TONI MAPUA
Account Leader
Las Pinas City
Summary
Looking for the paramount and challenging job opportunity where I can perform my duties and responsibilities with the help of my skills and abilities.
Developed skills in fast-paced business environment, focusing on client acquisition and relationship management. Expertise in identifying market opportunities and executing strategic initiatives to drive growth. Looking to transition into new field, leveraging analytical and strategic planning capabilities to contribute effectively.
I am currently working as an Account Leader. I have almost 2 decades of professional experience in Customer Service, Office Management and Administration activities of an organization.
Overview
19
19
years of professional experience
Work History
New Business Specialist
LTC Global Agency
05.2015 - Current
- Company Overview: Leads in providing capital, sales and marketing solutions to the Long Term Care insurance industry
- Monitors New Business application pre and post sales
- Prepare account reports, development strategies and other documents
- Leads in providing capital, sales and marketing solutions to the Long Term Care insurance industry
Operations Manager
LTC BPO
10.2012 - 10.2014
- Company Overview: Leads in providing capital, sales and marketing solutions to the Long Term Care insurance industry
- Oversaw account management and supervision
- Led team activities, marketing, and finance and business relationships
- Prepared account reports, development strategies and other documents for team management
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans
- Performed quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives
- Leads in providing capital, sales and marketing solutions to the Long Term Care insurance industry
Operations Supervisor
LTC BPO
02.2009 - 10.2012
- Company Overview: Leads in providing capital, sales and marketing solutions to the Long Term Care insurance industry
- Oversaw team management and supervision
- Led team activities, marketing, and finance and business relationships
- Prepared team report, development strategies and other documents for team management
- Monitor interaction between staff and callers to ensure quality assurance standards
- Leads in providing capital, sales and marketing solutions to the Long Term Care insurance industry
Customer Care Officer
24/7 Customer Services
07.2007 - 12.2008
- Company Overview: Leader in delivering cutting-edge mobile communications, mobile technology & broadband entertainment services
- Answer calls from mobile Optus mobile customers in Australia and abroad about their postpaid mobile phone query
- Assess newly trained agent's performance on their first month in production
- Adjust credits made by the agents within the cluster
- Handles escalations from agents within the cluster
- Leader in delivering cutting-edge mobile communications, mobile technology & broadband entertainment services
Eligibility, Benefits and Claims Associate
APAC Customer Services
06.2006 - 07.2007
- Company Overview: Health insurance provider in USA
- Best Associate for the first quarter of 2007
- Handle calls from health providers regarding Eligibility, Benefits and Claims for Blue Cross of California members
- Reprocess system adjudicated claims that was escalated by Manila and California Customer Service Department
- Handles escalated calls by agents within Manila Center
- Health insurance provider in USA
Education
Masters of Arts - Guidance and Counseling
Bachelor of Arts - Psychology
01.2002 - 01.2006
Secondary Level - undefined
01.1998 - 01.2002
Elementary Level - undefined
01.1992 - 01.1998
Skills
Corporate Communications
Trainings And Seminars Attended
- SIPOC: Process Mapping Made Simple
- Process Mapping: Toolkit and Techniques
- Lean Process and Six Sigma
- Toolkit for Lean Six Sigma
- Learning Lean Six Sigma: White Belt
- English Grammar Pro | Beginner to Advanced (A1-C1) Grammar
- An Entire MBA in 1 Course: Award Winning Business School Prof
- Online Marketing Business: Create Your Agency, Step-by-Step
- Investing In Stocks The Complete Course! (11 Hour)
- Cloud Computing Changes the Vendor Landscape - David Mitchell Smith, 09/05/13
- IELTS Passer (Please see attached certificate), 12/01/11
- Health Insurance Portability and Accountability Act of 1996 (MEDSPEAK passer), 07/01/06
- Psychological Services Department (200 hours), 05/15/06 - 06/14/06
- Assistant Psychometrician (300 hours), 04/05/06 - 05/05/06
- Peer Counselors Group Seminar, 06/01/03
Timeline
New Business Specialist - LTC Global Agency
05.2015 - Current
Operations Manager - LTC BPO
10.2012 - 10.2014
Operations Supervisor - LTC BPO
02.2009 - 10.2012
Customer Care Officer - 24/7 Customer Services
07.2007 - 12.2008
Eligibility, Benefits and Claims Associate - APAC Customer Services
06.2006 - 07.2007
De La Salle University-Dasmarinas - Bachelor of Arts, Psychology
01.2002 - 01.2006
Sta. Clara Parish School - Secondary Level,
01.1998 - 01.2002
South Merville School - Elementary Level,
01.1992 - 01.1998
De La Salle University-Dasmarinas - Masters of Arts, Guidance and Counseling
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