* Manages team of Insurance Claims Veterinary Assessors and CST Agents• Manages schedules, and managing day-to-day work tasks of the entire department, making sure that all received claims for the day have been properly allocated and processed. • Conducts post shift meetings for previous end day results to team. • Ensure all metrics are met for team level and agent level.• Conducts weekly/monthly goal setting plans for each team member. • Provides developmental plans for each members to promote growth and retention within the company.• Performs monitoring and evaluation of tasks to ensure quality of work is maintained.• Touch base coaching/informal coaching• Assist on program optimization in terms of process creation and process improvements.• Conducts analysis on performance output and provides solutions for improvement, adding value to the service. • Handle engagement activities for team and department, to promote work-life balance. • Provides support to the department in all possible levels, such as work force, payroll, HR related concerns, and operational leadership when department head is not around. • Assist in pipeline analysis and projection of workload of required manpower. • Assists in the MBR and QBR data construction and presentation. • Conducts interview in reference to sourcing new candidates for future hires. • Assist in cost analysis and savings planning of the account. • Helps conduct root cause analysis, create solution, and spearhead action plan for any account concerns.• Created, standardize, and developed the account scorecard for all levels, and automated trackers needed for monthly, quarterly, and annual reports.• Automated, developed, and created process for online leave application, and online attendance notification.• Created and manages the online portal for the account and updates its contents.• Worked on SLA reevaluation project that balances out the computation of contact targets. (Green Belt Project)

• Account POC for Several Accounts• Provide day-to-day operational support to all departments and clients• Report to the Operations Manager and Head of Operations.• Create, Disseminate and implement information like updates on policies and company events.• Project launch POC for incoming accounts• Providing the first line of support to clients and staff• Implement and monitor KPIs set by the client or MicroSourcing.• Monitor the team’s performance.• Implement policies, deadlines, and standards set by each clients.• Handle complaints and queries from client staff and clients up to legal concerns• Create, maintain, and administer schedules for outsourced staff, in coordination with the client.• Prepare and maintain statistical reports used in management decision-making - particularly attendance reports and trends, schedule adherence, and other reports that may be useful in operations planning and management.• Develop reports/processes that increase the ability of the offshore project to effectively and accurately plan acceptable performance results.• Coordinate with the other departments regarding the clients/staff’s requests, queries, etc• Facilitate meetings including weekly, monthly and quarterly meeting with the clients.• Ensuring requests and requirements are provided within the agreed TAT or a reasonable timeframe• Escalate if requests or requirements will not be met as agreed• Update the client/staff regarding the status of their requests, requirements, etc• Assists other departments in understanding client requirements by providing insight and guidelines• Costing and billings POC including payroll for staff, charges and official invoice for client and other financial needs of both staff and clients• P&L reports for management and clients• Account documentation and profiling• Handles account documentation and conducts business reviews for all account handled• Conduct interview sessions• Attrition management

To Lead and make sure to improve profit and decrease losses in terms of revenue In charge to monitor and supervise Team Leads, communicate performance expectations, accountabilityHandles engagement activities and liaise with HR for company wide eventCreate, develop and standardized reports and templates in an accountCreate strategic, tactical plan for programTo plan, develop, and implement goals of the accountCoordinates with counterparts in other sites to ensure that process requirements are metProvide analysis of department's reports and give recommendations to ManagementDeliberates, approves and provides sanctions when neededCreates Recognition Program for KPIs of the program.Conducts skip level meetings and triad sessions to ensure that departmental processes and policies are aligned at all levels in the accountMeets with Operations leads weekly to discuss the Operations updatesBi monthly client updateAttends all meetings including MRM and QBR for the accountPlans for Manpower requirements and conducts reviews of Manpower alignmentConduct interview sessionsPlans and carries out motivational activities for the departmentCreate schedule on a weekly basis for whole programGenerates schedule for training and refresher coursesHandles TQ for nesting and make sure that nesters improves in the least amount of timeManages attrition and attrition reports including EWS and disciplinary logsCreates projections on headcount and ratio for officersCreate reports for stack ranking for the account including computation for incentive programManages payroll and payroll issuesHandles the floor plan and make sure that all systems are running smoothly and all records of vmware sessions including IT related issuesCreated and standardize coaching process for programConducts developmental training sessionConducts calibration sessionsSWOT analysis for direct reportsPerformance appraisals for all direct reports

Key Responsibilities: • To coach and motivate agents, to develop agents to be the best customer care representatives.• Manages break schedules to ensure daily interval requirements are met• Conducts post shift meetings for end day results to team• Ensure all metrics are met for team level and agent level• Conducts weekly goal setting plans for team• Performs side by side or remote monitoring to ensure quality of work• Touch base coaching/informal coaching• Assist on program requirements (ramping)Achievement:• Recognized to have handled the best team upon start of the account• Immediately transitioned to higher post due to good performance (interim)• Zero attrition as a supervisor (from start to end)

To Protect the assets of both company and patrons by any means necessary

Key Responsibilities: • To coach and motivate agents, to develop agents to be the best customer care representatives.Achievements:• Part of top management team in the company• Zero attrition for 18 straight months• Candidate for next level promotion

• Provide excellent Customer Service and make sure to meet company’s requirements and standard every month.