Ferdilyn Carla Naveza

FERDILYN CARLA NAVEZA TEAM LEAD | OPERATIONAL COMPLIANCE EXCELLENCE 15 Mabolo St Zone 1 North Signal Village, Taguig City, 1630, Philippines - · https://www.facebook.com/ferdilyn.carla/ live:.cid.202da9b3730b3d3b linkedin.com/in/ferdilyn-carla-naveza- SKILLS/EXPERTISE Leadership and Team Work - With 12 years of expertise in a variety of fields, she is a highly accomplished team leader. With a positive approach and a range of strong skills, she is adept with a variety of platforms, programs, and office technologies. Demonstrated aptitude for creating and keeping up connections and communicating with clients. Proficient in phone, chat, back office, technical support, sales/retail, healthcare, and financial transactions. Committed to determining client requirements and providing appropriate fixes to all issues. Superior expertise in the customer service sector combined with excellent time management and organizational skills made me diligent and prepared to join my next team. A powerful figurehead who thrives under pressure and radiates optimism. People Management | Retention Effective Motivational Coaching Employment History Interpersonal Communication Skills Team Lead – Teleperformance Philippines (McKinley West, Taguig City) – Aug 2017 to July 2023  Leading a team of more than 160 business development employees to increase sales and business by 50%  Creating a culture of good communication among the project manager, quality analyst, and staff to boost operations by 35%.  Coming up with innovative plans while working closely with the head of the operations team to pitch new clients with an unmatched success record.  Monitor key performance indicators (KPIs) for all relevant functions, including MCs, RAs, customer service, and finance. tracking the execution of administrative duties and adherence to operational policies.  Holding monthly training and leverage sessions for 10+ performing associates to improve their abilities and increase engagement.  Holding monthly training and leverage sessions for 10+ performing associates to improve their abilities and increase engagement.  Streamlining the conventional approach to business development to reduce failure by 50% and increase success Lead Generation Product Market Sales Enhancement Time | Task | Quality Management Computer Skills (Office, Excel, Power Point, Google Task, Calendar, Sheets, etc.) Knowledge to ExpertiseSoftware/Tools: Oracle/Okta, CRM, Sales Force, Web Interfaces, PowerBI, Any Business Process Tools (BPO) – Data Entry, Customer Support, Form Processing, Tech Support, Telemarketing, Chat, Email, and Data Conversion. Clinical and Hospital Expertise: Emergency Procedures Medical and Surgical Injections and Intravenous Infusion for Child and Adult OB Gyn/Delivery/Newborn Care Dental/ENT/Dermatology Pediatric/GP/Home Care Technical Support – TELUS Philippines (Ayala Exchange, Makati City) – June 2016 – June 2017  Giving clients over-the-phone help with setting up new gadgets.  Supported more than 500 devices in terms of both hardware and software  Handling and resolving difficult technical issues escalated by tier II technical support specialists, with a track record of resolving 100% of support tickets escalated by tier II technical support specialists.  Educating tier II technical support staff on diagnosing and resolving persistently challenging technical issues in order to prevent further escalation Staff Registered Midwife, Al Zafer Hospital (Jeddah, Jeddah KSA) - July 2009 — November 2015 LICENSES/CERTIFICATION Certified White Belt Six Sigma Effective Coaching TOPS Certified Extensive Leadership Trained Passed Philippine Regulatory Commission Midwifery Board Exam April 2006 Member Integrated Midwives Association of the Philippines (IMAP), Inc. Passed Saudi Commission for Health Specialties Exam - September 2009 Medical Transcription EDUCATION DIPLOMA MIDWIFERY – March 2006 Graduated with High Honor Fatima School of Science and Technology – Goa, Camarines Sur Bicol BACHELOR OF SCIENCE IN INDUSTRIAL ENGINEERING – March 2002 Under Graduate Palompon Institute of Technology – Palompon Leyte REFERENCES Christian Jesus Regalado Manager – Teleperformance-ChristianJesus.Regalado@teleperfor mance.com-  150+ bed capacity for assessing and monitoring pregnant women  determining the level of care needed and creating care plans  receiving antenatal care in clinics, homes, and hospitals  administering screening exams  educating and reassuring women and girls while also offering emotional support; its partners  obtaining blood pressure, temps, pulses, and samples from the patient  keeping track of and giving out medication, injections, and intravenous  perinatal infusions and fetal monitoring during labor  assisting parents with their newborn's daily care and providing advice on the subject babies  supporting parents in their ability to cope with miscarriage, abortion, stillbirth, and death in infancy  educating aspiring midwives  recognizing high-risk pregnancy Clinic Supervisor, Clinic Esthetique (Quezon City) - December 2015 — January 2016  Oversee the day-to-day operations of a medical and aesthetic clinic with a capacity for 7 beds. Make sure that business runs efficiently all day.  Creates a budget; purchases therapeutic tools and supplies for patients as well as address budgetary difficulties.  Develops, assesses, suggests, and puts into action new initiatives when appropriate  Charged to ensure that patients' and clients' service demands are met. Keeps track of customer service feedback and assists in the process of resolving service issues and complaints.  To accomplish certain objectives, create action plans and a marketing strategy. The goal is to generate sales and discounts on goods and services.  Establish and maintain a positive working relationship with the supplier, colleagues, and doctors.  Protect the confidentiality of sensitive information. Accomplish other duties as directed Skin Care Specialist, Total Skin Care Center (Arnaiz Ave, Makati City) - May 2006 — June 2009  Estheticians specialize in cosmetic procedures, and aestheticians'  Assess the appearance and state of the client's skin.  Discuss various options and choose which products will improve the quality of clients' skin  Remove unwanted hair with wax, lasers, or other procedures that have been approved.  Promote products for maintaining healthy skin, such as creams, lotions, and cleansers. Inform and advise clients on how to properly apply cosmetics and care for their skin.  If customers want assistance with serious skin conditions, refer them to a different physician or skincare specialist.  Assist with minor cosmetic surgical operations for the body and face, such as liposuction and rhinoplasty