Paula Mapanao Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

o Responsible for clerical and administrative duties to support our sales team.o Serves as a point-of-contact by linking employees, internal departments, and customerso Assists the sales director in approving transactions, onboarding and training new employees, managing tasks and performance of our admin team and photographers, enforcing company policies and procedureso Assigns tasks, develop skills, supports goals and KPIs, and plans administrative projects to ensure efficiency and productivityo Manages the sales director’s and the team’s calendarso Plans and executes engagement activities for the team such as rewards and recognition programs and team building eventso Creates and delivers training content

o Responsible for managing the training center’s front office by receiving and attending to walk-in customers and responding to phone and email inquirieso Handled customer paymentso Assisted in scheduling classes and managing the center’s training calendaro Created marketing content to promote our courses to attract new customers and retain existing customerso Collaborated with IT and Operations to make CRM systems and ways of working more efficient and more user focusedo Contributed ideas for initiatives that ensured enforcement of training policies and that customers were well-informed of the services they were paying foro Represented our department in ISO audit having been responsible for creating 75% of our department’s policies and procedures

Facilitated communications and soft skills training classes to equip new employees with skills needed to meet business targetsEvaluated individual performance and provided coaching on opportunities for improvementDetermined training needs based on evaluations; classes were planned and executed based on training needsProduced training reports and presented analysis to stakeholdersPartnered with Human Resources and Operations by performing language proficiency assessmentsManaged content-driven projects and created documents such as process-specific documents, operational documents and contract execution plans from drafting, proofreading, and revisions to handover to stakeholders

Responsible for internal marketing and change management in-house social media and communication channelsFocused on employee engagement involving productive work-related activities and fun non work-related activities

Supervised a production-driven teamManaged attendance, compliance, audit capacity plans, and work performanceOversaw completion of contractual quality deliverables and internal audit commitmentsPlanned and executed quality initiativesProvided performance reports and updates per cluster to the Quality Leadership Team and collaborated with the Operations Team and/or the Client for any quality-related deliverable and/or initiative

Performed quality assurance tasks for a healthcare management companyEvaluated telephonic transactions and measured qualitative outputProvided coaching and facilitated quality initiatives to improve performanceProvided Operations with recommendations used in action planningCreated reports for the Client and Operations to highlight team and individual performances, as well as identify error root causes and trendsParticipated in client calibration sessions, governance calls and business-wide discussions to ensure process and business goals alignmentCollaborated with Compliance and Training to ensure adherence and quality of supportReceived a Business Operator award for Q3 2014 and nominated as Auditor of the Year in 2012

Monitored employees’ qualitative output in doing market research interviews conducted over the phoneCoached and trained agents on improvement opportunities and helped them cultivate skillsProvided communication and call handling skills training for newly-hired agents

Worked as a market researcher for US-based clientsConsistently performed as one of the account’s top performersParticipated in various client-monitored live transactionsReceived the Top Quality Performer Award in 2006

Taught the English language to Koreans online and over the phoneResearched, planned, created and executed lesson plansManaged class schedules

Bachelor Of Arts, Mass Communication, Minor In Print Journalism

Dean’s Lister, 2nd Semester AY 2001-2002 Dean’s Lister, 1st and 2nd Semesters AY 2003-2004 Class Representative, AY 2002-2004

Bachelor Of Arts - Ba, Mass Communication/Media Studies