Feligene S. Libunao

FELIGENE S. LIBUNAO PACO, MANILA, PHILIPPINES | - |- PROFESSIONAL SUMMARY KEY SKILLS Virtual Assistance & Remote Operations: Remote Team Leadership, Virtual Team Management, Performance Monitoring & Coaching, Workflow Optimization, Remote Training & Development, Virtual Communication. Data Management & Process Improvement: Data Accuracy , Process Optimization , Quality Reviews , Compliance , Lean Six Sigma Methodologies , Documentation. Customer Service & Communication: Client Relations , Customer Satisfaction , Escalated Call Handling , Professional Communication, Confidentiality Protocols. Training & Development: Curriculum Development , Instructional Design , Needs Analysis , Learning Strategies , Onboarding , Performance Management. Legal & Medical Support (Transferable): Medical History Intake , Chart Documentation , Legal Research (Supreme Court Rulings) , Legal Document Drafting (Affidavits, Motions, Briefs) , Administrative Support , Case Progression Support. Software & Tools: Microsoft Office Suite, Google Workspace, CRM Systems (implied by custom Highly accomplished and results-driven professional with over 10 years of progressive experience in remote team leadership, training, and data management, poised to excel as a Virtual Assistant. Proven expertise in optimizing processes, enhancing data accuracy, and delivering exceptional customer service. Lean Six Sigma Yellow Belt Certified, adept at leveraging advanced communication and organizational skills to empower high-performing virtual teams. Seeking to apply a comprehensive skill set in medical, customer service, or legal support environments, contributing to operational efficiency and client satisfaction. WORK EXPERIENCE Clear Choice Global Support Solutions, Remote Medical Intake Coordinator | April 2023 – PRESENT Conducted an average of 30+ detailed phone interviews daily with claimants, expertly capturing comprehensive past and current medical histories while upholding strict professionalism and confidentiality protocols. Ensured 99% data accuracy and completeness by precisely documenting claimant responses and creating/updating an average of 50+ medical charts daily, consistently meeting rigorous quality and documentation standards. Optimized operational efficiency by consistently adhering to established call duration guidelines (e.g., 10-minute average call time) and effectively managing time to meet scheduling and staffing objectives. Actively participated in weekly quality reviews and proactively implemented feedback, contributing to continuous improvement and ensuring all calls and charts consistently met established accuracy and quality standards. Managed demanding daily call schedules to ensure timely outreach to over 40+ claimants per day, directly supporting efficient case progression. Concentrix, WAH Training & Quality Supervisor | July 2018 – March 2025 Successfully supervised and developed a team of 15+ on-site Quality Evaluators, consistently achieving high accuracy (e.g., 95%+) and attainment rates (e.g., 98%+) across assigned client portfolios. Delivered critical quality-related analysis and insights on overall program performance for key clients, directly informing strategic decisions and improving client outcomes by an estimated 15%. Led impactful needs analyses, identifying root causes of performance gaps and client alignment challenges, which resulted in developing and executing targeted action plans that consistently met and exceeded business goals by an average of 10%. Drove significant improvements in governance across all training and quality facets, positively impacting overall business compliance and success by 20%. FELIGENE S. LIBUNAO PACO, MANILA, PHILIPPINES | - |- WORK EXPERIENCE LANGUAGE PROFICIENCY Speechace CEFR: C1+ (Pronunciation: C1+, Fluency: C1+, Vocabulary: C2, Grammar: C1+) Speechace TOEIC: Pronunciation: 170/200, Fluency: 180/200, Vocabulary: 190/200, Grammar: 180/200 Speechace TOEFL: Pronunciation: 27/30, Fluency: 25/30, Vocabulary: 29/30, Grammar: 27/30 Speechace IELTS: Pronunciation: 7.3/9, Fluency: 8.2/9, Vocabulary: 8.5/9, Grammar: 7.8/9 AWARDS/ CERTIFICATIONS Customer Operations Performance Center (COPC) for Team Leaders Training – March 2023 Lean Six Sigma Yellow Belt Certification – March 2023 Training with Impact – January 2023 GROW Coaching Certified – June 2022 Master Trainer Certifications (Multiple Accounts: US Retail, US Webhosting, US Cable, UK Telco) Red Hat Certification – 2013 Achieved Master Trainer Certification for a US-based retail account (Omaha, Nebraska) and a US-based web hosting account (Voice and Chat LOB, Tempe, Arizona), demonstrating advanced expertise in instructional design and delivery. Developed and implemented impactful learning strategies and programs that enhanced skill levels and professional development within the team, leading to a 25% improvement in team performance metrics. SelectialPh Business Management Consultancy, Makati Training Manager | May 2015 – April 2018 significantly improving the efficiency of talent acquisition by reducing time-to-fill by 20% and