BernadettE De Vera # Workflow Specialist Location PhilippinesDesired Salary UnspecifiedWork preference Full TimeLinksNot setStatus Actively looking Field / Industry Customer Success * SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet Languages: English - Report [Overview](#overview) ## 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 Skills](https://jobicy.com/talent/communication-skills.md)[Project Management](https://jobicy.com/talent/project-management.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Communication](https://jobicy.com/talent/communication.md)[Time Management](https://jobicy.com/talent/time-management.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Collaboration](https://jobicy.com/talent/collaboration.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Microsoft Office](https://jobicy.com/talent/microsoft-office.md)[Reporting](https://jobicy.com/talent/reporting.md)[Training](https://jobicy.com/talent/training.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Coaching](https://jobicy.com/talent/coaching.md)[Client Relationship Management](https://jobicy.com/talent/client-relationship-management.md)[Performance Management](https://jobicy.com/talent/performance-management.md)[Critical Thinking](https://jobicy.com/talent/critical-thinking.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[Teamwork](https://jobicy.com/talent/teamwork.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md) ## Education Pamantasan ng Lungsod ng Maynila 03/2004 Bachelor of Science in Business Administration major in Management Sacred Heart School 03/2000 Secondary School Holy Spirit School 03/1996 Primary Education St. Rita College 03/1992 Primary Education ## Experience Document Services Workflow Specialist @ B&M Global Services Manila, Inc 2018 - Current 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. Project Leader - Document Services @ B&M Global Services Manila Inc. 2013 - 2018 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. DSC - Shift Monitor @ B&M Global Services Manila, Inc 06/2007 - 06/2013 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. Document Analyst @ B&M Global Services Manila, Inc 03/2007 - 06/2007 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. Lead Agent @ Sutherland Global Services Inc 10/2006 - 03/2007 Handled real-time questions from agents. Managed team in Supervisor's absence. Handled hourly reports submitted to client. Generated daily and hourly AET reports. E-mail Support Representative @ Sutherland Global Services Inc 10/2004 - 10/2006 Discussed promotions and products to improve customer service. Verified and updated information databases. Redirected emails and worked with supervisor to address issues. Technical Support Representative @ Teletech Cust. Care Management Inc 03/2004 - 10/2005 Verified and updated information databases. Provided quality assistance via phone, email, and internet chats. Built strong knowledge of company procedures and protocols.