Iva Filipaina
Customer Service Team Lead at Lite n' Easy- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
LinkedIn User
I’ve had the pleasure of working with Iva in the last 8+ years. We were both team leads to two different departments that were supporting the Managed Event Service at Intrado. I’ve always found her very knowledgeable, collaborative, solution-oriented, and respected by the team she was leading as well as the whole organisation. An example of Iva's value as a Team Lead and Subject Matter Expert was her assistance in helping me develop my Team's Upsell Project. Iva’s ability to apply her team’s experiences within the Event Management space through running a myriad of scenarios with a variety of clients, and her skill at comprehending the companies needs allowed her to share her vast insight and knowledge and assist in creating our improved upsell programs and soft skills sessions which ensure that we were able to overachieve our sales target. On top of having a great work ethic, Iva has an amazing personality that makes her very approachable, empathetic and a great colleague. I would highly recommend Iva as she is a true professional and great person to work with.
Alvaro De Romana
I had worked with Iva for over 8 years and in that time she was both my colleague and then my direct report. She was a pleasure to work with and she was a very welcome member of the team. During my time as her supervisor she was always focused on achieving great results. She has a kindness about her that makes her a pleasure to speak with and interact with, which is beneficial with all stakeholders of the business, internal or external. She was always punctual, took her role seriously, and ensured that she gave 110% on each and every assignment. Iva is one of those employees that will make you glad that you have her in your team. When I promoted her to Team Lead it was due to her hard work, thoroughness and attention to detail. She made my life easier and I could trust her with anything. On the rare days I ever had to be off from work, I had 100% faith in her ability to take over the reins and ensure the team was well looked after. Furthermore, all performance reviews were passed, achieving all KPIs, passing every metric. This also ensured she received multiple awards from management during her tenure there. It's the reasons above why I will always give Iva a glowing recommendation and assist her in any way I can to ensure she achieves success in any new role she pursues.
LinkedIn User
I’ve had the pleasure of working with Iva in the last 8+ years. We were both team leads to two different departments that were supporting the Managed Event Service at Intrado. I’ve always found her very knowledgeable, collaborative, solution-oriented, and respected by the team she was leading as well as the whole organisation. An example of Iva's value as a Team Lead and Subject Matter Expert was her assistance in helping me develop my Team's Upsell Project. Iva’s ability to apply her team’s experiences within the Event Management space through running a myriad of scenarios with a variety of clients, and her skill at comprehending the companies needs allowed her to share her vast insight and knowledge and assist in creating our improved upsell programs and soft skills sessions which ensure that we were able to overachieve our sales target. On top of having a great work ethic, Iva has an amazing personality that makes her very approachable, empathetic and a great colleague. I would highly recommend Iva as she is a true professional and great person to work with.
Alvaro De Romana
I had worked with Iva for over 8 years and in that time she was both my colleague and then my direct report. She was a pleasure to work with and she was a very welcome member of the team. During my time as her supervisor she was always focused on achieving great results. She has a kindness about her that makes her a pleasure to speak with and interact with, which is beneficial with all stakeholders of the business, internal or external. She was always punctual, took her role seriously, and ensured that she gave 110% on each and every assignment. Iva is one of those employees that will make you glad that you have her in your team. When I promoted her to Team Lead it was due to her hard work, thoroughness and attention to detail. She made my life easier and I could trust her with anything. On the rare days I ever had to be off from work, I had 100% faith in her ability to take over the reins and ensure the team was well looked after. Furthermore, all performance reviews were passed, achieving all KPIs, passing every metric. This also ensured she received multiple awards from management during her tenure there. It's the reasons above why I will always give Iva a glowing recommendation and assist her in any way I can to ensure she achieves success in any new role she pursues.
LinkedIn User
I’ve had the pleasure of working with Iva in the last 8+ years. We were both team leads to two different departments that were supporting the Managed Event Service at Intrado. I’ve always found her very knowledgeable, collaborative, solution-oriented, and respected by the team she was leading as well as the whole organisation. An example of Iva's value as a Team Lead and Subject Matter Expert was her assistance in helping me develop my Team's Upsell Project. Iva’s ability to apply her team’s experiences within the Event Management space through running a myriad of scenarios with a variety of clients, and her skill at comprehending the companies needs allowed her to share her vast insight and knowledge and assist in creating our improved upsell programs and soft skills sessions which ensure that we were able to overachieve our sales target. On top of having a great work ethic, Iva has an amazing personality that makes her very approachable, empathetic and a great colleague. I would highly recommend Iva as she is a true professional and great person to work with.
