Heide Francisco
Senior Process Executive
Pasig City,00
Summary
Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
Overview
15
15
years of professional experience
Work History
Senior Process Executive
Cognizant
3 2016 - Current
- Provided support to team members, send EOD Reports weekly updates.
- Handled billing inquiries for business insurance accounts.
- Evaluate support engagements against pre determined quality benchmarks. Provide agents with constructive feedback and guidance to enhance KPIs.
- Establish and refine internal standards for support and call center quality assurance. Analyze customer service metrics
- Evaluate support engagements against pre determined quality benchmarks. Provide agents with constructive feedback and guidance to enhance KPIs.
- Answer phone inquiries regarding auto and home owner’s insurance policy
- Send proof of insurance to the Mortgage Company, Lien holder and Dealership.
Interim Team Leader
Alta Resources
02.2013 - 03.2016
- Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered
- Facilitate and organize training session for all agents and participate in recruitment of new call center agents
- Conduct regular review of all call center agent’s performance and organize training sessions for under performers
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center
- Ensure a safe and harmonious working environment for all other team members and delegate.
Subject Matter Expert
Alta Resources
02.2013 - 03.2016
- Support the definition of business processes
- Determine and support the implementation of a business policy, generally by providing the contents for the business rules that enforce the policy and the process contexts in which the rules are applied.
Technical Helpdesk
Trec Pacific Corporation
01.2011 - 02.2013
- Provide technical support for POS payment solution.
Customer Service Representative
Trec Pacific Corporation
02.2009 - 01.2011
- Managing large amounts of incoming calls and customer inquiries
- Identifying and assessing customers’ needs to achieve satisfaction.
Education
High School Diploma -
Calatagan Institute
Calatagan, Batangas 04.2001 -
Skills
Problem analysis and problem solving
Adaptability and ability to work under pressure
Excellent organizational, interpersonal skills and communication skills
Creative thinker with great attention to detail
Able to maintain emotional control under stressful situations
Timeline
Interim Team Leader
Alta Resources
02.2013 - 03.2016
Subject Matter Expert
Alta Resources
02.2013 - 03.2016
Technical Helpdesk
Trec Pacific Corporation
01.2011 - 02.2013
Customer Service Representative
Trec Pacific Corporation
02.2009 - 01.2011
High School Diploma -
Calatagan Institute
04.2001 -
Senior Process Executive
Cognizant
3 2016 - Current
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