Soledad Lee

People Manager

• 60% Connection increase on motivated employees through special events, incentive programs, and constructive feedback.
• Maintained human resources regulatory compliance with local, Philippine labor laws.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Implemented innovative programs and engagement activities to increase employee retention.

Operation Management

• Implemented performance reviews and motivational strategies to elevate KPI (Key Performance Indicator).
• Trained and guided team members to maintain high productivity and performance metrics
• Identified and qualified direct reports needs and work closed profitable projects with high success rate.
• Mitigated business risks by working closely with artist and assessing performance.
• Implemented business strategies, increasing revenue and effectively targeting to improve performance.

Operations Management

• 75% Improvement by analyzed team performance data to provide meaningful insights, enabling informed decision-making
• Established and maintained performance, quality and service standards for professional customer care
• Defined clear targets and objectives and communicated to other team members
• Established team priorities, maintained schedules and monitored performance
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets

People Management

• 95% sustained connection result by cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
• Evaluated employee performance and conveyed constructive feedback to improve skills
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations

• Generated detailed reports to highlight 95% performance improvement and usage metrics
• Created wireframes and mockups to connect information structure of site and present design ideas to clients
• Trained new team members to apply best coding best practices and proper use of development tools
• Analyzed user feedback to gather input and identify areas required for improvement
• Developed and maintained user documentation to establish product understanding
• Negotiated fees and contracts to reach mutually beneficial agreements with clients
• Developed prototypes to use for testing, measuring data and gathering valuable feedback
• Designed and implemented new features and enhancements to improve existing applications
• Maintained database systems to track and analyze operational data
• Evaluated customer needs and feedback to drive product and service improvements
• Collected, arranged, and input information into database system

Operational Management

• Increased 85% profit by streamlining operations KPI priority.
• Implemented 50% organization process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Increased 25% devised processes to boost long-term business success and increase profit levels.
• Developed systems and procedures to improve operational quality and team efficiency at 95%.
• Developed and maintained relationships with external vendors and clients.
• Developed and implemented different strategies to maximize customer satisfaction.
• Mitigated business risks by working closely with staff members and assessing performance.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

People Management

• Directed initiatives to improve work environment, company culture or overall business strategy.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

KPI

• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits and increased reliability at 100%.
• Reduced operational risks while organizing data to forecast performance trends adopting best practices and root cause analysis.
• 50% Improvement on KPI by addressing barriers to increase performance.
• Trained and guided team members to maintain high productivity and performance metrics.

People Management

• Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
• Handled day-to-day customer or client questions via telephone or email.
• Conceptualized innovative sales solutions to increase company revenue.
• Assisted established management staff with operational oversight, business development, and process improvement strategies.
• Assisted with onboarding of new employees by providing training and development resources.
• Gained knowledge of company policies, protocols and processes.
• Analyzed customer feedback to identify areas for improvement.
• Described product to customers and accurately explained details and care of merchandise.
• Sat in on disciplinary hearings to learn about conflict resolution in workplace.
• Defined clear targets and objectives and communicated to other team members.
• Developed detailed plans based on broad guidance and direction.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Operational Management

• Transformed existing processes and rebuilt platform to optimize information utility and process efficiency at 50% improvement.
• Monitored key performance indicators and built processes to support partner performance and growth.
• Led teams to drive results and meet production, quality and safety goals.
• Recommended average call handling on operational improvements based on tracking and analysis of historical data.

• Manage 100% patient calls provided exceptional customer service to patients, answering questions and addressing concerns.
• Investigated insurance claims denials and appeals based on customer insurance coverage.
• Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements
• Verified insurance eligibility and coverage for patients within calendar or plan year.
• Filed and maintained patient records in accordance with HIPAA regulations

• Educated employees on specific QA standards and confirmed maintenance of standards.
• 75% CRS monitored calls on product standards and quality-control programs.
• Fixed identified issues to increase productivity and boost workflows.
• Fixed identified issues to improve workflows.
• Promoted adherence to quality standards by educating personnel on quality control.
• Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
• Created and collaborated in implementation and maintenance of customer complaint log.
• Implemented process improvements to increase productivity in quality assurance operations.

• Daily scheduled appointments and conducted follow-up calls to clients
• Answered multi-line phone system and enthusiastically greeted callers
• 50% handled daily scheduling tasks and provided administrative support for entire department
• Provided clerical support to company employees by copying, faxing, and filing documents
• Responded to emails and other correspondence to facilitate communication and enhance business processes
• Maintained office supplies inventory by checking stock and ordering new supplies
• Recorded and tracked operational expenses to identify and eliminate wasteful spending
• Created and updated records and files to maintain document compliance
• Composed inter-office correspondence and provided product and service information to customers
• Screened visitors and issued badges to maintain safety and security
• Updated spreadsheets and databases to track, analyze, and report on performance and sales data
• Performed research to collect and record industry data
• Surpassed team goals by partnering with colleagues to implement best practices and protocols
• Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files
• Maintained daily report documents, memos and invoices