Elsie Dela Rosa - Nava
San Jose,California
Summary
Dynamic professional with a strong background in customer service and operations management. Skilled in leadership, effective communication, and process improvement. Committed to fostering team development and enhancing customer satisfaction through targeted training initiatives.
Overview
23
23
years of professional experience
4
4
Certifications
Work History
Operations Officer
PRK Holdings International Inc
Manila, Philippines
04.2023 - 07.2024
- Streamlined operational processes to enhance efficiency and reduce turnaround time.
- Implemented operational risk assessment measures to mitigate potential disruptions.
- Conducted data analysis reporting to identify trends and inform decision-making.
- Collaborated with cross-functional teams to align operational strategies.
- Created detailed reports to track operational performance metrics.
- Designed workflow systems to optimize task efficiency across departments.
Office Clerk
SSS Retirees Service Corporation
Caloocan City, Philippines
07.2001 - 09.2023
- Provided administrative support such as typing documents, filing paperwork, photocopying, scanning documents, and faxing documents.
- Developed and maintained organized document filing systems for improved accessibility.
- Answered phone calls in a professional manner and transferred calls accordingly.
Customer Service Supervisor
Philippine Social Security System
Caloocan City, Philippines
12.2015 - 03.2019
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Implemented process improvements that enhanced customer satisfaction and reduced response times.
- Created strategies to enhance team collaboration and improve overall service outcomes.
- Coached team members on effective problem resolution techniques to boost productivity.
- Resolved customer issues with empathy and professionalism, fostering loyalty and trust.
- Conducted regular performance reviews to identify areas for development and training.
Customer Service Representative
Philippine Social Security System
Valenzuela City, Philippines
03.2010 - 12.2015
- Responded to customer inquiries via multiple channels, including phone, email, and in-person consultations.
- Received, evaluated, and processed different benefit claim applications, such as sickness, maternity, retirement, death, and funeral.
- Handled customer complaints through effective problem-solving techniques, leading to improved service satisfaction.
- Maintained up-to-date knowledge of products and services to assist customers effectively.
Collections Officer
Philippine Social Security System
Caloocan City , Philippines
10.2003 - 02.2010
- Followed up on overdue accounts via telephone calls, emails, letters, or other means of communication.
- Developed collection strategies for delinquent accounts, including payment arrangements with customers.
- Processed payments from customers according to company policies and procedures.
- Assessed financial situations of debtors and offered potential solutions for repayment.
- Assisted legal counsel in preparing cases for court proceedings when necessary.
Education
Master of Arts - Public Administration
National College of Business And Arts
Quezon City, Philippines01-2006
Bachelor of Science - Secondary Education
Jose Rizal University
Mandaluyong City, Philippines03-1994
Skills
- Customer relationship management
- Effective communication
- Leadership skills
- Operational efficiency
- Problem resolution
Certification
Licensure Examination for Teachers - Philippine Professional Regulation Commission
Timeline
Operations Officer
PRK Holdings International Inc
04.2023 - 07.2024
Customer Service Supervisor
Philippine Social Security System
12.2015 - 03.2019
Customer Service Representative
Philippine Social Security System
03.2010 - 12.2015
Collections Officer
Philippine Social Security System
10.2003 - 02.2010
Office Clerk
SSS Retirees Service Corporation
07.2001 - 09.2023
Master of Arts - Public Administration
National College of Business And Arts
Bachelor of Science - Secondary Education
Jose Rizal University