Elsie Harina

Elsie Harina M: - E:- PROFESSIONAL PROFILE • • • • • 10 years of experience in account and client management and customer service Knowledgeable in MS Office, Xero, Salesforce, Confluence, SharePoint, Siebel, Astute Payroll, Hubdoc, Dashlane, Dropbox, JobAdder, Trello, ASANA, Employment Hero, Calendly, Zoiper, Bria Effective communicator, both in written and oral Analytical, keen to details, results-focused and a team player Currently studying online Digital Marketing (Masterclass – 23 courses in 1) EXPERIENCE BUSI NESS SUP P ORT | VI RT UAL ASSI ST ANT, 3X P ART NERS December 2019 – Present • Manages the accounts part of the business • A bit of bookkeeping, process payroll, monitors and updates cashflow forecast/report, updates the P&L actuals, invoicing, chasing the clients for payment, bill payments • Coordinate communications, taking calls and emails • Systemization – Created process pages in confluence for recruitment methodology, Astute payroll, Xero reconciliation, marketing tools, job ads guide, and other internal 3x business processes. C L I ENT SERVICES MANAGER, H KT T EL ESERVICES • • • • • • • • • • May 2017 – May 2018 Project Management – Planning, Execution and Ongoing Monitoring Provided Problem Management support to detect root cause and mitigate against future events. Assisted in tactical and strategic objectives with focus on execution for the team and the entire center. Lead transformational projects and initiative. Managed the ongoing strategic business relationship with some accounts and is the contact point for Management Team. Ensured high performance service delivery that consistently meets or exceeds the agreed targets. Participated in contractual and pricing negotiations. Organized and facilitated the Quarterly Business Reviews. Lead the operations team to meet the agreed service level standards, customer satisfaction measures, and other KPIs of the respective countries under the SOW to ensure smooth and efficient Services implementation, as well as managed the ongoing relationship with clients. Prepared monthly invoices of accounts due for billing. C L I ENT SERVICES MANAGER, FI RST ADVANTAGE May 2010 – April 2017 Account Management: • Managed service delivery for strategic accounts (Bank of America-Merrill Lynch, JPMC EMEA, Standard Chartered Bank) operating in different locations across Asia Pacific, as well as premium and core accounts of different industries. Elsie Harina CV • • 2 Consistently achieved monthly service level by engaging primarily on quality, SLA management and process improvement. Delivered a well-organized monthly business reviews to the client and senior management. Business review includes sales and volume forecasts, SL reports and project timetables. Client Services: • Cultivated excellent long-term relationships with clients by maintaining on-going communication and facilitating solutions to address concerns. • • Ensured client needs are met in a way that improves customer satisfaction and increases profitability. Resolved customer service issues, streamlined business operations and provided support and product training. Coordinated with the client's Recruitment, Onboarding and Compliance Teams across Asia Pacific to resolve delivery issues and to identify appropriate workforce solutions relating to employment screening, onboarding and compliance. • People Management: • • Handled interviewing, hiring, training and mentoring specialists along with administering conflict and performance management. Coordinated work flow among six support groups and supervised six senior client services specialists to ensure that all end-to-end processes and standards are being performed with quality and on time. Project Management: • Acted as the Subject Matter Expert and Project Coordinator by facilitating, implementing and monitoring projects such as those relating to process change, setting up of new accounts, migration of accounts from one platform to another and other assigned projects in coordination with the Regional Project Manager. Quality Assurance and Process Improvement: • • Acted as one of the Brand Ambassadors and Quality Champions for an Operational Excellence (ERP Implementation) project aiming to streamline global operational processes in South Asia. Acted as one of the Quality Champions who calibrated processes and identified and resolved delay and quality issues in operations. Billing and Invoicing: • Prepared and processed monthly invoices of cases due for billing. C UST OMER SERVI C E REP RESENT AT I VE, FIRST SOURCE SOL UT IONS • • 2 Oct 2009 – May 2010 Consistently achieved competitive CSAT and QA scores by providing credit card customers an adequate level of service on their questions or concerns related to credit card deactivation, plan change and ad-on requests, account inquiries, and billing. Consistently achieved the upsell targets every month by understanding the customer needs and offering the appropriate products and services. Elsie Harina CV • • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Maintained up to date knowledge of product and service changes. ONL I NE ENGLISH T EACH ER, DUZON E & H PHIL IPP INES • • • • • July 2008 – May 2009 Successfully improved student participation in the classroom through integration of creative role-playing exercises. Implemented reading and writing workshops to increase student literacy and support school reading programs. C UST OMER SERVI C E REP RESENT AT I VE, C ONVERGYS • 3 Feb 2006 - July 2008 Consistently achieved competitive CSAT and QA scores by providing satellite customers an adequate level of service on their questions or concerns related to plan change and ad-on requests, account inquiries, and billing. Accurately documented, researched and resolved customer service issues. Effectively managed a high-volume of inbound and outbound customer calls. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. EDUCATION DE L A SALL E L IP A T ERT I ARY SC H OOL B.S. in Computer Science 3 -