Feligene Libunao

Lead day-to-day clinical operations supporting medical intake and evaluation workflows, coordinating providers, Medical Intake Coordinators, claimant schedules, and documentation. Conduct 30+ structured claimant and patient intake interviews daily and manage 50+ medical charts per day while ensuring HIPAA/PHI compliance.

Evaluated student responses to open-ended assessments using standardized scoring guides, ensuring accuracy and consistency. Completed required training and certification processes, including qualifying assessments prior to active scoring.

Directed training and quality operations for global service programs, supervising Quality Evaluators and training resources. Analyzed quality and productivity data to identify trends and improvement opportunities, and led Training Needs Analysis and root-cause reviews.

Developed and implemented recruiting procedures and monitored recruitment performance. Designed learning programs, career-development plans, and managed training budgets and vendor relationships.

Earned Master Trainer Certification for a U.S.-based online shopping program and Train-the-Trainer Certification for a U.S.-based cable program. Directed new-hire training programs and developed curriculum and learning materials.

Directed daily Academy Bay operations and supervised Coaches and Red Hats, establishing performance expectations. Monitored employee performance, delivered coaching, and implemented strategies to improve sales and conversion.

Led training operations for an Australian-based transcription program and a Philippine telecommunications postpaid account. Directed new-hire training, monitored trainee readiness, and produced daily training performance reports.

Evaluated agent language quality and communication performance and delivered targeted coaching. Partnered with team leaders and training managers to improve communication performance and produced client and SLA reports.

Earned Train-the-Trainer Certification with the highest possible grade for a U.K. telecommunications account. Directed new-hire training and nesting operations, monitored productivity, and developed learning modules.

Earned Train-the-Trainer Certification for a U.S. airline account and designed and delivered process training. Monitored trainee performance and productivity, delivered coaching, and produced daily training reports.

Supported two Senior Associates and one Partner with executive scheduling, correspondence, documentation, and confidential legal administration. Researched Supreme Court rulings and drafted affidavits, motions, and legal briefs.

Activities and societies: Student Council President; Academic Excellence

Graduate of Midwifery, passed the PRC Board, served as Student Council President, and achieved Academic Excellence.

Undergraduate studies in AB Mass Communication with a major in TV Broadcasting.

Activities and societies: Bronze Medalist; Academic Excellence in Business English & Office Procedures

Graduate of Computer Secretarial program, Bronze Medalist, with Academic Excellence in Business English and Office Procedures.