Alvaro De Romana
I had worked with Iva for over 8 years and in that time she was both my colleague and then my direct report. She was a pleasure to work with and she was a very welcome member of the team. During my time as her supervisor she was always focused on achieving great results. She has a kindness about her that makes her a pleasure to speak with and interact with, which is beneficial with all stakeholders of the business, internal or external. She was always punctual, took her role seriously, and ensured that she gave 110% on each and every assignment. Iva is one of those employees that will make you glad that you have her in your team. When I promoted her to Team Lead it was due to her hard work, thoroughness and attention to detail. She made my life easier and I could trust her with anything. On the rare days I ever had to be off from work, I had 100% faith in her ability to take over the reins and ensure the team was well looked after. Furthermore, all performance reviews were passed, achieving all KPIs, passing every metric. This also ensured she received multiple awards from management during her tenure there. It's the reasons above why I will always give Iva a glowing recommendation and assist her in any way I can to ensure she achieves success in any new role she pursues.
LinkedIn User
I’ve had the pleasure of working with Iva in the last 8+ years. We were both team leads to two different departments that were supporting the Managed Event Service at Intrado. I’ve always found her very knowledgeable, collaborative, solution-oriented, and respected by the team she was leading as well as the whole organisation. An example of Iva's value as a Team Lead and Subject Matter Expert was her assistance in helping me develop my Team's Upsell Project. Iva’s ability to apply her team’s experiences within the Event Management space through running a myriad of scenarios with a variety of clients, and her skill at comprehending the companies needs allowed her to share her vast insight and knowledge and assist in creating our improved upsell programs and soft skills sessions which ensure that we were able to overachieve our sales target. On top of having a great work ethic, Iva has an amazing personality that makes her very approachable, empathetic and a great colleague. I would highly recommend Iva as she is a true professional and great person to work with.
Alvaro De Romana
I had worked with Iva for over 8 years and in that time she was both my colleague and then my direct report. She was a pleasure to work with and she was a very welcome member of the team. During my time as her supervisor she was always focused on achieving great results. She has a kindness about her that makes her a pleasure to speak with and interact with, which is beneficial with all stakeholders of the business, internal or external. She was always punctual, took her role seriously, and ensured that she gave 110% on each and every assignment. Iva is one of those employees that will make you glad that you have her in your team. When I promoted her to Team Lead it was due to her hard work, thoroughness and attention to detail. She made my life easier and I could trust her with anything. On the rare days I ever had to be off from work, I had 100% faith in her ability to take over the reins and ensure the team was well looked after. Furthermore, all performance reviews were passed, achieving all KPIs, passing every metric. This also ensured she received multiple awards from management during her tenure there. It's the reasons above why I will always give Iva a glowing recommendation and assist her in any way I can to ensure she achieves success in any new role she pursues.
Experience
-
Lite n' Easy
-
Australia
-
Food Production
-
1 - 100 Employee
-
Customer Service Team Lead
-
May 2023 - Present
-
-
-
NSW Electoral Commission
-
Australia
-
Government Administration
-
100 - 200 Employee
-
Employment Helpdesk Customer Service Officer
-
Feb 2023 - May 2023
** contract to beginning of May 2023 ** As an experienced professional, I operated the employment helpdesk, serving as the primary point of contact for all employment-related inquiries for current and potential employees. With exceptional attention to detail, I executed precise data entry tasks into internal systems, ensuring the accuracy and integrity of all information. Maintaining accounts was an essential part of my role, and I accurately updated personal information and reset passwords as needed. I delivered personalised support to existing and prospective staff members regarding EOI applications, and assisted with technical troubleshooting of the web-based training portal. I effectively communicated information to individuals with varying levels of English language proficiency and diverse backgrounds, honing a skill that I have developed over my career. Diligently monitoring the helpdesk inbox and professionally responding to all incoming emails with urgency was another aspect of my work that I took seriously. I addressed complaints in an empathetic and professional manner and immediately escalated issues to management when necessary. I collaborated effectively and fostered productive relationships within a team while upholding a high standard of professionalism. Managing confidential information was crucial in my role, and I exhibitws unwavering integrity, trustworthiness, discretion, and honesty. My ability to efficiently manage my workload and handle multiple priorities was also instrumental in my success in this role. Show less
-