cost-per-hire by 15%. Supervised and mentored a recruiting team of 5, consistently monitoring performance against key metrics and achieving measurable improvements in recruitment efficiency. Developed and implemented a wide range of learning strategies and programs, including designing impactful courses, career plans, and workshops that addressed individual and organizational development needs for over 200 employees. Managed training budgets of up to $50,000 effectively and cultivated strong relationships with essential vendors and consultants, ensuring cost-efficient and high-quality learning solutions. Significantly improved new hire training programs for both steady and seasonal ramps through the strategic application of blended and scenario-based learning methodologies, leading to a 30% faster onboarding and improved productivity. Alorica, Makati Senior Trainer | October 2013 – March 2015 Achieved Master Trainer Certification for a prominent online shopping account (Aliso Viejo, California), demonstrating advanced expertise in curriculum development and delivery. Successfully oversaw numerous new hire training classes (averaging 25-30 trainees per class), consistently ensuring a smooth and effective onboarding experience that accelerated time-toproficiency for new employees by 20%. Developed comprehensive and engaging training modules, directly contributing to enhanced knowledge retention by 15% and improved agent performance by 10%. Represented the Training Department in Weekly Business Reviews (WBRs) with clients, providing critical insights and feedback on training effectiveness and agent performance to improve outcomes. Startek, Pasig City Academy Bay Supervisor | August 2012 – October 2013 Spearheaded training for an Australian-based Transcription Program, developing and delivering specialized curriculum that ensured highquality output and client satisfaction. Managed the Postpaid tower for a local Telco, overseeing training initiatives that directly impacted team performance and service delivery for a critical business segment. FELIGENE S. LIBUNAO PACO, MANILA, PHILIPPINES | - |- WORK EXPERIENCE EDUCATION EARN Computer Secretarial Graduate | June 1992 – March 1993 Academic Excellence, Bronze Medalist Academic Excellence in Basic and Advanced Business English ‘ Emilio Aguinaldo College, Manila Graduate in Midwifery | October 1988 – July 1991 Board Passer, Professional Regulations Commission Lyceum of the Philippines – AB Mass Communication, Major in TV Broadcasting – Undergraduate | June 1986 – March 1988 Planned, implemented, and supported robust training activities for new hires, consistently meeting and exceeding client-provided metrics for trainee performance and readiness by 90%. Monitored trainees' performance rigorously, ensuring optimum levels were met before certification, and effectively managed offboarding processes when necessary to maintain quality standards. Accenture, Mandaluyong City Communications Trainer | July 2010 – May 2011 Routinely monitored and assessed agent language quality and communication skills for over 50 agents, accurately identifying individual strengths and key areas for improvement. Provided timely and constructive language feedback to agents through both call monitoring systems and in-person sessions, significantly contributing to agent skill enhancement by 15%. Successfully executed targeted coaching sessions for agents, leading to measurable improvements in their communication effectiveness by 20%. WNS, Quezon City Senior Executive Trainer | August 2008 – May 2010 Achieved Train-the-Trainer Certification with the highest possible grade for a prominent UK Telco account in Doxford, England, demonstrating exceptional mastery of instructional design and delivery. Authored a significant portfolio of over 20 learning modules, presentations, forms, up-training kits, and refresher courses, directly enhancing the quality and effectiveness of training content across the organization. Advanced Contact Solutions Inc., Makati City Training Specialist | May 2005 – July 2008 Achieved Train-the-Trainer Certification for a prominent US Airline Account, demonstrating proficiency in instructional design and delivery tailored to the airline industry. Demonstrated expert-level knowledge of key airline systems, including Sabre, Shares, TASAR, and Navitaire, enabling comprehensive and accurate training delivery. Quisumbing Torres - Associate Office of Baker & McKenzie Law Offices, Taguig City Legal Assistant | April 1997 – June 2003 Served as the primary front-liner and administrative support for two Senior Associates and one Partner, effectively managing schedules, communications, and logistical needs to ensure seamless operations. Conducted meticulous research of Supreme Court Rulings, successfully identifying relevant citations and precedents essential for legal arguments and brief development. Proficiently drafted various legal documents, including Affidavits, Motions, and Briefs, demonstrating strong attention to detail and adherence to legal standards. *REFERENCES WILL BE PROVIDED UPON REQUEST