Maria Ana Mercedes Manabat-Manaois

Hamilton, New Jersey 08619 : 609-***-**** : ad1cjv@r.postjobfree.com

Summary

Seasoned, agile, dedicated, results-focused Subject Matter Expert/Program Consultant of assigned programs to US and Global Team Leaders, Managers, Directors, and CSRs with 20+ years of collaborative leadership experience. Spearheaded and implemented decisive strategies that effectively resolved client's concerns, and increased operational efficiency by continuous learning, optimized resources, insight-led and innovative workarounds, maximized utilization of allowed and available technology, and regimen of process improvements, all served as pillars and strong foundation so that customers receive a stellar customer service experience. Ensured the highest quality customer service interactions by constant collaboration and partnership with agents and providing subject matter coaching, mentoring, performance monitoring, and training. Strong analytical and critical thinking and problem-solving abilities, attention to detail, and accuracy in documenting and reporting. Excellent verbal and written communication skills. Team player working closely with cross-functional teams.

Core Strengths And Competencies

Coaching and Mentoring

Inbound/Outbound Calls

Cross-Functional Partnerships

P&L/Budget Optimization/Forecasting

Multichannel Presentations

Operations Management

Business Process Engineering

Metrics

Continuous Process Improvement

and Reengineering

Productivity Improvement

and related documentation

High Service Quality Delivery/

Financial Reporting

Retail Sales & Service

Improvement

System Implementations

Content Creation/Development

Meeting Planning &

Administrative Management

Customer Relationship

Collaborative Leadership

Multimedia Communications

Management

Performance Management

Effective Problem Resolution for

Resource Planning/Staffing/

(expectations, roles, standards,

Customers/Clients

Scheduling/Resource Management

monitoring, coaching, feedback

scorecard)

Staff Development/Training/

Knowledge Management

Patient Billing

Payment Card Industry (PCI)

Related Professional Experience

EDUCATIONAL TESTING SERVICE Ewing, New Jersey

World’s largest Private nonprofit educational research, testing and assessment, and learning solution organization.

Mentor, October 2017 – May 2020, May 2021 – January 2023

Managed, supervised, supported, and handled daily floor support operations of the top two programs of a fast-paced, dynamic US Call

Center with an approximate annual volume of 205,881 phone calls, 342,379 emails (fax, inbound, outbound, webform), 202,199

chats and cases averaging between 600 to 1500+ daily (chat, email, phone, postal mail) from customers in 208 countries.

Unified, led, monitored, trained, coached, and supervised daily a team of 30+ US employees and on-demand by 90+ employees

globally, and contributed to achieving 95% or more in performance metrics by all as required by ETS.

Daily multi-channel coordination and presentation, and provided new, extensive, and timely relevant program information

with pictures, diagrams, scripts, and directions for use in daily operations by all Prometric Supervisors and Agents assigned

in eight Regional Registration Centers that support ETS and assist Test Takers in the US and the rest of the world.

Championed in enforcing designed and developed written manuals, guides, and training materials and implementing them with

process improvements using the best, and functional strategies that resulted in 11 months of attainment of service level across all

three main platforms of customer interactions (phones, emails, and chats).

Promoted within 12 months due to strong performance metrics, passionate about building strong customer relationships,

driving brand loyalty, increasing customer engagement, and organizational impact.

Achieved yearly all financial targets through consistent management of expenses having attained 95% or better in schedule or

attendance adherence, reported accurate daily production using the appropriate code, and preplanned use of Paid Time off

(PTO)/Vacation that ensured time off without pay (TOWOP) was never used.

Participated in monthly Quality Calibration meetings to enforce uniform and objective scoring.

Reported, deciphered data trends and patterns, identified gaps and outliers, analyzed and investigated causes of high variance in

the volume of customer interactions, improved problem resolution techniques, crafted better solutions, demonstrated, led, and

directed agents to navigate systems with available technological advances to accomplish organizational goals resulting in team

recognition by Program Management.

Rotating Editor-in-Chief to monthly DARTT Special Edition Newsletters.

Participated in testing systems.

