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BRENDA LATAYAN SANTOS

CONTACT DETAILS:

Mobile: 091********

Email: adn1qy@r.postjobfree.com

Residence: Sta. Rosa, Laguna

CAREER SUMMARY

Experienced, versatile and energetic professional, having 29 years of extensive experience in Management, Business Process, System Automation, Operations, Customer Service, Call Center Operations, Billing & Collections and Account Management. Adaptable and flexible approach to work yet still maintaining the ability to perform consistently in a varied environment and under pressure. I am interested in learning new functions and utilize my capabilities and willing to adapt to changes driven by professional requirements

PROFESSIONAL EXPERIENCE

COMPANY: MANULIFE PHILIPPINES

Position: Unit Head/Wealth Specialist/

Licensed Financial Advisor

APRIL 20, 2020 – Present

Job Responsibilities:

1. Develop a team of Financial Advisors and Managers through recruitment, selection, and training.

2. Meet the key performance indicators specified by the company, including production or sales, recruitment, and persistency.

3. Conducts prospecting, financial needs analysis and recommend customized solution to address the

financial requirements of Clients.

4. Prepare documents of customers and submit

applications.

5. Strengthen customer relationship through after sales servicing related to Life Insurance, investment and wealth management.

PROFILE:

Area of Expertise

• Operations Management

• Customer Service

• Call Center

• Business Process Enhancement

• Systems Automation

• Business Development

• Billing and Collections

• Administration

• Account Management

• People Management

Achievements

• Automation of Virtual Exchange Platform

• Awarded as Manager of the Year in 2006

• Nominated as Assistant Manager for year

2005

• Implemented fully automated billing

system for Berkley International

• Implemented fully automated Call

Management and Dispatch for Call

Center of Lootah BCGas.

• Consistently achieved the monthly

collection quota of 50M per month and

even reached 64M which marked as the

highest collection of the organization.

• Enhancement of Business Process

• Graduate of Management Development

Program

• LOMA 1 and 2 exam passer

Educational Background

1986-1990 P.S.B.A

BSBA Major in Management

1982-1986 Sta. Catalina College

Secondary Education

1976-1982 Arellano University

Primary Education

Personal Details

Nationality : Filipino

Birthday : July 26, 1970

Age : 50 years old

Status : Single

Religion : Christian

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COMPANY: ABA GLOBAL PHILIPPINES INC.

Position: General Manager

June 20, 2019 – October 31, 2020

Job Responsibilities:

1. Overall in charge of the Call Center and Customer Service and Administration Departments of the Organization.

2. Formulate business process, manuals, process flow, departmental policies and procedures for the critical functions in the organization.

3. Assist in the compliance for Anti Money Laundering through mitigation of risk and implementation of control metrics.

4. Establish technical specifications, user interface and mechanism for system automation. 5. Assists in documentation for Banko Sentral ng Pilipinas (BSP) compliance. 6. Responsible for the KYC process and identify fraudulent transactions. 7. Monitors watchlist related to Anti Money Laundering 8. Handles the critical and highly confidential customer information for account upgrade. 9. Prepares the daily Management and ADHOC reports being submitted to the Chairman. 10. Create effective Customer Service/Call Center procedures, metrics, policies and standards for the department.

11. Maintains and improves Customer Service/Call Center quality results by studying, evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results; implementing changes.

12. Maintains excellent Customer Service/Call Center by identifying areas of improvement, develop customer satisfaction goals and coordinate with the Team/CSR Managers to meet on a steady basis.

13. Measure Agent Call Quality on predefined quantitative and quality benchmarks to ensure Agents follow Call center etiquettes, stick to the script, don’t miss out on key phrases, and overall deliver a consistent customer experience.

14. Accomplishes Customer Service/Call Center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems;

15. Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions;

16. Responsible for providing a productive and motivating working environment, and addressing any issues/disputes from Customers and Employees. 17. Communicates and collaborates with other department of the organization to discuss Customer related concerns, development and enhancement of business process. 18. Documents Customer complaints, analyze statistics and compile accurate reports. 19. Handles, Analyze and provide solution on escalated cases. 20. Secure data protection of Customer information and records. 21. Updates job knowledge by participating in Call Center, Customer Service, business process trainings/seminars and Crypto currency events.

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COMPANY : LOOTAH BC GAS – DUBAI, UAE

Position : Call Center and Billing & Collections Manager September 2013 to March 2018

Position : Senior Call Center and Collections & Billing Supervisor March 25, 2009 to Aug 2013

Manages the Customer Services area of the company which includes directing the Call Center, the Administrative System & Customer Support Function, the Customer Billing & Collections and Account Management Functions.

