MARY ELOUISE ROSAL
Talisay City, Province Of Cebu
Summary
Experienced Manager with a proven Total Quality Management and Healthcare Operations track record. Led global quality teams, managed data analytics, and spearheaded process improvement initiatives for different accounts. Skilled in client relationship management, performance enhancement, and cross-functional collaboration, delivering impactful results across large-scale teams and complex projects.
Overview
20
20
years of professional experience
Work History
Helpdesk Executive
Craftex
01.2025 - 03.2025
- Provided exceptional customer support by efficiently managing and resolving tickets in Freshdesk, ensuring prompt issue resolution and client satisfaction.
- Compiled and analyzed engineers' time logs and job hours, generating detailed reports for accurate tracking and payroll processing.
- Effectively coordinated engineers' schedules for site visits, job requests, and service appointments, optimizing workflow and resource allocation.
- Managed hotel accommodations and travel arrangements for engineers assigned to machine inspections and repairs, ensuring hassle-free logistics.
- Processed and tracked orders for machines, spare parts, and related equipment, ensuring timely procurement and delivery.
- Accurately logged and documented client requests for machine inspections, installations, and repairs, facilitating efficient service execution.
- Maintained and updated the CRM system, ensuring client records remained accurate and up to date for seamless communication and service delivery.
- Proactively conducted client outreach to schedule routine machine maintenance, enhancing equipment longevity and minimizing downtime.
Customer Experience Manager
Retail
11.2023 - 08.2024
- Managed a team handling orders across Shopify, TikTok Shop, Amazon, and Walmart
- Oversaw the processes for returns, chargebacks, replacements, and refunds
- Supervised the customer experience team managing chats, emails, SMS, and voice calls
- Monitored KPIs, generated reports, and performed data analytics
- Developed SOPs, work instructions, data dashboards, and implemented tools for data enhancement, including AI solutions
- Managed backorders and order cancellations, store credits, gift cards and refunds
Service Delivery Manager - Total Quality Management
Cognizant Technology Solutions
01.2021 - 08.2023
- Managed the Quality Team and Data Analytics for a Healthcare Account
- Built and developed quality programs for various lines of business for Members and Provider Services, encompassing Medicaid, Medicare, Commercial Plans, in various channels like Chat Programs, Email, and other Correspondence
- Managed the Global and Data Analytics Team, with a focus on Quality, CSAT, and SLA Reporting
- Maintained and managed direct client relationships and communication channels for process improvement, process changes, and all quality-related tasks
- Collaborated with clients in preparing State requirements for process compliance
- Worked alongside Operations to develop programs and quality training initiatives for performance improvement
Customer Service Manager
LED Lighting Company
09.2022 - 04.2023
- Effectively conveyed product and marketing information to customers and created and organized data for marketing analysis
- Managed customer feedback to improve the company's effectiveness and exceeded customer expectations
- Worked on escalated issues and resolved them by collaborating with different teams and departments
- Collaborated with the Products Team, Sales Team, and Supplies Team to ensure orders were fulfilled
- Created SOPs, Guidelines, and Process Maps and developed process improvement strategies
- Maintained the company database, created reports, and conducted data analysis for the team
- Managed staff for Quotation, Sales and Order, Technical Support, Warranties and Replacements, and International Distributors
- Oversaw the overall management of all customer service and support for the company
- Served as the primary point of contact for all matters related to tools, including system setup, access requests, and system integration
Data Manager
Real Estate Company
06.2020 - 12.2020
- Monitored lists, dispatching appointments to members, reviewing feedback and ratings to determine the status of appointments/leads, and supporting follow-ups on members
- Managed lists on a daily basis, planning and organizing them for call centers to use in reaching out to set appointments
- Conducted call quality audits, monitoring appointment setters, homeowners, and prospective members
- Updated sales sheets and computed payroll by recording all transactions for each salesperson
- Investigated listings by searching and reviewing previous appointments and leads to verify the accuracy of reported listings and ensure appropriate commission payments
- Managed and responded to complaints lodged with the Better Business Bureau (BBB)
Team Manager - Healthcare Operations
Cognizant Technology Solutions
10.2018 - 10.2020
