Laila Ancheta Email & Phone Number

Valenzuela, NCR, PH

Uruguay

• Manages the development of high potential talent by creating development plans which include a focus on developing abilities focused on a target role.
• Monitor personal development plan for each employee.
• Work with line managers to analyze performance by identifying area for improvement.
• Assist L&D Manager to facilitate all company training programs and ensure standards are followed.
• Ensure development and implementation of annual training plan training to address and narrow the performance gap.

Remote

• Supported operations through performance management and training of supervisors.
• Maintained working relationships with internal and external customers to promote positive and friendly culture.
• Utilized Quality Advisors to ensure constant review of monitoring forms and ongoing feedback to evaluators regarding the quality of their work.
• Maintained a policies & procedures strategy and planed for the organization, and developed content.
• Enhanced and developed audit protocols and train audit team for quality assurance purposes.

Philippines

• Led a turnaround team to overcome operational problems that jeopardized Quality, Delivery, Financial, and Work environment.
• Tracked and reported quality metrics for the department in a clear and concise manner to senior management to use for performance reviews and bonus recommendations.
• As a member of the management team, set annual goals and continuous improvement initiatives.
• Monitored product quality target levels to ensure compliance with customer expectations.
• Supervised all training for Inspection Supervisor's daily job functions and auditing responsibilities.

Philippines

• Investigated and adjusted customer complaints regarding quality.
• Responsible for the operation's conformance with quality assurance standards and procedures.
• Responsible for Annual Employee Reviews and Evaluations for a group of Quality Advisors.
• Maintained all processes and quality of work within the department. Practiced and enforced all security compliance and quality procedures.
• Established measurement tools to measure and monitor calls for quality assurance.
• Participated in regular meetings with operations management to discuss quality improvements and provide feedback regarding product complaints, areas to improve in handling customers' transactions.

Philippines

• Collaborated with product managers and a development team to identify and resolve issues, coordinate system requirements, and create project timelines.
• Responsible for the daily audit of multiple clients for accuracy and turnaround time.
• Identified and analyzed document problems with program function, output, online screen, or content.
• Provided support and feedback as needed to production teams ensuring that both internal and external client's needs are met.
• Evaluated relevant documentation and policies to provide written responses to complex case reviews as requested by management.
• Reviewed functional and design specifications to ensure full understanding of individual deliverables.

Philippines

• Researched prospective personal and business customers' basic phone and advanced data needs.
• Provided answers to clients by identifying problems, troubleshooting, researching answers, and guiding clients through corrective steps.
• Assisted upper management in creating new policies and procedures.
• Provided suggestions regarding increasing technical support productivity.
• Perform other related duties and assignments as required and as assigned by supervisor.

Remote

• Managed customer transactions by responding promptly to inquiries and scheduling follow-up through email, chat, call, social media comments.
• Created a positive online presence with extensive use of social media and customer testimonials to capture sales leads.
• Managed offsite remote and customer relations.
• Increased revenue gains & brand awareness by delivering a great customer experience on any platform.
• Responsible for conduction training and develop a curriculum to accomplish sales objectives.

Bachelor'S Degree, Fine Arts And Design, Major In Advertising

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