Skills
Accounting > Financial Accounting > Analysis
5-10 Years
Customer Support > Insurance
5-10 Years
Team Leadership
5-10 Years
Process improvement
5-10 Years
Workforce Planning
5-10 Years
Monitoring
5-10 Years
Operations
10+ Years
HRIS
5-10 Years
Audit
5-10 Years
- Customer Service
10+ Years
CRM Systems
5-10 Years
Case Management
10+ Years
Escalation Management
5-10 Years
Performance Management
5-10 Years
Human Resources > HR Management > Administrative Works > Operations Management
5-10 Years
Experience highlights
Team Lead
HelloConnect Philippines
·
January/2025
–
/
Monitored team workload, SLA performance, and coached team members. Conducted case reviews and provided feedback to improve processing accuracy and maintain efficient workflows.
Operations Manager
Conduent Philippines
·
January/2019
–
Present
Managed contact center operations across APAC, EMEA, NAM, UKI regions. Monitored KPIs, implemented improvement plans, coordinated with stakeholders, supported workforce planning, and ensured compliance.
Team Leader
Mercer Philippines
·
January/2019
–
Present
Monitored case management activities, workload distribution, and SLA compliance. Coordinated team schedules and used CRM systems to track issues and manage escalations.
Team Manager
Conduent Philippines
·
January/2015
–
Present
Managed transaction workflows and ensured accurate documentation. Handled escalations, conducted root cause analysis, and implemented actions to improve service quality and efficiency.
Customer Service Associate
Conduent Philippines
·
March/2009
–
Present
Supported U.S. health and welfare benefit programs. Verified insurance eligibility, processed inquiries, coordinated with providers, managed escalations, and maintained accurate case records.
