Has the ability to work under pressure. I work independently as well as part of a team. Has the Knowledge and experience in process re-engineering. I have a strong people management skill. One of my advocacies within my group is career development. I have a solid 12 year background with the BPO industry.
Teaches Chinese students online
Do Outbound calls for prospect leads
Audit sampling and Allocation. Do coaching sessions to QA Analysts for performance improvement. Creates Business proposals and presents to upper management.Recommend process improvement to operations and to newly established QA process within DMI (Wholesale Banking)
Do coaching sessions to QA Analysts for performance improvement. Creates Business Review and presents to upper management. Handle 2nd Level Disputes. Recommend process improvement to operations. Take part in creating audit checklist on every new function within ISLA Department. Support QA Team which handles Voice and Non Voice functions. Leading QA migrations from US to Manila. Interview and hire potential candidates
an additional task for 1 year since there was a problem with FTE capacity planning hindering the management to add 1 more headcount for the EA role. EPurchase tasks. Calendar and Email Management. Setting meetings. Managing events. Procurement Management. Guest Management.
Conduct coaching to people for performance improvement. Create Business Review and presents to upper management. Audit the output of the team 100%. Monitor utilization and attendance percentage of the team. Contribute to process improvement. Hire and train new hires.
Conduct coaching to people for performance improvement. Create Business Review and presents to upper management. Audit the output of the team 100%. Monitor utilization and attendance percentage of the team. All tasks are being approved and mandated by the Supervisor.
Audit Indexing function (Sorting of images in I-vault) task.
Audit Manila HE Fulfillment and HE KANA (Customer Request Management). Facilitate calibration and training sessions with agents, auditors, supervisors and managers (US Counterpart and Manila). Set up checklist and helped polished the process for HE Manila Fulfillment and HE Kana. Create MTD/YTD (RCA) reports (excel and power point file).
Process Home Equity Fulfillment Manila functions. Answer HE KANA emails. Facilitate SBS training with the new hires for Team HE. Help identify process gap within the function’s operational procedure. Do outbound calls for call back requests from mortgage customers.
Payment Information and customer verification Prime/HE accounts. Re-routing calls to the right department (Auto Finance, Card Service and Home Lending). Perform change of address request for mortgage account. Cross-trained for prime mortgage calls.
Service DSL Verizon US customers to address their technical concerns.