Manager Sales
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CARLOTA
SANTIAGO
OPERATIONS MANAGER
WORK EXPERIENCE
KMC – Aplus International Healthcare Insurance OPERATIONS Ass. MANAGER
April 2020 – October 2020
Reports directly to the HEAD of Operations
Manages HK and PH Team performance (7 CS Email Support Specialist)
Health Insurance Account: First level underwriter, account creation upon acceptance, policy issuance, billing reminders and collection, email support to brokers and clients
Closely work with AXA Insurance and Pacific Cross Insurance
Complying and enforcing standard program and company policies and procedures
Coach, motivate and monitor team for superior performance and quality assurance.
Creates Monthly Sales/Policy Performance, Quality and Compliance Report for Insurers
CSS CORP. INC. OPERATIONS MANAGER
March 2019–April 2020
Manages 4 Supervisors for both Voice and Chat support, 60 Technical Support Specialists (B2B) for RingCentral Account
(VOIP) and 3 Supervisors and 42 Technical Support Specialists for Mitel Customer Care (VOIP)
Strategically drive the department to achieve and exceed agreed Service Levels, CSAT and DSAT
Development of close and strong working interdepartmental relationships, working towards the common goals of each other. Interpretation of daily operational reports that directly impact the performance of the business.
Carries out analyses and define business requirement to improve quality of service
Complying and enforcing standard program and company policies and procedures
Handling issues is also a top priority. Issues faced include risk management, clients’ dissatisfaction and employee problems. Responsible for hiring employees for the campaigns handled ensuring staffing is always optimal
Coach, motivate and monitor the staff for superior performance and quality assurance.
AXA Philippines Inc. Financial Advisor (Freelance) (Life & Non-Life) Sept 2018–present
Conducts financial needs analysis to potential clients to determine needs priority and recommend appropriate solution to address it ANC Care Inc. VIRTUAL OPERATIONS MANAGER
May 2016– Dec 2017
Managed Virtual Operations (e-commerce) of 4 Supervisors and 30 email support agents (Zendesk)
Responsible in continuous improvement of customer service through process implementation, training and quality assurance
Conducts bi-weekly meeting through Webinar or Skype for performance and operational review or update to maintain operational efficiency and effectiveness
Arranged daily activity tracker and reporting through Google Sheet
Developed QA guideline and monitoring to manage service quality
Developed a set of KPI for team performance management
Monthly refresher and up-skill training
Observed continuous education through monthly assessment of product and process in place
ACQUIRE ASIA PACIFIC TRAINING AND QUALITY MANAGER July 2014- Oct 2015
Handles M2 Business Commander and Engin Accounts’ Quality, Training Team and Voice Verification Team for Sales Department with the following roster: o 1 Training Manager, 5 Product Trainers o 1 Quality Manager, 9 Quality Specialists o 1 Sales Verification Sr. Supervisor, 7 Sales Verifiers
Ensures continuous development through constant provision of refresher and up-skill training provided to Operations
Trending needs analysis enforced to ensure business requirement are carried out to improve quality of service
Interpretation of daily audits that directly impact performance of the business
Reinforcement to Training Team on the following: o Trainer's Evaluation observed every after-training class o Train the trainer session conducted on a monthly basis to ensure skills are improved through feedback session and sharing of best practices - picking up relevant opportunities identified
o Regularly updating of online learning tools (LMS) o Weekly phone time task
Reinforcement to Quality Team on the following:
o Side-by-side call listening o One-on-one coaching to assigned agents
o Weekly Call Calibration
o Carry out daily audits per LOB requirement
o Creation of QA Alert and QA Memo whenever
necessary for Operations guidance
Manages Sales Verification Team’s daily targets and queue and operational KPIs:
o Ensure sales calls are listened to meticulously and given correct judgment on declaration of correct or incorrect sales o Makes sure that all sales calls pass the standards and adhere to the legalities set (ACMA, TIO) o Assist Operations on any overflow calls when
necessary – CS and Inbound Sales
o Daily report to Sales Operation (Actual stats, Wins and Opportunities)
o Monthly Reporting to show trends, operational and customer behaviour
Projects Implemented:
o Training Needs Analysis for Commander Sales,
Technical Support, Customer Service, Provisioning, Engin Sales, Technical Support, Retention and
Customer Service
o Continuous Education Assessment for all Operations being given on a monthly basis
o Monthly Rewards and Recognition to all top-Quality Performers of Operations
o Call Driver Tracker for all Operations
o Revision of Call Flow Guides
o Introduced the use of Score-it: an automated tool for Quality Auditing process
o Spearheaded KPI Championship for Operations
executed by Training Team
ACQUIRE ASIA PACIFIC OPERATIONS MANAGER
APR 2010-2014
RECOGNIZED AS BEST CUSTOMER SERVICE amongst all Telco’s in Australia for REDBULL MOBILE – Whirlpool online news, April 2011
Manages the following accounts:
o RedBull Mobile and Visage Telecom: (12/7
OPERATIONS)
o 2 Team Leaders, 12 CS/TS agents
o Optus Directory Assistant: (24/7 OPERATIONS)
o 2 sites: Shaw Blvd and Eastwood sites
o 2 Shift Managers, 10 Team Leaders, 150 agents
Strategically drive the department to achieve and exceed agreed Service Levels
Implementation of Campaign Briefs, Call scripts and guides
Compilation of strategic and detailed department reports
Development of close and strong working interdepartmental relationships, working towards the common goals of each other.
