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.
