Laiza G. Concepcion
Manager
Pasig City
Summary
Experienced with managing branch operations and driving team performance to achieve business goals. Utilizes strategic planning and effective leadership to enhance operational efficiency. Track record of fostering strong client relationships and implementing successful financial strategies.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Branch Manager
Alliance in Motion Global Inc.
04.2016 - Current
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.`
- Maintained friendly and professional customer interactions.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Complied with regulatory guidelines and requirements.
- Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
- Elevated staff morale and productivity by introducing system of rewards and recognition for outstanding performance.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
Phone Banker 1
Wells Fargo EGS
Taguig
01.2016 - 04.2016
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Built strong rapport with customers through empathetic listening skills, understanding their unique situations, and providing tailored assistance accordingly.
Customer Service Representative
The Results Companies
07.2013 - 07.2014
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
Customer Service Representative
Accenture Inc. Philippines
10.2012 - 04.2013
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service Representative
Sutherland Global Services INC.
12.2011 - 10.2012
- (Intuit Quickbooks and McAfee)
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Bachelor of Science - Nursing
Tarlac State University
Tarlac City, Province Of Tarlac, Philippines 06.2005 - 04.2009
Skills
Customer service
Branch operations management
Relationship building
Relationship building and management
Employee monitoring
Trainings And Certificates
- DISCOVERY WORKSHOP (Iam+), BGC Taguig City, 07/09/16 - 07/10/16
- PEDIATRIC PULMONARY CARE, Pulmonary Assessment, Asthma, Oxygen Therapy, University of Cordilleras Theater, Baguio City, 07/09/06
- Complementary Medicine Acupuncture, Lucinda Campus Amphitheater, Tarlac State University, 08/30/06 - 09/01/06
- Confronting Ethico-Legal Issues in the Delivery of Health Care Services, Tarlac National Highschool, Tarlac City, 02/15/08
- Nursing Head-to-Toe Assessment, Assessing Cardiac Functions in Knowing its Significant Clinical Manifestations, Mastering the skills in Assessing Pulmonary Functions, Special Manifestations of Pulmonary Diseases (Care and Management), Diwa ng Tarlak Convention Center, Tarlac City, 08/03/08
- Nursing Practice Training, Immaculate Concepcion Polyclinic and Hospital, Concepcion, Tarlac, 01/01/10 - 07/31/10
- Call Center Training, Southern Luzon Technological College Foundation INC., Legazpi City, 04/01/11 - 05/31/11
- Call Center Training, Sutherland Global Services, Legazpi City, 09/01/11 - 11/30/11
Personal Information
- Age: 36
- Date of Birth: 04/29/88
- Nationality: Filipino
- Religion: Roman Catholic
Timeline
Branch Manager
Alliance in Motion Global Inc.
04.2016 - Current
Phone Banker 1
Wells Fargo EGS
01.2016 - 04.2016
Customer Service Representative
The Results Companies
07.2013 - 07.2014
Customer Service Representative
Accenture Inc. Philippines
10.2012 - 04.2013
Customer Service Representative
Sutherland Global Services INC.
12.2011 - 10.2012
Bachelor of Science - Nursing
Tarlac State University
06.2005 - 04.2009
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