-
-
Intrado
-
United States
-
IT Services and IT Consulting
-
700 & Above Employee
-
Team Lead APAC Operations
-
Apr 2016 - Jun 2022
Managed day-to-day operations for a Conferencing team of 10 agents in Sydney and remote management of 5 agents in Singapore, with a strong focus on monitoring team performance, workforce management, providing mentorship and coaching, and driving the team towards achieving SLAs and KPIs.Tasked with identifying training gaps, implementing new processes, providing product training to both internal and external stakeholders across APAC, and being a point of contact for troubleshooting escalations and technical issues for APAC agents.Aided in the recruitment/induction/training of new agents, facilitated team meetings, reported on metrics, managed a knowledgebase of SOPs, and handled ad hoc administrative correspondence for shared Management inboxes.>> Highlights <<▪ Under my leadership, the team achieved and sustained a remarkable Net Promoter Score of 98, and high-performing Quality score of over 96%.▪ Handled the successful transition to remote management, overseeing both Sydney and Singapore-based teams, demonstrating flexibility and adaptability in a changing business environment.▪ Led my team through tumultuous times, navigating the impacts of COVID-19 and global layoffs, while displaying resilience and a steadfast commitment to maintaining team morale and achieving business objectives.▪ Spearheaded a project to develop and execute product training, including delivering demonstration calls to clients, to introduce the new product and showcase it’s features and capabilities.▪ Repeat recipient of Management and Peer awards. Show less
-
-
Senior Conference Administrator
-
Oct 2012 - Apr 2016
▪ Secured a VVIP account for Intrado, resulting in an annual revenue of over $1M and recognition from the CEO of the newly acquired account.▪ Managing high-profile audio-conferencing events for external stakeholders, specialising in Australian Government and VIP Accounts for Fortune 1000 companies, while maintaining a high level of professionalism and discretion with exposure to sensitive information.▪ Facilitating education sessions with external stakeholders, with a focus on proposing enhancements and setting expectations for their conferencing event.▪ Using multiple systems to troubleshoot and manage technical issues in a live environment, while finding innovative solutions that do not disrupt the client's experience.▪ Working collaboratively and providing an exceptional level of verbal and written communication with internal and external stakeholders, across all levels of the Business. Show less
-
-
Workforce Management Assistant
-
Oct 2012 - Apr 2016
▪ Responsible for the daily management of real-time scheduling for the APAC Operations Department. (50+ agents located across Australia, Singapore, India, and The Philippines)▪ Tasked with swiftly resolving scheduling issues with minimal notice, I successfully took proactive action in re-assigning schedules to ensure minimal impact to multiple clients and their upcoming calls, despite competing priorities.▪ Demonstrated exceptional adaptability and foresight in a dynamic environment by proactively anticipating and addressing potential issues before they became impacting.▪ Engaged in daily cross-regional communication to proactively keep all agents informed of any urgent amendments to their schedule. Show less
-
-
-
Photo Corporation of Australia
-
United Kingdom
-
Data & Imaging Assistant – Digital Services
-
Feb 2010 - Oct 2012
My duties involved executing high-volume data entry with an emphasis on accuracy, conducting quality checks and proof-reading data prior to finalising print jobs, collaborating with internal teams to meet delivery objectives, and providing training and support to new hires in uploading digital images and importing data to internal databases. My duties involved executing high-volume data entry with an emphasis on accuracy, conducting quality checks and proof-reading data prior to finalising print jobs, collaborating with internal teams to meet delivery objectives, and providing training and support to new hires in uploading digital images and importing data to internal databases.
-
-
-
Pinpoint, MasterCard Loyalty Solutions
-
Australia
-
Advertising Services
-
1 - 100 Employee
-
Travel Designer
-
Jul 2008 - Jul 2009
I was responsible for crafting personalised travel itineraries and arranging comprehensive travel arrangements for clients, displaying a high level of attention to detail to guarantee accurate and balanced bookings. I consistently established effective communication with clients and external suppliers to promptly address flight changes and accommodate special requests.
-
-
Customer Service Representative
-
May 2006 - Jul 2008
Managing a substantial volume of inbound calls across multiple campaigns with efficiency and professionalism. Efficiently processing client orders and following up on any delays to ensure timely completion. Resolving complex account issues and effectively diffusing client escalations to maintain client satisfaction and confidence.
-
-
Community
