Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic
Jennifer Hizon

Jennifer Hizon

Calgary,AB

Summary

Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Seasoned Business Analyst offering six years of IT/Telco industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past experiences to inform future decision-making. Effective driver of product development lifecycle from concept to delivery. Communicative and collaborative with proven history of improving business operations to support corporate growth and revenue. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

CSR Product Solutions Analyst

Telus
Calgary, Canada
10.2017 - 10.2023
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Cross-trained and backed up other customer service managers.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Acted as team leader in group projects, delegating tasks and providing feedback.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Queried databases for information needed for report processing.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.
  • Utilized machine learning algorithms to analyze historical data, leading to more informed strategy development.
  • Maintained database systems to track and analyze operational data.
  • Identified and resolved problems through root cause analysis and research.
  • Collaborated with management to develop strategies for enhancing overall customer experience.

Credit Analyst

Canada Credit
04.2017 - 12.2017
  • Developed credit models to assist in credit decision process.
  • Enabled data-driven decision making by leveraging technology tools like Excel macros or specialized software for more accurate analyses.
  • Performed credit reviews on corporations to assess financial conditions.
  • Conducted presentations to upper management and executive teams for loan recommendations.
  • Achieved operational efficiency via continuous improvement initiatives focused on streamlining processes within Credit Analysis department.
  • Ensured compliance with internal policies and regulatory requirements through diligent documentation of all credit decisions.
  • Enhanced customer relationships through effective communication of complex financial information, contributing to loyalty and retention.

Food Service Operations Supervisor

Wonton King Restaurant
05.2014 - 04.2017
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Monitored and adjusted pricing, discounts and promotions to maximize profitability.
  • Prepared weekly schedules and assigned tasks to staff to maintain organized shift and smooth operations.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Implemented strict food safety protocols, maintaining clean and hygienic work environment at all times.
  • Launched successful marketing campaigns to attract new customers and increase brand visibility.
  • Motivated staff to perform at peak efficiency and quality.
  • Developed and implemented customer service standards and best practices to enforce compliance and meet criteria requirements.
  • Oversaw training of more than 15 team members.

Instructor | Admission Officer

Lyceum Of The Philippines University
06.2008 - 04.2014
  • Demonstrated valuable feedback to students, guiding their improvement in both theoretical knowledge and practical skill sets.
  • Developed strong relationships with local industry partners to provide internship opportunities for students seeking real-world experience in hospitality sector.
  • Mentored students outside of class hours, providing additional support and guidance as needed for academic success in program.
  • Promoted culture of continuous improvement by regularly reviewing course materials and incorporating feedback from both students and fellow educators in future iterations.
  • Seasoned instructor for graduating university students. Developed and implemented teaching and learning initiatives for delivering undergraduate and postgraduate programs and completed training contracts for learners approximately 30-40 students per class
  • Developed learning materials, facilitated lectures, implemented, and collaborated with external networks contributing to student recruitment.
  • SME of CHIM department program leaders, university events, and ongoing strategic developments.
  • Facilitated contractual load of courses as assigned by DEAN.
  • Facilitated classroom discussions by promoting critical thinking about instructional topics.
  • Scheduled review sessions before exams and created opportunities for additional credits.
  • Data entry of applications, transcripts, and supporting documentation following university data standards.
  • Designed, developed, and delivered orientation programs and workshops to set right expectations for students and other stakeholders.
  • Accurately created and maintained records of interactions, documentation, and admission processes to ensure college policies and legislation compliance.

Promotion and Events Manager

Resorts World Manila
06.2009 - 08.2013
  • Enhanced attendee experience by meticulously planning and executing engaging event agendas.
  • Generated positive press coverage for clients events by cultivating relationships with media outlets and influencers in industry.
  • Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
  • Produced detailed proposals for events to document timelines, suppliers and budgets.
  • Developed and distributed event surveys to gather feedback and assess event success.
  • Oversaw event registration process by collecting and tracking attendee information.
  • Created detailed timelines and budgets for events to meet all deadlines.
  • Established strong relationships with vendors, securing optimal pricing and service quality for events.
  • Managed and trained 100 staff and supervised event staff to complete tasks on time.
  • Streamlined event operations for improved efficiency and cost-effectiveness through comprehensive logistical management.
  • Facilitated impactful networking opportunities for attendees with well-planned social mixers.
  • Developed, implemented, simplified processes, and monitored training programs nationwide.
  • Launched P&E Counter Operation Department processes and procedures, developed training modules for promotions ambassadors, and supervised National Marketing Department and MICE events, improving guest satisfaction and successful events at Resorts World Manila KPI at T2B/B2B 100% post-operation.
  • Boosted event attendance by implementing targeted marketing strategies and promotional campaigns.

Education

Professional Certification in Business Management - Business Analysis

Mount Royal University
Calgary, AB
12.2022

Professional Certification in Business Management - Human Resources Professional

Bow Valley College
Calgary, AB
08.2020

Bachelor of Arts - Journalism And Mass Communication

Centro Escolar University Manila
Philippines
04.1998

Skills

  • Specifications Documentation
  • Process Improvement
  • Documentation
  • Customer Needs Assessment
  • Stakeholder Management
  • SWOT Analysis
  • Team Collaboration
  • Operations Management
  • Business Requirements
  • Data Entry
  • Operations Management

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Collaborated with team of 20 in the development of Mobile and Home Solutions
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Process Improvement - Achieved revenue objective by implementing cost-cutting measures.
  • Consumer Research - Effectively executed new marketing outlines based on market research data collected to reflect consumer interest on both tactical and strategic levels.
  • Resolved product issue through consumer testing.

Languages

English
Native or Bilingual
Tagalog
Native or Bilingual

Certification

• Microsoft Power BI, 2024
• Business Intelligence for Consultants, 2023
• Business Analysis, 2022
• Agile Foundations, 2022
• Characteristics of a Great Scrum Master, 2022
• Project Management Skills for Leaders, 2023
• Applying Analytics in Learning Programs, 2023
• Preparing Data for Analysis in Microsoft Excel, 2023
• Human Resources Professional, 2021
• Human Resources Foundation, 2022
• Certification Prep: Professional in Human Resources (PHR), 2023
• Blockchain Basics, 2021
• Digital Marketing Foundations, 2021
• Canada's Anti-Spam Legislation (CASL), 2023
• Unsolicited Telecommunications Rules (UTR), 2023
• Lean Six Sigma Foundations, 2023
• Six Sigma: Greenbelt, 2023
• Microsoft Collaboration: SharePoint and Teams, 2021
• Excel Essential Training (Microsoft 365), 2023
• Writing a Business Case, 2022
• Requirements Elicitation and Analysis, 2022
• SQL for non-programmers, 2023
• Quick Start Guide to SQL, 2023
• Facilitation Skills for Managers and Leaders, 2021
• Business analysis: Essentials, 2022
• Facilitation and Workshop Skills, 2022
• Applying Agile and MOSCOW prioritization, 2022
• Managing Brand Reputation, 2022

Timeline

CSR Product Solutions Analyst

Telus
10.2017 - 10.2023

Credit Analyst

Canada Credit
04.2017 - 12.2017

Food Service Operations Supervisor

Wonton King Restaurant
05.2014 - 04.2017

Promotion and Events Manager

Resorts World Manila
06.2009 - 08.2013

Instructor | Admission Officer

Lyceum Of The Philippines University
06.2008 - 04.2014

Professional Certification in Business Management - Business Analysis

Mount Royal University

Professional Certification in Business Management - Human Resources Professional

Bow Valley College

Bachelor of Arts - Journalism And Mass Communication

Centro Escolar University Manila

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