Overview

Work History

Education

Skills

License

Timeline

ELLAINE JAVELLANA

Winnipeg,MB

Overview

years of professional experience

Work History

Quality Analyst / Training and Development Supervisor

eCom Customer Care

08.2017 - Current

Develop training materials, SOPs and work instructions.
Develop and implement training programs for new and current employees, ensuring compliance with industry regulations and company standards.
Conduct quality assurance audits to enhance operational efficiency and customer satisfaction.
Manage a small team, providing guidance and support to achieve departmental goals.
Collaborate with cross-functional teams to streamline processes and improve training effectiveness.
Prepare detailed reports and presentations for senior management, highlighting performance metrics and areas for improvement.

Billing / Customer Service Representative

Ecom Customer Care

10.2016 - 08.2017

Contacted patients via telephone to facilitate payment collection.
Resolved billing inquiries and disputes from patients.
Handled incoming and ongoing correspondence via email from patients.
Responded promptly to all voicemail messages, ensuring thorough follow-up.

Research Interviewer

IPSOS

09.2019 - Current

Conducts interviews and gathers data from study participants, ensuring accuracy and adherence to research protocols.
Maintains accurate records and databases, adhering to data privacy and confidentiality protocols.

Senior Operations Team Lead

Lazada E-Services

01.2012 - 01.2016

Supervised a team of CSR agents, providing coaching, mentoring, and performance evaluations to ensure excellent service delivery.
Managed escalated customer issues and resolved complex inquiries.
Developed and implemented customer service policies and procedures.
Conducted training sessions on product knowledge and customer service best practices.

Medical Associate

GenesisOne BPO

09.2009 - 03.2011

Ensured all patients completed scheduled appointments within the facility,.
Attached examination results to patient accounts promptly and accurately for reference and follow-up.
Scheduled appointments within the facility and coordinated appointments with external healthcare providers as needed.
Completed pre-authorizations for insurance companies, facilitating timely approval of necessary medical procedures and treatments.
Managed the transmission of correspondence and medical records via fax and email.