Ma Theresa Menpin
Pasig City
Summary
To establish a long-term career for any of these positions: Account Manager/Account Management Lead Sales Operations Coach/Team Lead Project Management Analyst Operations and Product Trainer
Dynamic professional with over 20 years of experience spanning customer service, sales, project management, and leadership support. Adept at quickly adapting to new industries and thriving in fast-paced environments. Recognized for strong skills in conflict resolution, sales and operation software utilization, and process improvement, consistently driving team productivity and operational efficiency. Proven track record of building positive client relationships, streamlining workflows, and delivering results that align with organizational goals.
Professional with strong leadership and communication skills, adept at managing teams to achieve high performance. Skilled in conflict resolution, time management, and strategic planning. Highly adaptable and reliable, known for fostering collaboration and driving results. Prepared to lead with integrity and flexibility, ensuring alignment with organizational goals.
Overview
19
19
years of professional experience
3
3
Certifications
Work History
Business Support Team Supervisor – Broking & Client Servicing Operations
Willis Towers Watson Global Benefits Center – H&B
09.2023 - 11.2025
- Execute the pre-placement, placement and post-placement activities on behalf of onshore team in the Asia Pacific Region, following agreed processes, tools and templates.
- A) Initiating the renewal activity 90/120 days prior to expiry of clients’ Health & Benefits plans
- B) Approach insurance carriers/vendors for required information and undertake data (financial, membership, invoices) processing and analysis to prepare pre-renewal reports, using agreed upon tools, standards and techniques
- C) Prepare Quote Slips and distribute bid requests (RFP) to target carriers/vendors
- D) Collect, summarize and analyze proposal findings
- E) Support the production of renewal report / prepare placement / renewal deliverables for clients
- F) Manage queries/requests from the carriers/vendors/clients or internal colleagues and escalate them when required
- G) Follow up with clients on renewal documentation and census data
- H) and ensure correctness of carrier/vendor invoice
- I) Follow regulatory procedure as defined by originating country
- Peer review team members’ work prior to delivery to clients.
- Conduct training to new colleagues and identify training needs and ensure training materials are created in collaboration with the country subject matter expert (SME)
Sr. Key Account Manager-OIC
Jobstreet.com Philippines
09.2021 - 08.2023
- Plans, leads, direct, organize and motivate sales team to achieve the overall corporate sales objectives.
- Responsible in achieving forecasted sales based on written plan of action.
- Responsible for the performance and development of the Key Account Managers.
- Prepares action plans by individuals as well as by team for effective search of sales leads and prospects.
- Conducts one-on-one review with all Account Executives to build more effective communications, to understand training and development needs, and to provide insight for the improvement of Account Executive’s sales and activity performance.
- Provides timely feedback to senior management regarding performance.
- Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
Key Account Manager
08.2017 - 09.2021
- Conducts extensive and in-depth account profiling through research and probing to support the objective of corporate clients not limited to 140 accounts.
- Proactively address and provide after-sales support to employers through strategic account management.
- Conducts client visits occasionally in the assigned territory to ensure coverage of assigned client base
- Prepare and analyze sales performance tools and reports, including trends analysis to monitor and improve sales results.
- Conduct consultancy conference with clients pertaining to cost containment measures and tailor fitting their recruitment needs
- Currently a member of Shadowboard, where in the main goal is to re-align the organizations processes and benchmark the benefits with the industry.
- Appointed as OIC for Corporate Team 2 should the Sales Supervisor will be out of office. Will oversee the team for any adhoc task and team monitorings.
Account Officer
Asalus Corporation (Intellicare)
03.2016 - 06.2017
- Manages the servicing of corporate accounts by facilitating proper administration and implementation of the healthcare program.
- Coordinates directly with the client's Human Resources personnel regarding concerns the members may have.
- Liaises, communicates and visits clients/brokers. Acting as a consultant/advisers and partners to the client.
- Performs functions that are parallel, relevant and consistent with the corporate mission, vision and values.
- Conduct consultancy conference with clients pertaining to cost containment measures and tailor fitting their healthcare program.
