Experience

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  British Embassy Manila

  • Philippines
  • Business Consulting and Services
  • 100 - 200 Employee

  • Customer Account Manager

    • Apr 2021 - Jan 2023

     Informed and promoted the United Kingdom Visa service to organizations across the Asia Pacificregion Represent UKVI at the Manila Mission's General Heads of Section meeting, acting as the linkbetween the senior management at the Mission and UKVI's Regional Management Team Actively engage with key internal stakeholders, such as FCDO, British Council and DIT to build visaknowledge, support HMG goals and represent UKVI at their online and offline activities. Provide support for stakeholder's high importance/compassionate visa enquiries, liaising withoperational staff where necessary. Actively engage with external stakeholders across the APAC region to educate target audiencesabout UKVI's latest policies and requirements. Draft presentations, messages and Q&As based onthe needs of different occasions. Identify and develop relationships with agreed Key Accounts, constructing a development plan foreach account and delivering against it bi-annually Manage the APAC CAM network inbox, replying to queries from HMG, businesses & governmentswithin 48 hours. Work closely with UKVI's Regional Communications Manager and the Mission's communicationsteam to provide advice on the wording, timings and distribution of visa-related messages andcampaign. Supporting the Regional Commercial Partner Relationship Manager with customer improvementinitiatives in the region and reporting customer service related issues where present. Identify potential partners to develop innovative schemes and promote UKVI services and drivethe implementation of the scheme by leading on the discussion with partners, seeking input andfeedback from stakeholders concerned, collecting information and drafting proposals. Initiating and supporting data and insight projects to better UKVI's understanding of the APAC visamarket, direct team focus and identify opportunities.Awards: Special Bonus Awardee – November 2021

  • AO Entry Clearance Officer

    • Jan 2016 - Mar 2021

     Assessed 60-100 visa applications daily against the Immigration Rules of the UK Ensured that applications are processed within service standards and escalated any potential delays as required Maintained a less than 3% overturned decisions rate because of incorrect decisions Consistently met benchmarks against specific local productivity expectations Worked collaboratively with colleagues from other government departments to ensure facilitated applications are prioritized appropriately Created the process for managing tour group visa applications from China Managed the Chinese tour group work stream that had a volume of 150 to 1500 visa applications per day; ensured that they were encoded, assessed and printed within service standards Collaborated remotely with colleagues from 13 locations in China Lead a team of 5-10 local entry clearance officers to assess Chinese tour groups Reduced visa error rate to less than 5% by creating an automated checker Reduced number of absconders by creating an automated sifting tool Answered enquiries from travel agents, applicants and from third party services providersAwards: Rewards & Recognition Awardee – October 2016 | UKVI Improvement & Customer Insight Team Dual Hat Award - 2019

  • Entry Clearance Assistant

    • Jun 2014 - Jan 2016

     Uploaded 60-80 visa applications per day with 99% accuracy Ensured that all records have accuracy of data and cross referenced against other databases Maintained and updated spreadsheets are required Increased productivity and decreased training time of new hires by creating a comprehensive guidebookAwards: UKVI Bonus Award – June 2015 | Working Excellently Award – December 2015

  • Regional Procurement Support Officer

    • Oct 2013 - Jun 2014

     Improved the global Supplier Optimization Process by creating and maintaining a comprehensive supplier database Manipulated data, created reports, reviewed data and performed required spend analysis Analyzed pricing and strategy information and coordinated with Regional Procurement Manager to identify saving opportunities Collaborated with Asia Pacific posts to communicate the results of the analysis

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  Convergys

  • Resports Assistant III

    • Jul 2011 - Oct 2013

     Established and maintained reports for the Client and Operations team to monitor metrics and performance Developed a streamlined dashboard used by all levels on the production floor Launched a daily updated scorecard (all levels) Provided administrative support (filing, handling client visit preparations) as neededAwards: Top Performer of the Month – July 2011 | August 2011 | September 2011

  • Subject Matter Expert / Intensive Care Unit Caseworker

    • Sep 2010 - Jun 2011

     Maintained a 4.5/5 customer service score by solving highly escalated cases and providing absolute resolutions Ensured total issue resolution and customer satisfaction by receiving 15-20 escalated calls from the production floorAwards: Top Performer of the Month – February 2011 | March 2011 | April 2011 | June 2011

  • Customer Service Agent

    • Oct 2009 - Sep 2010

     Answered 40 to 60 calls daily and resolved billing, network or equipment concerns for the subscribers of a North American telecommunications companyAwards: Top Performer of the Month – August 2010 | Top Agent for Quarter 3 of 2010

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  University of Santo Tomas Hospital

  • Manila, National Capital Region, Philippines

  • Nurse Trainee

    • Jun 2009 - Aug 2009
    • Manila, National Capital Region, Philippines

     Provided nursing care to 15 to 20 patients in the Intensive Care Unit, Cardio-Vascular Unit and Medical-Surgical Wards

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  NSE-NRC Crest Review Center

  • Manila, National Capital Region, Philippines

  • Review Assistan

    • Apr 2009 - Jun 2009
    • Manila, National Capital Region, Philippines

     Provided administrative assistance to visiting professors who conducted review classes for Nursing Licensure Board Exam takers