Cebu, Central Visayas, Philippines
I am an HR and Operations professional with nine years of experience in the BPO industry. My expertise spans recruitment, training, and employee engagement, complemented by supervisory leadership and administrative management. With a strong background in both people development and operations, I am committed to driving organizational success while supporting employee growth and well-being.
1. Client Relations Serve as a primary point of contact for clients, addressing inquiries, resolving issues, and maintaining positive relationships. Ensure client satisfaction through timely responses and proactive communication. 2. Administrative Tasks Perform various administrative duties, including scheduling appointments, managing correspondence, and organizing documents. Maintain accurate records and databases to support efficient operations. 3. Shared Services Collaborate with internal teams to support shared services functions, such as recruitment, facilities management, and IT support. Assist with coordinating service requests and resolving service-related issues. 4. Special Projects Participate in special projects as assigned, providing administrative support, conducting research, and assisting with project coordination. Contribute creative ideas and solutions to achieve project objectives.
Team Management: -Lead, mentor, and motivate a team agents handling multiple projects (Insurance, E-commerce, Back Office, Healthcare and Revenue Management) -Set clear goals and objectives for team members and monitor their performance. -Provide coaching and support to help team members develop their skills and achieve their targets. ---- Quality Assurance and Compliance: -Ensure that all policies and procedures are followed accurately and efficiently. -Conduct regular quality audits to identify areas for improvement and implement corrective actions as needed. -Stay up-to-date with industry regulations and ensure compliance with all relevant laws and guidelines. -Address any compliance issues promptly and implement measures to prevent reoccurrence. ---- Client Relations -Serve as a primary point of contact for clients, addressing their inquiries and concerns in a timely and professional manner. -Conduct regular meetings with clients to review their insurance needs and provide personalized recommendations. -Collaborate with team members to tailor solutions to meet each client's unique requirements. -Build and maintain strong relationships with clients to foster trust and loyalty.
The role involves managing a team of refunds specialists, providing guidance and support, and implementing strategies to enhance customer satisfaction while minimizing financial losses. Team Management: -Supervise and mentor a team of refunds specialists, providing training, coaching, and performance feedback. -Assign tasks and manage workload distribution to ensure efficient operation and timely resolution of customer inquiries. -Foster a supportive and collaborative work environment that promotes teamwork, accountability, and continuous improvement. ----- Refunds Processing: -Oversee the processing of customer refunds, ensuring accuracy, compliance with company policies, and adherence to regulatory requirements. -Review refund requests, investigate discrepancies or irregularities, and approve or deny refunds based on established criteria. -Monitor refund trends and identify opportunities to streamline processes, reduce errors, and improve efficiency. ----- Escalated Inquiries and Complaints: -Serve as a point of escalation for complex customer inquiries, complaints, or disputes related to refunds. -Investigate escalated cases thoroughly, gather relevant information, and work towards satisfactory resolutions. -Communicate with customers directly to address concerns, provide updates on the status of their inquiries, and ensure a positive resolution experience. ---- Quality Assurance and Compliance: -Conduct regular audits of refund transactions and documentation to ensure accuracy, completeness, and compliance with internal controls and regulatory requirements. -Implement quality assurance measures and performance metrics to monitor the effectiveness of refund processes and identify areas for improvement. ---- Collaboration and Communication: -Communicate with other departments, such as finance, and legal, to coordinate efforts and resolve complex refund issues.
Oversees the daily operations of the sales and ticketing department, ensuring smooth functioning and exceptional customer service. This role involves managing a team of sales and ticketing agents, providing guidance and support, and monitoring performance metrics to achieve departmental goals. Team Management -Supervise and mentor a team of sales and ticketing agents, providing training, coaching, and performance feedback. -Foster a positive work environment that promotes teamwork, motivation, and professional development. ----- Sales and Revenue Generation -Set sales targets and performance goals for the team, monitoring progress and implementing strategies to achieve or exceed targets. -Develop sales initiatives, promotions, and incentives to drive revenue growth and increase customer acquisition. -Analyze sales data and trends to identify opportunities for improvement and optimize sales strategies. ----- Customer Service -Handle escalated customer issues and complaints, resolving conflicts and finding satisfactory resolutions. -Implement customer service standards and best practices to enhance the overall customer experience. ----- Performance Monitoring and Reporting -Track key performance indicators (KPIs) such as sales targets, conversion rates, average transaction value, and customer satisfaction scores. -Generate regular reports and analytics to assess departmental performance and identify areas for improvement. -Present findings and recommendations to senior management, contributing to strategic decision-making and planning.
Inbound Ticketing Agent -Responsible for handling a high volume of incoming calls from customers seeking assistance with booking tickets and answering basic travel inquiries. -Providing exceptional customer service while efficiently processing ticket reservations and addressing customer concerns. -Assist customers in selecting appropriate travel options based on their preferences, budget, and scheduling requirements. -Process ticket reservations accurately and efficiently using the booking system or software provided -Meet or exceed productivity targets, including the number of calls handled per day and the average call duration. -Offer basic travel advice, recommendations, and information on destinations, travel regulations, visa requirements, and other relevant topics -Address customer inquiries, concerns, and complaints regarding ticket availability, pricing, itinerary changes, cancellations, and other travel-related matters.
Responsible for overseeing all aspects of student records, academic transcripts, course registration, and related administrative functions within the institution Student Records Management -Maintain accurate and up-to-date student records, including personal information, academic transcripts, grades, and enrollment status. -Oversee the collection, processing, and storage of student records in compliance with institutional policies and regulatory standards ------------------------------------ Academic Transcripts and Credentials -Manage the issuance of academic transcripts, diplomas, and other credentials to students and alumni. -Verify student enrollment and degree completion for external agencies, employers, and other stakeholders as needed. -Implement security measures to prevent unauthorized access or alteration of academic records. ---------------------------------- Customer Service and Communication -Serve as a primary point of contact for students, faculty, staff, and external stakeholders seeking assistance with registrar-related inquiries -Communicate effectively with stakeholders to provide timely and accurate information regarding academic policies, procedures, and requirements. -Resolve disputes, grievances, and complaints related to student records and registration with professionalism and sensitivity.