CALL CENTER AND CUSTOMER SERVICE:

1. Directs the activities of the departments including staffing, scheduling, audit, identifying process gaps and execution of all functional requirements. 2. Develops, recommends and implements procedures. Demonstrates continuous effort to improve operations, decrease turnaround time, streamline work processes and work cooperatively and jointly to provide quality seamless customer service. 3. Conducts research, source out providers and recommends solutions to support business process with fully automated, systematic and effective programs 4. Collecting and analyzing call-center statistics (inbound calls, average wait time, average handling time, first call resolutions etc.)

5. Communicate company goals to the Team, so every employee understands his or her role 6. Creates, monitors and reports the performance metrics for the Customer Service area. 7. Conducts Team Building, training and initiatives to recognize and reward the performance of Staff.

8. Organizing staffing, including shift patterns and number of staff required to meet Department’s demand.

9. Set KPI, monitor, conduct periodic performance review and identify training needs. 10. Responsible for Key Account Management for Hotels, Resort, Restaurants and Community developers.

11. Communicates and collaborates with various departments in the organization for any updates related to Customer Service, Billing and Collections. 12. Engaging New Clients and conduct presentation on gas connection, procedure for registration and other services.

13. Ensures compliance with regulations and controls by examining and analyzing records, reports, operating practices, and documentation; recommending opportunities to strengthen the internal control structure.

14. Resolves the most difficult customer complaints thru telephone conversation, email, formal letter and meetings

15. Maintain good business relationships with Key Clients through office visits, meetings, check- up calls, or follow-up emails.

16. Provides overall management and leadership of the Customer Service Team focused on providing excellent customer service.

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17. Develop, implement and maintain internal audit policies and procedures in accordance with ISO standards.

18. Conduct ad hoc investigations into identified or reported risks. 19. Ensure complete, accurate and timely audit information is reported to Management for the Internal and External Audit requirements for the ISO Certification. 20. Take ownership of customers issues and follow problems through to resolution 21. Documents Customer complaints, analyze statistics and compile accurate reports. 22. Assesses the training needs of the Customer Service Team and oversees the training development and delivery.

23. Conduct periodic training and weekly meetings

24. Responsible of all management reporting from the area. BILLING AND COLLECTIONS:

1. Overall in charge of the Billing and Collections Department of the organization 2. Manages the collection of outstanding invoices while enforcing company policy. 3. Manages a team of staff members ensuring the accurate and timely invoicing and collection activities.

4. Setting payment collection goals and targets for the department. 5. Preparing monthly feedback reports on payment collections, delinquent accounts, recovery strategies and present to Executive Managers.

6. Develop and Implement Collection policies and procedures that retain a smooth running of the department and to reduce the amount of delinquency. 7. Research and recommends the latest trends in Software & payment channels to increase collection efficiency.

8. Monitors accounts receivables and implement controls and collection strategies. 9. Verify gas meter readings in cases where consumption appears to be abnormal, and record possible reasons for fluctuations.

10. Review accounts receivables aging and overdue accounts and provide collection efficiency analysis.

11. Write demand letters to residential and commercial accounts. 12. Provide directives for disconnection and re-connection to a specific location. 13. Responsible for minimizing company’s financial losses 14. Attends Client meetings for Residential, Small and Large Commercial and serves as liaison to clarify, address Billing& Collections concerns.

COMPANY : BERKLEY INTERNATIONAL INSURANCE

Position : Collections Senior Manager Apr 2007- Feb 2009 Collections Manager Jan 2006 – Apr 2007

Collections Assistant Manager Oct 2003 -Dec 2005

BILLING AND COLLECTION UNIT:

1. Provides direction and supports the billing and collection of the organization to ensure that monthly target goals are achieved.

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2. Creates and enhances the departmental policies and procedures to ensure that business processes are streamlined and in accordance with company standard. 3. Study, conceptualize and implements solutions to ensure that internal controls are effectively in place and business processes are supported with fully automated, systematic and effective programs.

4. Collaborate with developers and subject matter experts to establish the technical vision and analyze trade offs between usability and performance needs. 5. Reviews and edits requirements, specifications, business processes and recommendations related to proposed solution to improve collection efficiency. 6. Creates and develop business workflow to provide general understanding of new business solutions being implemented.

7. Implements new payment channels such as automatic debit arrangement and continuous billing to increase monthly premium collections.

8. Maintains a good business relationship, corresponds and negotiates with banking institutions on different services such as bills payment and auto debit arrangements and that the organization may have with them including enrolment and accurate and timely processing of billing and collection accounts.

9. Continuously reviews un-reconciled accounts, acts on disputed and chargeback transactions and seek opportunities to increase customer satisfaction. 10. Proactively communicates and collaborates with banking institutions and other departments in the organization to clarify, address and disseminate information. 11. Provides regular, periodic and adhoc reports and documentation as needed by the management.

