Katrina Sicat-Isles, Mba, Cia Email and Phone Number

 Responsible in identifying business process improvements and system changes that will supportthe growth and vision of the bank. Clearly articulates to management any process issues, unplanned process requirements, processperformance measures and process improvement opportunities and / or recommendations. Conducts business process improvements projects and prepares all the necessarydocuments. Works closely with the functional business units to capture and analyze current process,recommend changes, and to document processes using process modeling tools and techniques. Identifies process performance data, collects and analyzes same to support processimprovement initiatives.

 Developed, negotiated and secured Management sign-off of Service Agreements with partners including the service scope, expected output, costs and service levels. Amended the Service agreement as may be necessary due to changing business requirements. Measure and reported service errors/failures received from partners (Philam Life and Call Center), customers (BPI) and sales.  Facilitated closing of issues with proper corrective/preventive action steps by conducting regular coordination meetings with process owners to discuss recurring issues, status and action points. Participated in projects to help improve service delivery to customers and Sales force. Developed capacity planning using projected sales volumes to ensure that required headcount is in place to deliver the required service and meet the target service level.

 Analyzed results of the regularly conducted patient satisfaction survey of Makati Medical Center and facilitated/monitored closing of recurring minor and major issues raised by coordinating recommended action plans with Department Heads. Liaised with market research consultants in designing and conducting study Developed, implemented and managed incentive programs to motivate and encourage service excellence and work efficiency through continuous process improvement

 Established and documented processes Led procedural review and amendments through Internal Quality Audits (IQA) conducted in a planned interval Facilitated and Monitored closing of non-conformities by identifying and implementing preventive and corrective actions. Facilitated Management Review Prepared QMS related reports and statistics Conducted QMS trainings i.e. ISO Awareness, Internal Quality Audit, Rootcause Analysis, etc. In charge of External Audit Certification for ISO 9001:2008 (3rd Party Audit) Audited suppliers and actively participated in selection / approval (2nd party audit) Conducted customer survey / visited to check/validated satisfaction level of key customers Communicated corporate objectives within the GAC Community Was In-charge of the company quarterly newsletter to strengthen QMS Ensured that GAC Philippines was in compliance with GAC Group Health, Safety, Security and Environment (HSSE) Management and other regulatory and statutory requirements Led a team of 5 that focuses on the Company Wide Business Strategic Plan. The team aimed to educate and encourage employees to participate in the plan carried out by the whole GAC Group and to make sure that everyone is moving towards the same direction

 Conducted follow-up sales and service calls to secure and maintain accounts/ensure customer satisfaction Maintained and developed new business from existing client base Developed own client base, by acquiring new customers, cross selling, and up selling Collated and processed relevant market information and data on current industry trends including competitor profiles Provided prompt action/solution to any service problems / customer complaints