Manager Service Representative

Ma. Veronica Ustaris

Block * Lot * San Francisco Subdivision, Almanza 1, Las Piñas City, 1750, Philippines Mobile: +63.918-***-**** E-Mail: ********.*******@*****.*** Objective

My career objective is to assume a suitable position in a company that would enhance, hone, develop and maximize my potential as a leader and at the same time, be able to use what I've learned in school and with my job experiences to further increase the company’s profitability in service and operations. Experience

MYOUTDESK, LLC 2014 to 2019

OPERATIONS MANAGER

Handled a maximum of 5 teams with 60 clients on an average, providing excellent support, coaching and team structure were a few of my main goals. Suggesting process improvement, implementation of procedures across my team, as well as maintaining high score cards month on month. Escalations for Senior Team Leads are being taken in a timely manner as well as report creation to ensure that monthly and weekly performance reviews are being aligned with company targets MYOUTDESK, LLC 2014 to 2014

SENIOR TEAM LEAD

Handling client concerns was one of my top priorities, managing 60 clients with at least 1 virtual assistant, it has been one of my tasks to ensure that our US Real Estate clients would be given the service and satisfaction promised by the company. Managing Junior team leads, the priority was to make sure that the virtual assistants were given utmost care and support required for them to do their tasks well. MYOUTDESK, LLC 2013 to 2014

CREATIVES HEAD

As the Creatives Head, I have managed to oversee the team create content, ads and conceptualize designs for the company. I have created training manuals and exams with my team for the company, as well as, ensure that the movement of the team, based on targets, are in line with the company needs. GENPACT – Wachovia / Wells Fargo 2008 to 2012

ASSISTANT MANAGER OF OPERATIONS

At Wachovia Bank N.A. / Wells Fargo Powered by GENPACT, I handle supervisor calls for the teammates and process associates. I floorwalk for them in order for me to assist them with their concerns in their calls. I also do real-time coaching to make sure that what they are doing and their views of the company are still in line with the corporate mission and vision.

Other tasks that I handle are Human Resources-type concerns and tasks, such as payroll discrepancies, disciplinary action disputes, recommendation for promotions, and facilitation of meetings. I also actively engage in projects for the betterment of operations, for reducing absenteeism, increasing customer satisfaction, and employee engagement. I spearheaded the E-Pal program of GENPACT-Wachovia, alongside the Salem, Oregon site to bridge the gap between the two delivery centers.

I ensure that sales performance is above the expected target. As a Six Sigma Green Belt-certified employee, I analyze the numbers and statistics of the team to strategize and determine the root cause of issues and concerns. HSBC Electronic Data Processing Philippines 2006 to 2008 CUSTOMER SERVICE ASSOCIATE 1

As a CSA1, I handled calls coming from British HSBC Credit Card holders. I helped customers with their credit card queries and disputes. I also sold other products and services offered by the bank. APAC Customer Services Inc. 2005 to 2006

CUSTOMER SERVICE REPRESENTATIVE

I was a CSR assigned to a Medical Services Account where I was tasked to handle queries of pharmacists for medical claims focused on finding solutions for claims of insurance companies that would not push through. CONVERGYS Philippines 2004 to 2005

CUSTOMER SERVICE REPRESENTATIVE

My role here as a CSR was concentrated on providing both client and customer satisfaction for an American Television and Cable provider.

LAND BANK OF THE PHILIPPINES – Head Office 2004

OJT / STUDENT TRAINEE

As part of our curriculum, I was employed by the LAND BANK OF THE PHILIPPINES as a student trainee, handling manual and clerical tasks in the Financial Institutions department. Decades Bar and Restaurant 2001 to 2004

MANAGER

As manager, I was in charge of daily service operations as well as company affairs and events that catered to a multitude of audiences and customers.

Education

Bachelor’s Degree Graduated 2005

Management of Financial Institutions

De La Salle University Manila – Taft Avenue, Manila, Philippines Skills

I have above average capabilities in MS Office applications like Word, Excel, PowerPoint and Outlook. I am also knowledgeable in basic operations for Lotus Notes, C++ and Visual Basic. I am an excellent communicator in both English and Filipino languages, spoken and written.

I am responsible and I am able to work under pressure with speed and precision. I perform well with a team using a unique and artistic approach to management. I am reliable when it comes to expected outputs. I am also highly trainable in new skills and I actively pursue the development of my existing ones. I can also come up with exciting and fresh ideas for engagement and retention.

References

Marina Alcantara

+63.917-***-****

TRAINER / GENPACT Philippines

Laura Andres

+63.917-***-****

LANGUAGE TRAINER / HSBC Electronic Data Processing Philippines Alvin Leveriza

+63.916-***-****

SALES AND MARKETING CONSULTANT / Nokia Corporate Philippines

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