Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Monique Mallari

Hornsby

Summary

Forward-thinking professional with proven history of leadership, planning and problem solving. Adept collaboration with professional to accomplish demanding objectives, motivate staff, and organize resources. Systematic understanding of maintaining coverage for all operational needs.

Overview

14
14
years of professional experience
2
2
years of post-secondary education

Work History

Assistant Manager

Woolworths
Hornsby
03.2024 - Current
  • Supervised daily operations to ensure compliance with company policies.
  • Implemented promotional displays to enhance product visibility.
  • Resolved customer inquiries and complaints promptly and professionally.
  • Managed customer service inquiries and complaints in a timely manner.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.

Team Support Lead/ Subject Matter Expert/ Process Associate

COGNIZANT PHILIPPINES
01.2022 - Current
  • Manage my own team.
  • Reporting progress of my team to my Team Manager
  • Coaching my agents to improve skill sets
  • Motivating team members to meet their goals
  • Nurturing team members strengths and identifying areas for improvement
  • Call listening
  • Manage Day to Day Operations for a Team of more than 10 employees.
  • Run day to day workflow and meet department service levels.
  • Responsible for day-to-day people management, performance monitoring, etc.
  • Conduct and follow-up performance evaluations for regularization and annual appraisal review.
  • Perform weekly trending based mentoring to manage team members performance.
  • Monitor calls and identify opportunities of team members that needs to be improved on.
  • Processing new insurance claims notifications.
  • Makes sure that the documents are sent to the respective departments.
  • Handling any complaints associated with a claim.
  • Adhering to legal requirements, industry regulations and customer quality standards set by the company.

Team Leader

GENPACT SERVICES LLC
01.2014 - 01.2022

Transcription Handler Representative

ACCENTURE INCORPORATED
01.2012 - 01.2013

Education

Graduatw Diploma of Management

National Polytechnic of Australia
02.2025 - 01.2026

Advance Diploma For Leadership And Management

National Polytechnic of Austraia
02.2024 - 01.2025

Bachelor of Science - Psychology

San Beda University

Highschool Diploma -

St. Cecilia's Academy

Skills

  • Leadership
  • Process Improvement
  • Team Management
  • Coaching

References

  • Anne Yaco, +639175621078, maryanntherese.yaco@genpact.com, Operations Manager- Genpact LLC
  • John Paul Vergara, +639452012808, Juanpaulo88.vergara@gmail.com, Manager-Uploan

Languages

English, Expert

Timeline

Graduatw Diploma of Management

National Polytechnic of Australia
02.2025 - 01.2026

Assistant Manager

Woolworths
03.2024 - Current

Advance Diploma For Leadership And Management

National Polytechnic of Austraia
02.2024 - 01.2025

Team Support Lead/ Subject Matter Expert/ Process Associate

COGNIZANT PHILIPPINES
01.2022 - Current

Team Leader

GENPACT SERVICES LLC
01.2014 - 01.2022

Transcription Handler Representative

ACCENTURE INCORPORATED
01.2012 - 01.2013

Bachelor of Science - Psychology

San Beda University

Highschool Diploma -

St. Cecilia's Academy
Monique Mallari