Linley Constantino Navotas
Operations Associate, Analyst
Pasay City
Summary
Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.
Developed skills in process optimization and project coordination within fast-paced operational environment. Known for effective communication and results-driven approach. Seeking to transition into new field where these transferrable skills can drive impactful outcomes.
Overview
18
18
years of professional experience
Work History
Operations Specialist, Analyst
Wells Fargo, NA
03.2020 - Current
- I belong to a team that identify bottlenecks or problems in operations and finding solutions to ensure that the business runs smoothly.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
- Successfully managed multiple projects simultaneously while adhering to deadlines.
- Listen to calls to help AI with scripting and understanding trends, typically involves analyzing customer interactions to improve automation and enhance AI's responses and detect recurring patterns.
- Adjusting the script bases on real conversations helps ensure the AI understands and responds correctly to various scenarios.
Customer Service Representative
Wells Fargo, NA
11.2016 - 03.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Letter Coding -Pharmacy Department
Expert Global Solutions
09.2012 - 12.2015
- Responsible for logging the rules to be tested for each month and maintain a certain quantity set by clients.
- Worked effectively in fast-paced environments.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Paid attention to detail while completing assignments. Create a flowchart or rues to interpret according to clients specification.
- Adaptable and proficient in learning new concepts quickly and efficiently. Gather and review rule matrix in preparation for traceability meeting to discuss the issues on testing.
Customer Service Representative - Coverage Review
Expert Global Solutions Inc.
10.2006 - 09.2012
- Provides assistance in the Prior Authorization request for the patients' medication.
- Assisting pharmacist or Doctors' office if issues were encountered for medications that required Prior authorization.
- Responsible for the verification of the prescriber and patients' eligibility.
- Cross-trained and provided backup support for Pharmacy Services department.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor's Degree - Computer Engineering
Central Colleges of the Philippines
Skills
Operations coordination
Operational efficiency
Project Coordination
Process documentation
Multitasking
Analytical thinking
Time management
Active listening
Continuous improvement
Attention to detail
Written communication
Effective communication
Risk mitigation
Major Strengths
- Ability to establish and maintain a harmonious working relationship with co-workers, staff, and external contacts as well as work effectively in a professional team environment.
- Considerable leadership skills and proficiency in negotiating issues and resolving problems.
- Effective verbal and written communication skills, including active listening skills and presentation skills.
- Keen attention to detail in collecting and analyzing complex data, evaluating information and systems, and drawing logical conclusions.
- High proficiency in using word processing in preparing reports, memos, summaries, and analyses.
Personal Information
- Gender: Female
- Marital Status: Single
Timeline
Operations Specialist, Analyst
Wells Fargo, NA
03.2020 - Current
Customer Service Representative
Wells Fargo, NA
11.2016 - 03.2020
Letter Coding -Pharmacy Department
Expert Global Solutions
09.2012 - 12.2015
Customer Service Representative - Coverage Review
Expert Global Solutions Inc.
10.2006 - 09.2012
Bachelor's Degree - Computer Engineering
Central Colleges of the Philippines