Jonilyn De Arroz

• Managed Health Care Account and increased revenue by 30% per quarter.
• Improved attrition by 5%
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Devised processes to boost long-term business success and increase profit levels.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Devised processes to boost long-term business success and increase profit levels
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow

• Managed 150 head count and able to increase efficiency and Quality Metrics
• Worked in matrix management environment with oversight of division level managers, operations, finance, human resources, safety, and compliance
• Collaborated on program operations with TQ Team, Recruitment, ETC including offering feedback from participants and improvement recommendations
• Tracked and analyzed profitability and key metrics of establishment to improve overall profitability and bring in new clientele
• Made hiring recommendations to increase company's productivity and profitability with quality workers.
• Identifies and drives business solutions for clients by preparing business models/applications or product bundling
• Synthesize data from multiple sources to deliver business insights and strategic guidance to key stakeholders and executives
• Recruit talent, build and mentor team, and manage vendors.
• Oversaw staff and sub-contractor performance review assessments
• Managed employee-related issues encompassing labor, turnover and diversity
• Prepared documents for internal and external audits
• Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations
• Provided leadership for continual management and employee training initiatives

• Managed 120 Head count with 3 different LOB
• Managed Operations Globally
• Improved Sales Quality , Customer Service and Accuracy on Quality that lead to new business within organization.
• Develop data and digital analytics strategy for driving future business value and support business unit leaders to incorporate data science ecosystem into product development, marketing performance, communications initiatives and enhancing customer and internal operations performance
• Provide input on design and development of scalable digital data solutions and use case applications to address business needs including reporting, analytics and customer data platforms and identifies new opportunities for data and performance analytics
• Implements and manages design and development of data processing pipelines for ingestion, modelling, analysis, mining and reporting to ensure data is appropriately delivered as required to business
• Collaborate with partners across functions and product verticals (but not limited to): production, planners, product managers, content and ecommerce teams
• Promoted use of multichannel communication strategies, automated chat and social messaging.
• Developed systems and procedures to improve operational quality and team efficiency.
• Managed employee-related issues encompassing labor, turnover and diversity
• Provided leadership for continual management and employee training initiatives
• Implemented innovative programs to increase employee loyalty and reduce turnover
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports

• Managed different line of business under Capital One focusing on Collection both Phones and back end
• Improved Collection KPI and Quality Metrics that increased revenue by 10 % revenue and lead to new business introduced to site
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Devised processes to boost long-term business success and increase profit levels.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
• Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Trained new team members by relaying information on company procedures and safety requirements.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Coached team members in techniques necessary to complete job tasks.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service

• Handled various Sales programs with minimum of 15 agents being managed
• Coach, motivate and mentor agents assigned on daily basis
• Complete daily, weekly and monthly feedback to be sent out to Operations Manager
• Responsible for maintaining required number of Sales, Attendance to fulfill daily, weekly and monthly target
• Effectively lead team members and maintains open lines of communication with team members and being advocate for team members
• Coach team members on their performance on regular basis
• Writes and delivers annual appraisals
• Effectively monitor team to pro-actively identify potential problems and ensures appropriate parties are in engaged through to solution
• Strengthen relationships within supporting business units to help resolve issues related to team members
• Identify obstacles and design practical and sound solutions to reach business goals
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Monitor and take action on personnel and payroll issues.

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Promoted high standards through personal example to help each member understand expected behaviors and standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
• Built strong relationships with customers through positive attitude and attentive response
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism

• Managed ABAY Performance Bay that has positive impact to Site KPI
• Evaluated customer needs and feedback to drive product and service improvements.
• Maintained database systems to track and analyze operational data.
• Devised and implemented processes and procedures to streamline operations.
• Collected, arranged, and input information into database system.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Educated staff on organizational mission and goals to help employees achieve success.
• Developed effective improvement plans in alignment with goals and specifications.
• Cultivated positive relationships with clients
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Undergraduate