Madonna Anibaldi
About Me
Introduction:
With extensive experience in Australian payroll and administration and background in New Zealand payroll. I am highly organised, efficient, personable and able to deliver consistently high results in challenging and pressurised work environments. Able to liaise with all levels of staff and clients.
• With several years of experience in customer service roles for leading UK & US directory assistance & finance organisations. I am able to provide an outstanding service within any environment and deal with a broad range of customer needs from initial enquires through to complaints handling.
• With solid experience working within online English school as an ESL Tutor and secondary school as a teacher assistant. I have the organisational skills to assist with the planning and preparation of successful lessons, monitor student’s learning and assess pupils as well as the ability to encourage students to learn through motivation and positive behaviour.
Education
ITTT International TEFL and TESOL Training
120-hr TEFL Certificate
February 2017
Rizal Technological University
Bachelor of Secondary Education major in English
May 2017
Experiences
Training and Development Officer
kgb (formerly Infonxx), Philippines
July 2003 to August 2009
Outline
Provides excellent customer service through answering inbound calls and processing requests from customers. Acts as a team lead assistant. Assist in training new hires.
Key Responsibilities
• Handles escalations
• Helps in training new hires
• Ensures company and floor policies are observed and adhered to
• Assisting agents to deliver excellent customer service
HR Representative
IBM Business Services, Philippines
November 2009 to November 2010
Outline
Provides excellent customer service through answering inbound calls and processing requests from employees.
Key Responsibilities
• Receive inbound calls from customers/clients and answer questions, as well as question participants to obtain full understanding of what information is being requested.
• Educate callers on client processes whenever necessary.
• Document all calls with regard to caller’s inquiries accurately using Call Tracking system.
• Provide quality customer service on every call.
Payroll Team Lead
Arinso International Phils. Inc., Philippines
January 2011 to April 2014
Outline
Responsible for managing payroll operations or employee services operations. Responsible for the quality of outsourced service delivery by ensuring service requests are processed efficiently, performing system transactions, researching and responding to complex situations, and manages client escalations.
Key Responsibilities
• Overall responsibility is to ensure team success by implementing and monitoring individual and team objectives and targets while ensuring client satisfaction and that company policies and procedures are adhered to.
• Monitors team performance and productivity, all areas of performance metrics and identify opportunities for development to ensure that standards are met across the board.
• Receives and tracks to completion any escalated inquiries and accurately denotes such inquiries into tracking system, determining the most effective method of resolution.
• Lead the resolution for escalated and complex issues raised by the client or internally by business partners.
Key Achievement/Projects
• NGA PH Star Award for the 3rd quarter of CY 2012.
• Exemplary Performance Award (certificate of Recognition from AMP Australia).
Online ESL Tutor
Unhoop Phils. (Hanaso/Talxfun)
October 2016 to Current
Outline
Teach English as a foreign language to Japanese and Taiwanese students of all ages online.
Key Responsibilities
• Teach basic English grammar.
• Teach English phrases and Travel English.
• Conduct Web News Lessons.
• Teach TOEIC Vocabulary.
• Enhance students English speaking skills through Free Talking.
• Record lesson reports
• Give feedback to students
• Praise and motivate students
• Strictly observe punctuality
• Maintain 80% student talk time
Key Achievement/Projects
• Maitaining regular students.
Payroll Supervisor
Australian Recruiting Group/AMES Corp
September 2014 to July 2017
Supervising two payroll officers locally and supporting senior business figures & payroll team overseas; liaising with consultants, internal and external staff.
Key Responsibilities
• Collect candidate’s information and timesheets
• Administer weekly payroll & new starters
• Calculate payroll taxes, superannuation, back pay, overpayment, reversals, adjustments
• Update candidate’s information and wage/compensation
• Respond to queries from consultants, co-workers and candidates
• Process late runs
• Update payroll notes and overpayment summary
• Client invoicing/credits
• Ensures that changes to TRCs are captured and changed accordingly in SHARC system.
Key Achievement/Projects
• Prevented further fraudulent timesheet.
• Cleaned up overpayment register.