Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Timeline
Generic
Novie Joy Catapang

Novie Joy Catapang

Taguig City

Summary

Dynamic and results-driven professional with a proven track record in team leadership and management. Specializes in overseeing SME & Escalation teams and agents, driving performance and achieving operational excellence. Experienced in fostering collaborative work environments and implementing strategic initiatives aligned with organizational goals. Known for leading high-performing teams, increasing productivity and efficiency through coaching, mentorship, and process optimization. Operations professional with expertise in process optimization and team management, consistently meeting organizational goals. Highly reliable, adaptable, and committed to fostering a collaborative work environment. Skilled in resource allocation and performance monitoring.

Overview

11
11
years of professional experience

Work History

Operations Supervisor

Google
05.2021 - 03.2025


  • Acted as the point of contact for the Operations Manager whenever she was out of the office, taking over responsibilities and leading the weekly business review meetings to ensure continuous operational oversight and strategic alignment.
  • Managed customer service operations, resolving escalated issues and ensuring a high level of customer satisfaction.
  • Supervised daily operations, ensuring adherence to company policies and procedures.
  • Mentored team members, fostering skill development and improving overall performance.
  • Implemented process improvements that reduced turnaround times and increased service reliability.
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.

Subject Matter Expert

Telephilippines - Google
12.2021 - 02.2022
  • Provided expert guidance to customer-facing agents, assisting them in troubleshooting account issues and ensuring they delivered accurate information and effective resolutions.
  • Conducted training sessions and created resources to help agents understand best practices for ad management and optimization.
  • Collaborated with cross-functional teams to resolve complex technical issues efficiently.

Customer Support

Google
09.2021 - 11.2021
  • Assisted customers in troubleshooting issues with their Google Local Service Ads, ensuring optimal performance and minimal downtime.
  • Guided customers on optimizing their accounts to receive high-quality leads and avoid unnecessary charges, enhancing their ROI.
  • Provided exceptional support to customers, addressing inquiries and resolving issues efficiently.
  • Created resources to help customers understand best practices for ad management and optimization.
  • Analyzed customer account data to identify trends and recommend improvements for better ad performance and cost management.

Customer Support

Barclays
05.2021 - 08.2021
  • Handled credit card application processes, providing support to customers from initial inquiry through approval.
  • Addressed customer inquiries and concerns related to credit card products, ensuring accurate and timely information.
  • Ensured all applications were completed accurately and complied with regulatory standards and bank policies.
  • Built strong customer relationships by delivering exceptional service and resolving issues efficiently.
  • Managed customer data and application records, maintaining confidentiality and data integrity.

Medical Secretary

St. Luke's Medical Center - Global City
12.2013 - 04.2021
  • Managed patient scheduling and appointment coordination to optimize office workflow.
  • Processed medical records and documentation ensuring accuracy and compliance with regulations.
  • Facilitated communication between patients, healthcare providers, and insurance companies to resolve inquiries.
  • Utilized electronic health record systems for data entry, retrieval, and maintenance of patient information.
  • Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Reduced wait times for patients by effectively coordinating lab tests, imaging studies, and consultations with other healthcare providers.
  • Proactively ordered supplies and maintained inventory levels to avoid shortages that could disrupt daily operations or patient care services.
  • Maintained welcoming and organized reception area, contributing to positive first impression for patients.

Education

Bachelor of Arts - Radio And Television Broadcasting

Polytechnic University of The Philippines
Santa Mesa, Metro Manila, Philippines

Skills

  • Team leadership
  • Efficiency enhancement
  • Client relations management
  • KPI analysis and reporting
  • Collaborative project coordination
  • Strategic issue resolution
  • Customer support expertise
  • Accurate data handling
  • Team leadership
  • Effective task delegation
  • Operational performance tracking
  • Operational efficiency management
  • Appointment management

References

Arjean May Calma, 09064193611, Telephilippines

Aaron Jay Naron, 09515177521, Telephilippines

Hobbies and Interests

Hiking, Solo Backpacking, Sing & Dance, Cooking

Timeline

Subject Matter Expert

Telephilippines - Google
12.2021 - 02.2022

Customer Support

Google
09.2021 - 11.2021

Operations Supervisor

Google
05.2021 - 03.2025

Customer Support

Barclays
05.2021 - 08.2021

Medical Secretary

St. Luke's Medical Center - Global City
12.2013 - 04.2021

Bachelor of Arts - Radio And Television Broadcasting

Polytechnic University of The Philippines

Similar Profiles

CREATE PROFILE
Novie Joy Catapang