Ingrid Calinawan

Experience

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  Philip Morris International

  Jul 2007 - Jan 2009

  Territory Sales Representative
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  EPerformax

  Dec 2009 - Aug 2014

  Performance Development Manager

  Senior Operations Manager responsible for the Account Management team, Top Account Support, Top Customer Care and Seller Support • Implemented process improvements for Customer Experience in the C2C and B2C Seller Segments resulting to a 44ppts increase in sNPS in the Key Account Management Program• Manage SLAs such as CSAT, SL, FCR, Productivity and ensure regular performance appraisals and career development planning for individual team members• Gather insights to improve customer experience and/or reduce contact volume based on survey feedback and volume drivers, work with cross-functional teams to initiate improvements in the different customer touch points• Lead QA and Performance Development team in developing and deploying strategies to improve performance based on identified gaps and opportunities Show less

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  EBay Inc

  Sept 2014 - Sept 2015

  Operational Excellence Manager for APAC

  Operational Excellence Leader responsible for leading the Six Sigma Deployment and Operational Excellence program. Lead the Lean Six Sigma Deployment within the Customer Service Organization in APAC across markets in Southeast Asia, Greater China, Australia, India & Japan.• Trained and Coached to certification over 50 Six Sigma Green Belts • Successfully coached to completion projects relating to Contact Reduction, Productivity Improvement, Process Capability Enhancement, Service Level and Customer Experience. Show less

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  QBE Insurance

  Oct 2015 - Aug 2019

  Operational Excellence Champion

  Responsible for establishing a corporate quality assurance system and team that promotes customer satisfaction and that positively impacts the financial performance by delivering efficiency gains. Champion continuous improvement efforts and defect reduction initiatives to establish an effective Quality Management System (QMS).• Implemented a robust Quality Methodology which effectively identifies root causes for poor quality and ensures strong governance of Continuous Improvement initiatives• YoY increase in Quality SLA Performance• Lead transformation of QA team to support process improvement – provided training on the application of Agile, Lean & Six Sigma• Collaborate with Business Partners to drive up take of Continuous Improvement Initiatives ensuring that we meet efficiency gain targets YoY Show less

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  24-7 Intouch

  Mar 2020 - Sept 2022

  Senior Director Of Operations
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  JPMorgan Chase & Co.

  Dec 2022 - now

  Vice President Customer Service