Manager II Customer Care

• Aug 2021 - Present

Accountable for Anthem branded Neighborhood Store Strategy and management of its employees in diversity markets. Drive community engagement and build exposure of the Storefronts to our community partners, members, and future members in the communities that our storefronts serve. Empower, develop and oversight of Walk-in Customer Service Representatives ensuring team growth and success. • Establish departmental policies and procedures. • Serves as mentor to lower leveled managers;… Show more Accountable for Anthem branded Neighborhood Store Strategy and management of its employees in diversity markets. Drive community engagement and build exposure of the Storefronts to our community partners, members, and future members in the communities that our storefronts serve. Empower, develop and oversight of Walk-in Customer Service Representatives ensuring team growth and success. • Establish departmental policies and procedures. • Serves as mentor to lower leveled managers; serves as subject matter expert for other areas of the company as well as within the department. • Accountability for deliverables of a third party or vendor; manages multiple functions requiring unique sets of knowledge or has significant fiscal accountability over and above routine people/equipment costs. • Develop and manage annual operating budget. • Audits to monitor efficiency and compliance with policies; prepares specialized reports. • Hire, train, coach, develop and evaluate performance of direct reports. • Lead/contribute to special projects consistent with the role and as dictated by the needs of the business. Show less Accountable for Anthem branded Neighborhood Store Strategy and management of its employees in diversity markets. Drive community engagement and build exposure of the Storefronts to our community partners, members, and future members in the communities that our storefronts serve. Empower, develop and oversight of Walk-in Customer Service Representatives ensuring team growth and success. • Establish departmental policies and procedures. • Serves as mentor to lower leveled managers;… Show more Accountable for Anthem branded Neighborhood Store Strategy and management of its employees in diversity markets. Drive community engagement and build exposure of the Storefronts to our community partners, members, and future members in the communities that our storefronts serve. Empower, develop and oversight of Walk-in Customer Service Representatives ensuring team growth and success. • Establish departmental policies and procedures. • Serves as mentor to lower leveled managers; serves as subject matter expert for other areas of the company as well as within the department. • Accountability for deliverables of a third party or vendor; manages multiple functions requiring unique sets of knowledge or has significant fiscal accountability over and above routine people/equipment costs. • Develop and manage annual operating budget. • Audits to monitor efficiency and compliance with policies; prepares specialized reports. • Hire, train, coach, develop and evaluate performance of direct reports. • Lead/contribute to special projects consistent with the role and as dictated by the needs of the business. Show less

Manager, Call Center Operations

• Dec 2018 - Apr 2021

I oversee the operations of the call center, including workforce management, systems and processes, ensuring compliance with established benchmarks and standards. Implement various initiatives for enhanced efficiency and performance. • Implement call center and interdepartmental initiatives to enhance operational efficiency and delivery of quality call center performance. • Formulate and develop strategies and render assistance in the implementation of all major operational… Show more I oversee the operations of the call center, including workforce management, systems and processes, ensuring compliance with established benchmarks and standards. Implement various initiatives for enhanced efficiency and performance. • Implement call center and interdepartmental initiatives to enhance operational efficiency and delivery of quality call center performance. • Formulate and develop strategies and render assistance in the implementation of all major operational projects. • Oversee the review, investigation and resolution of complex inquiries regarding member and provider services issues for multiple business units and products. • Manage performance reports and dashboards and work queues to exceed established turnaround times. • Identify process and infrastructure needs to support existing and new business initiatives. Show less I oversee the operations of the call center, including workforce management, systems and processes, ensuring compliance with established benchmarks and standards. Implement various initiatives for enhanced efficiency and performance. • Implement call center and interdepartmental initiatives to enhance operational efficiency and delivery of quality call center performance. • Formulate and develop strategies and render assistance in the implementation of all major operational… Show more I oversee the operations of the call center, including workforce management, systems and processes, ensuring compliance with established benchmarks and standards. Implement various initiatives for enhanced efficiency and performance. • Implement call center and interdepartmental initiatives to enhance operational efficiency and delivery of quality call center performance. • Formulate and develop strategies and render assistance in the implementation of all major operational projects. • Oversee the review, investigation and resolution of complex inquiries regarding member and provider services issues for multiple business units and products. • Manage performance reports and dashboards and work queues to exceed established turnaround times. • Identify process and infrastructure needs to support existing and new business initiatives. Show less

