Elizabeth Dayao

• Identified areas for process improvement, implementing changes that reduced errors and increased efficiency.
• Delivered exceptional customer service by addressing client needs promptly and professionally, leading to increased loyalty and retention rates.
• Evaluated and approved investment proposals, allocating resources strategically to maximize return on investment for the organization.
• Implemented data-driven decision-making processes, leading to better strategic planning and resource allocation.
• Championed new digital transformation project development initiatives, like AI-driven solutions, driving significant growth in customer satisfaction and sales performance.
• Developed key business partnerships thru RFP participation, resulting in increased revenue and expanded market reach.
• Enhanced team efficiency by streamlining project management processes and implementing effective communication strategies.
• Developed and implemented new strategies to establish long-term business objectives and provide strong and sustainable organizational leadership.
• Shaped solutions and approaches by leveraging trends in the industries and customizing available digital solutions to improve STP.
• Oversaw operational improvements, increasing overall productivity and reducing costs across 7 client accounts.
• Drove innovation within the organization by encouraging creative problem-solving techniques among employees.
• Supported staff development initiatives such as mentorship programs or skills training workshops for enhanced performance outcomes.

• Manages business analysts, project managers, change delivery associates, PMO leads and UAT test analysts deployed to multiple projects globally

• Runs and coaches Lean Six Sigma projects and process improvement initiatives to generate efficiency and business impact

• Manages resources deployed to high visibility projects under the varying Regional Strategic and Transformation Portfolios

• Serve as Agile Coach for Regional projects on e-claims, organizational change and mixed-marketing modeling projects

• Develop relevant program solutions and processes catering to clients from various industries and requirements.

• Manage monthly, quarterly and annual P&L inclusive of necessary forecasts and re-forecasts

• Propose, implement and manage contracts up to completion, re-evaluation and/or renewal

• Manage the sourcing and deployment arm of the organization for client endorsement with relevant business impact

• Support remediation projects for operations teams in-crisis performing change assessment and solution design opportunities

• Build and implement the training curriculum for BA, PMO, PM, Change Management and UAT Tester capability and career development tracks

• Manage statement of work agreements and monitor compliance

• Manage monthly and annual financial reviews to ensure recoverability

• Manage overall Sales target of the organization

• Manage clients, including fortune 500 clients with ASEAN operations

• Work with multiple vendors for program delivery and development

• Build and offer senior leadership blended learning curriculum for several companies in varying industries

• Run mentoring programs for Executive sales teams in the Insurance Industry

• Work with multi-skilled consultants to deliver IT, Insurance, Manufacturing, Service and BPO-related solutions and consulting

• Manages the BPO End-to-End Training Process for all leadership development courses and the WNS Trainer Certification Program

• Manages career development and succession planning processes for the organization from bottom to senior level

• Runs the Near Hire Program from Sourcing to Process Training Certification

• Manage vendors and contracts for training operations

• Reviews all HR processes for continuous improvement opportunities

• Served as Primary POC for all HR Audits inclusive of ISO14000; ISO 9001, DOLE OHS and SOX Compliance

• Performed initial audit for PCMM certification and train all leadership levels on ensuring PCMM Compliance

• Serve as part of the CCAP Technical Working Group for the Industry Core Skills Definition and Certification for the TESDA Call Center Program

• Helped review and manage account and HR Greenbelt Projects

• Manages the BPO Capability Development delivery

• Creates, Conducts and/or Evaluates the Leadership Development curriculum for all of IBM Philippines

• Interfaces with different IBM leads for their Account-specific and functional data solution requirements

• Develops and reviews account processes for apt control measures and smooth program flow

• Coordinates with Global counterparts for global leadership program alignment and standardization

• Performs quarterly risk assessments to avoid issues and develop processes on preventive measure

• Manages finances for annual forecast and quarterly re-forecast

• Manages green belt projects of Account Six Sigma candidates

• Worked with the BPO workforce and Global Counterparts on their Capability Development and Delivery Needs

• Handled vendor management for BPO Training Solutions

• Interfaced with the BPO Capability Development Account Managers

• Developed training content for local and global consumption

• Helped manage finances for annual forecast and quarterly reforecast

• Performed Six Sigma Projects for cost reduction and saving purposes

• Reviewed operational excellence assessment results to improve account processes, data management and service performance

• Worked with the mobilization team for process & operations excellence t glide path

• Worked with BPO executives on Client Management in line with the company’s growth & expansion plans

• Reviewed training programs for Fortune 500 clients

• Developed interactive and classroom-facilitated training programs for Fortune 500 Companies like Sprint, Northwest Airlines, Verizon Wireless & Barclays

• Reviewed outputs created by Instructional and Graphics Designers

• Managed the entire Customer Care Learning and Development Center in the Philippines

• Managed the global Customer Care University of ACS, Inc.

• Monitored the program development status of all Account Managers

• Designed new processes & policies for both the local & global teams

• Performed projection of Training Program Development for Fortune 500 clients

• Interfaced with other departments, both local and global, for all concerns of the center

• Facilitated the growth of the team in the Philippines (involved in job evaluation, recruitment, placement, and training)

• Directly communicated with American clients who are interested in employing the services of the group

• Developed and presented market pitches to clients

• Handled a Senior Management Position in-charge of constant monitoring of departmental performance

• Developed an ISO 9001:2000 Quality Management System

• Performed gap analysis and internal audit

• Performed sourcing and recruitment of internal applicants

• Handled All Regional English Proficiency interview and assessment

• Performed English proficiency interviews and assessment to a significant number of professional applicants prior to client interview

• Developed policies such as compensation policy; language medium directive, job descriptions and requirements; finance and marketing procedures personnel management and administrative policies

• Developed, administered and analyzed performance evaluations and their equivalent evaluation tools

• Performed employee counseling and dispute mediation and resolution

• Handled the transition of the Princeton Review from New Jersey to the Philippines, featuring the NCLEX and IELTS Requirements

• Assessed student performance through a variety of evaluation methods, providing constructive feedback for continuous improvement.
• Created assignments to encourage student learning and develop communication skills and higher-order thinking.
• Developed innovative curriculum materials, resulting in increased student engagement and understanding of complex topics.
• Enhanced student comprehension by utilizing diverse teaching methods and strategies tailored to individual learning needs.
• Mentored new faculty members, contributing to a supportive and collaborative work environment.
• Contributed to the development of departmental goals and objectives, aligning instructional efforts with institutional priorities.
• Selected and developed instructional material and planned instruction to enhance student learning.