1. Ana Katrina F. Francisco
9424 Urma Drive Airport Village
Brgy. Vitalez, Paranaque City Philippines
Contact Information: 09951038217
EmailAddress: anakatrinafrancisco@gmail.com
azie.gurl17@yahoo.com
Customer Service Representative with over 3 years of experience of telephone sales, handling
escalated issues and disputes. Started as an Organizational Management Coordinator for 2 years and
moved to System Experts Support Team for 1 year that handles system related concerns and responsible
in investigating HR related issues of employees within the Organization.
Professional Experience______________________________________________________________
Medialink Contact Solutions Salcedo Village, Makati City
International Sales Representative August – November 2009
 Provide options for the customer to manage their finances.
 Determine the customer financial needs and help them succeed financially.
Genpact LLC Alabang, Muntinlupa City
Process Associate January 2010 – April 2013
 Handling new customers in activating card through phone system.
 Providing resolutions on escalated calls and process dispute.
 Preventing the financial loss of the account through investigating fraud in the transactions.
 Listening and responding to customer’s complaints and providing resolutions.
Ericsson Telecommunications Mckinley Hill, Taguig City
HRMS System Expert - 2nd Line Support June 2013 Present
 2nd line support for Human Resource Management System and Electronic Forms (eForm)
related requests
 Performs role as Local eForm Workflow Expert (LeWe)
 Perform as Time Reporting Support for issues related to Time reporting in Employee Self Service
 Perform role as Reorganization Specialist. Validating accurateness and completeness of the
changes requested.
 Ensure that changes are being coordinated with the internal customers.
 eForm Organizational Management approval. Make sure that organization changes will reflect
accordingly.
 Checks completeness and correctness of forms.
 Testing SPOC
 Merge & Acquisition SPOC
 Coordinates to 3rd line (IBM, IT Service Desk, MDM etc.)

2.  Liases between HRMS Operations and SSCs/PDET
 Works on Projects as needed
 Works on Special Assignment such as Process Documentation and maintaining Work
Instructions.
 Assists in communicating changes to the end users.
 Implement improvement plan
 Data Management single record and mass upload in HRMS (SAP 7 40)
Education___________________________________________________________________________
Adamson University Ermita, Manila
Bachelor of Science in Business Administration
Major in Banking and Finance
Graduate: 2005 – 2009
Affiliations__________________________________________________________________________
Junior Financial Executive
Academic Officer
Year: 2008 – 2009
 Handling academic seminars and other activities for the college.
 Organizing academic events for other university to participate.
Achievements_______________________________________________________________________
Leadership Skills Development Graduate Batch 2
Year 2014 (Focus Area)
Ericsson Telecommunications
Leadership Focus Area Participant
Year 2014 (Support Services Focus Area)
Ericsson Telecommunications
Additional Skills______________________________________________________________________
Knowledge in Microsoft Word 2016, Visual Basic, Excel 2016, MS PowerPoint 2016
Knowledge in SAP 7 40
Fluent in English
Personal Information__________________________________________________________________
Birth Date: January 7, 1989
Birth Place: Manila
Civil Status: Single
Religion: Catholic
“I hereby certify that the above information is true and correct at the best of my knowledge.”
_________________________
Ana Katrina F. Francisco

3. Applicant