Interpretation of daily operational reports that directly impact the performance of the business.
Carries out analyses and define business requirement to improve quality of service
Complying and enforcing standard program and company policies and procedures
Handling issues is also a top priority. Issues faced include risk management, clients’ dissatisfaction and employee problems.
Responsible for hiring employees for the campaigns handled ensuring staffing is always optimal
Coach, motivate and monitor the staff for superior performance and quality assurance.
Prepares projects and activities that aim to continuously develop team members performance
Projects Implemented:
o Career Awareness Program for Optus team to identify individual’s career goals in the company and to
ensure proper training is provided in achieving this o Business Continuity Plan for Optus DA and Red Bull Mobile ensuring continuous service to customers
despite disruptions that may be encountered o Team POCs for Optus for succession and continuous
development of team members for Optus DA Agents
o Restructured incentive program for supervisors and agents to improve attendance compliance and other
metrics for Optus DA
o Initiated a Leadership program to be given to Level 2 agents (POC) as part of their development plan and to prepare them for higher roles in the future
o Training Needs Analysis for Optus DA with its aim to enhance efficiency, quality and customer experience o Creation of supervisor and agents’ scorecards with inclusion of PIP (Performance Improvement Program) o Introduced Optus DA escalations process for improved service
o Set AHT from 37secs to 25secs max to lower cost on customers end and promote better delivery of service o Intensive Communications Skills Training for Optus DA Representatives
o Creation of Ebible for both accounts that serve as there product and process information database
o Developed an internal CRM for RBM Customer Service and Technical Support, Visage CS, TS and Provisioning Support
o Training Needs Analysis for Red Bull Mobile with its aim to enhance customer service experience
o Refer a friend program – aims to increase RBM's
customers by incorporating the referral system o RBM friends come back – a winback sales approach that
aims to get the old customers resign up
o Spearheaded creation of Acquire Insider Newsletter – August 2011
Product Development Trainer 2008-2010 ACQUIRE ASIA PACIFIC Team Leader 2006-2008 ACQUIRE ASIA PACIFIC
Teacher 2005-2006 GLOBAL LANGUAGE EDUC FOUNDATION INC Tele-researcher 2003-2005 CALIFORNIA TELEMARKETING INC Database Facilitator 2002-2003 PACIFIC CONSULTANTS INTERNATIONAL – DEPARTMENT OF EDUCATION
TRAININGS ACQUIRED
Coaching Fundamentals – Acquire Asia Pacific, March 2011 People Management – Acquire Asia Pacific, April 2011 AXA Life Insurance – Traditional and VUL products, Sept 2018 AXA – Charter Ping An – Non-Life Insurance, May 2019 EXTRA CURRICULAR ACTIVITIES
Hosted Acquire Asia Pacific’s Kick-off Party: Jan 2013 – SMX Convention Center
Hosted Acquire Asia Pacific’s Kick-off Party: Jan 2014 – SMX Convention Center Facilitated Leadership Training for BPI and BPI Philam Marikina Rizal Area, October 2016
EDUCATION
University of the Philippines, Open University
2017 - present
Bachelor of Education Studies
Informatics International College
1999 - 2002
Diploma in Computer Studies, major in Multimedia and Internet School of the Holy Spirit of Quezon City
1999
High School Diploma
PERSONAL BACKGROUND:
Born on May 22, 1981. Fluent in English and Filipino. Knowledgeable in Microsoft Excel, Word and PowerPoint, Officio CRM, SalesForce, Medallia, Sugar CRM, Jira, BillIt & Zendesk, Amazon Seller Central, HubStaff, Shopify & Helium10
Licensed Insurance Agent for Life (Traditional & VUL) & Non-Life Insurance
Adaptable, Responsible, Strategic, Resourceful, Quality and Goal Oriented.
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