RACHELLE ANN LACAP
Mexico
Summary
Experienced leader dedicated to cultivating top-performing teams through a commitment to quality, integrity, and exceptional customer service. Skilled in analyzing key performance metrics and conducting thorough root-cause analyses to drive continuous improvement. Proven track record of implementing effective strategies to address challenges and enhance performance outcomes. A collaborative and results-driven professional with expertise in project management, conflict resolution, and optimizing team performance. Ready to support and inspire team members towards success.
Overview
12
12
years of professional experience
Work History
Team Manager
Majorel (formerly Arvato)
05.2019 - Current
- Language-based transactional quality control for a Technology Client.
- Performing quality control per standard policies.
- Monitors and screens Ads posted on the social media app supported to determine best if they meet the set of guidelines and policies set by the program.
- Oversee and supervise a team of agents.
- Coach, motivate, reward, counsel and assist with disciplinary actions as necessary.
- Ensure uniform understanding and adherence to policies, procedures and company programs.
- Supervise and monitor agent attendance, performance and productivity.
- Prepare and ensure accuracy of reports.
- Ensure agents are continuously kept abreast of operational changes.
Data Analyst
SNK Media Group
09.2021 - 05.2022
- Filter bugs on generated leads on the system.
- Data analysis using the daily, weekly, and monthly reports as a basis.
- Conducting data research to assist and support fellow colleagues.
Content Moderator
Majorel (formerly Arvato)
05.2017 - 01.2019
- Review generated content submitted to an online platform.
- Monitors and screens Ads posted on the social media app supported to determine best if they meet the set of guidelines and policies set by the program.
Data Analyst
Accenture Philippines
07.2013 - 02.2017
- Handling billing and accounts receivable of several health accounts.
- Applying cash applications, refund and reconciliation.
- Creating statements of account for individual and group accounts.
- Responsible for processing write on and write off.
- Prepare and ensure accuracy of reports.
Education
Bachelor of Science - Computer Science
AMA Computer Learning College
Pampanga05-2016
Skills
- Performance coaching
- Efficiency improvement
- Team engagement initiatives
- Recruitment process facilitation
- Teamwork and collaboration
- Performance improvement mentoring
- Team development
- Time management
- MS office
Tools
Microsoft Tools, G Suite, Canva
Timeline
Data Analyst
SNK Media Group
09.2021 - 05.2022
Team Manager
Majorel (formerly Arvato)
05.2019 - Current
Content Moderator
Majorel (formerly Arvato)
05.2017 - 01.2019
Data Analyst
Accenture Philippines
07.2013 - 02.2017
Bachelor of Science - Computer Science
AMA Computer Learning College
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