Misa-o Valera

Versatile operations leader with expertise in training, customer service, and quality analysis. Skilled in conflict resolution, people management, communication, and process improvement, with a proven ability to adapt and deliver results in fast-paced environments. Committed to driving service excellence and exceeding organizational standards.

Operations Supervisor at Manulife Business Processing Services (2026-03 – Present)

• Supervise 15 senior business processors, ensuring productivity, quality, and SLA compliance.
• Oversee daily operations to maintain smooth workflows and service continuity.
• Conduct performance reviews, root cause analysis, and coaching to drive improvement.
• Partner with cross-functional teams and vendors to implement business enhancements.

Operations Supervisor at DME Service Solutions (2024-02 – 2026-02)

• Led a team of 15 agents, optimizing efficiency and meeting SLA targets.
• Directed daily operations to ensure timely task completion and service continuity.
• Delivered coaching and corrective actions to strengthen team performance.
• Collaborated with leadership to execute process and operational improvements.

Quality Assurance Analyst at DME Service Solutions (2023-07 – 2024-02)

• Monitored customer interactions to ensure compliance with quality standards.
• Designed training materials, process maps, and reports to support consistency.
• Identified process gaps and implemented solutions to improve efficiency.
• Partnered with leadership and onshore teams to align QA standards and calibrations.

Customer Service Representative at DME Service Solutions (2023-01 – 2023-07)

• Delivered high-quality customer support while meeting service and sales goals.
• Resolved inquiries and escalated complex concerns for timely resolution.
• Supported new hires during nesting with guidance and real-time assistance.
• Maintained professionalism while managing high call volumes.

Customer Service Representative / Trainer Intern at Legato Health Technologies (2021-03 – 2022-07)

• Trained new hires and conducted refresher sessions to reinforce performance.
• Developed training materials, process maps, and documentation for standardization.
• Delivered specialized training for leaders and SMEs on escalation management.
• Assisted healthcare providers with insurance eligibility, benefits, and claims inquiries.

Customer Service Representative at Teletech (Novaliches) (2019-12 – 2021-02)

• Assisted customers with product and service concerns, ensuring satisfaction.
• Resolved complaints promptly with effective solutions.
• Handled high daily call volumes with professionalism and efficiency.
• Supported retention by maintaining strong customer relationships.

Spa Receptionist at Asmara Spa Inc. (The Peninsula Manila Hotel Branch) (2019-04 – 2019-12)

• Scheduled appointments and managed client bookings accurately.
• Assisted guests and maintained smooth daily spa operations.
• Trained new hires on scheduling, reporting, and revenue management.
• Balanced daily revenue reports and maintained client databases.

Bachelor of Science in Tourism – University of Caloocan City (2015-06 – 2019-04)