Ma. Eliza Bernadette Querijero
Paranaque City, Province of Rizal
Summary
Operations professional with extensive experience in operational management. Ready to leverage expertise to drive business performance. Skilled in developing and implementing process improvements, fostering a collaborative environment to achieve organizational goals. Reliable team player with a focus on adaptability and delivering targeted results. Proficient in strategic planning and optimizing operational efficiency. Well-versed in outbound and inbound sales, customer service, technical support, training, quality, and operations.
Overview
5
5
years of professional experience
Work History
Operations Process Manager
Reliasourcing
04.2023 - 08.2024
- Developed and implemented Standard Operating Procedures (SOPs) and streamlined processes across the organization, including scorecards, Performance Improvement Plans (PIPs), Quality Assurance (QA) processes, Zero-Touch Processes (ZTP), call strategies, etc
- Provided comprehensive support for Sales, Financial Customer Service (CS), and Gaming campaigns, ensuring successful execution and meeting campaign objectives
- Managed the Training Team, overseeing curriculum development and conducting classroom observations to ensure effective training delivery and skill enhancement
- Spearheaded the Leadership and Mentorship Program, creating a curriculum from inception to implementation, and training leaders and Subject Matter Experts (SMEs) to foster talent development and leadership growth
- Engineered automated templates for performance tracking and analysis, optimizing data-driven decision-making processes and enhancing efficiency
- Designed and implemented a streamlined process for recruitment, hiring, and talent profiling, ensuring a seamless and effective hiring pipeline to meet organizational needs
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
Assistant Manager Training
Teleperformance
01.2022 - 03.2023
- Managed development, scheduling, and implementation of training programs for BPO employees.
- Provided necessary resources and guidance for effective trainer performance.
- Developed and revised training materials, modules, and curricula for the BPO industry and clients.
- Provide individual coaching to employees, boosting their skills and knowledge.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
Sales Trainer
Teleperformance
12.2020 - 12.2022
- Served as a trainer across a range of accounts, including healthcare, Outbound Sales, Customer Service, Retention, and Technical Support
- Conducted engaging and effective training sessions, ensuring full comprehension of materials and skills.
- Utilized various training techniques and tools to encourage active learning.
- Facilitated continuous improvement by conducting upskilling sessions.
- Evaluated communication skills of applicants in collaboration with recruiters to determine campaign requirements.
- Facilitated targeted call listening sessions for both newly hired and seasoned agents.
- Improved overall team performance by conducting regular assessments and providing constructive feedback on individual progress.
- Provided ongoing support to sales teams by acting as a resource for product knowledge, industry news, competitive analysis, and performance enhancement strategies.
- Training new hires and tenured agents on product updates and tools especially CRMs like Zendesk, hubspot and salesforce.
Sales Supervisor
Teleperformance
11.2019 - 12.2020
- Monitored daily sales performance and provided feedback to each team member.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Achieved sales targets consistently through regular coaching, call monitoring, performance monitoring and adjusting strategies accordingly.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Communicated customer feedback and complaints to team members to promote proper resolution.
Provider Specialist
Teleperformance
05.2019 - 11.2019
- Process and review medical claims for accuracy, adherence to insurance policies, and compliance with healthcare regulations
- Assign appropriate medical codes for procedures and services, ensuring accurate billing and insurance reimbursement
- Provide exceptional customer service to patients, healthcare providers, and insurance companies, addressing inquiries and concerns
- Ensure adherence to healthcare regulations, privacy laws (HIPAA), and insurance company policies to protect patient data and financial information
- Analyze complex claim issues and discrepancies, and develop solutions to resolve them effectively
- Collaborate with healthcare providers and insurance companies to resolve issues related to claims, payments, and patient information
Education
Bachelor's Degree - Accounting and Business/Management
Technological Institute of the Philippines
01.2019
Senior High School - Accounting and Business/Management
Pamantasan ng Lungsod ng Maynila
05.2018
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Relationship building
- Sales team training
- Goals and performance
- Verbal and written communication
- Client relationship management
- Strategic planning
- Employee onboarding
Accomplishments
- Earned the "TP Hero" Award in 2022 for being a frontliner during the pandemic, where I managed and led the deployment of PCs for the transition to a new work setup.
- Used Microsoft Excel to develop performance tracking spreadsheets.
- Supervised a team of 50 employees, consisting of both on-site and work-from-home agents.
- Created an automated recruitment workflow using Monday.com
- Awarded “Employee of the Year” in 2023.
- Created a communication skills assessment and scoring sheet for applicants.
Awards
- Graduated with Honor, Pamantasan ng Lungsod ng Maynila, 05/01/18, Achieved graduation with honors from Pamantasan ng Lungsod ng Maynila, maintaining an outstanding average grade of above 90% by consistently excelling in all subjects.
- New Trainers Development Certification, Teleperformance, 03/01/21, The NTDC (New Trainers Development Certification) is a certification conferred upon trainers who have successfully completed rigorous training in coaching and facilitation skills.
- TP Heroes, Teleperformance, 06/01/20, The 'TP Heroes' award is bestowed upon individuals who significantly contributed to the company during the early stages of the pandemic.
Languages
English
Bilingual or Proficient (C2)
Filipino
Bilingual or Proficient (C2)
Timeline
Operations Process Manager
Reliasourcing
04.2023 - 08.2024
Assistant Manager Training
Teleperformance
01.2022 - 03.2023
Sales Trainer
Teleperformance
12.2020 - 12.2022
Sales Supervisor
Teleperformance
11.2019 - 12.2020
Provider Specialist
Teleperformance
05.2019 - 11.2019
Senior High School - Accounting and Business/Management
Pamantasan ng Lungsod ng Maynila
Bachelor's Degree - Accounting and Business/Management
Technological Institute of the Philippines
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