Charmaine R.
Senior Business Processing and Operations Leader
Open to offersNew to PlatformAbout
Charmaine R. is a seasoned Process and Operations Leader with over 15 years of experience in the business processing and customer service industries, with notable tenures at Accenture, Genpact Philippines, and AIG Shared Services. She has led teams supporting high-volume operations for global clients, excelling in workload allocation, coaching for performance management, and consolidating metrics and scorecards for stakeholder reporting. Charmaine's experience spans analyzing insurance, mortgage, and customer service data, supporting process calibration, and maintaining strong client and stakeholder communication. Her education in Industrial Engineering and certifications in leadership and performance management further support her effectiveness in complex, fast-paced operations environments.
Experience
Team Lead
Accenture Inc. · 2024 — 2026Oversaw the allocation of work volume to guarantee timely processing. Organized meetings to discuss process updates and calibration. Unified team metrics and scorecards for reporting purposes. Established and nurtured strong relationships with clients. Conducted coaching sessions and shared performance updates with team members.Process Analyst
Genpact Philippines · 2023 — 2024Ensured accurate responses to client inquiries via chat support. Managed incoming chat requests in real time, providing professional and precise information to enhance client satisfaction.Process Lead
AIG Shared Services Processing Inc. / Accenture Business Services Inc. · 2015 — 2023Oversaw work volume monitoring and allocation to facilitate service level delivery. Led meetings for process calibration and updates. Compiled team metrics and scorecards for reporting usage. Fostered strong client relationships. Delivered coaching to enhance team member performance.Business Processing Specialist, EU Customer Service Group
AIGSS · 2013 — 2015Entered form-based data into ALPS (All Lines Processing System) by verifying and comparing information for precision. Handled POC responsibilities, including report consolidation and workload allocation. Supported EU CSG Italy premium bookings with expertise across various work types. Maintained strong working relationships with business counterparts.Business Processing Analyst, EU Customer Service Group
AIGSS · 2009 — 2013Analyzed data to assist with EU customer service processing. Effectively managed client requests, ensuring timely delivery and satisfaction.Business Processing Analyst, Life and Retirement
AIGSS · 2007 — 2009Conducted analysis of life insurance data to meet processing needs. Diligently provided client requests to ensure accuracy and high quality.Business Processing Analyst
AMDATEX · 2005 — 2007Performed analysis on mortgage data to support processing requirements. Ensured precision in the data entered.
Skills & Expertise
Education
- BS Industrial EngineeringUniversity of Perpetual Help Rizal
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