Katherine V. Isler

KATHERINE V. ISLER 101 Matatag Street • Barangay Central, Quezon City - •- OBJECTIVE: Seeking employment as Virtual Assistant SUMMARY OF QUALIFICATIONS:  9 year’s management/leadership experience in diverse functional areas: customer service, training and quality, and operations; Circle of Excellence Awardee for exemplary performance as Team Manager for Operations in 2010  Known for building strong relationships with internal and external clients and partners; consistently ranked high in Employee and Leadership Satisfaction Surveys;  Proven track record of leading high performing teams; established outlier management programs with 75% success rate, can delegate effectively; and motivate teams and individuals in being the benchmark for quality and customer service standards.  Licensed professional insurance agent in the country; adept in personal finance with extensive knowledge in the insurance industry here and globally; trained in selling and creating marketing tools and promotional instruments.  Energetic with strong communication and presentation skills; adept in planning and organizing corporate functions and events; work well independently and/ or collaborate with team members.  Proficient in MS Office products: Word, Excel, PowerPoint and Internet Research PROFESSIONAL EXPERIENCE: Operations Management, Training and Quality, Customer Service 2005 -2014 Sykes Asia Inc., Makati City, Philippines (Financial Account) Account Manager, Operations Account Supervisor, Operations Team Leader, Operations Senior Quality Coordinator Quality Assurance Coordinator Customer Service Associate February 2011 – May 2014 October 2010 – February 2011 November 2008 – October 2010 May 2008 – November 2008 March 2006 – May 2008 February 2005 – March 2006 Account Management 1|Page  Sustains and grows business partnerships with clients offering proactive solutions; Identifies problems, analyzes trends and implements corrective and preventive actions  Ensures smooth daily activities in the call center; see to it that daily staffing requirements are met by making intelligent forecasts on influx of calls; ability to think tactically and act immediately when system issues or an unexpected situation arise.  Key member in the campaign for increasing client satisfaction rating from 75% to 85% by:  driving the account’s Quality score to 92% from below expectations  providing faster delivery time by decreasing the Average Handling Time (AHT) of Client Servicing Utility (largest Line of Business/Department) by 45 seconds.  Spearheaded the execution of the Account’s outlier management program; results 75% passing rate, decrease in attrition rating due to poor performance;  Prepares performance reports by collecting, analyzing and summarizing data and trends; presents monthly reports to senior leaders; provides comprehensive analysis and performance assessments during Quarterly Business Reviews with business partners and clients.  Creates budgets and forecasts. Measures and tracks financial performance against forecast and budget.  Provides any form of assistance and support to the Senior Account Manager; relay relevant information to the Senior Account Manager that may impact the account’s operations. Project Management  Recipient of Service Excellence Award in 2007 for my contribution in providing developmental programs to reduce the learning curve of new hires and creation of enrichment programs for tenured associates.  Successfully launched a specialized new Line of Business (LOB); the unit met the client’s Key Performance Indicators (KPIs) on its 3rd month in operations.  Led an experimental team of associates that makes Outbound calls to customers with incomplete requirements and/or pending applications; the team was already on its 5th year prior to my separation from the company.  Initiated the research of the Life Claims Paper Utility (LCPU) productivity and efficiency issues; presented the outcome and recommendations of the study to the head of Claims department; changes in the process of distribution of cases and review process as well as adjustments in the team’s goals were approved; resulted to increase of completed paper cases and employee satisfaction rating in the department. Team Management 2|Page  Supervises a team of 10 direct reports and over 100 indirect reports; manages the operations of 5 Line of Businesses (LO)/ Departments.  Accountable for the performance of account supervisors thru coaching, creating and maintaining development plans, conducting appraisals, recommending training and encouraging individual employee participation in decision making.  