Elizabeth Estrella

ESTRELLA, ELIZABETH M. BLK 30 LOT 2 WEST MAGNOLIA LANE EVERGREEN COUNTY JUBILATION BINAN CITY- ▪- Objectives Exploring career opportunities to utilize my 12 years of experience in different facets of Human Resources, Sales, Customer Service, Counseling, Training and Development, to benefit mutual growth and success. Experience Child Care Administrator ▪ June 2018–June 2020 FruitOfAllCreations.Ph ▪ Evergreen County Jubilation Binan City Laguna - Creates training and learning plans for Child Development Teachers. Oversee the whole teaching process for learners and school staff. Develop class schedules and ensuring curriculum standards are met. Provides leadership in times of crisis and lay out optimistic goals and visions for safe and productive learning. Conducts evaluations to ensure proper administration of the curriculum. Adjudicates disciplinary sanctions to staff and provides counseling and guidance programs to improve skills and over-all performance. In-House Sales and Services Account Officer ▪ August 2016–May 2018 Metrobank Card Corporation – A Finance Company ▪ 6778 MCC Center Ayala Ave., Makati City - - Assists Customer Service Supervisors and Managers on providing appropriate feedbacks and resolutions related to sales progress, employee engagement, meeting sales targets and suggests competency tools during team huddles and meetings. Handles escalations and manages changes on call-handling, policies and procedures. Contributes in monitoring team statistics, attendance and meeting sales targets and service strategies. Coaches and buddy-up’s the newly hired and under probationary employees, helping them to familiarize with the day-to-day processes, operational policies and procedures. Assigned to do day-two checking for each account maintenance or requests. Recommends improvements in customer service procedures and productivity. CS Engagement Ambassador - ▪ January 2016- May 2018 Metrobank Card Corporation – A Finance Company ▪ 6778 MCC Center Ayala Ave., Makati City - With direct report to Training Managers and People Development Team in engaging employees, building up positive relationships and creating the working environment less stressful. ESTRELLA, ELIZABETH M. Page 2 - Use and create innovative learning and engagement tools with the company’s best practices applicable in customer service and employee development. Develops training modules and engagement programs to ensure employees competency and service delivery. Designs e-learning tools and facilitates classroom trainings. Create “teasers” for the company’s workplace, a social media account used by all MCC employees. Evaluates training feedbacks and promotes organizational plans needed for employee learning and development. Works cross functionally for process improvement necessary for quality and compliance. Leads the team in planning, organizing and facilitation of engagement activities. Baptist Church of Binan Fulfillment Assistant ▪ March 2015– July 2016 Metrobank Card Corporation – A Finance Company ▪ 6778 MCC Center Ayala Ave., Makati City - Resolves customer complaints and queries via email, chat or social media within assigned TAT. Build customer relationships as part of sales process. Handles maintenance in customer’s accounts and personal records. Resolves BSP complaints and processes endorsement of customers request to designated unit. Senior Account Specialist Branch Assistant - ▪ October 2011 – February 2015 Metrobank Card Corporation – A Finance Company ▪ 6778 MCC Center Ayala Ave., Makati City - Attends to Metrobank Branch concerns related to credit card queries, requests and complaints. Handles VIP accounts and high valued clients and BSP complaints. Manages high volume of customer calls, addressing product complaints and resolves customer service issues timely and efficiently. Maintains up-to-date knowledge on credit card policies and procedures, payment arrangements, marketing promos and product features. Consistently meet insurance sales targets and proactively offers card rewards incentives to customers. Handles customer retention concerns, upsells installment card services and offers credit balance conversion options to cardholders. Customer Service Inbound - ▪ September 18, 2006 – September 2011 Metrobank Card Corporation – A Finance Company ▪ 6778 MCC Center Ayala Ave., Makati City ESTRELLA, ELIZABETH M. Page 3 - Provides exceptional customer service experience through active listening and problem solving of the branch-related concerns. Consistently exceeded customer expectations through expert resolution of accountholders complaints, issues and concerns. Cross-trained and provided back-up for other representatives when needed. Processes customers and branch personnels request, provides resolution to disputes and escalate concerns appropriately. Handles special tasks assigned by Supervisors and Managers. Human Resources Assistant - ▪ May 2004-August 2006 PLAN International –NGO ▪Legaspi Village, Makati City - Assist the HR Manager to accomplish human resources related tasks such as documenting grievances, absences, terminations, performance reports and compensation and benefits information. Handles employees 201 files for easy retrieval and processes information updates. Handles travel arrangements for company executives. Maintains calendars of HR management team. Administers pre-employment exams and assessments. Schedules job interviews and assisting in interview process. Orients new employees to the organization and serves as a point person for all new employee questions. Sunday School Superintendent and VBS Director of the First Baptist Church of Binan, Laguna. 2016 up to present. - Creates training manuals and biblical lesson modules for teachers and children. - Recruits and trains teachers. Ensures each class has a qualified Sunday school teacher. - Conducts formal interviews with the candidates or appoints teachers based on referrals and recommendations. - Creates budget proposal for team buildings and training events. - Handles monthly expense reports generally for food and teaching resources. - Delegates duties and assign tasks to other ministry leaders or members. - Coach and evaluates teacher’s performance. - Leads the youth and young professionals in training, equipping them in service and to actively disciple others. - Provides spiritual guidance and counsel other members, in regards to their spiritual well-being. Facilitates training classes and engagement activities for church’s youth members. Events Host, Stylist, Team-building facilitator and Coordinator. Fruit of all Creations, Training and Events Management. ESTRELLA, ELIZABETH M. Page 4 - Hosts different events like weddings, birthdays, milestones and anniversaries. Plans, Organizes and coordinates weddings, engagement parties, team-buildings and group dynamics. Create proposals for trainings and team-buildings based on the company objectives. Designs fun-filled exercises, games and activities for practical group learnings. Facilitates team-building activities to strengthen corporate values, teamwork and establish relationships. Develops training programs to resolve organizational conflicts and revitalize team’s progress. Skills  Quota-surpassing Sales Person. With a history of exceeding customer and employer expectations and has established long term, loyal customer base relationship.  Persuasive Communicator and organizer. Able to identify selling opportunities, and can overcome objections turning them into sales.  Accustomed to working in fast-paced environment, with the ability to handle most difficult clients and VIP’s.  Excellent interpersonal skills, and can work well with others, in both supervisory and support staff roles.  Flexible leader and problem-solver who can motivate and manage large diverse teams to achieve challenging goals.  Has expertise in Customer service and HR principles, recruitment, group dynamics and can create processes for improvement of both customer and employee retention.  Trained in different sub-fields of Customer Service Industry. Education City College of Manila (Unibersidad de Manila) – Full Scholar ▪ Bachelor of Science in Psychology Literary Writer and Photographer – Ad Sapientiam, the Official Newsletter of the Unibersidad de Manila (formerly City College of Manila) Blogger. – Peaceful Solace Forex Student. Mental Health Advocate. ESTRELLA, ELIZABETH M. Page 5 Team Building Facilitator and Training Module Creator. – C-Level Team Achieved 111% year-to-date score for MCC Inbound Productivity. Awardee for upholding the value of Customer Focus and Customer Satisfaction, Dec. 14, 2017. Service Awardee of 2016, for 10 years of delegation, loyalty, and leading by example in MCC. Passed and completed the Life Insurance Agents Course at the Insurance Institute for Asia and the Pacific, Inc. Speaker and Facilitator of the “Head Nurses League Group Cohesiveness Program 2015” at Makiling, Los Banos, Laguna. References Available upon request.