Lara Mae L. Mercado

LARA MAE L. MERCADO Block 4 Lot L RSG Airportview Townhomes Brgy. Moonwalk Phase 1 Paranaque, Metro Manila Mobile no- Home no--Skype: mercado.lara1012 WORK EXPERIENCE Jan 2015-PresentInsurance Advisor Sunlife of Canada Phils, Inc Previously worked part time from Jan 2015- Sep 2015. Currently, working on a flexible, client appointment centered schedule. Conducts financial planning consultations with prospective clients. As well as sale follow ups with these prospects. Also conducts and facilitates financial planning seminars for big groups for companies and institutions to raise awareness on the importance of financial planning. Attended several seminars and learning sessions regarding Insurance, Investment and Sales. Services and monitors client accounts to ensure they are keeping up with premium payments and such. Received medallion recognitions for company-wide contest quarters: Summer Campaign 2016 Bronze Medallion and Love Month 2017 Silver Medallion. Jan 2015-Sep 2015Team Leader – Back Office Support Team Shore Solutions Inc. Led the Back Office Support Team, who primarily handles order ` from purchasing to order completion. The team also coordinated with the Customer Service team in addressing customer concerns and or delays on orders. I also handled client and customer escalations and coordinated with warehouse personnel regarding order delays and other important matters regarding supply chain. Monitored the team's daily and monthly performance which includes attendance and daily task completion as well as conducted coaching and learning sessions with team members. Did weekly/monthly sit down meetings with our Country Manager to present the team's performance as well as any escalations and/or issues with certain customers or suppliers. Oversaw as well as conducted training for new hires Also worked with our Process Analyst on documenting and improving processes of the Back Office Team. As well as conducted and monitored training for any newly hired members of the team. Jan 2013-Nov 2013Area Manager - Order Processing Team Infosys BPO Ltd Managed a team of 10 individuals processing and managing 100+ Ethernet Orders/Projects for the a number of high-profile clients, oversaw and coached their performance with the goal of meeting or exceeding client expectations Conducted daily/weekly huddles regarding updates on workflow, project statuses and the like Handled escalations for Ethernet projects that need management visibility to ensure project completes on or before target date Coordinated with different departments to ensure project is moving at a steady pace Nov 2009-Oct 2012Program Supervisor/ Senior Team Manager Sutherland Global Services Managed a team of 15 agents, overseeing and coaching their performance with the goal of meeting or exceeding client expectations Conducted training huddles on program updates on workflow, quality processes and the like Supervised and managed SMEs tasks and responsibilities in service of the whole program Drafted Process documents for initiatives and projects of the Program (including Employee Rewards, Performance Improvement and Management, etc) Co-managed projects and initiatives with Program’s Account Manager as well as Business Director Managed Program Incentive and Team Building Funds, as well as Team Building Requests and Performance Incentive Pay-outs March 2009- Nov 2009Senior Associate/Subject Matter Expert Sutherland Global Services Was selected as one of the SME Apprentices last March 2009 for the Queue. As an SME: Attended and finished Facilitations and QA Training. Conducted side by side call monitoring as well as provided floor support for the account. Co-handled a team of 15 agents with Team Leader Submitted Daily Winning/Pain Points and Resolution Ranking for the Queue. July 2008-March 2009Customer Service Representative Sutherland Global Services Assisted members regarding concerns about unauthorized account access, unauthorized account activity, and the like. Served as the team’s POC – reminded the team about certain updates regarding workflow processes, etc. and also submitted daily call tracker reports for the team. Jan. 2008-July 2008Web Content Officer MusikLokal.com Writes Press Releases of the Website for certain events. Also does write-ups for the Website’s Monthly and Bi-Monthly Featured Profiles. Attends Press Conferences for Album Launches and the like to interview artists/bands. Coordinates and helps out with the planning and execution of MusikLokal sponsored events. Does research and corresponds with key players in the industry to get exclusive updates on what is happening in the music scene. Sends out email notifications