Open to opportunities

Eloisa Bautista

@eloisabautista

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Detail-oriented verification specialist with strong leadership and mentoring skills.

Philippines

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What I'm looking for

I seek a role in a collaborative environment that fosters professional growth and values efficiency.

I am a dedicated professional with extensive experience in verification and quality assurance, having worked in various roles at Payward Inc. for over five years. My journey began as a Verification Specialist, where I honed my skills in validating client documents and resolving verification issues. My commitment to excellence led me to progress through the ranks, ultimately becoming a Verification Supervisor, where I managed a team and ensured high performance standards.

Throughout my career, I have focused on improving processes and fostering a positive work environment. I collaborated with various departments to enhance training materials and streamline verification procedures. My leadership style emphasizes support and guidance, helping my team members develop their skills while maintaining a harmonious workplace. I am passionate about contributing to an organization that values growth and teamwork.

Experience

Work history, roles, and key accomplishments

Verification Supervisor

Payward Inc.

Feb 2019 - Present (6 years 9 months)

Managed verification mentors and L2 specialists, monitoring their performance and well-being. Identified and nurtured team talents, providing guidance to hone new skills and maximize efficiency and work-life balance.

Team Leadership Performance Management Talent Development Mentoring Conflict Resolution

Subject Matter Lead

Payward Inc.

Oct 2018 - Present (7 years 1 month)

Collaborated with different area leads to ensure specialists performed within or above expectations and identified inefficiencies in the Verification process. Monitored queue levels to ensure adequate staffing and collaborated with other departments for cross-training and manpower planning.

Process Optimization Cross Functional Collaboration Queue Management Performance Monitoring

QA Coordinator

Payward Inc.

Apr 2018 - Present (7 years 7 months)

Provided guidance and support to QA leads and identified areas of opportunity for the Verification team through monthly QA results analysis. Collaborated with Onboarding and Training leads to improve training materials and specialist performance.

Quality Assurance Process Improvement Training Development Collaboration Data Analysis

Verification Mentor

Payward Inc.

Jul 2017 - Present (8 years 4 months)

Performed Quality Assurance on the output of Level 1 Verification agents and provided feedback via call or chat. Supported Level 1 agents by answering verification-related questions and created monthly performance summaries for management.

Quality Assurance Support Agent Reporting Mentoring

Verification Specialist (Level 1)

Payward Inc.

Mar 2016 - Present (9 years 8 months)

Validated authenticity of client documents by comparing submitted documents with reputable samples and cross-checking personal identifiable information. Communicated with clients to request new documents and resolve verification issues using ZenDesk.

Documentation Verification KYC Zendesk Data Validation Client Communication

Collections Agent

Alorica Philippines

Aug 2015 - Present (10 years 3 months)

Answered calls from customers regarding credit card statements and processed payments. Handled outbound calls to remind customers of outstanding balances and facilitate collections.

Customer Service Debt Collection Payment Processing Outbound Calling