Abbie Fuentes

Experience

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  Sitel

  Jul 2006 - Jun 2017

  TLOB: Telecomm, ISP, Healthcare, Retail, Tech, Travel (Inbound, Outbound, Chat)✅ Sitel helped me become growth-oriented and dedicated Lean Six Sigma Leader with extensive knowledge of quality assurance, continuous improvement, strategically and tactfully troubleshoots and resolves problems for Customer Service, Tech, Sales, Health Insurance, Telecommunication and Chat Campaigns✅ Innovative professional with positive, transmittable energy who builds teams, creates relationships, and earns trust with strong analytical backed by success in providing high caliber service in hands-on Lean & Six Sigma projects✅ Project manages LSS Greenbelt projects like AHT improvement plans and standardization projects Show less

  • Process Improvement Manager

    Apr 2012 - Jun 2017

  • Team Leader / Supervisor

    Oct 2007 - Apr 2012

  • Quality Analyst

    Jan 2007 - Oct 2007

  • Mentor/ Subject Matter Expert

    Jul 2006 - Dec 2006
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  Accenture in the Philippines

  Feb 2017 - Feb 2019

  Business Excellence Associate Manager

  LOB: Finance & Accounting (HRSS, Procure to Pay, Order to Cash, Record to Report)Region: US, EMEA, APAC✅ My core responsibilities includes handling a small group of BE specialists to manage a Finance & Accounting cluster✅ Supported one of the Red Zone Accounts and enabled process transformation to meet automation and innovation project targets✅ Drive Operational & Digital maturity by identifying & managing Robotic Process Automation or Intelligent Automation project/solution, digital dashboards, end to end process improvement, innovation projects with realized client business value through customer satisfaction, cost reduction and or revenue generation✅ HRSS Project - Employee profile & Exit Process Automation; PTP Project - Purchase order & Invoicing automation resulted to 100% compliance audit and had accuracy improvement of 90%; OTC Project - Collections Automation Project resulted to $2M revenue earned ✅ This includes constant interaction with internal & external stakeholders as part of governance on all implemented initiatives Show less

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  REVA Global

  Aug 2019 - Aug 2020

  Client Services Manager

  LOB: Real Estate (Cold Calling), Medical Division (Front Desk, Appointment setting, Insurance Verification, Financial Estimates, etc) ✅ Real Estate Ratio: 1 CSM to 20 VAs, Medical Division Ratio: 1 CSM to 15 VAs✅ Managed day-to-day planning, operation, and problem solving of multiple client & Virtual Assistants to meet required targets set by clients & sustainability of partnership✅ Client & VA On-boarding / Integration - Partners with client in creating processes, training plan, endorsements, compliance that are all geared towards productivity & profitably of their business✅ Process / Product Training - Create, schedule, and present new hire, group, and individual training based on learning needs, including weekly learning enhancement training✅ Risk Management & Innovation - Provided support and proactive management of the various risks facing Client On-boarding, established practice standards & enhancement plans that consistently improved quality and client satisfaction✅ Responsible for networking with clients and identifying their needs and expectations for possible business development Show less

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  Global Medical Virtual Assistants

  Mar 2020 - Mar 2021

  Strategic Account Manager

  LOB: Medical Division✅ Standardized VA ServicesLed the standardization of Virtual Assistant (VA) services, resulting in an impressive growth from 6 to 34 VAs in just 8 months during the pandemic, enhancing service capacity by 466%.✅ Client & VA Partnership DevelopmentDeveloped and sustained partnerships between clients and virtual assistants, achieving a retention rate of over 80% for partnerships lasting one year or more.✅ Project ManagementManaged the implementation of organizational objectives through data analysis and forecasting, successfully coordinating operations with executives to align with client and VA business needs, which contributed to a 20% increase in project efficiency.✅ Process and Task MigrationServed as a technical expert in creating and improving operational standards, resulting in a 30% reduction in process inefficiencies. Developed comprehensive process flows and procedures, ensuring compliance across all levels.✅ Medical Training Curricula DevelopmentCreated medical training curricula to offer virtual staffing services, including triage of calls, insurance verification, and claims processing. This initiative expanded service offerings and improved staff competency in critical areas.✅ Client ManagementFacilitated effective communication with clients and teams regarding data analytics on a weekly, monthly, and yearly basis, improving client satisfaction scores by 25%. Conducted business continuity planning with internal partners and clients to ensure seamless operations during disruptions. Show less

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  SolidOffers

  Sept 2021 - Aug 2022

  Director of Data Management

  Same Organization as GoForClose - rebranded due to shift in business model

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  GoForClose

  Sept 2021 - now

  Director of Data Management

  LOB: Real Estate✅ Technical Expertise* Proficient in Excel, PowerQuery, GoogleSheets, and PowerBI, leveraging these tools for data analysis & reporting leading to improved operational efficiency by 15%* Experienced in using basic function of Airtable for subprocess management and enhancing team workflows* Proficient in task & project management tool like ClickUp resulting in a 30% reduction in project turnaround times & 40% increase in team productivity due to enhanced team productivity & quality* Skilled in CRM systems like GoHighLevel, developed a standardized process for task management using ClickUp and Slack, reducing task completion delays by 50%✅ Automation and Process Optimization* Implemented automation functions in ClickUp and integrated basic Zapier workflows to streamline operations and reduce manual tasks* Developed and established data entry and research processes for real estate investors, resulting in a 70% reduction in errors and a significant decrease in inquiry resolution time and Go-Live setup —from 14 days to 3-5 days✅ Analytical and Problem-Solving Skills* Conducted comprehensive market analysis in the real estate industry, analyzing metro, county, and zip-level demographics to provide clients with actionable insights* Continuously improved data research processes, proactively identifying issues, implementing creative solutions, such as building niche lists and conducting sold analysis✅ Remote Team Collaboration* Successfully collaborated with diverse remote teams, including Growth, Sales, Client Success, Marketing, and Executives, ensuring alignment and clarity on tasks and objectives* Coordinated cross-functional teams to manage daily operations effectively, utilizing task management systems like ClickUp, Agile or Sprint Approach for project scoping and completion* Created training processes and curricula for core tasks within the property data team, facilitating knowledge sharing and skill development among team members Show less