Ivan Jude Email & Phone Number

Philippines

• Managing the operations, Emails, paper works,Planning, scheduling meetings, taking minutes,monitoring performance and reportingorganizational tasks.• Leading and motivating team members to reachtheir daily goal targets.• Managing performance.• Offer direction and guidance to working groupswith the purpose of attaining various goals.• Provided statistical and performance feedbackand coaching, and administering performancereviews for skill improvement

Muntinlupa City, National Capital Region, Philippines

• Ensuring customer service is one of the highestpossible standards and product standards arealways achieved• Audits to monitor efficiency and compliance withpolicies; prepares specialized reports.• Managing, supporting and coaching a team ofCustomer Service agents.• Conducting additional tasks relevant to theposition as required by the business.• Responsible for the day-to-day supervision of agroup of agents including work and attendancemonitoring.

Makati, National Capital Region, Philippines

• Oversee team performance through QAmonitoring, coaching, and feedback as well asdelegation of tasks as necessary to achievegoals.• Supervise the Team’s overall attendance andbehavior.• Mange workforce to meet the productivity targets.• Submit reports to the client and acts as theirprimary point-of-contact.• Determine and recommend areas forimprovement of the account’s productinformation, procedures or policies.

Quezon City, National Capital Region, Philippines

• Handling patients, referral sources, andadministrative department inquires.• Ensuring customer satisfaction and assistingthem with issues/concerns related to theirhealthcare benefits.• Developing the knowledge of customer needsand trends to improve customer satisfaction andloyalty.• Assisting patient’s annual renewal policy andcoverage.• Handling annual and monthly payments onpatient’s health, dental and life insurance.

Quezon City, National Capital Region, Philippines

• Attending calibration sessions with the Qualityteam on defining ”Ultimate Customer Experience”& how to operationalize it effectively to ensurethe advisors get the same message &understand how to deliver it.• Monitoring chats / Emails to identify trends inadvisors' knowledge, behaviors & to provide realtime intervention on the chats to improvecustomer experience.• Reviewing NPS & Exit Survey performance andcustomer feedback to gather insights on NotResolved & detractor Chats & to providefeedback to relevant advisors to improvecustomer experience.• Analyzing trends in advisor’s performance andvariance to target and providing regular feedback& coaching to improve KPI related metrics.• Conducting regular coaching conversations withAdvisors on performance scorecard (inputs fromquality evaluations, NPS, Exit Surveys and TLevaluation) to enhance customer experience.

Quezon City, National Capital Region, Philippines

• Identify performance gaps and prepare action plansfor effective coaching and performance improvementduring one on one feedback.• Monitor and assess employees to drive performanceimprovement plans• Demonstrate a desire to help Customer CareProfessionals by building effective workingrelationships, driving individual responsibility, andaccountability, and contributing to the site’ssuccessful performance.• Plan and conduct team meetings that shareinformation, calibrate knowledge and performance,and motivate agents to learn and excel.• Ensures company brand materials and physicalworking spaces meet and exceed companypresentation standards.

Quezon City, National Capital Region, Philippines

• Attracts potential customers by answering productand service questions; suggesting information aboutother products and services.• Resolves product or service problems by clarifyingthe customer's complaint; determining the cause ofthe problem; selecting and explaining the bestsolution to solve the problem; expediting correction oradjustment; following up to ensure resolution.• Recommends potential products or services tomanagement by collecting customer information andanalyzing customer needs and maintains customerrecords by updating account information.• Contributes to team effort by accomplishing relatedresults as needed.

Quezon City, National Capital Region, Philippines

• Lead, direct and motivate sales team to achieve andsurpass predefined sales goals.• Implement and develop sales strategies expandingsales opportunities with existing and new customers.• Analyze individual statistics; prepare and delivercoaching; identify daily, weekly and monthly goals foragent level and site level.• Initiate new idea’s to insure optimal service levels;handled escalated matters; consistently improvequality score.• Worked directly with manager on career path andcoaching techniques.

Quezon City, National Capital Region, Philippines

• Answering incoming customer calls regarding billingissues, product problems, service questions, andgeneral client concerns.• Responsible for maintaining a high level ofprofessionalism with clients and working to establisha positive rapport with every caller.• Update customer information in the customer servicedatabase during and after each call.• Work with the management team to stay updated onproduct knowledge and be informed of any changesin company policies.