MARIA ANA MERCEDES MANABAT-MANAOIS Page 2

Reviewed and analyzed daily forecasted volume and real-time queues and program statistics, communicated to agents their tasks for

the day and expectations for the shift to set priorities, distributed work and/or cases for processing, monitored work commitments,

and supported agents to ensure timely processing and documentation end to end of cases for 100% targeted work completion within

24 to 48 hours window of service level.

Coached US Team daily, instructed and guided them in the professional manner, proper response, and appropriate solution to provide

customers while ensuring they meet their performance metrics and daily service level required by ETS.

Created, reviewed, modified, and updated 413+ email modules, 160+ phone modules, 216+ chat modules, phone menu box

specifications, phone scripts, chatbot verbiage, and phone menu flowchart, all aimed at better customer experience, faster

resolution, streamlined processes, implementation of ETS policies and procedures to forge effective case management, and efficient

administration.

Proofread, reviewed, and submitted corrections and suggestions to yearly microsite contents, Program Information Bulletin, and

Bulletin Supplement before publishing on the web.

Crafted, pioneered, and architected strategies that resulted in the elimination of or reduced inquiries, maximizing the attainment of

service level, and garnering an unprecedented 150% performance matrix by most email agents thereby superseding the company’s

targeted objective.

Collaborated with agents, opened service tickets, and coordinated and arranged solutions with cross-functional teams, resulting in

better customer experience (scores released, accounts fixed), reduced contacts, and attainment of service level 11 months of the

year.

Monitored, reviewed, and analyzed agent statistics daily, submitted corrections, and reconciled everyday adherence variance for

accurate financial reporting of time, and agents performance metrics in their scorecards.

Advocate, May 2020 – May 2021

Due to outstanding quality, handpicked to assist the Office of the President inundated by a huge workload.

Handled approximately 100% of the escalated calls of the top two Programs routed to the Office of the President transferred by call center representatives, supervisors, mentors, team leaders, managers, and Prometric Leadership.

Created, modified, and customized modules, and letters utilized as standard correspondence to customers' inquiries.

Processed cases, coordinated with cross-functional teams, utilized pertinent primary data from myriad sources of contact as a reference to investigation, and documented end-to-end customer contacts until a resolution was devised.

Mentored advocates being the subject matter expert (SME), and assisted the manager and director by processing the transactions.

Senior Customer Service Representative, May 2013 - October 2017

In charge, trained, created ERPH (email rate per hour) spreadsheets, email review templates, ETS Agents, and Contingent Workers

scorecards, and monitored the quality of 100+ email Agents in the US and the rest of the world.

Accessed customers' accounts, addressed, and processed complex cases, and escalated sensitive cases received via phone, email, chat, fax, paper mail, and webform, and utilized available technologies.

Created, tracked, and reported daily the beginning and end of day multiple ETS Program statistics (volume, time, and service level

percentage).

Coordinated with the Treasury Department, and led the Finance sub-team in investigating finance, arranged solutions with a sense

of urgency, and drafted responses ensuring the implementation of ETS policies and procedures in case processing and administration.

Implementation of Proposal submitted to the Vice-President to reduce cost approximately in the amount of $344,587.32.

Customer Service Representative, February 2011 – May 2013

Communicated clearly and concisely with students, parents, school coordinators, government agencies, and test center administrators by phone and email to resolve their inquiries.

Took the initiative and signed up to report for extra work during all weather-related closings at 100% attendance.

Maintained, surpassed and proven track record month-to-month of 95% and above adherence to performance goals (objective rate per hour, service quality score), near 0% abandonment rate on all customer interactions, and near 100% attendance resulting in being one of the first agency workers immediately hired as full-time by ETS.

ADECCO Hamilton, New Jersey

Recruitment Company

Customer Service Representative, October 2008 – February 2011

Recognized as Adecco’s Best Employee in 2011, and received recognition for meeting all individual and company criteria.

Created accounts, registered students, processed orders/payments, troubleshooted system issues, and resolved Test Takers issues.

Effectively utilized and smoothly navigated databases, customer relationship management (CRM) system, and all other related systems,

and efficiently recorded 100% of all customer interactions completely and accurately end-to-end.

