Salesforce
Hi, I’m
Lovely Iñigo
Business Development Supervisor | Training & Quality Lead
Summary
Results-driven professional with extensive experience in communications training, quality analysis, talent acquisition, and customer experience. Skilled in developing and implementing strategic initiatives to enhance service quality, optimize workflows, and drive business growth. Demonstrated expertise in process improvement, performance coaching, and team mentoring, resulting in measurable results in customer engagement and operational efficiency. Experienced across diverse industries including telecommunications, financial services, healthcare, e-commerce, and travel & hospitality accounts.
Overview
13
years of professional experience
8
Certifications
1
Language
Work History
XMC, Inc.Pasig, NCR
Business Development Supervisor
08.2023 - 09.2024
Job overview
- Developed and implemented strategic sales initiatives using CRM systems Salesforce and Zoho, leading to a 20% increase in revenue within the first quarter
- Managed and mentored a team of business development executives using Five9 to enhance performance and meet sales targets
- Built and maintained strong client relationships through Twilio-powered communication, ensuring customer satisfaction and fostering long-term partnerships
- Oversee the day-to-day operations of the team, ensuring that all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met
- Utilized Boolean search techniques for lead generation, resulting in an expanded database of high-quality prospects
- Collaborated with marketing, sales, and leadership teams using Slack, Skype, MS Teams, and Zoom to align business strategies with organizational goals
- Increased client base by identifying new business opportunities and developing strategic partnerships.
- Evaluated performance metrics regularly, implementing necessary adjustments for continuous improvement.
XMC, Inc.Pasig, NCR
Training & Quality Lead
08.2023 - 09.2024
Job overview
- Designed and implemented training programs using Google Suite and Canva to improve sales performance, resulting in a 15% increase in conversion rates
- Conducted quality audits utilizing NICE CxOne to ensure compliance with sales standards and provided actionable feedback for improvement
- Delivered refresher training sessions to enhance the team's sales techniques and product knowledge using Google Suite, Slack, and Skype for collaboration
- Collaborated with operations, sales, and leadership teams to optimize workflows and service quality
- Developed and refined QA scorecards to assess compliance, communication skills, accuracy, and adherence to firm policies
- Designed and implemented process improvements to enhance overall efficiency and client experience
- Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
- Led a team of quality analysts to ensure consistent adherence to industry standards and company policies.
Full Potential SolutionsPasig, NCR
Quality Assurance Analyst
01.2020 - 08.2023
Job overview
- Evaluated customer interactions using NICE CxOne to ensure compliance with company and client-specific quality standards
- Identified trends and areas for improvement, providing data-driven insights using ServiceNow
- Conducted one-on-one coaching sessions and delivered constructive feedback to agents via RingCentral
- Developed and implemented training initiatives using Canva to enhance service quality and agent performance
- Collaborated with leadership via Slack and MS Teams to refine quality assurance processes and improve customer experience
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Full Potential SolutionsPasig, NCR
Business Development Executive
01.2020 - 08.2023
Job overview
- Researched and analyzed market trends using Atlas.so to identify potential sales opportunities
- Established and maintained relationships with key clients via 3CX, contributing to a 15% increase in customer retention
- Assisted in the creation and execution of sales and marketing campaigns using Canva to enhance brand visibility and generate leads
- Identified and pursued high-value sales opportunities, increasing client acquisition by 25% through targeted outreach and ServiceNow-powered market research
- Applied Boolean search strategies in sourcing high-value leads, improving conversion rates
- Worked closely with internal teams using Google Suite and Slack to ensure seamless project implementation and successful client onboarding
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Communicated directly with customers and partners to build strong business networks and relationships.
Full Potential SolutionsPasig, NCR
Subject Matter Expert | Consumer Experience Expert
01.2020 - 08.2023
Job overview
- Provided expert guidance and support to improve customer interactions and resolution strategies while ensuring compliance with company policies and industry standards
- Provided high-quality customer service through Five9-powered inbound and outbound calls, ServiceNow email, and Twilio chat, ensuring timely and effective issue resolution
- Identified and pursued high-value customer service strategies, improving client retention by 20%
- Developed and executed training programs using Google Suite to enhance first-call resolution rates by 15%
- Led quality assessments utilizing NICE CxOne and workflow optimizations, aligning processes with client standards
- Collaborated with management and clients via Slack to refine operational procedures, driving efficiency gains
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
Full Potential SolutionsPasig, NCR
Intake Specialist
01.2020 - 08.2023
Job overview
- Handled inbound and outbound calls to assess claimants' eligibility for disability benefits while ensuring compliance with legal and procedural standards
- Conducted structured interviews with claimants via Five9 to determine qualification for Social Security Disability benefits
- Navigated through ServiceNow to complete application forms, gathering personal, medical, and work history
- Provided excellent customer service by addressing claimants' concerns and inquiries through Twilio-powered communication
- Maintained accurate and detailed case records using Google Suite for efficient tracking and follow-ups
PSG Global SolutionsMakati, NCR
Senior Technical Recruiter
02.2018 - 01.2019
Job overview
- Managed end-to-end recruitment processes, including candidate sourcing, screening, and interview coordination to fill critical roles within various industries
- Sourced and screened candidates using ATS systems such as Oracle
- Applied Boolean search strategies to enhance sourcing efforts and identify top talent efficiently
- Conducted pre-assessment calls and coordinated interviews using RingCentral and 3CX, improving hiring efficiency
- Developed targeted recruitment strategies, increasing the candidate pipeline by 30%
- Spearheaded employer branding initiatives that showcased company culture and attracted top industry talent.