to MusikLokal Profile Users regarding Website Updates and the like. Nov. 2006- Dec. 2007Product Assistant East West Banking Corporation – Product Dev't Division Coordinated with specific branches with regards to product availments, client concerns and/or problems Collaborated with the Technical Support Group and with the Sales and Acquisition Team for client’s customization requests Provided Clients and EWB branches documents needed for successful product implementation Coordinated with Technical Support Group to resolve any technical concerns/issues of the client Set schedules for installations and product implementation by coordinating with the technical support team as well as with the Cash Management Operations group Arranged meetings with client or concerned parties to tackle customization requests, and/or resolve technical concerns/issues. Provided monthly product performance report to EWB branches and Corp. Plan Presented monthly product performance analysis to the Head of the Branch Banking Group Conceptualized new projects and enhancements for the Bank’s Corporate Suite Products. Conducted product presentations if necessary to potential corporate clients Updated product manuals and product presentations if there are new enhancements Provided mid-year and year-end product performance reports Jan. 2006- Nov. 2006Customer Service Representative East West Banking Corporation – Call Center Department Attended to Customer inquiries and complaints (mostly credit card concerns) Processed certain credit requests such as credit limit increase requests, supplementary card requests, card upgrade requests, balance transfer requests, and convert balance to installment requests PROJECTS/PROCESSES HANDLED Jan-Feb 2011CALL TRANSFER REDUCTION PROJECT Sutherland Global Services Spearheaded the said project by doing analysis on common calls that are transferred. Worked with Team Leads and Quality on making a set standard of the type of calls that should be transferred and which ones shouldn’t. Worked with Training on getting a Refresher and Up-Training for common issues that come into queue that should no longer be transferred to other departments. Updated client on progress of said project on a weekly, sometimes daily basis. April-May 2011AHT REDUCTION PROJECT Sutherland Global Services Took part in the AHT Reduction project spearheaded by our Account Manager. Provided status reports on a daily/weekly basis of improvement on AHT and sent email updates to Team Leads on teammates constantly not meeting targets and followed up on action plans committed Made sure that Senior Agent is onboard the AHT manning desk to ensure proper support is given to teammates that are exceeding the AHT target. April 2011KAIZEN EVENT – CALL REDUCTION PROJECT Took part in the Kaizen Event held for the Call Reduction Project spearheaded by our Process Improvement Manager. July-Dec 2011POC FOR PROGRAM FUNDS/BUDGET Co-handled the Program Incentive Budget and Team Building Budget with our Account Manager. Allocated funds for monthly incentives for Top Performers Coordinated with the Finance Team in getting this incentives credited on time. Took care of ad hoc related tasks for certain program activities and projects. Dec 2011PERFORMANCE IMPROVEMENT PLAN Conceptualized the revamped Performance Improvement Plan model for the LOB. Drafted Process Document and met with HR personnel to iron out details and ensure its legitimacy Rolled out said Performance Improvement Plan EDUCATION -DE LA SALLE UNIVERSITY Bachelor of Arts degree in Philosophy September 2002 -DE LA SALLE-LIPA UNIFIED SCHOOL High School Diploma, March 1999 TRAININGS AND SEMINARS ATTENDED July 2011SIX SIGMA AND PROJECT MGMT TRAINING Sutherland Global Services October 2010EPIPHANY: LEADERSHIP SUMMIT Sutherland Global Services October 2009LEAD: Leadership Training Sutherland Global Services February 2001PROBLEM SOLVING & DECISION MAKING SEMINAR Student Development Office, De La Salle University February 2001PERSONAL JUSTICE AND SOCIAL RESPONSIBILITY Student Development Office, De La Salle University August 2000CONFLICT MANAGEMENT SEMINAR Student Development Office, De La Salle University June 2000THE EQ: EMOTIONAL INTELLIGENCE Student Development Office, De La Salle University PERSONAL BACKGROUND Born on October 12, 1982 in Manila, Philippines. Married. Fluent in English and Filipino. Knowledgeable in MICROSOFT WORD, EXCEL, POWERPOINT, PROJECT and VISIO. Interests include researching, writing, surfing the internet and meeting new people. Skills include researching, facilitating, and coordinating. Goal-oriented, versatile, adaptable and self-reliant. REFERENCES Available upon request.