Summary
Overview
Work History
Education
Skills
Internship
Strengths And Qualifications
Seminars And Trainings Attended
Section name
References
Timeline
Generic
Karen Jimenez Manlapaz

Karen Jimenez Manlapaz

Summary

Results-driven management professional with a proven track record of fostering team collaboration and driving results. Consistently delivers on organizational goals through effective leadership and adaptability. Known for strong interpersonal skills and the ability to manage changing priorities with ease. Adept at building strong relationships and motivating teams to achieve success in fast-paced environments.

Overview

13
13
years of professional experience

Work History

Team Manager

Crawford and Company GBSC - Broadspire (Integrated Claims and Medical Management Services)
07.2015 - 07.2016
  • Company Overview: Works for a third party insurance claims service provider- Handles Collections department for U.S and Canada
  • Reports directly to Operations Director; direct contact of clients for U.S and Canada Collections
  • Spearheaded transition for both U.S and Canada collections
  • Training of product specific
  • Creates scorecards, goals and performance reviews
  • In-charge of Quality audit process
  • Owner, maintains reports, decks and trackers
  • Ensures KPIs are met
  • Develop agents through regular monitoring and feedback sessions
  • Ensures agent development
  • Works for a third party insurance claims service provider- Handles Collections department for U.S and Canada

Assistant Manager for Operations

Tata Consultancy Services-BGC
06.2014 - 07.2015
  • Company Overview: Works for a Mortgage Company (Collections Department- inbound and outbound; back-up for Customer Service)
  • In-charge of Rewards and Recognition
  • In-charge of Employee Engagement
  • Training of product specific
  • Responsible for supervising, coaching and developing a pioneer team through proper and careful monitoring, handling, direction, and provision of well defined processes and coaching in terms of product and administrative policies and procedures.
  • Develop agents through regular monitoring and feedback sessions
  • Ensure that the team meets client expectations in Customer experience and Regulatory Adherence
  • Spearheads Operations Department on Quality Calibration Sessions with clients

VOC Lead (Voice of Customer/CSAT) Team Development Leader

VXI Global Holdings
06.2012 - 05.2014
  • Company Overview: Worked for a Money Service Business (Sending and Receiving of Money Transfer)
  • Champion at Global Customer Experience Challenge Cup
  • Creates and Measures Action Plans for the Entire Account (more than 500 FTEs)
  • RCA Analysis/Deep Dive/Drill Downs
  • In-charge of VOC Hype and Initiatives
  • Creates and presents deck for WBR, MBR, QBR and ABR
  • Reports directly to Associate Director/Director
  • Responsible for supervising, coaching and developing the team
  • Recognizing team's deficiencies and developing action plans to overcome them


Assistant Manager for Operations

IBM GPS- UP Ayala Technohub
12.2010 - 01.2012
  • Company Overview: Worked for a UK bank account (Collections Department- credit card, loan and bank accounts, Customer Service)
  • Assisted in the transition of loan and bank account
  • Point of contact for best practices, client-driven training and quality initiatives
  • Facilitates town hall meetings
  • Attends Joint Quality Calibration Sessions with clients. Ensure that all internal and external calibration efforts are cascaded to agents
  • Takes Tier 3 escalated calls
  • In-charge of Rewards and Recognition
  • In-charge of Employee Engagement
  • Group Complaints Handling Policy
  • Responsible for supervising, coaching and developing a pioneer team through proper and careful monitoring, handling, direction, and provision of well defined processes and coaching in terms of product and administrative policies and procedures.
  • Develop agents through regular monitoring and feedback sessions
  • Recognizing team's deficiencies and developing action plans to overcome them
  • Attend client meetings as well as other calls that concerns operations
  • Ensure that the team meets client expectations in Customer experience and Regulatory Adherence
  • Forward weekly and monthly reports (Weekly Error Trend Report) which include infractions observed and details of infractions
  • Worked for a UK bank account (Collections Department- credit card, loan and bank accounts, Customer Service)

Team Manager

NCO Group
06.2009 - 11.2010
  • Company Overview: Worked for a telecommunications account, handles 9 major splits (Accounts Receivable-Collections and Customer Service)
  • Major part in the launch of the account; floor manager
  • Editor-in-chief of our account's newsletter; sends write-ups to NCO newsletter
  • Point of contact for Onshore Executive Team, daily client meetings; reporting of stats
  • Handles Tier 3 escalations and
  • In-charge for credits and adjustments for the entire account
  • Ensure all QA escalation actions occur within appropriate time frames and are tracked internally
  • AHT Floor Manager
  • Spearheaded a small pioneer email team
  • Functions as conduit between Operations needs and Quality/Training Team
  • Regular coaching and feedback sessions with agents

