1996 - 2001
Bachelor's Degree in Accountancy
De La Salle University Taft Avenue, Manila
More Info About Me
My Skills and Competencies
Social Media Management
Amazon Virtual Assistant
Data Entry
Content Creator
Certificates
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My Experience and Education
2017
-
2022
Liberty Insurance Pte Ltd Singapore
(Customer Service Manager)
• Overseeing the daily operations of the Customer Service
• Center which consists of the Call Center, Retention and
• Policy Admin Teams.
• Developing objectives for the day to day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze statistics (sales rates, costs, customer service metrics etc.)
• Hire, coach and provide training to personnel to maintain high customer service standards
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
Projects participated in:
• “Smart Email” – using Machine Learning and Robotics to assign tasks in the CS Workflow
• Salesforce Optimization for Winback, Retention and NCD Verification - For better leads management, activities tracking & monitoring, and generating of reports. (Project Owner/Developer)
2015
-
2017
Liberty Insurance Pte Ltd Singapore
(Customer Service Team Leader)
• Monitor daily call performance
• In charge of running and managing the call center daily
• Review schedule change and employee time off requests as necessary
• Handle complaints escalated from the Call Center and liaises with other departments to resolve each case.
• Conduct regular review of all call center agents performance and organize training sessions for under performers
• Facilitate and organizes training session for all agents and participate in recruitment of new call center agents
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team
members.
Projects participated in:
• CS Workflow – system used to assign, monitor, and track tasks and generate reports.
• Call Center Guide – Offline folder of all materials that can help the Call Center answer calls to replace printed
materials
• Revamping Call Center Salesforce – for faster yet more detailed notetaking of calls 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.
Amazon Virtual Assistant
I help you, from listing creation to product research, competitor analysis and Amazon listing optimization.