Toni Mapua

 C TONI MAPUA 1 Augustus St. BFRV, Las Pinas City, Philippines 1740  Phone - - I am currently working as an Account Leader. I have almost 13 years of Professional experience in Customer Service, Office Management and Administration activities of an organization. OBJECTIVE Looking for the paramount and challenging job opportunity where I can perform my duties and responsibilities with the help of my skills and abilities. EDUCATION GRADUATE SCHOOL Masters of Arts in Guidance and Counseling De La Salle University-Dasmarinas,2007 TERTIARY LEVEL Bachelor of Arts in Psychology De La Salle University-Dasmarinas,- SECONDARY LEVEL Sta. Clara Parish School,- ELEMENTARY LEVEL South Merville School,- SKILLS Corporate Communications Problem-solving and decision-making skills Creative Team Leadership Oral and written communications Performance and productivity improvement Web & Print Content Development Software: Photoshop, ImageReady, MS Office (Word, Access, Excel, PowerPoint) Web/Multimedia: Content Management Systems Development of Training Materials Public & Media Relations New Process Launch PROFESSIONAL EXPERIENCE LTC Global Agency, Fort Myers, Florida Manila Satellite Office- Leads in providing capital, sales and marketing solutions to the Long Term Care insurance industry New Business Consultant, May 2015 – Present Monitors New Business application pre and post sales Prepare account reports, development strategies and other documents LTC BPO, Fort Myers, Florida Manila Satellite Office- Leads in providing capital, sales and marketing solutions to the Long Term Care insurance industry Operations Manager, October 2012-October 2014 Oversaw account management and supervision Led team activities, marketing, and finance and business relationships Prepared account reports, development strategies and other documents for team management Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Performed quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives Operations Supervisor, February 2009-October 2012 Oversaw team management and supervision Led team activities, marketing, and finance and business relationships Prepared team report, development strategies and other documents for team management Monitor interaction between staff and callers to ensure quality assurance standards. 24/7 Customer Services, Optus Australia SingTel Pty. Ltd. - leader in delivering cutting-edge mobile communications, mobile technology & broadband entertainment services Customer Care Officer, July 2007- December 2008 Answer calls from mobile Optus mobile customers in Australia and abroad about their postpaid mobile phone query. Assess newly trained agent's performance on their first month in production Adjust credits made by the agents within the cluster Handles escalations from agents within the cluster APAC Customer Services, Blue Cross of California- Health insurance provider in USA Eligibility, Benefits and Claims Associate, June 2006- July 2007 Best Associate for the first quarter of 2007 Handle calls from health providers regarding Eligibility, Benefits and Claims for Blue Cross of California members Reprocess system adjudicated claims that was escalated by Manila and California Customer Service Department Handles escalated calls by agents within Manila Center TRAININGS AND SEMINARS ATTENDED English Grammar Pro | Beginner to Advanced (A1-C1) Grammar An Entire MBA in 1 Course:Award Winning Business School Prof Online Marketing Business: Create Your Agency, Step-by-Step Investing In Stocks The Complete Course! (11 Hour) Cloud Computing Changes the Vendor Landscape - David Mitchell Smith September 5, 2013 IELTS Passer (Please see attached certificate) IDP Philippines, December 2011 Health Insurance Portability and Accountability Act of 1996 Licensed Practitioner, Blue Cross of California, July 2006 MEDSPEAK passer APAC Customer Services, July 2006 Psychological Services Department (200 hours) Elsie Gaches Village, May 15 June 14 2006 Assistant Psychometrician (300 hours) Executive Search Division, Headhunter Manila, April 5 May 5 2006 Peer Counselors Group Seminar DLSU-Manila, June 2003 REFERENCES Ayee Flores Senior Operations Manager, 24/7 Customer Service Philippines Dr. Mark Edwin Aspra Dean, College of Liberal Arts, De La Salle University- Dasmarinas Gracey Cajandab-Hernandez Account Manager, C3 Customer Service