2022
Professional Education – Methods of Teaching
Mabini Colleges
More Info About Me
With over 8 years of experience in the BPO industry, I have honed my skills in customer interaction, team collaboration, and process management. I have successfully managed multiple accounts, including telecommunications, back-office operations, healthcare, and technical support for both inbound and outbound services. I recently stepped down from my role as a Business Process Lead, where I earned recognition from peers for my adaptability, exceptional communication, and strong management abilities. I am eager to apply my expertise in leadership and process improvement to drive success within your organization. Currently, I am exploring remote work opportunities and aspiring to build a career as a freelance virtual assistant, leveraging my extensive experience to deliver value in a work-from-home setup.
My Skills and Competencies
Social Media Management
Lead Generation Expert
Data Entry
Content Creator
Certificates
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My Experience and Education
2023
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2024
TATA CONSULTACY SERVICES, Taguig City, Philippines
(TECH, Business Process Lead, End User Support Services)
This is my last position because my prior account, where I was Senior Process Associate, has been closed. My major responsibility here is to discover client issues and troubleshoot them. Giving the user basic troubleshooting and advice on how to solve their problems. Answering often asked questions about products or services, features, account setup, or general usage. To guarantee courteous, quick, and successful resolution of end-user issues, provide first contact support for inbound service desk requests via phone, online portal, or email. Handles common problems and requests that self-service cannot resolve. This was also a service help desk for a healthcare account. So, in essence, the users we deal with daily are also employees of the account.
Day-to-day responsibilities include installing, testing, maintaining, and troubleshooting end user workstations and interrelated hardware and software, Active Directory user management, mobile device troubleshooting, escalating issues as needed, and maintaining communication with users and technical terms.
Performance of IT systems and software is tested and analyzed. Prioritizing and resolving IT issues, as well as escalating critical issues to appropriate stakeholders. Create tickets for issues that require the attention of a higher-level support desk team member.
2018
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2023
TATA CONSULTACY SERVICES
(Senior Process Associate)
The primary role is to study and evaluate present procedures. Keep up to speed on the latest trends, techniques, and technologies utilized in the ordering process. Process implementation and optimization, attention to detail, and problem-solving abilities are required. To boost efficiency and profitability, I integrate office, customer service, and other abilities. Assist in assuring uniformity of our daily and ad hoc procedures, as well as the implementation of essential adjustments as requested.
Endorsed for a Healthcare Account that handles faxes and cases from customers/healthcare facilities/hospitals:
Order Entry includes adding the customer to the system, updating their profile, and entering their order into the system. Making outbound calls to a hospice/healthcare/hospital institution to explain patient instructions or order prescriptions.
Dedicated point of contact for my team - serves as SME, QA, and recently performed Team Leader tasks before finally taking over the team. Organizing, planning, and allocating tasks among my team members.
Updates several process-related trackers
Performing quality control and resolving team member conflicts
When necessary, assisting and supporting team members
Create summary reports on a weekly and monthly basis.
Participate in month-end reporting
Participating in yearly audits and year-end reporting
Participate in process evaluation and improvement.
Commit to standardization of current procedures as well as the deployment of new processes.
Report any irregularities or concerns to the Operations Team Manager.
Top Team Performer (particularly in terms of productivity) and Star of the Month Awar
2016
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2018
INFOSYS BPO LTD. Taguig City, Philippines
(Senior Process Executive)
Executes transactions in accordance with the company's principles, policies, and conventions, and adheres to all procedures set to fulfill the SLA target.
Order Manager - Serves as the primary point of contact for all discussions with clients, partners, and vendors.
Monitors the team's use of tools for processing workloads and ensures that all production procedures are well documented in the production manual.
Maintaining excellent working relationships and open communication with all colleagues, including clients and customers, is essential.
BPO-Design Thinking and BPO-Milestone 2.0 training were attended. Underwent Excel Basic and Advanced Training, S&F Foundation in Telecom Industry Certification, S&F T100 Order Management in Telecom Industry Certification, Continuous Improvement (CI), and Lean Accelerator (LA) Certification. Completed Harvard Management Mentoring Programs (Change Management, Customer Focus, Managing Your Boss, Presentation Skills, and Stress Management).
RAMP AWARDEE (Top Performer) is one of the awards and commendations received.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Lead Generation Expert
Support in building a pipeline of leads to meet business plans, quotas and company objectives.