Novy Faith Reponte Mordeno

NOVY FAITH R. MORDENO ADMIN SUPPORT • DATA ENTRY • PROCESS IMPROVEMENT • QUALITY HELPING EXECUTIVES AND TEAMS STAY ORGANIZED THROUGH RELIABLE ADMIN SUPPORT, ACCURATE REPORTING, AND PROCESS-DRIVEN SOLUTIONS. PROFILE SUMMARY Detail-oriented professional with 6+ years of corporate experience in quality assurance, administrative support, data entry, and process improvement. Skilled in managing emails, calendars, reports, and documentation while ensuring accuracy and workflow efficiency. Known for reliability, organization, and delivering results that help executives and teams stay productive. CORE & TECHNICAL SKILLS CRM Tools: Salesforce Agent Desktop, (familiarity with HubSpot) Google Workspace: Gmail, Google Calendar, Google Sheets, Google Docs Microsoft Office: Excel (Formulas, PivotTables), PowerPoint, Outlook, OneNote, Word Reporting & Analytics: Power BI, Excel Reports, Data Validation Admin Support: Inbox & Calendar Management, Meeting Scheduling, File Organization Process Documentation: SOP Updates, Workflow Documentation, Quality Standards Soft Skills: Time Management, Attention to Detail, Confidentiality, Communication & Collaboration WORK EXPERIENCE Jan 2023 - Jun 2025 Manulife Data Services Inc. Aug 2018 - Dec 2022 Manulife Data Services Inc. Quality Assurance Senior Analyst Served as Backup Team Leader, ensuring workflow continuity by delegating tasks, resolving disputes and errors, and representing QA in leadership meetings to support key decisions. Partnered with onshore Operations Directors and Managers to revise Quality Standard Procedures (QSPs) and align with business requirements. Delivered quality insights and recommendations to leadership, driving process improvements and efficiency gains. Investigated recurring quality issues through root cause analysis and implemented corrective actions to prevent reoccurrence. Supported new process rollouts by reviewing documentation and embedding quality checkpoints. Built and analyzed reports in Power BI and Excel, then developed and presented executive-level PowerPoint decks to onshore/offshore leadership, highlighting team accuracy scores, updates, and recommendations. Facilitated calibration sessions with trainers and Operations Leaders to improve process consistency. Trained and coached team members, boosting accuracy, productivity, and overall performance. Updated and standardized Quality Standard Procedures (QSPs) and documentation to maintain consistent workflows. Audited customer calls/emails via Amazon Connect and Salesforce to ensure compliance with quality standards. Resolved escalations and audits with urgency, ensuring on-time resolution and adherence to compliance. Business Processing Senior Analyst Managed staff registrations, license updates, and broker requests (setup and termination) with accuracy and compliance. Managed shared email inboxes by organizing emails into folders, forwarding to correct recipients, and responding to rush requests and escalations promptly. Executed data entry, validation, and quality checks to ensure reliable and accurate records. Organized meetings, calendars, and reports to support managers and team discussions. Authored and updated process documentation; onboarded and trained new hires on operational standards. Designed daily task “Game Plan” to distribute workloads effectively and ensure timely completion. Consistently achieved monthly productivity and accuracy goals. EDUCATION April 2013 University of Cebu Associate in Computer Technology CERTIFICATIONS Corporate & Analytical Training: The 7 Basic Quality Tools (2024), Using Power BI with Excel (2024), Intermediate Microsoft Excel: PivotTables (2024), Office Online Essential Training (2024), Creating a Coaching Culture (2025). VA & Digital Skills Training: Canva Basics (2025), Basic Graphic Design (2025), Facebook Ads Overview (2025), Data Entry Training (2025) REFERENCE Available upon request