TELE COLLECTION UNIT:

1. Oversee and manage the campaign generation, outgoing calls and correspondence unit for delinquent, expired, closed, disapproved and bounced accounts and other collection related services and ensure high performance standards. 2. Analyze reports to determine areas of improvement, determine tele-collection efficiency and appropriate plan of action.

3. Plan and schedule work for the department ensuring proper distribution of assignments and adequate manning, space and facilities for subsequent performance of duties.

4. Plan and conduct meetings with subordinates to ensure compliance with established practices, to implement new policies and to keep employees abreast of current changes and standards.

5. Identifying revenue opportunities to increase collection while maintaining superior performance.

6. Setting and meeting production targets that are in line with corporate goals 7. Monitoring and reporting individual performance 8. Manage various personnel functions including, but not limited to, hiring, performance appraisals, promotions, transfers and vacations schedules COMPANY : BERKLEY INTERNATIONAL INSURANCE

Department: Information Services Division

Position : Assistant Manager – Business Development Period : October 2002- Sept 30, 2003

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1. Review, analyze, document, collate, audit, modify and streamline existing business procedures and processes with department heads and process guardians to help facilitate the achievement of Berkley International Life corporate goals mainly on service delivery and revenue and to develop policies and guidelines to achieve the same. 2. To initiate and promote the development of E-business within and outside the organization through online service transactions.

3. To spur and sponsor the development of the organization through identifying process gaps and recommend solutions.

4. To provide employees and management tools on Business Development through requirement analysis, documentation on software procedures and other product ideas to help develop the business.

COMPANY : BERKLEY INTERNATIONAL INSURANCE

Department : Information Services Division

Position : Supervisor- Client Information

Period : October 2001- October 2002

1. Ongoing research and per area identification on the requirements needed to support the organization’s operations.

2. Studying the internal and external factors that influence the behavior of both the industry and the public.

3. Assist the Client Information Manager in providing pertinent information to support the case studies assigned to the Client Information Department. 4. To evaluate the leads that will be acquired and resolve on whether it’s beneficial to the company or not based on studies conducted.

5. Conduct surveys that will serve as key indicators for a particular business function. 6. Regularly monitors the database and coordinates with the I.T. Manager and Marketing Manager re the status of the leads.

7. Sourcing out new leads to be used in the call center operations. COMPANY : BERKLEY INTERNATIONAL INSURANCE

Department: Information Technology

Position : Supervisor – Systems Support/Helpdesk

Period : July 1999 - October 2001

1. Creates process flows and general procedures and guidelines on operations 2. Generates weekly helpdesk summary report

3. Troubleshoots systems/user problems

4. Facilitates Reportorial Requirements for other Departments thru the use of EUQF (end user query facility)

5. Accommodates and monitors all requests being coursed thru to helpdesk 6. Assists Systems Implementation

COMPANY : BERKLEY INTERNATIONAL INSURANCE

Department: Policy Services & Systems Administration Dept. Position : Supervisor – Policy Administration

Period : January 01, 1999 - July 1999

1. Provides approval on request for reinstatement, amendments and other product upgrade. 7

2. Prepares Policy Admin Highlights reports

3. Prepares/approves Lapse & Billing Reports

4. Processes Policy Cancellation

5. Checks Daily Collection reports

6. Checks List bill for Salary Deduction Account

7. Prepares Reinsurance Report

8. Attends to agent’s queries

9. Handles Cashiering functions

10. Performs other duties

COMPANY :BERKLEY INTERNATIONAL INSURANCE

Department:New Business/Underwriting Dept.

Position :Analyst-New Business

Position : November 12, 1997-December 31, 1998

1. Pre-Underwrites or evaluate New Business Applications 2. Processes / encodes New Business Applications

3. Prepares Daily Production Report

4. MIB reading

5. Prepares payment for Medical Laboratories/Medical Examiner 6. Prepares Cancellation Letter

7. Generates reports for Reinsurance

8. Attends to agent’s queries

9. Perform other duties

COMPANY :FORTUNE LIFE INSURANCE COMPANY INC.

Position :Reinsurance Assistant ( Supervisory level) Period :July 1997 – November 1997

COMPANY : FORTUNE LIFE INSURANCE COMPANY, INC

Position : Actuarial Assistant

Period : March-1995 July 1997

COMPANY : FORTUNE LIFE INSURANCE COMPANY INC.

Position : New Business Clerk

Period : July 1991 – March 1995

COMPANY : FORTUNE LIFE INSURANCE COMPANY, INC

Position : Policy Issue Clerk

Period : November 1990-June 1991

OTHERS:

Volunteer – Usher

Victory Christian Fellowship -Ortigas

May 2003 – Mar 2009

Volunteer – Admin Support and Events Coordinator

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Victory Christian Fellowship - Dubai

May 2009 - Jan 2018

Volunteer- Stage Management

Victory Christian Fellowship – Ortigas

Feb 2019 – Feb. 2020

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