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..

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.

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.