MARY GRACE ENRIQUEZ

Summary: I’m highly motivated and accomplished professional with a proven track record in public health, I have played a pivotal role in empowering individuals to make informed decisions about vaccines. Through my exceptional communication skills and ability to address concerns and misconceptions, I have successfully fostered trust and openness in the vaccination process. My dedication to exceeding targets and enhancing public trust in COVID-19 vaccination has led to a remarkable 65% increase in vaccination rates among high-risk populations during a critical campaign.

Responsibilities and Achievements:

• Empowered individuals with accurate information about vaccines, addressing concerns and misconceptions to help them make informed health decisions.

• Created a supportive and inclusive environment fostering open dialogue and trust in the vaccination process.

• Exceeded targets consistently, playing a key role in enhancing public trust in COVID-19 vaccination, contributing to a more resilient community resulting to 65% increased in vaccination rates within high-risk populations every during the campaign.

• Utilized highly competent persuasion and exceptional communication skills to handle vaccine hesitancy and address questions about vaccines and booster shots with confidence.

• Maintained meticulous communication logs and demonstrated strong organizational skills, meeting deadlines and ensuring a smooth workflow within the team.

• Provided constructive feedback professionally, motivating the team to strive for success.

• Ensured compliance with CDC and California Department of Public Health educational guidelines during interactions with residents.

Summary: I’m a highly skilled in supply chain management principles, I optimize inventory levels by analyzing demand patterns and lead times, resulting in minimized excess stock and stockouts. My expertise includes collaborating with suppliers, negotiating contracts, and coordinating transportation, leading to improved communication, faster issue resolution, and cost savings for the company. I possess strong attention to detail and organizational skills for accurate import documentation, ensuring compliance with customs and trade regulations. Additionally, I am proficient in monitoring shipping activities, entering purchase orders, and contributing to process improvement efforts while providing exceptional customer service by handling inquiries and concerns courteously and professional

Responsibilities and Achievements:

· Understanding of supply chain management principles to optimize inventory levels. By understanding demand patterns and lead times to ensure that the right amount of inventory is available at the right time, minimizing excess stock and stockouts.

· Collaborating with suppliers, negotiating contracts, assessing company procurement needs, coordinating transportation which leads me to better communication, faster issue resolution, and preferential treatment, such as priority in fulfilling orders or access to new product lines. As well as it lead to cost savings for the company.

· Documentation and Paperwork with strong attention to details and organizational skills to ensure that all import documentation complies with the relevant customs and trade regulations.

· Monitoring of shipping advise and follow up on ETD, ETA and entering PO’s in the system and packing to ship new orders and contribute to process improvement efforts, also incorporating customer suggestions.

· Handled customer inquiries and suggestions courteously and professionally.

· Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Project Coordinator - Project Management Office PMO (Nov 2014 – Nov 2015)

Summary: I’m highly organized and proactive Project Coordinator with a track record of collating, interpreting, and summarizing project updates and matrices from multiple sources to present weekly visibility reporting on project status. Skilled in monitoring adherence to project management methodologies and ensuring timely submission of project requirements documentation. Adept at handling multiple meetings and providing essential administrative support to the project management team. Committed to identifying and escalating concerns, supporting key initiatives, and delivering positive results in a fast-paced environment.

Responsibilities and Achievements:

· Collated, interpreted, and summarized project updates and matrices from various sources, enabling weekly visibility reporting on project status to Project Delivery Managers, Senior Managers, and IT PMO.

· Identified and escalated items of concern, leading to timely resolution and mitigation of potential issues, resulting in improved project outcomes.

· Monitored adherence to Etihad project management methodology, ensuring the whole project team followed established guidelines, and promptly escalated concerns to the respective Project Delivery Managers.

· Ensured timely submission of various project requirements reporting documentation from the project team, contributing to enhanced project documentation and compliance.

· Managed multiple meeting appointments with managers and senior managers for project updates, enabling effective communication and collaboration across the project team.

· Consolidated and reported PM hours and duty travel expenses on a weekly basis, ensuring accurate financial tracking and budget compliance.

