Ma Elisa Leano

MA.ELISA ROBLES LEAÑO #4 L.R Yangco St.                Navotas East , Navotas City                               Mobile #:-                E-mail:- Career Objective To gain a challenging position in a company known for its service where I can share the knowledge I have acquired in all the years that I have worked for in customer oriented business. Work Experiences EXL Service Philippines, Inc Period:  Sept 08, 2008 - Present 6F One E-Com Bldg Harbor Drive, SM Central Business Park Pasay City, 1300 Position:  Assistant Manager for Operations                  Job Description: Assistant Manager for Operations for a leading US based Insurance Company. Duties and Responsibilities: Monitor transaction on an ongoing basis and take corrective steps when necessary or make incremental improvement. Reviews compliance adherence on a regular basis Provide coaching and feedback to team members to enable them to improve their performance Coach team members. Identifies development areas and helps the individuals and the team to improve their performance and enhance their potential. Assist new hires such that they are productive on the floor in the shortest possible timeframe. Handles escalated call Provides inputs on process and system to team members Ensures that client’s internal policies and procedures are being adhered. Ensures compliance with internal policies and procedures, external regulations and information security standards. Handled customer service agent for a leading US Insurance Company (PROPERTIES AND CASUALTY) Responsible for over seeing / coaching the over all performance of the designated team (group of 10-20 reps) making sure that it is meeting if not exceeding client goals and requirements Ensure team members are achieving individual KPI metrics & SLA’s Delivers Performance Improvement Plan/ Disciplinary actions for non performing reps/Monthly performances Attends Bi Weekly Meetings, calibrations and Monthly business review with the client for any updates Assist clients Escalation, calibrations and Issue Alert Meetings which discussed current error trends of the Process Handle escalations from support agents and non-support agents. Work closely with Human Resources in the areas of staffing, performance management and workplace policies and procedures. Coordinates with workforce for any interval deficits, negative productivity hours and absenteeism Monitor agents using a variety of resources (recordings, live remote equipment, and side by side settings), and then coach each agent in one-on-one improvement sessions Facilitates team meeting and huddles Performing special projects and other duties as required. Affiliated Computer Services Period:  November 11, 2006 – Sept. 1, 2008 One E-Comm Bldg Harbor Drive, SM Central Business Park Pasay City, 1300 Position:  Secondary Tier Support For Airline Travel reservation Exchange                  Job Description: Responsible for Reservations office day to day leadership by providing real time assistance to agents who are taking calls. To coach, offer feedback and to support the agents by being visible and available to both internal and external customers. Duties and Responsibilities : Product Specialist for Multi Airline Company. Support to Travel Agency Reservation agents who are handling Elite, general customers and travel agents from around the world. Assisting customers and  passengers during Irregular operations.  Resolves Internal and External customers problem at the first point of contact Ensures that the company’s goal and objective is communicated to all reservations agent by providing information regarding company and departmental policies and procedures. Trainings Attended Feedback That Works Seminar – Dec. 2009 Facilitator: Lawrence Basilio Venue: EXL Service (Training Room 3) First Time Leader Course - Dec. 2010 Facilitator: Mandakini Aggarwal Venue: EXL Service (Training Room 3) Adaptive Coaching – Nov. 2010 Facilitator: Mary Gene Doculan Venue: EXL Service (Training Room 3) Awareness of Six Sigma Elementary TRaining – Oct.. 2010 Facilitator: Raymund Yesena Yulo Venue: EXL Service (Training Room 3) Intro 320 – Sept.26-Dec.05, 2011 Facilitator: The Institute Facilitator: Eos Cielo Rondona/Dyan Dimaano Tan Venue: EXL Service (Training Room 3) Trainings Attended Accent and conversational English Listening  effectively Grammar and word choice Positive focus and Confidence Identifying and revealing customer needs Problem diagnosis Dealing with angry customers Stress Management Defining and matching solutions to meet customer needs Providing Service Solutions Evaluating root cause and Implementing a solution Adaptive Coaching   Educational Attainment And Certification Registered Medical Technologist    Rating : 85%                                        Date Taken:  May, 1991 Tertiary:   Martinez Memorial College               B.S. Medical Technology Arts Caloocan City                                                    Secondary: San Jose Academy Navotas                                                   1993 – 1997 Personal Information Birthdate:June 27, 1970 Height: 5’4 Weight: 195lbs Nationality: Filipino Status:Married