UnitedHealth GroupQuezon City, NCR
Communications Trainer
09.2015 - 02.2018
Job overview
- Developed and facilitated communication training programs for Tier 1 representatives to enhance service quality and efficiency
- Led training sessions using Microsoft Office and Google Suite to improve communication skills and service delivery
- Conducted quality audits using NICE CxOne and coaching sessions that enhanced overall team performance
- Designed and implemented development programs, contributing to a 20% increase in agent efficiency
- Coached employees one-on-one to address specific communication barriers impacting their job performance or career advancement opportunities.
- Conducted post-training follow-ups with participants to ensure long-term success and ongoing development of communication skills.
UnitedHealth GroupQuezon City, NCR
Claims Specialist & Benefit Advocate
09.2015 - 02.2018
Job overview
- Provided expert guidance to members on healthcare benefits and claims processes to ensure a seamless customer experience
- Assisted members in navigating healthcare benefits, resolving claims issues, and coordinating provider appointments using ServiceNow
- Delivered high-touch customer service through Cisco and Avaya, increasing customer satisfaction ratings by 15%
- Provided education on claim statuses and assisted in prior authorization processes, improving service resolution times using Google Suite and Slack for collaboration
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
TELETECHQuezon City, NCR
Customer Service Representative
01.2014 - 12.2015
Job overview
- Handled customer inquiries and provided solutions regarding banking services, account management, and fees
- Assisted in evaluating the best type of accounts suitable to customers' lifestyles using ServiceNow
- Maintained up-to-date knowledge of bank policies regarding services and fees using Google Suite
- Improved member satisfaction through expert and timely resolution of concerns using Cisco and Avaya-powered voice and chat support
STARTEKMakati, NCR
Customer Service & Technical Support Representative
01.2013 - 12.2014
Job overview
- Provided customer service and technical support to resolve issues related to mobile devices, plans, and network connectivity
- Assisted customers with concerns about plan updates and services via Five9
- Provided basic troubleshooting for mobile devices and network connection issues using ServiceNow
- Delivered a high volume of unit sales and plan upgrades, exceeding monthly targets
- Managed and educated customers about billing concerns using Cisco and Avaya-powered communication
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
BOTANICA HEALTH & WELLNESS INC.Quezon City, NCR
Business Development Consultant
01.2012 - 12.2013
Job overview
- Scheduled and maintained the executive calendar using Google Suite
- Managed the departmental team calendar to ensure smooth coordination of internal activities
- Organized and managed executive and department travel plans, including logistics and accommodations
- Orchestrated all operational functions, including award ceremonies, executive meetings, and recognition events
- Maintained email correspondence and partnered with professional and personal stakeholders to optimize communication
- Created and maintained a detailed internal department contact list using Google Sheets, tracking client names, business emails, contact details, and physical addresses
- Managed the company's social media pages and websites, creating content and scheduling posts using Microsoft Office
- Set up appointments for meetings and other business-related events, ensuring efficient time management and coordination
Education
Far Eastern UniversityManila, Metro Manila, Philippines
Bachelor of Science from Nursing
04-2011
Skills
Communication & Training Development
Certification
Lean Six Sigma Black Belt Certification, Project Management Institute, 2024
Achievements And Recognitions
- MVP Trainee, 2015, UNITED HEALTH GROUP
- Social Media Queen, 2016, UNITED HEALTH GROUP
- ACE Trainer of the Quarter, 2016, UNITED HEALTH GROUP
- Commendation Queen, 2020, FULL POTENTIAL SOLUTIONS
- QA Rockstar with 100% Quality Score, 2022, FULL POTENTIAL SOLUTIONS
Technical And Soft Skills
- CRM: Salesforce, Oracle, Zoho
- ATS & Resume Screening
- Boolean Search Techniques for Sourcing & Lead Generation
- Phone, Email & Chat Etiquette
- MS Office | Canva | Google Suite | Zoom
- Observation & Decision Making
- Critical Thinking & Root Cause Analysis
- Multitasking & Data Entry
- Ticketing Systems: ServiceNow, Atlas.so, NICE CxOne
- Dialers: Five9, RingCentral, Twilio, 3CX, VICIdial, Cisco, Avaya
Software
Zoho
Oracle
Zendesk
Hubspot
Google Suite
Microsoft Office
Canva
Skype
Slack
Zoom
MS Teams
ServiceNow
Atlasso
NICE CXOne
Five9
RingCentral
Dialer360
Twilio
3CX
VICIDial
Cisco
Avaya
Timeline
Business Development Supervisor
XMC, Inc.
08.2023 - 09.2024
Training & Quality Lead
XMC, Inc.
08.2023 - 09.2024
Quality Assurance Analyst
Full Potential Solutions
01.2020 - 08.2023
Business Development Executive
Full Potential Solutions
01.2020 - 08.2023
Subject Matter Expert | Consumer Experience Expert
Full Potential Solutions
01.2020 - 08.2023
Intake Specialist
Full Potential Solutions
01.2020 - 08.2023
Senior Technical Recruiter
PSG Global Solutions
02.2018 - 01.2019
Communications Trainer
UnitedHealth Group
09.2015 - 02.2018
Claims Specialist & Benefit Advocate
UnitedHealth Group
09.2015 - 02.2018
Customer Service Representative
TELETECH
01.2014 - 12.2015
Customer Service & Technical Support Representative
STARTEK
01.2013 - 12.2014
Business Development Consultant
BOTANICA HEALTH & WELLNESS INC.
01.2012 - 12.2013
Far Eastern University
Bachelor of Science from Nursing
2011.01
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