Marjorie Brosas-Gabriel
Las Pinas City
Summary
My diverse qualifications exemplify a comprehensive blend of skills essential for roles in Executive Partnership, positioning me as a valuable asset capable of driving performance excellence and fostering continuous improvement within any organization. My technical proficiency spans across MS Office tools, Google applications, various communication channels enabling me to leverage technology effectively for data analysis, reporting, and process optimization.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Team Lead & Escalations
Wells Fargo EGS - Philippines & India
Taguig City
6 2016 - 3 2024
- Maintain accurate records and documentation according to internal and external policies.
- Directed and supervised team of 2 people engaged in account related issues and their correction & development
- Explored new tools and technologies that enhanced capabilities of team members while enabling seamless collaboration across departments
- Coached team members in techniques necessary to complete job tasks
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Generated reports detailing findings and recommendations
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism
- Held weekly team meetings to inform team members on company news and updates
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations
- Mentored and guided employees to foster proper completion of assigned duties
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities
- Trained new team members by relaying information on company procedures and safety requirements
- Influenced positive change within organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives
- Worked different stations to provide optimal coverage and meet production goals
- Collected, arranged, and input information into database system
- Frequently inspected production area to verify proper equipment operation
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency
- Gathered, organized and input information into digital database
- Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for organization
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Influenced positive change within organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives
- Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
Reporting Analyst
Concentrix (formerly Convegy’s; formerly Stream Global Services)
Makati City
2012.05 - 2015.05
- Decreased overall error rate 98% by accurately and effectively maintaining all required databases, spreadsheets, and tracking mechanisms
- Identify any discrepancies or gaps between quality objectives and actual performance
- Take proactive measures to address discrepancies and improve overall performance
- Focus on Agent Performance and Consumer Response: Focus analysis and reporting efforts on both agent performance and consumer response to products/services
- Identify trends in agent behavior and consumer feedback to drive continuous improvement efforts
- Ensure alignment between agent performance metrics and customer satisfaction metrics
- Monitoring Progress and Effectiveness: Continuously monitor and track progress and effectiveness of quality improvement projects
- Use data-driven insights to evaluate impact of implemented initiatives and make adjustments as needed
- Provide regular updates and reports on status of quality projects to relevant stakeholders
- Promotion of Quality Measures: Promote clear understanding of importance of quality measures and control within customer service and support industry
- Educate team members and stakeholders on benefits of quality improvement initiatives and encourage their active participation
- Foster culture of continuous improvement and accountability towards quality standards.
- Decreased overall error rate 5% by accurately and effectively maintaining all required databases, spreadsheets, and tracking mechanisms
- Created visually appealing dashboards that effectively communicated key metrics to stakeholders
- Coordinated monthly meetings to discuss resolutions for exception reporting
- Used pivot tables to update AR aging reports on weekly basis
- Assisted in development of long-term strategies based on thorough understanding of data trends and patterns observed in reports
- Developed customized reports, summarizing and presenting data in visually appealing format
- Used MS Excel Access to generate required reports and optimize query creation
- Ensured data integrity by performing regular audits on reports, leading to increased trust in information presented
- Resolved variances in performance reports through root cause analysis and review of internal performance reports
Sales Quality Team Lead; Financial Acct - QA Analyst; Customer & Technical Support
Foundever (formerly Sykes Asia, Inc.)
Makati City
2003.01 - 2012.02
- Act as backup for Quality Manager in their absence, ensuring continuity of operations
- Organize and facilitate routine calibration sessions with Quality Coaches to ensure consistency and accuracy in evaluations
- Performance Monitoring and Objective Setting: Monitor performance of Quality Coaches and update their records regularly
- Collaborate with Quality Manager to develop team objectives and ensure alignment with organizational goals
- Customer Phone Assistance: Provide direct assistance to customers over phone, addressing their inquiries, concerns, and requests in professional and courteous manner
- Training Pool Member (Subject Matter Expert): Serve as Subject Matter Expert (SME) for training associates on product knowledge, processes, and procedures
- Offer guidance and support to training associates during their learning process, answering questions and providing clarification as needed
- Performance Evaluation and Coaching: Review call transactions of trainees, either remotely or through side-by-side monitoring, to assess their performance
- Prepare qualitative and/or quantitative reports on attendance, quality, and sales performance of trainees on daily, weekly, and monthly basis
- Provide in-depth assistance and coaching to trainees who require retraining or improvement in their performance
- Training and Development: Undergo extensive training in handling people/associates and monitoring calls for quality assurance purposes
- Contribute to development and improvement of training materials, processes, and methodologies based on expertise and experience
- Quality Assurance and Improvement: Play role in ensuring that associates meet quality standards and adhere to company policies and procedures
- Offer insights and recommendations for enhancing quality of customer service delivery and sales effectiveness.
- Managed over 100 calls per day, ensuring efficient and effective customer service. conducted quality control over 50 calls daily, identifying "Fatal Errors" and working closely with team managers, trainers, and agents to devise solutions. This collaboration involved creating scripts that adhered to regulatory standards, enhancing overall compliance and service quality. By consistently monitoring call quality and proactively addressing issues, helped maintain high performance standards and regulatory compliance within team.
- Worked well in team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Proved successful working within tight deadlines and fast-paced environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Education
Bachelor of Accountancy - Accounting
Lyceum of The Philippines University
Manila, Philippines 1994.06 - 1998.05
Skills
MS Office & Google tools
Phone1
+639 988 824390
References
- Gino Hornilla, Quality & Data Manager, Globe Telecom, (0917) 631 0955
- Jenny Enraca Puno, Customer Service Senior Manager, Wells Fargo, (0917) 561 1095
- Ivy Roque, Service Director - APAC, Mastercard, (0917) 514 9161
Timeline
Reporting Analyst
Concentrix (formerly Convegy’s; formerly Stream Global Services)
2012.05 - 2015.05
Sales Quality Team Lead; Financial Acct - QA Analyst; Customer & Technical Support
Foundever (formerly Sykes Asia, Inc.)
2003.01 - 2012.02
Bachelor of Accountancy - Accounting
Lyceum of The Philippines University
1994.06 - 1998.05
Team Lead & Escalations
Wells Fargo EGS - Philippines & India
6 2016 - 3 2024
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