JANE KATHRYN VALENCIANO
Vancouver
Summary
Empowering Area Manager with16 years of diversified sales and operations work experience. Excels in contract negotiation, people management, and customer service. Strategic planner and data analyst eager to contribute to team success through hard work, and excellent organizational skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Food Counter Attendant
Tim Hortons
07.2023 - Current
- Take and fulfill guest food and drinks orders
- Adhere to all safety and sanitation standards while preparing and delivering food
- Address customer complaints and inquiries to verify satisfaction
- Engage in suggestive selling and participate in various store campaigns
PRODUCT DISTRIBUTOR (SELF-EMPLOYED)
I AM WORLDWIDE
10.2021 - 11.2022
- Enhanced overall brand reputation by consistently delivering high-quality products on time while maintaining strict adherence to compliance standards.
- Provided exceptional customer service, addressing inquiries promptly and cultivating long-term client relationships.
- Coordinated appointments for new clients and trainers.
- Collaborated with leaders and planned activities to expand network.
Bancassurance Area Manager
BPI-AIA, Philippines (formerly BPI-Philam Life Assurance Corp.)
03.2019 - 10.2021
- Managed and developed sales executives and ensure that sales and persistency targets are met and exceeded
- Function as coach and mentor to twelve team members and seventy bank partners
- Lead in customer relationship management
- Planned and implemented lead generating events such as life talks or digitally via webinars
- Conceptualized and conducted training programs for up-skilling bank partners and team members
- Prepared and analyzed consolidated daily, weekly, and monthly reports for management review
- Kept area expenses within budget
Shared Services Quality Officer
BPI-AIA, Philippines (formerly BPI-Philam Life Assurance Corp.)
04.2016 - 03.2019
- Developed and implemented operation's service level agreements
- Managed complaint escalation process with at least90% completion rate
- Initiated regular monitoring and annual review for continuous improvement and ensure service quality
- Analyzed regular reports to determine trends, areas for improvement and other data as required by management
- Managed workforce capacity planning and turnaround time achievement
- Conducted monthly billing validation and payment processing to service providers
Operations Specialist
BPI-AIA, Philippines (formerly BPI-Philam Life Assurance Corp.)
09.2008 - 04.2016
- Ensure accurate processing policy changes and timely payout of policy benefits to clients at100%+ productivity rate
- Tracked and analyzed reports to determine needed improvements
- Spearheaded continuous process improvement strategies by streamlining daily workflow reducing turn-around-time by2-3 days
- Developed and updated tracking spreadsheets
Customer Service Associate
BPI-AIA, Philippines (formerly BPI-Philam Life Assurance Corp.)
10.2005 - 09.2008
- Managed an average of fifty customers daily with a cheerful outlook focusing on customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Informed customers about special promotions and provided detailed information for various products
- Developed and actualized customer service initiatives to improve transaction turnaround time
Education
Bachelor of Science - Management
University of The Philippines in The Visayas
04.2004
Skills
- Customer Service and Relationship Management
- People Management
- Sales and Marketing
- Negotiation Skills
- Recruitment and People Development
- Operational Process Improvement
- Event and Project management
- Service Quality
- Issue and Complaint Management
- Data Entry and Maintenance
Certification
- CELPIP General Test | April 19, 2024 -Overall Band Score:9
- Educational Credential Assessment (ECA) - World Education Services (WES) | October 22, 2021
- ServSafe Food Handler - Canada Certificate (ServSafe International | valid until November 2, 2028
- Associate, Customer Service (ACS), Life Insurance
- FLMI Level1 Certificate
- Associate, Life Management Institute (ALMI)
- Social Media Management101
Awards
15 Years Service Loyalty Award, 5S Champion for consecutive years from2010-20016, AIA’s Got Talent Champion2014, Most Productive Employee2014, Most Valuable Performer in Operations2015, Stellar Awardee: Peer Champion Award2017, Vitality Champion Award2020, Digital Champion Award2021
SPECIAL SKILLS
- Hosting and singing
- Communicate with hearing impaired/deaf individuals through basic sign language.
Languages
English
Professional Working
Timeline
Food Counter Attendant
Tim Hortons
07.2023 - Current
PRODUCT DISTRIBUTOR (SELF-EMPLOYED)
I AM WORLDWIDE
10.2021 - 11.2022
Bancassurance Area Manager
BPI-AIA, Philippines (formerly BPI-Philam Life Assurance Corp.)
03.2019 - 10.2021
Shared Services Quality Officer
BPI-AIA, Philippines (formerly BPI-Philam Life Assurance Corp.)
04.2016 - 03.2019
Operations Specialist
BPI-AIA, Philippines (formerly BPI-Philam Life Assurance Corp.)
09.2008 - 04.2016
Customer Service Associate
BPI-AIA, Philippines (formerly BPI-Philam Life Assurance Corp.)
10.2005 - 09.2008
Bachelor of Science - Management
University of The Philippines in The Visayas
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