Customer Service Representative (Verizon)
AFNI Philippines Inc.
10.2015 - 01.2016
- Assist customers in regards to their mobile phone concerns such as billing, reconnection service, payment arrangements, upgrades, and proper recommendations on how to handle their accounts.
Assistant Manager
MJM Research Services
07.2013 - 09.2015
- Works with the General Manager on implementation of market research plans, strategies and product development efforts.
- Compiling of research materials, carrying out administrative tasks and maintaining research database
- Coordinates mail distribution and tracking, conducts market research and analysis, and initiates and supports various product lines.
- Develop and accurately maintain historical/statistical database and generate reports as requested by the General Manager. Keep accurate, up-to-date records of all projects.
- Other duties as assigned by the General Manager to contribute to the effectiveness, efficiency and growth of the company.
Customer Service Representative
Hinduja Global Solutions (American Express)
06.2013 - 01.2014
- Assist cardmembers with their credit card concerns such as disputes, billing explanation, card verification, process payments
Customer Service Specialist/Sales Coach
JP Morgan Chase & Co. (Mortgage Banking)
11.2009 - 06.2013
- Was assigned as Team POC for checking routes opened real time to ensure that complete details are included in all routes submitted by our team to prevent misdirects
- Sales Captain from January 2011-September 2012, currently handling Pod Lee in charge of monitoring offer rate and pull through rate of 14-17 CCPs as well as meet and mentor CCPs assigned to me to improve on their respective sales metrics
- Assigned to provide assistance to new hires as a floorwalker and mentor
- Rated Exceeds Expectations for 2011 Performance rating with a YTD PMP of 2.75
- Answer account inquiries such as Payoff quotes, Amortization payment, and account maintenance and Escrow Analysis
- Awarded as Top CCP for Chase Values (Collaboration Award) for first quarter 2012
Customer Service Representative (full time)
Sitel Philippines (T-Mobile UK)
07.2008 - 09.2009
- Assist customers with billing questions and disputes as well as postpaid line activation
- Team POC in generating AHT and Customer Satisfaction reports.
Customer Service Representative (full-time)
ICT Marketing Services Inc. (Equifax)
09.2007 - 01.2008
- Take inbound calls handling any credit score inquiry and credit entries
- Top CSR in Quality Scores for 3 months
Customer Service Representative
Pacific Hub Corporation (Globe Postpaid)
01.2007 - 09.2007
- Take inbound calls to answer billing inquiries and disputes
- Top CSR in Quality Scores for 6 months
- Team OIC providing floor support as well as assist in generating reports for my team
Education
Bachelor of Science - Nursing
Emilio Aguinaldo College
01.2009
Skills
- Conflict Resolution & Negotiation
- Sales Strategy & Business Development
- Project Planning & Execution
- Team Leadership & Coaching
- Process Improvement & Workflow Optimization
Certification
Certified Six Sigma Yellow Belt - Six Sigma PH
Timeline
Business Support Team Supervisor – Broking & Client Servicing Operations
Willis Towers Watson Global Benefits Center – H&B
09.2023 - 11.2025
Sr. Key Account Manager-OIC
Jobstreet.com Philippines
09.2021 - 08.2023
Key Account Manager
08.2017 - 09.2021
Account Officer
Asalus Corporation (Intellicare)
03.2016 - 06.2017
Customer Service Representative (Verizon)
AFNI Philippines Inc.
10.2015 - 01.2016
Assistant Manager
MJM Research Services
07.2013 - 09.2015
Customer Service Representative
Hinduja Global Solutions (American Express)
06.2013 - 01.2014
Customer Service Specialist/Sales Coach
JP Morgan Chase & Co. (Mortgage Banking)
11.2009 - 06.2013
Customer Service Representative (full time)
Sitel Philippines (T-Mobile UK)
07.2008 - 09.2009
Customer Service Representative (full-time)
ICT Marketing Services Inc. (Equifax)
09.2007 - 01.2008
Customer Service Representative
Pacific Hub Corporation (Globe Postpaid)
01.2007 - 09.2007
Bachelor of Science - Nursing
Emilio Aguinaldo College