Jonathan Viola Email & Phone Number

Valenzuela, Ncr, Ph

Taguig, National Capital Region, Philippines

Mandaluyong, National Capital Region, Philippines

Responsible in leading a team of ~400 FTEs processing claims to exceed SLAs and achieve other desired KPIs for one of US’ leading Health Insurance company.Successfully led teams to exceed production targets month on month resulting to a total additional revenue of ~$1M for TBP functions, and 40% growth for FTE based functions.Effectively directed efforts to improve RCA and action planning process across critical frontline functions resulting to >50% reduction in quality errors.Spearheaded actions to reduce LPI (late payment interest) coming from frontline Claims, resulting to a reduction of ~$2.5M in unnecessary costs for the client from 2021 to 2023.Led several engagement activities focused on career mentoring and leadership development for the entire project which contributed to the reduction of attrition from 27% annualized in FY22 to 14% in FY23.

Makati, National Capital Region, Philippines

Responsible in leading the company’s Customer Service Team in providing first class service to its customers through all non-physical contact channels – traditional (phone, email, chat), and digital (online portal).In-charge of directing support teams and processes (Outbound Contact, Service Fulfillment, Complaints) which all contribute to the high level of service provided to customers.Successfully implemented various processes and initiatives to drive and exceed desired outcomes, including but not limited to NPS, Quality, Productivity, Efficiency, and Cost.

Successfully led and transformed the company’s contact channels (phone and email) to surpass SLAs and become one of the industry leaders in providing fast and reliable service.Established foundational processes to strengthen the function’s core – including but not limited to training, quality, workforce, and performance management.

Led multiple teams of various functions (voice, non-voice) and processes (intake, pre-authorization, claims processing and reconciliation) to perform and exceed SLAs for top Health Insurance companies in the US.

Led an inbound call center team perform and exceed SLAs for pre-authorization services for a major Health Insurance company in the US.

Provided support in terms of reports and analytics for the Customer Service Team of JP Morgan Chase’s Mortgage Department

Managed multiple voice teams performing inbound Customer Service for JP Morgan Chase’s Mortgage Department

Provided floor support and handled complaints and escalations for multiple voice teams for the Customer Service Team of JP Morgan Chase’s Mortgage Department

Handled inbound Customer Service calls for the Customer Service Team of JP Morgan Chase’s Mortgage Department

Handled inbound Customer Service calls for the Customer Service Team of JP Morgan Chase’s Mortgage Department