Kristina Mae Bernabe

Kristina Mae A. Bernabe 13 Gumamela Road, Pilar Village, Las Pinas City 1740 Mobile No. - E-mail:- Objective To be able to contribute significantly in improving the quality of call center agent calls, continuous improvement in business processes and the improvement of overall contact center. Work Experience January 2010 – June 2015 EXL Service Philippines Pasay City Quality Compliance Analyst – Inbound Operations for Life Insurance (US Account) Measures the quality of calls to ensure the client's and organization's expectations are achieved by monitoring the calls of CSRs - both internal and external audit (150 SLA Audit per month for the 2 LOB’s), with variance of no less than 0.5% Monitors CSR performance to ensure proper call handling is utilized daily. Documents observation and provides feedback to CSR to improve areas of opportunity and reinforce positive behavior. Maintains understanding of programs, goals, and standards as directed by clients. Tracks, analyzes, and communicates results of quality initiatives to management. Offer suggestions to management for improving quality on programs. Handles the error trending (RCA) of the account and gives feedback to the clients. Taking supervisor calls and doing floor support. Attending meetings - Calibration (Internal and External), Weekly Summit with Trainers and Operations. Part of the migrations team for 4 LOBs from initial start-up to full operational status (Voice, Chat and Email accounts). Assists in updating the Quality Standard Document. Identifying improvement areas and proposing tools for process improvement. Spearheading the hiring process for QA Interns. Mentor QA Interns and newly promoted QCA’s and ensuring that deliverables are met on a timely basis. Designated as the overall Quality POC - Tasks includes: Team attendance, VL allocation, submit reports requested by Operations, attending meetings across all processes (Operations and Clients). July 2009 – January 2010 EXL Service Philippines Pasay City Customer Service Associate – Inbound Operations for Life Insurance (US Account) Answer incoming calls and assist customers in their specific enquiries. Provide a high level of personalized customer service. Communicating with customers in the most proper and respectful way. July 2007 – July 2009 APAC Customer Services, Inc. Muntinlupa City Customer Service Representative – Inbound Operations for Medical Insurance (US Account) and Back office/Off phone work Take inbound calls from medical professionals regarding benefits and claims. Collate and send daily reports from time to time as assigned by my Team Lead. Cascade updates through team huddles as updates are received. Process correspondence related to medical claims from California, Colorado and Nevada. Responsible for sending response letters for medical claims/appeals to the sender. Accomplishes multiple numbers or more, of correspondence as set by the clients on a daily basis. Trainings and Seminars EXL Service Philippines, Inc ASSET (Awareness to Six Sigma Elementary Training) January 18, 2010 – Completed QC Certification November 8, 2010 LEAN Awareness Program November 30, 2010 – Completed Feedback Skills Training February 24, 2012 – Completed Power Teams Workshop March 31, 2012 – Completed FISH Culture April 30, 2012 – Completed Working with Assertiveness June 14, 2012 – Completed Customer Experience Towards Advocacy June 27, 2012 – Completed Think for Success July 26, 2012 – Completed Rewards and Recognition 2010: Q1 – Certificate of Appreciation 2011: Q1 – Best in Appreciation Q2 – Best Event Coordinator Q3 – Best in Refresher Training Q3 – Best in Client Variance Calibration Q4 – Best in Rep’s Recognition 2012: Q1 – Best Quality Analyst Q1 – Best in Client Variance Calibration Education TERTIARY Bachelor of Science in Nursing Las Pinas College – Las Pinas City 2003 – 2007 Bachelor of Science in Nursing University of Perpetual Help System – Las Pinas City 2002 – 2003 Computer Skills Proficient in Windows’ Microsoft Office (Word, Excel, PowerPoint and Outlook) and Internet Explorer. Professional Exams Taken Philippine Nursing Licensure Examination – June 10 – 11, 2007 References Available upon request.