Conducts daily stand-ups, weekly and monthly meetings and quarterly Focus Groups to direct and indirect reports per team and per department; disseminate internal and external new processes and procedures and/or changes in policies to all employees.  Maintains professional and technical knowledge in the call center field and in the emerging trends in the financial industry People Management  Formulates, rolls-out and regularly reviews Account’s incentive programs and Team challenges; creatively thinks of ways to recognize and reward employees;  Produced manuals, facilitated training and seminars, and conducted workshops to Customer Service Associates and Account Leaders for Succession Planning  Head of the Creative Team in-charge of brainstorming, planning ,organizing, budgeting and implementing monthly “Fish Activities” and account-wide programs like the Annual TownHall, Summer Outing, Film Viewing, Outreach Program, Christmas Party and the well-attended Account’s 10th Year Anniversary; work in partnership with the Quality Department for the Annual Customer Service Week.  Team up with the Training & Recruitment team in recruiting, selecting, orienting, training, assigning, and coaching employees; partner with Human Resource in counseling, disciplining and addressing any human resource concerns. Personal Finance; Sales and Marketing 2013 – 2014 PRULIFE UK Philippines, Makati City Philippines Financial Consultant PruFaster Silver Awardee (Award given to new agents with the highest number of sales in their first 90 days with the company) - Noble Asia Inc., Quezon City Philippines Marketing Executive - Megaworld Corporation, Bonifacio Global City, Philippines In-house Property Consultant Technical Skills 3|Page  Ability to learn and retain product specifics and company processes in a short period of time; has extensive knowledge on the processes, procedures, products and services, policies, and rules and regulations governing the insurance industry in the country and globally  Effective and efficient in managing daily and weekly activities geared towards meeting sales targets; experienced in setting appointments over the phone; has excellent presentation skills and; trained in using different closing techniques;  Capable of using company provided tools and resources but also has the experience in creating own marketing tools and promotional instruments; prepared proposals and/or company offerings; organized and facilitated Financial Planning Seminars to corporations and other organizations.  Knowledgeable in Asset Management, Retirement Planning and Estate Planning Interpersonal Skills  Market services by approaching natural market, saturation and prospecting in different community functions; ensures continuity of business by obtaining referrals from existing clients  Build strong relationships with customers; maintaining personal networks; regularly monitors and track changes in clients life circumstances  Provide after-sales services including answering additional questions, alleviating concerns, client-retention, preparation of documents and requirements needed for the sale, and accomplishing new and different requests. Analytical Skills  Interviews, gather information from clients to identify which products/services offered best suit their needs; utilize the Financial Needs Analysis tool in assessing client’s financial situation and in evaluating clients’ risk tolerance.  Takes initiative in updating job knowledge by monitoring financial markets and economic conditions, observing competitors and always in the look-out for new products; widen knowledge on the business by reading professional publications, listening to pod casts, and watching videos  Identifying and evaluating strategies for upselling. EDUCATION Bachelor of Arts - Business Administration (Finance Major) (June 1999 – March 2003) Positions held  Junior Financial Executive (JFINEX) Miriam College Chapter President (Jun 2002 – March 2003)  Inter-School Business Association (IBA) Miriam College Chapter Member (Jun 1999 – March 2003)  AIESEC International Miriam College Chapter Vice-President for Finance (Oct 2001 – March 2002) 4|Page TRAINING   SYKES UNIT COST MODEL A course presenting a snapshot view of how the company bills its clients.  SYKES KHALIX An online course designed to teach the learner about how to use the intranet based Khalix cost reporting tool.  SYKES FINANCIALS 101 A web based course designed for Managers and meant to teach Sykes’ billing concepts. The course shows a breakdown on operations costs, costs that could be billed to clients, and costs assumed by Sykes.        ADULT LEARNING AND TRAINING DEVELOPMENT PERFORMANCE COACHING & READINESS FUNDAMENTALS OF LEADERSHIP TIME MANAGEMENT SYKES CONTINUOS IMPROVEMENT TRAINING SYKES QUALITY MONITORING CALL CENTER 101 5|Page