Michelle Navarro

• Monitored day-to-day performance, resolving issues in real-time, and ensuring compliance with internal policies and external regulations.
• Managed resource allocation, scheduling, and staffing to ensure operational goals were met with maximum efficiency.
• Led the implementation of continuous improvement initiatives using methodologies like Lean Six Sigma and Agile to streamline processes, eliminate waste, and increase productivity.
• Developed and maintained Standard Operating Procedures (SOPs) and training materials, ensuring staff were well-equipped to perform their duties effectively.

Achievements:

• Operational Efficiency: Increased overall team productivity by 90% by optimizing workflows and implementing Lean practices.
• Employee Performance: Led performance improvement initiatives that resulted in a 85% increase in team engagement.
• Quality Control: Reduced error rates in service delivery by 100% by implementing rigorous quality assurance processes.

• Developed strong relationships with clients, resulting in repeat business and positive feedback.
• Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
• Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.

• Reduced turnaround time for loan approvals by efficiently managing workload and prioritizing tasks.
• Enhanced customer satisfaction levels with clear communication and timely follow-ups on loan applications.
• Consistently met or exceeded monthly sales targets, contributing significantly to the department''s success.
• Resolved complex issues related to existing loans, effectively retaining clients while addressing concerns promptly.