Workflow Specialist
- Location
- Philippines
- Desired Salary
- Unspecified
- Work preference
- Full Time
- Links
- Not set
- Status
- Actively looking
- Field / Industry
- Customer Success
About Me
I am a workforce specialist with five years of experience helping Document Services and Baker McKenzie reach their full potential. I am adept at making key decisions and collaborating with other professionals to achieve goals and solve problems. I have experience managing team members and am dedicated to successfully directing business operations. My role involves day-to-day production management, analyzing client requests, and ensuring timely delegation and completion of assignments. I am skilled at monitoring job statuses, coordinating with teams, and providing guidance to staff to improve efficiencies. I handle client queries promptly and work closely with supervisors on process and quality improvement initiatives. I am committed to producing high-quality work that meets established standards and driving team compliance with standard processes. I build strong relationships with clients, handle escalations professionally, and provide recommendations to prevent recurring issues. Throughout my career, I have consistently achieved individual targets and contributed to the overall success of my department and firm. I am passionate about continuous improvement and delivering excellent service in all aspects of my work.
Skills
Communication SkillsProject ManagementProblem SolvingCommunicationTime ManagementData AnalysisCollaborationProcess ImprovementMicrosoft OfficeReportingTrainingTeam LeadershipTechnical SupportCustomer SupportQuality AssuranceCoachingClient Relationship ManagementPerformance ManagementCritical ThinkingData EntryTeamworkOperations ManagementConflict Resolution
Education
Bachelor of Science in Business Administration major in Management
Secondary School
Primary Education
Primary Education
Experience
Responsible for day-to-day production management of assigned teams. Analyze client requests and documentation prior to assignment distribution. Monitor assignment status and coordinate with teams. Prioritize jobs and update dashboards. Delegate tasks and recommend efficiency improvements. Monitor pending jobs and endorse to next shift. Provide guidance on endorsement process. Act as first escalation level and resolve issues. Address client queries by email or call. Coordinate with Supervisor on process and quality improvements. Produce one-pass work meeting quality standards. Drive team compliance with processes. Analyze issues with Supervisor and prevent escalation. Ensure quick complaint resolution.
Main point person for critical projects and tasks assigned by Shift Supervisor and DSC Manager. Coordinate with requestors and project staff to ensure timely task processing. Provide feedback to team members and serve as feedback source for performance management.
Log incoming jobs from clients. Monitor and check jobs for shift submission. Acknowledge incoming emails. Communicate with shift supervisor regarding jobs needing longer turnaround or client updates.
Processed formatting requests from different offices. Processed copy-typing requests. Handled immigration tasks for Washington and Toronto. Processed time entries for Chicago, Washington, and Toronto. Processed visa applications for Sydney office.
Handled real-time questions from agents. Managed team in Supervisor's absence. Handled hourly reports submitted to client. Generated daily and hourly AET reports.
Discussed promotions and products to improve customer service. Verified and updated information databases. Redirected emails and worked with supervisor to address issues.
Verified and updated information databases. Provided quality assistance via phone, email, and internet chats. Built strong knowledge of company procedures and protocols.