Tatiana Ley Sta Juana
Calgary,AB
Summary
Dedicated administrative professional with successful experience in fast-paced office settings for 18 years. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Ready to help the team or company achieve company goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Remote Assistant Manager for Scheduling
Ideal Healthcare Providers LLC
06.2021 - Current
- Coordinate caregivers' schedules with clients' preferences for times and locations
- Handling calls and messaging between clients, caregivers, and other departments
- Coordinate closely with client billing, payroll, nursing management, and human resources to ensure smooth operations
- Monitoring caregivers' clock-ins and out, and verifying shifts
- Supervise the Scheduling department team members and oversee the caregiver calendars and schedules, ensuring accurate contracts, rates, supervisor notes, and client care details
- Provide training and feedback on scheduling procedures to all departments that use or reference the caregiver calendars and schedules
- Responsible for documenting and forwarding all call-outs and supporting documentation to HR and updating HR staffing documents
- Inform HR to provide disciplinary write-ups for all staff, including scheduling members
- Completed daily logs for management review.
Concierge Officer
EPerformax Contact Centers & BPO
04.2012 - 12.2023
- Effectively and efficiently fulfill Concierge Services requested by employees to help them with work-life fit issues: answer work-related inquiries, employee education, provide information, resolution and other options.
- Efficiently accommodate requests as indicated in the Concierge Services list: work and non-work related concerns such as Laundry service, package/mail delivery, restaurants, hotels, room/apartment finding service, etc.)
- Accomplish requests within 24 hours upon receipt of email, phone, text message, desk interaction and chat.
- Coordinate with various departments to resolve employee concerns within required turnaround time.
- Actively listened to customers/employees, handled concerns quickly and escalated major issues to supervisor.
- Tracked customer service cases and updated service software with customer information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Effectively conducts confidential mental health first response for employees dealing with problems and refer employees who may need professional help from a psychiatrist or psychologist.
- Conducts Mediation and Conflict Resolution, team huddles, upscale trainings, mental awareness talks.
- · Perform ad hoc tasks to support departmental needs and functions
Employee Engagement Leader I
EPerformax Contact Centers & BPO
01.2011 - 04.2012
- Facilitate the development of Employee Engagement Leaders' performance by conducting individual coaching sessions on a monthly basis or more frequently, as needed using ePerformax's COACHing Model
- Analyze fresh and/or improve Employee Engagement activities that will improve employee attendance and retention
- Develop strategies to efficiently gather feedback from attendees of organization-wide events
- Co-develop effective organization-wide activities, including recognition programs, with the Corporate Communications Team to help improve the engagement of ePerformax employees
- Effectively communicate organization-wide activities to ensure a healthy turnout for employee engagement events
- Perform ad hoc tasks to support departmental needs and functions.
Community Support Agent
EPerformax Contact Centers & BPO
02.2008 - 01.2011
- Uses communication and technology tools to provide customers with accurate answers to their questions in both a quick and helpful manner.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Provide education about products and services to customers.
- Receives and answers escalated calls from agents who would like to speak to supervisors.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Sales Associate (Customer Service Representative)
Convergys
06.2006 - 08.2007
- Selling products and services using solid arguments to prospective customers
- Answers inbound calls regarding products and services
- Processes customer orders.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
Customer Service Representative
Teleperformance Philippines
09.2004 - 04.2006
- Assists customers and helps resolve customer inquiries thru inbound calls
- Uses communication and technology tools to provide customers with accurate answers to their questions in both a quick and helpful manner
- Assists customers with basic phone troubleshooting.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - Business Administration, Gen. Business Mgt
Cebu Institute of Technology University
Cebu, PhilippinesHigh School Diploma -
LIDE Learning Center, Inc - De La Salle
Leyte, PhilippinesSkills
- Microsoft Office
- Phone Handling
- Data entry
- Conflict Resolution
- Communication skills
- Google Suite
- Office Management
- Google Docs
- Live chat
- Crisis Intervention
- Building rapport
- Customer Service
- Active Listening
- Interpersonal Communication
- Problem-Solving
- Flexible and Adaptable
- Self-Motivated
- Complaint resolution
- Administrative support
- Documentation and reporting
- Relationship building
- Office management
- Scheduling
- Guest Relations
- Business Operations Understanding
- Hospitality Services
- Telephone Skills
- File Management
Certification
Feedback Tool Training and Certified at ePerformax Contact Centers & BPO
Basic, Advanced and Crisis Counseling Training
Eperformax Coach Training and Certified
Mental Health First Response Training and Certified
Languages
English
Full Professional
Timeline
Remote Assistant Manager for Scheduling
Ideal Healthcare Providers LLC
06.2021 - Current
Concierge Officer
EPerformax Contact Centers & BPO
04.2012 - 12.2023
Employee Engagement Leader I
EPerformax Contact Centers & BPO
01.2011 - 04.2012
Community Support Agent
EPerformax Contact Centers & BPO
02.2008 - 01.2011
Sales Associate (Customer Service Representative)
Convergys
06.2006 - 08.2007
Customer Service Representative
Teleperformance Philippines
09.2004 - 04.2006
Bachelor of Science - Business Administration, Gen. Business Mgt
Cebu Institute of Technology University
High School Diploma -
LIDE Learning Center, Inc - De La Salle
Feedback Tool Training and Certified at ePerformax Contact Centers & BPO
Basic, Advanced and Crisis Counseling Training
Eperformax Coach Training and Certified
Mental Health First Response Training and Certified
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