· Provided exceptional general administrative support to the project management team, streamlining operations and enhancing team efficiency.

· Successfully supported key initiatives as part of the project, demonstrating adaptability and commitment to achieving project objectives.

Customer Relationship Management (Apr 2011 – Nov 2014)

Summary:

I’m a dedicated and results-driven professional with a proven track record of managing mailboxes and resolving member queries for the Etihad Guest programme. Skilled in prioritizing tasks, collaborating with cross-functional teams, and ensuring optimal customer service. Recognized for escalating serious cases and implementing process improvements to enhance efficiency. Adept at training and mentoring new recruits to deliver outstanding performance.

Responsibilities and Achievements:

· Managed all mailboxes handling incoming correspondence, including direct member queries, virtual club member queries, and internal Etihad Guest Champion queries.

· Successfully escalated and resolved serious cases, ensuring prompt investigations and resolution.

· Acted on incoming emails and member inquiries within specified Service Level Agreements (SLAs), maintaining a high level of customer satisfaction.

· Prioritized and assigned cases to Etihad Call Centre agents, ensuring timely completion of assigned tasks and follow-up.

· Collaborated with Guest Affairs and other internal EY departments to process and handle member queries, complaints, and requests to completion.

· Coordinated with Service Providers (e.g., Loylogic) and Partners to deliver optimum service to Guest Members.

· Documented and tracked issues requiring technical support, ensuring resolution within specified SLAs.

· Ensured prompt completion of documentation required by other departments for servicing member requests, adhering to operational procedures.

· Served as the main point of contact for investigating member accounts when queries exceeded EY Call Centre or GRP Champions' capacity.

· Contributed to process improvement efforts, incorporating valuable customer suggestions.

· Assisted with training new recruits and mentored trainees during the training program, resulting in improved team performance.

· Quantify Achievements (if possible): Wherever applicable, quantify your achievements to add more impact to your resume. Use specific numbers or percentages to showcase your contributions. For example:

· Achieved a 20% reduction in unresolved member queries by implementing an efficient escalation process.

· Mentored and trained 10 new recruits, leading to a 30% increase in team productivity.

· Maintained a 100% customer satisfaction rating through timely response to member inquiries within SLAs.

Middle Officer (Jan 2009 – Mar 2011)

Summary: I’m a highly skilled and results-driven Middle Ofiicer with a proven track record of delivering exceptional outcomes in managing member enquiries and optimizing outgoing documentation processes. Instrumental in streamlining email and fax workloads, ensuring prompt action, and maintaining top-notch quality control standards. Consistently contributed to enhancing customer satisfaction and operational efficiency within the company.

Responsibilities and Achievements:

· Assigned email workload, faxes, and correspondence to handle member inquiries, resulting in improved response times and member satisfaction.

· Ensured quality control of outgoing documentation, reducing errors by 80% and enhancing the overall professionalism of communications.

· Monitored and tracked Front Office CSR activities, ensuring adherence to procedures and turn times, resulting in a streamlined workflow and improved efficiency.

· Liaised with Guest Affairs and internal departments for proper processing of member queries, complaints, and requests, leading to timely resolutions and a positive member experience.

· Successfully monitored and tracked member correspondence to meet service level agreements, consistently meeting or exceeding targets.

· Created weekly and monthly internal and client reports, providing valuable insights and data for decision-making and process improvements.

· Documented and tracked issues requiring additional technical support, leading to prompt resolutions and minimized downtime for members and internal stakeholders.

· Evaluated the impact of business rule or system changes on operations, providing valuable feedback to requesters and contributing to smoother transitions.

· Ensured prompt completion of documentation required by other departments to service member requests, contributing to efficient cross-departmental collaboration.

· Acted as the main point of contact for investigating member accounts when FO or BO CSR's could not resolve queries, showcasing problem-solving skills and a strong understanding of the organization's processes.

· Fostered teamwork and open communication with clients, members, colleagues, and Service Centre management to achieve program objectives as per company and client standards, contributing to a positive and collaborative work environment.