Paolo Bejasa
Surrey, BC, CA
Summary
Experienced Manager in financial services and insurance with over a decade of expertise in call
center operations and team leadership. Proven track record in workforce management,
enhancing customer satisfaction, and driving sales performance. Adept at developing strategies
for achieving targets and fostering international team collaboration. Expert in leveraging
technology to improve service delivery and operational efficiency.
Overview
11
11
years of professional experience
Work History
Manager Workforce Effectiveness
Financial
Vancouver, Canada
01.2024 - Current
- Responsible for providing leadership and strategy for workforce management, training and development and quality control
- Oversees workforce planning optimization including capacity planning and performance analysis and reporting
- Provides direction, guidance on training and development for CX team front line staffing
- Manages quality assurance in terms of Automated and Manual processes affecting customer experience output
Team Lead Workforce Effectiveness
LGM Financial
Vancouver, Canada
08.2022 - 12.2023
- Responsible for providing leadership and governance for training content development, system requirements collation within the department as well as workforce management
- Oversees workforce planning optimization including capacity planning and performance analysis and reportin
- Ensure that proactive quality assurance, quality control and audit protocols (internal and external) are implemented and regularly taking place for all communication channels
- Provides direction, guidance and tactical leadership support in areas relating to resource allocation, headcount, and annual budget planning
- Successfully helped launch the phone system and lead setting up Verint WFM and new reporting for the CX team
Service BC Supervisor
Maximus Canada
, Canada
10.2021 - 06.2022
- Lead and supervise a team of 20 unionized citizen service agents, managing Covid-19 vaccination scheduling, immunization record registration, and Covid-19 citizen support for the province of British
- Columbia
- Handles quality assurance of calls, citizen escalation, complaint, and complex cases.
Regional Sales Head
AXA
, Philippines
01.2019 - 03.2021
- Oversaw recruitment, onboarding, activation and retention activities for Sales and Distribution team
- Boosted customer base 46% while managing the customer experience by defining profiles and segmentation across the region
- Monitored regional sales performance endeavors, including new business acquisition, customer retention, and existing customer portfolio expansion
- Earned top countryside region recognition for PSBank channel and top GI for bancassurance division in
- Closed first SME account for PSBank channel and acquired biggest channel sale despite pandemic
- Established first enterprise partnership for channel by establishing a beneficial partnership with Tarelco
Senior Channel Business Partner
AXA
, Philippines
01.2018 - 12.2018
- Coordinated key initiatives with sales managers and distributors to successfully execute projects
- Prepared presentation and analysis on key performance indicators for sales leadership and bank partners while serving as primary contact on all marketing initiatives, sales reports, and customer data
- Drafted bancassurance agreement content while managing end-to-end sales process for general insurance
Senior Manager
AXA
, Philippines
01.2016 - 12.2017
- Oversaw recruitment process for 800+ bancassurance salesforce team members
- Managed distributor onboarding, performance, and promotions of bancassurance salesforce, ensuring successful project execution
- Increased Financial Advisor talent pool by 60%, achieving manpower targets for bancassurance channel for two consecutive years
Workforce Planning and Productivity Head
AXA
, Philippines
01.2015 - 12.2015
- Analyzed workflow and provided a manpower hiring forecast to recruitment team
- Managed distributor offboarding for 500+-size salesforce, facilitating smooth exit transition
- Improved accessibility of monthly performance reviews by documenting updates in Salesforce
Special Projects Manager
AXA
, Philippines
05.2013 - 12.2014
- Prepared business presentations and analysis for Chief Bancassurance Officer for
- Sales management, Senior Leadership, and Asia regional presentations and reporting
- Analyzed data and provided strategic advice to sales leadership to boost revenue
- Collaborated with team members on various projects to facilitate implementation of sales initiatives
- Additional
Business Analysis Manager
JP Morgan & Chase Co
Senior Workforce Manager
VXI Global Solutions
Intraday
Accenture
- Operations Lead, Teletech | OSC Manager, Teletech
Supervisor
Teletech
Operations Support Center Specialist
Teleperformance
Realtime Specialist
United Coconut Planters Bank
Education
Bachelor of Science - Business Administration in Financial Management
Colegio de San Juan de Letran
Skills
- Workforce Optimization, Call Center Operations, Team Leadership, Strategic Workforce Planning
- Project Management, Interpersonal Communication, Performance Management, Analysis
- Analysis, Trend Forecasting, Scheduling, Queue Management, Recruitment and Interviewing, Reporting
- Generation, Complex Problem-solving, Vendor Relations, Customer Service, Business Acquisition
- Issue Management, Remote Management, Microsoft Office Suite, Salesforce, WFM Tools, CRM tools, IVR
Timeline
Manager Workforce Effectiveness
Financial
01.2024 - Current
Team Lead Workforce Effectiveness
LGM Financial
08.2022 - 12.2023
Service BC Supervisor
Maximus Canada
10.2021 - 06.2022
Regional Sales Head
AXA
01.2019 - 03.2021
Senior Channel Business Partner
AXA
01.2018 - 12.2018
Senior Manager
AXA
01.2016 - 12.2017
Workforce Planning and Productivity Head
AXA
01.2015 - 12.2015
Special Projects Manager
AXA
05.2013 - 12.2014
Business Analysis Manager
JP Morgan & Chase Co
Senior Workforce Manager
VXI Global Solutions
Intraday
Accenture
Supervisor
Teletech
Operations Support Center Specialist
Teleperformance
Realtime Specialist
United Coconut Planters Bank
Bachelor of Science - Business Administration in Financial Management
Colegio de San Juan de Letran
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