Collections Representative

Convergys, Encore Receivable Management
08.2006 - 05.2009
  • Company Overview: Worked for a third party collection agency (includes pre-charged off accounts for a bank account)
  • Recover debts of higher balances and provide necessary documentation for 4-7 due accounts. Provide customer options that will best fit their current financial status through proper questioning and probing
  • Worked for a third party collection agency (includes pre-charged off accounts for a bank account)
  • Top Collector, Best Agent
  • Responsible in providing assistance in training and development of Collections Representatives/new agents

e-Rep

PeopleSupport
09.2003 - 02.2005
  • Company Overview: Worked for a credit bureau account
  • Inbound customer service; assists customers in getting credit reports online
  • Worked for a credit bureau account
  • Recognized for world-class customer service; outstanding QA scores

Education

Teaching English as a Secondary Language (TESL) -

De La Salle University, Center for Language Learning
01.2003

Bachelor of Arts - Mass Communication

St. Paul College
01.2002

Skills

  • Team leadership
  • Client relationship management
  • Data analysis proficiency
  • Escalation management expertise
  • Analytical decision making
  • Effective best practices
  • Performance coaching
  • Effective rebuttal strategies
  • Accounts receivable management
  • Skilled in Microsoft Office applications
  • Proficient in maintaining focus during high-pressure situations
  • Proficient in managing multiple tasks
  • Collaborative team development
  • Effective organizational skills
  • Detail-oriented approach
  • Team motivation skills
  • Effective communication
  • Professional writing

Internship

RPN 9 (Broadcast City, Diliman, Quezon City), Worked for contracts and traffic department: monitoring of programs and commercials, clerical jobs

Strengths And Qualifications

  • Acquired strong leadership on managing CSAT/VOC; identifying customer pain points and driving action plans
  • Strong Client Interaction
  • Strong Analytical Skills
  • Handling Difficult Customer Escalations (Tier 2-3)/Decision Making
  • Shares and utilizes Best Practices
  • Effective coaching
  • Strong Rebuttals/Effective Collection of Debts
  • Proficient in Microsoft Office Applications
  • Works well under pressure with little supervision needed. Deliverables and other administrative tasks are strictly accomplished on time. Multi-tasking has been one of my key strengths.
  • Acquired strong team building and leadership skills. Plan and organize work efficiently, effective follow through with careful attention to details
  • Motivates agents and co-workers through good work ethics and performance
  • Excellent communication skills both oral and written
  • Writing articles, stories, ad campaigns, brochures, speeches, essays, journals, etc

Seminars And Trainings Attended

  • Yellow Belt Six Sigma, IBM, 2011-06-01
  • The Power of One, IBM, 2011-05-01
  • Group Complaints Handling Policy, IBM, 2011-08-01
  • Effective Leadership, NCO, 2010-09-01
  • US Collections and Collector Effectiveness, NCO, 2009-06-01
  • Yellow Belt Six Sigma Trained, IBM, 2011-06-01
  • Email Support Training, NCO, 2009-06-01
  • Fair Debt Collection Practices Act/State Law, Convergys Corp, 2006-08-01
  • Personality and Career Development, SPCQ, 2001-11-01
  • Effective Communication in the New Millennium: Focusing Personality, UP Bahay ng Alumni, 1999-06-01

Section name

  • Religion: Iglesia Ni Cristo
  • Date of Birth: 1980-11-10
  • Gender: Female
  • Nationality: Filipino
  • Marital Status: Single

References

  • Edmond Sarmiento, Manager, Service Delivery, Teletech, +639255572662
  • Jill Camille Malang, Reports Analyst, HGS, +639175753088
  • Almira Guevarra, Training and Quality Officer, ANZ Bank, +639175315618

Timeline

Team Manager

Crawford and Company GBSC - Broadspire (Integrated Claims and Medical Management Services)
07.2015 - 07.2016

Assistant Manager for Operations

Tata Consultancy Services-BGC
06.2014 - 07.2015

VOC Lead (Voice of Customer/CSAT) Team Development Leader

VXI Global Holdings
06.2012 - 05.2014

Assistant Manager for Operations

IBM GPS- UP Ayala Technohub
12.2010 - 01.2012

Team Manager

NCO Group
06.2009 - 11.2010

Collections Representative

Convergys, Encore Receivable Management
08.2006 - 05.2009

e-Rep

PeopleSupport
09.2003 - 02.2005

Bachelor of Arts - Mass Communication

St. Paul College

Teaching English as a Secondary Language (TESL) -

De La Salle University, Center for Language Learning

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Karen Jimenez Manlapaz