Rowena Martin

572 Callejon G, R Fernandez St, Gagalangin, Tondo, Manila 1013 Philippines Philippine Number: - USA Number: --ROWENA M MARTIN OBJECTIVE A result-oriented, organized and driven individual seeking to secure a responsible career opportunity to fully utilize my skills, while making a significant contribution to the success of the company. ABOUT ME More than 11 years of experience in the Financial Services industry and 2 solid years in the field of Accounting, with strong leadership skills accustomed to working in fast paced environments and collaborate effectively with people. Highly capable and practiced in handling complex and multi-faceted tasks. Well-organized, emotionally mature, and professional. WORK EXPERIENCE Operations Manager The Leano’s Accounting and Consulting LLC / Irvine, California / October 2018 – Present Acted as liaison and point of contact between accountants and business owners to explain requirements and processes. Managed account transactions for clients including filing of monthly and quarterly sales tax. Implemented customer service initiatives, audits and kept accurate records. Developed and improved company’s filing system for records, agendas, and reports, resulting in improved efficiency and easier traceability of documents. Effectively managed staff, allocated tasks, arranged for necessary documents and surpassed company production goals. Served clients in a friendly and professional manner while maintaining high-level of service for every transaction. Followed company protocols to protect client’s personal information such as SSN, usernames, and passwords to their online accounts including bank and credit card accounts. Improved clients’ satisfaction by meeting deadlines and generating accurate monthly financial reports. Marketing Specialist Romero Insurance and Financial Services / Tampa, Florida / May 2018 – September 2018 Developed innovative marketing sales strategies in collaboration with licensed Financial Advisors by setting up appointments with clients. Did follow ups to clients for health insurance renewals. Worked directly with licensed Financial Advisors to accomplish daily sales goals. Competency Assurance Leader Sykes Asia Inc / Makati / August 2017 – March 2018 Completed Accelerated Leadership Program Team Lead Track Led and drove the team for continuous improvements towards set goals. Monitored team performance regularly as required. Identified and escalated team’s concerns when necessary and aided towards resolution. Developed own resources and utilized creative solutions to resolve issues. Efficiently managed activities and utilization of the team. Conducted one-on-one and weekly team meetings. Performed quality monitoring of agents and feedback findings. Monitored technical skills of agents and recommended additional training when needed. Adhered closely to daily schedules while other assigned tasks are executed on time. Prepared reporting requirements to immediate supervisor and client. Coordinated with various functional groups for team requirements. Conducted stand-ups before the start of the shift. Quality Assurance Specialist Sykes Asia Inc / Makati / January 2017 – July 2017 Completed Accelerated Leadership Program Quality Coach Track Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.  Performed remote monitoring and service observe. Used quality monitoring data management system to compile and track performance at team and individual levels. Provided weekly quality report to the whole team. Participated in design of call monitoring formats and quality standards. Performed other duties as may be assigned by the program Team Leaders, Account Supervisors and Account Managers. Level 1 and 2 Financial Services Specialist Sykes Asia Inc / Makati / September 2007 – December 2016 3-time Circle of Excellence Awardee Subject Matter Expert Consistent on the overall Top 10% performers based on Stack Ranking Acted as initial point of contact by answering phone calls in a professional way for existing clients and Financial Advisors, responding efficiently to inquiries and requests or directing as appropriate to those who can be of assistance. Provided information regarding life insurance policies, gave procedures and status to any service requests. Interacted with a large number of staffs (Customer Service Associates, Quality Coordinators, Team Leaders, Account Managers and visiting clients from the US) to maintain customers’ and agents’ satisfaction. Acted as the team’s point of contact. EDUCATION Bachelor of Science Major in Managerial Finance University of the East / Manila / 2000 SKILLS Report generation, writing and analysis Financial records and processing Time management skills Problem resolution Positive learning process Client focused Customer service Relationship development Operational improvement Results-oriented Excellent oral and written communication skills Team management and building Microsoft Office REFERENCE PETERANGELO LEANO Director The Leanos Accounting and Consulting LLC Irvine, California- FERNANDO ROMERO President Romero Insurance and Financial Services Valrico, Florida-