well as volunteer deployment and support.
• Make operational decisions when Senior Manager, FACC is not on shift.
• Schedule FACC team and ensure adequate coverage at all times, including overnight on-call schedules.
• Lead on communications for Command Control Centre (C3) framework within Functional Area Command and Control centre (FACC).
• Responsible for coordination of incidents through relaying messages within Media Services functional areas team
• Logging of calls and incident reports.
• Identify and escalate issues to Functional Head.
• Assist where required during event time.
• Assist in dealing with media and database management.
• Assist in process of managing relationships with other department FAs across organization.
• Functioned as point of contact for project administrators and managers focused on timely and successful completion of full lifecycles of assigned projects.
• Manage Procurement & Contracts related requirements for the full function.
• Assist financial management to Vice President, Media Services & Senior Manager, Media Services
• Calendar management to Vice President, Media Services.
• Managed procured deliveries from end to end process, i.e. confirmation of delivery, registration of delivery schedule, access requirements, etc. to ensure efficient delivery timeline
• Assist in end to end recruitment from staff hiring, onboarding to offboarding process and support in HR related queries
• Establish reporting requirements, project planning updates and team management processes while centrally coordinating departments activities and compliances.
• Ensure safe and healthy work environment, complying with corporation’s health and safety policies, standards practices.
• Ensure smooth payment process to all Media Services’ consultants and contractors.
• Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.

Initially hired as a Document Controller and then delegated as the Executive Assistant of the Division Head.

Executive Assistant Roles and Responsibilities:

• Devised and implemented improvements to reporting procedures.
• Entered and maintained departmental records in company database.
• Developed revisions for systems and procedures by evaluating operational practices and identifying improvement opportunities.
• Managed transactions, invoicing and budgeting to decrease financial inconsistencies.
• Drove workflow improvements by streamlining processes.
• Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
• Collected, validated and distributed information to employees.
• Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
• Oversaw successful planning and execution of staff meetings, parties and events.
• Reduced recordkeeping errors by precisely handling financial transactions, journal entries and accounts payable and receivable activities.
• Computerized office activities, maintained customer communications and tracked records through delivery.
• Maintain effective medium of communication and close collaboration among workers in organization.
• Supervise all administrative personnel.
• Manage related legislative, regulatory and compliance issues.
• Organize office's operations and procedures by undertaking several administrative tasks e.g. designing and implementing new filing system.
• Ensure maintenance of working environment that yields productivity and furnishes essential office supplies.
• Handle matters that are directly related to leave privileges of workers of department.
• Coordinate with Resource Manager/Departments Heads to acquire project team.
• Coordinate with HR for personnel issues and ensures confidentiality among concerned party
• Manage timesheets and ensure accurate allocations against costings.
• Update office manuals and pre-qualification document for business development.
• Create and maintain business correspondences
• Gather project progress reports and site KPIs for Division Head.
• Monitor manpower’s weekly allocation and ensure daily productivity to site.
• Create monthly reports on tenders and purchase orders and monitor trends of offers against orders received.
• Prepare monthly project progress report for Division Head comprising of project status, cashflow, budget, and overall performance of team members and subcontractors.
• Coordinate project management activities, resources, equipment and information.
• Assist with Commercial in preparation of department budgets and expenses and ensures high level of financial confidentiality.
• Act as point of contact and communicate project status adequately to all participants and keep all decision makers engaged.
• Schedule appointments and meetings for Division Head, create agendas and take minutes.
• Perform series of secretarial functions for committee and provide additional services depending on individual policies of division.
• Provide direct assistance to Division Manager (i.e. leave and ticket arrangement, personal documents and cash reimbursements).

Document Control Roles and Responsibilities:

• Work with Management and ISO compliance team to ensure that planning/scheduling decision making process is defined, documented and trained.
• Help prepare project proposals, timeframes, schedule and budget during tender submittals.
• Ensure compliance with all Government Legislation and client specifications.
• Control and maintain project filing system from project start up to project close out.
• Document pre-order meetings with Main Contractor and Subcontractors for efficient objective and effective programme of project.
• Issue all appropriate legal paperwork (i.e. Letter of Intent, Contract Agreement, etc.).
• Establish and monitor internal controls, policies and procedures to ensure that all activities are in accordance with established legal, regulatory and company policies and procedures with documented evidence of compliance.
• Revisited filing system and re-arranged over 100 documents to ensure compliance to audit.
• Carry out large volumes of filing while retaining good level of accuracy and efficiency.
• Stamp, log and check-in all drawings, specification and documentation as required by project
• Assist in preparation of Operation and Maintenance Manual and secure office copy for future reference.
• Assist staff to maintaining files and databases through electronic and hard filings.
• Log and transmittal all controlled correspondence
• Conduct internal audit of document control area to ensure compliance
• Prepare for and Support external client audits of document control area and ensure external audit requirements are met.
• Work with junior staff to ensure document control procedures are understood and followed.

Started as an agent and promoted to Roaming Coach/ Operation Checkpoint Mentor

• Developed objectives for team’s day-to-day activities.
• Created staff schedules, approved requested time off, and updated reports.
• Managed team workload to reach production targets.
• Developed solid professional relationships to broaden efficiency of cross-functioning groups.
• Conducted effective resource planning (i.e. weekly incentive) to maximize productivity of resources.
• Supervised agents-on-duty.
• Covered shift shortages if necessary to keep production schedule on time.
• Addressed customer service overflow to reduce complaints.
• Conducted training for agents transitioning from outbound to inbound function.
• Oversaw inventory supply to maintain fully stocked shelves during high volume periods.
• Collect and analyze team’s statistics (CSAT rates and customer service metrics etc.).
• Hire, coach and provide training to personnel to maintain high customer service standards and achieve 100% customer surveys.
• Facilitate and organize training session for all agents and participate in recruitment of new hires.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.) and organize training sessions for under performers.
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
• Perform model calls for agents and adhere to key points and standard procedure to ensure excellent customer service is achieved
• Handled escalated customer issues and provide appropriate solutions and alternatives within time limits.