- Oversaw a US-Based Healthcare Insurance program, managing a team ranging from 150 to over 200 employees, ensuring adherence to Service Level Agreements and tracking, monitoring, and delivering Key Performance Indicators
- Managed day-to-day operations, including equipment procurement, staffing, efficient resource allocation, seat planning, and implementation of Business Continuity Plans as necessary
- Conducted needs assessments, performance evaluations, and cost/benefit analyses
- Collaborated directly with clients, Subject Matter Experts, Trainers, Team Leaders, and other departments to address process-related and daily operations concerns and issues
- Conducted interviews and account validation, assessed applicants, and strategized recruitment plans
Team Leader - Healthcare Operations
Cognizant Technology Solutions
09.2016 - 10.2018
- Managed the customer Service team for Member Services, addressing inquiries related to Healthcare Insurance enrollment, benefits, eligibility, and claims
- Oversaw a team comprising 15 to 30 advocates and subject matter experts
- Conducted Team Performance Management and Outlier Management
- Provided process training for the pilot batch covering Commercial, Medicare, Medicaid, and PPO products
- Managed employee development through coaching, mentoring, and overall performance oversight
Team Leader - Healthcare Operations
Convergys Philippines
09.2014 - 09.2016
- Handled customer Service team for Provider Services for Healthcare Insurance for Benefits, Eligibility, and Claims
- Managed a team of 15 to 30 advocates and subject matter experts
- Program POC for open tasks, service requests, and escalations, data analysis, and issue routing, monitoring, and closure
- Managed account-level misdirect reports
- Monitored the performance of individual contributors
- Managed employee development, coaching, mentoring, overall performance, and Disciplinary Actions
Team Leader - Healthcare Operations
Wipro Limited
09.2012 - 09.2014
- Supervised the customer Service team for Provider Services, addressing inquiries related to Healthcare Insurance benefits, eligibility, and claims
- Supervised a team comprising 20 to 40 advocates and subject matter experts
- Managed the transition of advocates from Process Training to Operations, ensuring adequate support and reinforcing knowledge transfer
- Oversaw the NDC (National Drug Coding) Team, including creating training documents, maintaining SLAs, and engaging directly with clients to address ongoing issues, assess program performance, and propose process improvements
- Monitored the performance of individual contributors
- Handled employee development, coaching, mentoring, overall performance management, and disciplinary actions
Customer Service Expert
Convergys Philippines
10.2004 - 04.2012
- Provided frontline Customer Support for a US-based Telecommunication account, addressing customer billing inquiries and disputes, offering basic technical support, facilitating customer retention, and assisting with sales
- Presented value-added products to customers to optimize plan usage and elevate customer satisfaction
- Conducted customer outreach to address unresolved issues and engage with dissatisfied customers
- Handled plan changes and escalated issues related to plan adjustments
Education
Bachelor of Science - Civil Engineering
Holy Name University
Bachelor of Science - Electronics and Communications Engineering
Holy Name University
Skills
- Freshdesk
- Gladly
- Kayako
- Zendesk
- Amazon Seller Central
- Shopify Order Management
- TikTok Seller Center
- Cin 7 / DEAR Inventory
- Mondaycom
- Asana
- Prospect CRM
- Salesforce
- OrderWise
- JobLogic
- Netsuite
Strengths and Expertise
- Customer Support
- CRM Management
- Quality Program Development
- SOP and WI Development
- Client Relationship
- Budget and Cost Reduction
- Data Management and Analysis
- Operations Management
- SLA Reporting and Delivery
- BCP Implementation
- Performance Management
- ECommerce Customer Support
- Project Managent
- Backorders and Inventory Management
- People Management
- Performance Management
- Calendar Management
Timeline
Helpdesk Executive
Craftex
01.2025 - 03.2025
Customer Experience Manager
Retail
11.2023 - 08.2024
Customer Service Manager
LED Lighting Company
09.2022 - 04.2023
Service Delivery Manager - Total Quality Management
Cognizant Technology Solutions
01.2021 - 08.2023
Data Manager
Real Estate Company
06.2020 - 12.2020
Team Manager - Healthcare Operations
Cognizant Technology Solutions
10.2018 - 10.2020
Team Leader - Healthcare Operations
Cognizant Technology Solutions
09.2016 - 10.2018
Team Leader - Healthcare Operations
Convergys Philippines
09.2014 - 09.2016
Team Leader - Healthcare Operations
Wipro Limited
09.2012 - 09.2014
Customer Service Expert
Convergys Philippines
10.2004 - 04.2012
Bachelor of Science - Electronics and Communications Engineering
Holy Name University
Bachelor of Science - Civil Engineering
Holy Name University
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