Gwendy Rabia

GWENDY DORONILA RABIA B33 L8 La Aldea Del Mar Subd. Babag 2 Lapu-Lapu City, Cebu Philippines 6015 -|-- Executive Summary Sun Life of Canada Philippines Financial Advisor (June 2017 – Present) Lexmark WW Partner Payment| Quality| Key User Support Manager (April 2016 – November 2017) Lexmark EMEA Service Delivery Manager for 2 years (February 2014 – April 2016) Lexmark EMEA Service Contracts Team Lead for 5 years (November 2008 - January 2014) Lexmark EMEA Service Contracts Specialist (March 2008 - November 2008) Lexmark EMEA Parts Order Management Specialist (July 2007 – February 2008) Convergys Customer Service Representative (November 2005 – June 2007) People Support Customer Service Representative (2004) E-World Outsourcing Online Resume Editor -) Core Qualifications        Insurance Commission Certified People Management and Development Staff Operations Development/Training Analytical Skills Organization Skills Adaptive to European Communications Strategic Thinking Skills       Excellent Communication Skills LEAN / Process Improvement Practitioner COPC Certified Train The Trainer Certified Licensed Teaching Profession Team Building Facilitation Skills   Communicating for Leadership Success Coaching for Peak Performance Leadership Trainings (some)     Continuous Process Improvement Leading High-Performance Teams Project Management Making Quality Decisions Professional Experience Financial Advisor - Sun Life of Canada (Philippines) Inc. June 2017 - Present WORK HIGHLIGHTS:  Licensed by Philippine Insurance Commission to act as an Insurance Agent  Educates Filipinos about Financial Literacy and Planning, and Management Manager - WW Partner Payment Team| WW SD Quality Assurance Team| WW Key User Team Lexmark International Cebu 6000 April 2016 – November 2017 WORK HIGHLIGHTS:  Manages a total of 21 professionals: 11 under WW Partner Payment including 1 WW Process analyst, 3 Payment Key Users and 7 Payment Specialists; 5 WW SDCM Quality Analysts; 4 Service Delivery Key Users  As a WW Partner Payment Manager, I ensure that my team timely and accurately validates eligibility of payment activities to be completed for our service partners in a monthly basis.  As a WW Quality Manager, our quality process adapts the COPC standard which is also practiced by most BPO companies in Philippines.  As a WW Key User Manager, my team serves as first point of escalation when there are process and system issues encountered by operations teams.         Initiates quarterly individual discussions to check and provide mentoring opportunities for my team’s career growth Leads Process Strategy focusing on 5S and EHS Program gearing towards inhabiting it as a way of life for our employees Leads Process Strategy focusing on Standardized Work with the goal of aligning our operations processes in a global perspective PROJECTS: Cross-functional Training Process Centralization of Partner Payment Process Transition of Partner Payment from Europe and Asia to Philippines System optimization of Partner Payment Manual Processes Process Centralization of Quality Processes for Service Delivery Manager - EMEA Service Delivery Lexmark International Cebu 6000 February 2014 – April 2016 WORK HIGHLIGHTS:  Manages 20 professional EMEA Service Delivery specialists handling different functions  Established backup system to ensure operations coverage during outages, and to build organizational capability  Champions SD Communicate – a strategy that builds engagement by initiating various interdepartmental activities among employees within Service Delivery Department  Initiates quarterly individual discussions to check and provide mentoring opportunities for my team’s career growth  Practices individual development plan for each direct report twice a year to guide them in their career plans and goals  Does a weekly checkpoint with TeamLeads to address team and operations concerns and provide weekly mentoring with Leads in managing their teams.  Promotes and drives process improvements within the team and service delivery  Empowers people to build trust, respect, foster open communication, hold self and team accountable and seek other’s perspective  Promoted 3 people in my team as of October 2015: 2 Key Users, 1 Coordinator, 1 TeamLead    PROJECTS: Cross-functional Training Workload transition of non-voice processes from Europe to Philippines Team Centralization of Key Users TeamLead - EMEA Service Warranty Contracts Lexmark International Cebu 6000 November 2009 – January 2014 WORK HIGHLIGHTS:  Leads team of 10 professional EMEA service warranty specialists  Spearheaded cross-functional initiatives to achieve process improvements.  Strengthens company's business by leading implementation of Cross-training, Database Enhancement, Rewards & Recognition, Workload Transitions and other projects.  Trains, coaches / mentors staff to ensure smooth adaption of new or improved program and process  Works directly with EMEA Account managers, Service Center managers, Leads, and subordinates to achieve smoother flow of operation and address pressing concerns  Adapted and Implemented LEAN Countermeasures within the team and operations  Supports the department in registration and invoicing of CSS service contracts, service packs & service bundles and other special requests related to warranties, and makes sure that these are in accordance to department SLA, processes and procedures, and our line of sight to customers.  Supports the manager in staff allocation; to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, support system, and shift rotations.  Supports the manager in meeting department productivity and quality goals  Manages Audit and Quality of the team. Generates and analyses the required Contracts Admin reports.  Acts as the first line of escalation for complex or out of policy operation problems.  Evaluates department processes. Recommends and coordinates needed changes based on process analysis  Coordinates department activities and special projects to ensure quality and meet timetables.  Coaches staff on their performance and encourages growth in a monthly basis   Serves on committees and teams as department representative. Collaborates with other Supervisors and Managers on projects and departmental activities     PROJECTS: Data Migration related to System Changes Workload transition from Europe, Middle East and Asia to Philippines Cross-Training of staff functions, workload assignments and skills Quality Process Specialist - EMEA Service Warranty Contracts & Parts Order Management Lexmark International Cebu 6000 July 2007 – November 2009 WORK HIGHLIGHTS:  Processes Parts Orders of European business customers for a year  Processes printer service warranty registration of European business customers  Handles simple to complex issue-resolution related to service warranties  Acts as point person for newly commissioned transitioned assignments  Trains and shares knowledge to teammates related to transitioned assignments  Acts as Officer-In-Charge during Manager's outage Sales & Customer Service Representative Convergys Cebu November 2005 – June 2007 WORK HIGHLIGHTS:  Handles inbound and outbound customer service calls to resolve customer issues  Troubleshoots phone issues over the phone  Sells mobile phone plans and additional features  Consistent awardee every year as Excellent Sales and Customer Service Representative  Awarded as The Most Excellent Trainee before endorsed to operations Personal Information Education: La Consolacion College – Bacolod, 2003 Bachelor of Arts in English; Graduated Cum-Laude License Examination for Teachers Passer - 2003 Licenses/Certifications: Teaching License –Secondary to Tertiary Education – since 2003 COPC – High Performance Management Techniques – August 2014 Train the Trainer Certification – July 2013 Date of Birth: October 24, 1980 Status: Married