Summary
Overview
Work History
Education
Skills
Timeline
Generic

MINERVA GRACE MENDOZA

Woodside,NY

Summary

Dynamic manager with a proven track record at Globe Telecom, excelling in team leadership and strategic planning. Enhanced customer satisfaction through effective conflict resolution and improved service protocols. Skilled in performance management and process improvement, fostering a culture of collaboration and continuous learning while achieving departmental goals.

Knowledgeable [Desired Position] with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

2024
2024
years of professional experience

Work History

Manager

Globe Telecom
04.2013 - 12.2023
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
  • Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
  • Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
  • Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.

Order Management Senior Specialist

Globe Telecom
2011 - 04.2013
  • Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
  • Identified areas in need of critical improvement and implemented strategies to achieve targets.
  • Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
  • Supported department leadership in implementing new policies, procedures and controls.
  • Negotiated contracts with vendors, securing favorable terms that benefited the organization''s bottom line.
  • Facilitated team collaboration tools, improving communication and efficiency across departments.
  • Enhanced team skill sets with targeted training programs, elevating overall productivity and project outcomes.
  • Streamlined team workflow, implementing agile methodologies to significantly enhance project turnaround times.
  • Followed all company policies and procedures to deliver quality work.
  • Devised and implemented processes and procedures to streamline operations.
  • Generated reports detailing findings and recommendations.
  • Collected, arranged, and input information into database system.
  • Gathered, organized and input information into digital database.
  • Maintained database systems to track and analyze operational data.

Sales Services Senior Specialist

Globe Telecom
2008 - 2011
  • Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
  • Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
  • Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
  • Enhanced team productivity by implementing efficient project management strategies.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Followed all company policies and procedures to deliver quality work.
  • Generated reports detailing findings and recommendations.
  • Maintained database systems to track and analyze operational data.

Education

Bachelor of Arts - Communication Arts

St. Paul College of Manila
Philippines
03-1994

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Goal setting
  • Documentation and reporting
  • Strategic planning
  • Operations management
  • Cross-functional teamwork
  • Customer relationship management (CRM)
  • Performance management
  • Shift scheduling
  • Policy implementation
  • Workforce management
  • Performance evaluations
  • Key performance indicators
  • Coaching and mentoring
  • Work prioritization
  • Policy and procedure development
  • Risk management
  • Vendor management
  • Regulatory compliance
  • Excellent communication
  • Employee coaching and mentoring
  • Active listening
  • Process improvement

Timeline

Manager

Globe Telecom
04.2013 - 12.2023

Order Management Senior Specialist

Globe Telecom
2011 - 04.2013

Sales Services Senior Specialist

Globe Telecom
2008 - 2011

Bachelor of Arts - Communication Arts

St. Paul College of Manila

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