Marie Joyce Octavo Email & Phone Number

Henderson, Nv

Henderson, Nevada, United States

Philippines

• Monitored the volume of incoming calls and chats, use of activity codes, overall shrinkage, AHT variations, and real-time events that impact planned productivity hours to meet Service Level Agreements. • Created and optimized schedule shells, and allocated productive time based on interval-level staffing needs. • Tracked system issues and coordinated with stakeholders the impact on operational performance. • Conducted trend analysis of call volumes and business activities, then… Show more • Monitored the volume of incoming calls and chats, use of activity codes, overall shrinkage, AHT variations, and real-time events that impact planned productivity hours to meet Service Level Agreements. • Created and optimized schedule shells, and allocated productive time based on interval-level staffing needs. • Tracked system issues and coordinated with stakeholders the impact on operational performance. • Conducted trend analysis of call volumes and business activities, then recommended changes in the daily and long-term strategy. • Analyzed forecasted data and compared it to actual data daily to identify any areas of concern. Show less

Manila, National Capital Region, Philippines

• Audited calls and chats and recorded feedback to ensure the quality of service. • Provided feedback and coached customer service representatives for performance improvements. • Attended calibrations and worked with Operations and Training teams to improve the existing processes or create an efficient workflow.

Manila, National Capital Region, Philippines

• Provided personalized and proactive responses to customer queries via email, live chat, and phone. • Quoted customer plan coverage and limitations, and discussed prior authorization needs. • Reviewed disputed customer claims then coordinated with offices for reprocessing and/or correction. • Received and processed incoming orders along with order cancellations, product returns, or exchanges. • Ensured customer orders, claims and prior authorizations are processed in an… Show more • Provided personalized and proactive responses to customer queries via email, live chat, and phone. • Quoted customer plan coverage and limitations, and discussed prior authorization needs. • Reviewed disputed customer claims then coordinated with offices for reprocessing and/or correction. • Received and processed incoming orders along with order cancellations, product returns, or exchanges. • Ensured customer orders, claims and prior authorizations are processed in an efficient and timely manner. • Resolved website issues, troubleshot problems, and provided technical assistance to customers. • Provided information about the client’s special offerings and beneficial services. • Scheduled coaching and wellness programs that matched the customers' needs. Show less

Pasay, National Capital Region, Philippines

• Greeted passengers and checked their tickets and passports against the passenger list. • Asked security questions, allocated seats, and gave out boarding cards. • Checked passengers' baggage according to airline specifications and provided baggage labels. • Directed passengers through security and departures and gave flight information. • Dealt with issues from delayed, canceled, or missed flights and escorted people who require special assistance, including VIPs… Show more • Greeted passengers and checked their tickets and passports against the passenger list. • Asked security questions, allocated seats, and gave out boarding cards. • Checked passengers' baggage according to airline specifications and provided baggage labels. • Directed passengers through security and departures and gave flight information. • Dealt with issues from delayed, canceled, or missed flights and escorted people who require special assistance, including VIPs, unaccompanied minors and passengers with reduced mobility. • Assisted passengers in deplaning and collecting their luggage and made claims for lost luggage as needed. Show less