ELLAINE JAVELLANA
Winnipeg,MB
Overview
15
15
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.
Education
Bachelor of Science - Nursing
Adamson University
Manila, Philippines04.2008
Skills
- Microsoft Office
- Accura Basic
- Medical Terminologies
- Customer Service
- Team Management
- Written & Verbal Communication
License
Registered Nurse, Philippines
Timeline
Research Interviewer
IPSOS
09.2019 - Current
Quality Analyst / Training and Development Supervisor
eCom Customer Care
08.2017 - Current
Billing / Customer Service Representative
Ecom Customer Care
10.2016 - 08.2017
Senior Operations Team Lead
Lazada E-Services
01.2012 - 01.2016
Medical Associate
GenesisOne BPO
09.2009 - 03.2011
Bachelor of Science - Nursing
Adamson University