William Angelo Bayan Email & Phone Number

Quezon City, Ncr, Ph

National Capital Region, Philippines

1. Performance management supporting multiple teams and functions2. Day to day performance monitoring on team's KPIs (quality, productivity, utilization, and attendance)3. Creating and updating (as necessary) monthly scorecard parameters to establish high-performance based on SMART goals4. Performance evaluation identifying appropriate ratings based on employee's numbers, contributions, behavior, and ranking5. Department head for the People Pillar priority which is responsible for people development, team engagement activities and R&R6. Process manuals/procedures review & update identifying process gaps7. Facilitation of monthly business reviews, presenting data pertaining to LOB performance to business owners8. Leading regular client meetings to discuss business updates & opportunities9. Participated in capacity planning meetings for the LOB

National Capital Region, Philippines

1. Managed a team of one team leader, ten LSS level 2s and three LSS level 3s2. Coached team members on performance and behavior on a bi-monthly basis or as necessary3. Provided updates to the team on every facet of the enterprise including but not limited to procedure, internal leadership team, HR, payroll etc.4. Handled escalations, provides feedback on errors incurred by team members on a timely manner to avoid further recurrence5. Created and updated MTD and YTD team stats report, forming a narrative based on the numbers being shown on said report and send it out to the leadership team, business owners and department head/vice president6. Weekly touch base with stateside business partners on team performance and statistics7. Partnered with L&D and the rest of the leadership team for team member engagement activities and career development and growth8. Department head for Delivery Excellence, spearheading projects focused on process improvement

National Capital Region, Philippines

1. Touched base with department director and VP via phone, chat and/or email for any and all team and system related updates and/or issue2. Created tickets based on issues, enhancement opportunities and system stories relevant to the application3. Facilitated team huddles at the behest of or unavailability of the team leader4. Assisted in the creation and consolidation of reports on the team's productivity, data analysis and dashboard5. Took adhoc back-end tasks as required by US counterparts6. Provided coaching to underperforming team members aimed towards performance improvement

National Capital Region, Philippines

1. Generated periodic reports and formatting the output based on client specification or requirements2. Responsible for audit functions within the department with compliance to the Company Quality and Information Security Policy and sub-policies3. Processing of participant incentive documentation, encoding and maintaining data required for tracking and monitoring incentive-eligible awardees for the client’s HMS incentive programs4. Responding to tickets, emails and calls to resolve queries and issues raised by the client and their sub-clients in a timely manner5. Providing back up support for managing medical claims analysis, reporting and presentations (Health Management Services Reporting) of the client based on client requirements and schedule6. Demonstrating resourcefulness in developing alternative solutions and meeting deadlines in a service environment that adheres to SLAs, the client’s requirements, and accuracy standards 7. Assisting Team Leader in tracking client deliverables; working with team as necessary to complete deliverables and ensures adherence to data privacy and transmission of security protocols

National Capital Region, Philippines

1. Reviewing complaints received from customer through the “Decision Making Tool” & “Call Development Tool”2. Judgment based decision making, assessing cases on their individual merits rather than simply following decision trees3. Strong verbal communication skills as associate needs to contact policyholders to develop cases with incomplete information & deal with regulator and ombudsman office4. Case investigation, decision-making letter writing and redress5. Write free-form letters / free-form selections into letter templates

National Capital Region, Philippines

1. Reviewing documents received from customer through the “Pinnacle”2. Be able to spot the dates, figures and signatures in the document relevant to the process review3. Write free-form notations into the system to notify the downstream department of the evaluation

National Capital Region, Philippines

- Validation and entry of dates relevant to the investigation

National Capital Region, Philippines

1. An origination process, validation and entry of customer’s key information are the main functions of an associate2. Reviewing of documents to check for figures and authenticity of the document3. Promoted to Data Validation/audit