Summary
Overview
Work History
Education
Skills
Personal Information
References
Timeline
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Rubylee Marcelo

Rubylee Marcelo

Manila

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

9
9
years of professional experience
4
4
years of post-secondary education

Work History

Account Supervisor

Telus International Philippines
  • I am responsible to take highly escalated calls that cannot be manage by a level 1 agent, normally we are assigned to pacify angry customers who are dissatisfied with the service, we are expected to provide the best possible resolution to address the issue.

Team Leader

Enshored
05.2021 - 02.2024
  • Takes responsibility for performance, tasks and assignments of team members. Demonstrates integrity, and professionalism and acts as a role model. Demonstrates a sense of urgency, dependability, decisiveness, and a commitment to get the job done. Consistently drives excellence of the team. Makes the effort to improve, develop and maintain credibility.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.
  • Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.

Appointment Setter

05.2023 - 09.2023
  • I am responsible to look for possible leads that can later on turn into sales, reaching out those individuals who expressed their interest in life insurance.

Fraud Analyst

Enshored
10.2019 - 09.2021
  • Handled a Digital Platform that provides digital services, Preventing possible fraud by conducting a thorough investigation and background checking both our sellers and buyers.

Senior Process Executive

Cognizant Solutions Inc
09.2019 - 03.2020
  • I am responsible for making sure that the Attending Physicians of our patients will fill out the necessary documents and provide accurate medical records ,that will determine if the claimant will be eligible for Disability claims.

ESL Teacher

51 Talk
09.2014 - 08.2019
  • ESL Teacher 51 Talk I've worked as an English online teacher where I teach Children virtually, I am responsible to share my knowledge in English with my students
  • Whether in a classroom or an online course, the tutor needs to be an expert in their area to be able to share his or her knowledge in a way that'll sink in
  • I believe that a good educator is the one who can pass along his knowledge in a clear and didactic manner.

Education

Mass Communication -

Lyceum of the Philippines University Manila
03.2010 - 05.2014

Skills

Communication skills
Leadership, problem-solving skills,
Adaptability skills
Google workspace
Goals and performance
Performance Analysis
Time management expertise,
Customer-focus training programs,
Coaching techniques, and adaptability skills

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Personal Information

Nationality: Filipino

References

  • Marineli Orcose, 09173049523, morcose@cognizant.com, Cognizant
  • Jeffrey Villavicencio, 09171536152, jvillavicencio@enshored.com, Enshored

Timeline

Appointment Setter

05.2023 - 09.2023

Team Leader

Enshored
05.2021 - 02.2024

Fraud Analyst

Enshored
10.2019 - 09.2021

Senior Process Executive

Cognizant Solutions Inc
09.2019 - 03.2020

ESL Teacher

51 Talk
09.2014 - 08.2019

Mass Communication -

Lyceum of the Philippines University Manila
03.2010 - 05.2014

Account Supervisor

Telus International Philippines

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Rubylee Marcelo