Airam Eric Del Villar Email & Phone Number

Quezon City, National Capital Region, Philippines

Specialization: Banking/Financial Services- Ensure day-to-day operations of the line of business.- Formulate alternate solutions in situations where processes break.- Developed and implemented new operational processes and structures to improve efficiency and mitigate audit risks.- Established key performance indicators and implemented metrics to accurately track performance.- Developed and implemented strategies to cultivate a safe work environment.- Trained and mentored subordinate staff on operational policies and procedures.

Marikina, National Capital Region, Philippines

Line of Business: Financial Services- Developed and implemented operational strategies and procedures for optimizing efficiency.- Successfully trained and supervised staff to ensure consistent job performance.- Increased customer satisfaction by 25% through process improvements and better communications.- Decreased operational costs by streamlining processes and procedures.- Developed and maintained positive relationships with clients and other stakeholders.

Marikina, National Capital Region, Philippines

Line of Business: Telecommunications & Financial Services- Developed operational strategies to ensure team success.- Coached team members on reaching company policies and goals.- Advised on employee performance and implemented corrective actions when needed.- Managed and coordinated team project timelines.- Collaborated with other department managers to implement standardized processes.

Marikina, National Capital Region, Philippines

Line of Business: Telecommunications- Developed new workplace quality assurance processes to improve team performance.- Researched, identified and documented areas for improvement within the workplace quality framework.- Identify call process opportunities and coach staff on action plans.- Monitored progress and implemented corrective action plans with supervisors to address quality assurance performance gaps of staff.

Marikina, National Capital Region, Philippines

Email Agent - MSN-Cashback:- Assist customers with their issues regarding cashback.- Determine if a purchase is eligible for cashback or not.- Communicates with clients via email program.CSR/TSR - Cricket Wireless:- Basic customer service and technical assistance for a Network Provider account in the USA.- Includes billing, account maintenance, phone troubleshooting.Corporate Escalations Agent - Cricket Wireless:- Answered customers calling the main HQ line.- Large scope of support including: fraud, billing, account maintenance, troubleshooting, field complaints, legal, payment disputes.- Coordinate with US area managers for quick turnaround time of resolution.- Maintained customer records using customer management software.- Communicate with clients and stakeholders on highly escalated concerns.