About JANIS BILLY GUEVARA

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About me

I have nearly 17 years of solid experience to offer your company in operational and client management, team management, process improvement, administrative and financial management in BPO/Contact Center setup. I have a strong background in managing day-to-day overall operations and building a strong partnership with clients by ensuring the service level agreement and individual key performance indicators are all met on a standard and regular basis.  

Post operations management, I transitioned to Digital Excellence. I’ve worked excellently as Lead Assistant Manager for Business Analytics, Robotics and Automation for different healthcare & insurance clients.  Focused on customer eligibility and payment services, underwriting and claims adjudication.  

Prior to moving to RPA & Ops, I was managing Training and Development, and have been an integral part of the knowledge transfer phase of migrating new projects for a Top Insurance provider in the US and a Top Credit Card Provider in the US and UK. Partake set up of new businesses both in Manila and India geography. This gave me an opportunity to work onsite for clients and completed all process certifications as the top trainer in the US, UK, and India office locations. I also have experience handling AU & US clients in the Telecommunications domain.

During my entire stint in BPO, I’m reporting directly to Vice President 2 of Operations and Client Management, Senior Vice President of Operations, Vice President of Digital Excellence, Senior Vice President of Migrations & Projects Team, and Deputy General Manager of Transformational Development.  

With Freelancing – I gained an overall 2 years of experience in managing events management and general VA role reporting directly to clients with contractor and real estate businesses.

Experience

  • 2021 - 2022
    STREAMLINE COMMUNICATIONS

    EVENTS MANAGER

    Host webinars, virtual trainings and annual general meeting from schools and organizations from different industries.
    Applications Used: Zoom, Global Meet, On24, Elite Studio, Wave Cast, Adobe Connect, Webinar.Net, Turbo Bridge, Zip DX

  • 2020 - 2021
    ROCKET STATION

    EXECUTIVE VIRTUAL ASSISTANT

    EVA – ZK Builders – Contractor Business
    EVA – Next Step Land – Real Estate Business
    Calendar Management, Project Management, Scheduling appointments, Sourcing vendors. Email Management, Sending Marketing Letters, Manage Leads, Manage inbound and outbound calls, Creating reports, Create content, Manage & Publish Marketing Listings.
    Applications Used: GSuite, Builder Trend, Quickbooks, Mail Chimp, Canva, WordPress, Sherpa, Stripe, Loop.Net, REI Conversion, FB Marketplace, Fresh Desk, Trello, Stripe, Mail Motion, Typeform, Jotform, MLS

  • 2012 - 2020
    EXL SERVICE

    LEAD ASSISTANT MANAGER – OPERATIONS & TRAINING / BUSINESS ANALYST – ADVANCE ROBOTICS AND AUTOMATION

    BUSINESS ANALYST – ADVANCED ROBOTICS AND AUTOMATION, EXL SERVICE
    Business analyst & contact support for processes requiring an automated solutions.
    Worked effectively with cross-functional design teams to create software solutions that elevated client-side
    experience and significantly improved overall functionality and performance.
    Partake in conceptualizing designs from business objectives to deliver software and applications according
    to specifications for usability, performance, and functionality of the client.

    LEAD ASSISTANT MANAGER – OPERATIONS & TRAINING, EXL SERVICE
    Directed day-to-day operations focused on the attainment of key business metrics, and continuous improvement initiatives. Developed and updated databases to track, analyze and report on performance and cost and revenue data. Handled client correspondence and tracked records.
     Client management. Strong experience in handling business clients from the US, UK, Australia, and India.
     Operational Management. Successful management of Operation with opportunities to expand the scope of work and bring in more business. Strong background in Healthcare & Insurance, Banking & Finance, and Telecommunications domains.
     Team Management Solid background in handling 78 team headcount for both voice, email, and back-office processing, both associates, and support team

Expertise

OPERATIONS MANAGEMENT
DIGITAL ANALYTICS
TRAINING AND DEVELOPMENT
CONTENT CREATION
TEAM MANAGEMENT

Languages

ENGLISH
Proficient

Skills

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