Patrick Marcelo Email & Phone Number

Makati, National Capital Region, Philippines

• Support operations in delivering healthcare service excellence to our customers who are beneficiaries of top HMOs in the country.• Directly or indirectly handle tough, complex customer issues by analyzing said problems to come up with solutions effective in addressing customer complaints.• Build operational and customer service procedures, strategies, and standards. Continuously revise and improve the workflows to optimize budgets, workforce as well as maximize customer satisfaction.• Redesign and integrate support tools such as Jira, CRM, and SMS software.• Work with other departments to implement operations processes that impact customer experience.• Work with Business Development team to provide workflow optimized for individual partner HMOs and clinics.

Makati, National Capital Region, Philippines

- Handle day-to-day operational issues and ensure issues are resolved in a proper and timely manner.- Resolve customers’ technical issues and provide feedback and analysis.- Responsible for monitoring customers’ payment status.- Work with courier riders/external delivery partners to ensure a smooth fulfillment process with excellent customer satisfaction.- Identify process gaps within the department and drive improvement.- Prepare utilization reports and data analysis on a monthly basis.

Philippines

• Supervise the daily online onboarding operations of Luzon, Visayas, and Mindanao; and ensures concerns are being resolved promptly. • Resolve applicant’s technical concern and provide proper feedback and result.• Ensures all registered Driver Partners are paid properly and timely.• Manage internal courier riders and allocate task/trips for internal processes fulfillment.• Identify errors, bugs and process weakness and lead the escalation and process improvement.• Prepare reports of onboarding weekly and interpret data trends to present to the COO.• Led a team of coordinators to facilitate the onboarding both on site and online.

Ncr - National Capital Region, Philippines

• Launch the company's first local expansion in Pampanga; Worked in close liaison with Clark Freeport Zone authorities for ease of doing business.• Provide continuous supply of Driver Partners over multiple service areas and varying product category.• Sourced suppliers for customer’s logistics equipment that resulted in 10% savings compared to existing suppliers while maintaining quality of goods• Formulated pricing for company’s local services, strategically competitive with other providers• Communicate with local trucking service providers for incoming product launch.• Handled key accounts which resulted to an average of 20% KPI increase in fulfillment.

Ncr - National Capital Region, Philippines

- Responsible in assisting the training and on-boarding process of Driver Partners.- Helps formulate recruitment ads to target specific demographics.