MAYE K. IGNACIO, CEQP
Unit 202 Building 8 Hampton Gardens Condominiums
100 C. Raymundo Street, Maybunga, Pasig City, Philippines
Email: -Home Phone #: -
Mobile Phone #: -
CEQP Certificate Number: CEQP-2011-12
Six Sigma Green Belt Trained and Certified (DigiLEAF, Inc.)
Projects Achieved/Completed:
Improving the FCR or First Call Resolution (of a US-based client) to achieve the compliance rate of 70%
Standardization of Site Operational Processes (for ISO Certification)
Certified Internal Quality Auditor (DigiLEAF, Inc) for ISO 9001:2008
Work Experiences:
Senior Operations Manager
SPI Global Incorporated, Pasig City
June 2012 – October 2015
Managed international and local clients that are financial in nature (money remittance and non-life insurance – Bank)
Senior Operations Manager
SPI Global Incorporated, Iloilo City
September 2009 – June 2012
Managed the customer service and technical support teams of a US-based client (Satellite TV)
Call Center Operations Consultant
Makati Medical Center, Makati City
January 2009 – August 2009
Initiated the in-house call center of Makati Medical Center which became fully operational by early 2010 (MMC On-Call)
Senior Operations Manager
Vocativ Systems Incorporated, BGC – Taguig City
2007 – 2009
Managed multiple accounts from international clients – customer service, technical support, online sales, hotel reservations, VISA interview scheduling
Operations Manager
Vocativ Systems Incorporated, BGC – Taguig City
2005 – 2007
Managed the customer service of a US-based Telco company and a US-based anti-virus provider
Team Leader
Vocativ Systems Incorporated, BGC – Taguig City
2003 – 2005
Handled a team of 15-20 customer service representatives handling a US-based Telco Account
Customer Service Representative
Vocativ Systems Incorporated, BGC – Taguig City-
I started my BPO career as a customer service representative right after college. I also had a chance in handling Technical Support, Sales and Collections.
Education Background:
College:
University of Santo Tomas, Manila, Philippines
Bachelor of Science in Commerce, Major in Business Administration
Graduated – March 2002
High School:
Immaculate Heart of Mary College, Quezon City, Philippines
Graduated – March 1998
Grade School:
San Juan Elementary School, San Juan City, Philippines
Graduated – March 1994
Personal Information:
Age: 35
Birthday: May 29, 1981
Civil Status: Single
