Kristopher Uy Email & Phone Number

Ncr - National Capital Region, Philippines

• Thoroughly and effectively promote and use the client systems for file creation and troubleshooting of customer issues.• Generate periodic analysis of the performance & determine the factors that contributed to its success/failure on a real-time perspective.• Designs and implements reports to establish patterns and trends of issues as they may arise.• Provides support and assistance for all Process Improvement initiatives for Operations.• Assigned to take regular calls at certain intervals as deemed necessary.• Ensures accuracy and reliability of product related information provided to agents by conducting weekly huddles and sending feedback to the clients on identified process gaps.• Identify possible trends that may need further analysis by the PIL for future training or refreshers.• Provide floor support and answer direct inquiries to offer final resolution to the call.• Other tasks may be assigned, based on the discretion of the Process Improvement Team, Management and Clients (e.g. SRS, PCCF, CRU, Escalations, PIR, Communicator, Updates, etc.)• Administers and exemplifies the Perfect Service characteristics in the call center. • Provides periodic error trending analysis and recommendation for re-training and immediate action plans.• Maintain competent product knowledge to effectively conduct analysis and review for client feedback.• Determine work procedures and expedite workflow.• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement.• Recommends corrective services within client limits to adjust customer complaints.

Ncr - National Capital Region, Philippines

Floor walk and Escalations:• Provides regular floor support to ensure accuracy of product related inquiries and quality.• Receives supervisor calls from agents. • Completes escalation tracker database for reports and trends daily, weekly and monthly.Process Improvement and Performance Management:• Conducts SBS or Remote Monitoring on a regular basis.• Provides feedback to agents on the observations from the SBS. As needed, escalates critical incidents to Operations.• Completes SBS monitoring tracker database for reports and trends daily, weekly and monthly.• Reports internal escalations and conducts coaching on product-related concerns.• Promptly responds to client emails while keeping the entire leadership team updated of all business-critical information.• Initiates to pursue greater knowledge through continuous research, analysis and creation/implementation of other job-enriching activities.Operational Support:• Actively assists in maintaining operational excellence on critical metrics such as service levels.• Promptly attend to calls and stay in auto-in to receive calls when AHOD is declared by Workforce and/or Operations.• Adheres to a pre-determined call schedule.Other Tasks:• Attends and participates on joint internal and external calibration sessions for Quality and ECHO.• Other tasks may be assigned, based on the discretion of the Process Improvement Leadership Team.• Administers and exemplifies the Perfect Service characteristics and Eden Values.

Ncr - National Capital Region, Philippines

• Process precertification, preauthorization and predetermination request coming from medical providers.• Dealing with calls in a highly professional manner.• How to act as the first point of telephone contact for a customer.• Handling complaints in a diplomatic way.• Accurately updating customer records with information given by the provider.• Responding to customers who have special communication needs, such as language difficulties or disabilities.• Answering any queries quickly and efficiently.• Quickly understanding a callers point of view and to empathize with them.• Able to respond and adapt to the needs of all customers.• Intake specialists work in the medical field to help direct people to the services they need. • Intake specialists are used in many different areas, such as hospitals, mental health facilities, crisis centers, nursing homes and more. • Intake specialists talk directly with patients and their families, determining their needs, their medical history, physical and mental state and special requirements. Understanding these needs helps the intake specialist determine what services the facility needs to provide and guides patients to the right areas.

Ncr - National Capital Region, Philippines

• Market automotive vehicles to fleet accounts and individual clients.• Became the MP of the month in June 2008.• Trained newly hired employees to the basics of selling skills.• Handled customer complaints and assured customer satisfaction.• Complied to the tasks given by the sales supervisor and sales manager.