MARIA ANA MERCEDES MANABAT-MANAOIS Page 3

Early career progression

Office Manager/Bookkeeper/Accounts Receivable/Accounts Payable/Payroll/Billing/Human Resources, SJ Nurses, Inc., June 2008–September 2008

Customer Service Representative/Cash Office Associate, Staples, December 2000-June 2008

Economist, Movertrade Corporation on, August 1993, August 1996

Administrative Accountant, Movertrade Corporation, January 1989-June 1991

Accounts Receivable Clerk, Movertrade Corporation, September 1988–December 1988 Accounts Payable Clerk, Movertrade Corporation, June 1988–September 1988 Researcher, PricewaterhouseCoopers\Isla Lipana & Co., October 1987–December 1987

Researcher, Economic Development Foundation Incorporated, September 1987–September 1987

Education

FORDHAM UNIVERSITY, Bronx, New York

Doctor of Philosophy candidate in Economics. Completed Coursework: International Trade and Finance, Financial Theory, Investment Analysis, Corporate Finance, Econometrics, Time Series Analysis, Economic Modelling, Economic Forecasting, Economic Development, Stabilization in Latin America, Industrial Organization, Regulated Industries, Law and Economics.

Master of Arts Degree major in Economics (1998)

CENTRO ESCOLAR UNIVERSITY, Manila, Philippines

First-year Doctor of Philosophy major in Public Administration and minor in Mathematics

and Statistics. Completed Coursework: Political Foundations of Public Administration, Economic Planning, Set Theory and Philosophy, Theory and Philosophy of Probability, Differential Equations I, Linear Algebra, Abstract Algebra, Advanced Calculus.

Master of Arts Degree major in Economics (1990)

DE LA SALLE UNIVERSITY, Manila, Philippines

Bachelor of Science in Commerce Degree major in Accounting (1986)

certifications/training

Work Smarter, Reduce Your Stress, Lead By Example (April 2015) A Roadmap to Action: Translating Plans and Strategies into Computer, Internet, & Intranet: Appropriate Use (2012) Tangible Results (May 2015 )

Effective Conflict Resolution: An Essential The Leader's Role and Responsibility as Mentor (November 2014)

Leadership Asset (December 2014) Mentoring Program (December 2013)

A Guide to Coaching and Counseling for Operations Philippines Certified Public Accountant Licensure Examination (1987) Quality Assurance Analyst (October 2013) Literary Award for Best Short Essay (1982)

Literary Editor for Campus Newspaper (1982) Coordinator of Public Symposium Activities (1982)

Keyholder Training (2000) European Union’s General Data Protection

Personal Identifiable Information (PII) Data Regulation (GDPR) Policy Training (2022)

Protection and Privacy Law Training (2022) Workplace Violence: Awareness and Prevention (2012)

Information Protection Best Practices (2012) Ethics, Corporate Information Protection, and Strategic Diversity, Equity, Inclusion and Belonging (DEIB) Workforce Solutions Policy Series (2012)

technical skills

Microsoft Office 365 Suite

(Excel, Word, Powerpoint)

Adobe Acrobat Pro

Lotus 123

Oracle Service Cloud (formerly RightNow)

Google Suite

Ereg

Automatic Data Processing (ADP)

Harvard Graphics

Employee Performance Management System (EPMS)

PeopleSoft

Brightware

OpenAI ChatGPT

Egain

Power Business Intelligence (PBI)

Community

QuickBooks Pro

ServiceNow Now Platform

Virtual Observer

System for Award Management (SAM)

Accounts Receivable

Sharepoint

Operate fax, copier,

scanner

Social Media Platforms such as VoIP

Accounts Payable

Information Management

(Skype, Zoom), Messaging Apps

LiveChat

System (IMS)

(WhatsApp, Instagram, Facebook

Messenger, Google Hangouts, Viber

Skype, iMessage, TEAMS), Online

Video Sharing Platforms (TikTok,

YouTube) Online Forums (Reddit),

Social Networking Site (X, Facebook

Five9 Customer Service Representative (CSR)/Supervisor

Customer Relationship Management (CRM)

Customer Repository Data System (CRDS)

WordPerfect

WordStar

Soritec

Visio

LinkedIn, Classmates, MyLife

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