Overview
Work History
Education
Skills
License
Timeline
Generic

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, Philippines
04.2008

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

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ELLAINE JAVELLANA