Summary
Overview
Work History
Education
Skills
Timeline
OfficeManager

Janrey Lozada

Team Manager
Taguig,Metro Manila

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

8
8
years of professional experience

Work History

Team Manager

Willis Towers Watson
Taguig, Manila
04.2018 - Current
  • Manage team handling US-Northeast accounts responsible for review and certificate/policy issuance to insured and client managers ensuring team exceed agreed SLAs: Quality and Productivity
  • Successful implementation of productivity tracker for LOB to measure, monitor and improve team and individual output
  • Initiated performance reviews; bimonthly and monthly meetings to discuss team and individual performance, effectively implement action plans to address opportunities and is currently replicated to other regions where previously non-existing
  • Facilitate account reviews and preparations for account renewals, supporting Market Service Manager at the Nashville center and Market Leads in Mumbai office
  • Identified and corrected deficient performance and behaviors to achieve maximum productivity.
  • Led employee relations through effective communication, coaching, training and development.
  • Overall POC for Reports and BCP for the certificate center

Senior Team Leader

QBE Insurance
07.2014 - 01.2018
  • Directly lead 2 TLs with 3 CSOs in 2 locations (Cebu and Manila) supporting the Asia Pacific Region, ensuring teams exceed agreed SLAs' TAT and Quality
  • Also lead 4 Retail TLs with 69 CSOs in 2 locations (Cebu and Manila) supporting the EO region prior to relocating back to Manila
  • 2 Time Record Breaker Awardee for Q4 2015 and Q4 2016
  • Operations Transitions Lead for Project Rabat (CUS); migrating 10 additional processes to the GSSC and supported end to end execution of training preparation
  • Initiated and lead the execution of the EO One Motor Process at the GSSC

Lead Assistant Manager

EXL Service
02.2014 - 07.2014
  • Responsible for over-all site performance supporting a total of 5 blended teams (voice and back-office) with 5 TLs and 90 Nurse Associates
  • Oversee and manage day-to-ay site operations to ensure all metrics are met, revenue is maximized and monitor team performance viz a viz set goals
  • Q2 2014 Top Lead Assistant Manager for National Care Management - Clinical Precertification Support

Assistant Manager

EXL Service
09.2012 - 02.2014
  • Handle both voice and back-office support for Clinical Precertification Support & Behavioral Health teams
  • Team awarded as Best Team for Q4 2012 and Q1 2013
  • Initiated and launched the "Care Bay" program that focuses on outliers specific to handle tie; commended by stateside partners/clients as "very effective" with an 80% success rate, improving site efficiency performance by 30 seconds
  • Participated n the launching of the Cebu site from May - Aug 2013, acting as the SME an over-all POC in Training and Nesting, and Operations
  • Served as mentor to new Supervisors ensuring alignment in policies and procedures between Manila and Cebu sites

Education

Bachelor of Science - Nursing

University Of Perpetual Help System DALATA
Las Pinas

Skills

Managerial and Team Handling skills

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Timeline

Team Manager

Willis Towers Watson
04.2018 - Current

Senior Team Leader

QBE Insurance
07.2014 - 01.2018

Lead Assistant Manager

EXL Service
02.2014 - 07.2014

Assistant Manager

EXL Service
09.2012 - 02.2014

Bachelor of Science - Nursing

University Of Perpetual Help System DALATA

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Janrey LozadaTeam Manager