Senior Manager Operations

• May 2016 - Nov 2018

I worked at Sushi Joint Corp as a Senior Manager Operations, where I lead the execution of day-to-day operations by developing strategies and implementing initiatives. I identify areas of improvement and suggest appropriate course of action. I oversee purchased item records, inventories, sale tenders, and purchase contracts. My biggest achievement in this role is I successfully increased customer base by 20% through adopting and implementing strategies while improving operational… Show more I worked at Sushi Joint Corp as a Senior Manager Operations, where I lead the execution of day-to-day operations by developing strategies and implementing initiatives. I identify areas of improvement and suggest appropriate course of action. I oversee purchased item records, inventories, sale tenders, and purchase contracts. My biggest achievement in this role is I successfully increased customer base by 20% through adopting and implementing strategies while improving operational efficiencies by 12% past eight months. The following are highlights of the value I brought to Sushi Joint Corp: ☛ I evaluated business operations to improve current practices through implementation of process improvement initiatives by collaborating with management team. ☛ I coordinated and directed overall operations, including inventory management, recruitment, safety implementation, food preparation, health standards, and customer service management. ☛ I delivered operational insights and recommended professional and effective directions to enforce programs, designed to drive sales, profit, and traffic. ☛ I enhanced business revenues and strengthened customer base through development and implementation of marketing strategies, analysis of market trends, and identification of customer needs. ☛ I optimized profitability of the company by 10% over past six months through design and implementation of effective operations strategies. ☛ I managed and implemented lean methodologies to encourage cost savings and cost cutting measures. Show less I worked at Sushi Joint Corp as a Senior Manager Operations, where I lead the execution of day-to-day operations by developing strategies and implementing initiatives. I identify areas of improvement and suggest appropriate course of action. I oversee purchased item records, inventories, sale tenders, and purchase contracts. My biggest achievement in this role is I successfully increased customer base by 20% through adopting and implementing strategies while improving operational… Show more I worked at Sushi Joint Corp as a Senior Manager Operations, where I lead the execution of day-to-day operations by developing strategies and implementing initiatives. I identify areas of improvement and suggest appropriate course of action. I oversee purchased item records, inventories, sale tenders, and purchase contracts. My biggest achievement in this role is I successfully increased customer base by 20% through adopting and implementing strategies while improving operational efficiencies by 12% past eight months. The following are highlights of the value I brought to Sushi Joint Corp: ☛ I evaluated business operations to improve current practices through implementation of process improvement initiatives by collaborating with management team. ☛ I coordinated and directed overall operations, including inventory management, recruitment, safety implementation, food preparation, health standards, and customer service management. ☛ I delivered operational insights and recommended professional and effective directions to enforce programs, designed to drive sales, profit, and traffic. ☛ I enhanced business revenues and strengthened customer base through development and implementation of marketing strategies, analysis of market trends, and identification of customer needs. ☛ I optimized profitability of the company by 10% over past six months through design and implementation of effective operations strategies. ☛ I managed and implemented lean methodologies to encourage cost savings and cost cutting measures. Show less

Sr. Analyst, Vendor Management

• Aug 2011 - Apr 2016

To improve the quality standards and KPIs, I managed number of projects to implement initiatives while working as a a Senior Analyst – Vendor Management in Verizon Telecom. I managed two vendors with total of 400 – 500 FTE. I managed teams, assessed performance, and evaluated training needs by conducting weekly meetings with quality and training teams. I fostered lucrative working relationships with vendors and adhered to a subset of outsourcing by improving business process outsourcing… Show more To improve the quality standards and KPIs, I managed number of projects to implement initiatives while working as a a Senior Analyst – Vendor Management in Verizon Telecom. I managed two vendors with total of 400 – 500 FTE. I managed teams, assessed performance, and evaluated training needs by conducting weekly meetings with quality and training teams. I fostered lucrative working relationships with vendors and adhered to a subset of outsourcing by improving business process outsourcing engagement while managing two vendors onshore and offshore. I conducted frequent site visits too. It is worth noting that I improved key performance indicators by establishing KPI initiative “First Ticket Resolution” through project management to address and maintained FTR metric resulted in improvement MOM and leading other vendors. I executed project to implement KPI initiative “Net Promotor Score" (NPS), calibrating routine call and increasing random call observation resulted in improving NPS by 12% within six months. I managed vendor compliance as per SLA and SOW resulted in passing annual Verizon Security Audit Verification and Validation both physical and digital. The following are highlights of the value I brought to Verizon: ☛ I mitigated business risk, improved delivery of services by engaging cross-functional negotiations, and increased effectiveness by guiding and inspiring the engagement of team members. ☛ I ensured vendor compliance with key contract deliverables by reviewing evidence based on agreed schedule with IT management and vendors. ☛ I supervised the performance of onshore and offshore vendors and promoted a customer-centric culture to deliver maximum customer support and achieve quantifiable results. ☛ I verified approval on invoices and supported V&V teams to ensure the proper handling and safeguarding of confidential information related to customer and VZ.

Specialist; Call Center/Vendor Managmenent

• Sep 2008 - Jul 2011

Throughout my career as Specialist – Call Center / Vendor Management in Verizon International, I managed various offshore BPO vendors across the Philippines by driving performance. I developed and implemented improved procedures to streamline operations. I compiled and analyzed data and formulated reports. I managed multiple vendors with total of 600 – 1000 FTE. It is worth noting that I conducted frequent site visits, held technical discussion, and performed quality audits to assess… Show more Throughout my career as Specialist – Call Center / Vendor Management in Verizon International, I managed various offshore BPO vendors across the Philippines by driving performance. I developed and implemented improved procedures to streamline operations. I compiled and analyzed data and formulated reports. I managed multiple vendors with total of 600 – 1000 FTE. It is worth noting that I conducted frequent site visits, held technical discussion, and performed quality audits to assess vendor capabilities and ensure maximum adherence to policies and procedures. The following are highlights of the value I brought to Verizon International: ☛ I established and implemented KPI initiative “Net Promoter Score”, improving overall quality, customer experience, and language and cultural barriers with offshore vendors while reducing language related escalation with customer survey by 15% within six months. ☛ I collaborated with vendor operations manager to engage more efficiently and mentored managers in overcoming obstacles and delivering on commitments. ☛ I improved center performance, complied with agreed upon SLAs, and monitored KPIs to ensure the maximum attainment of customer satisfaction. ☛ I clarified goals and removed conflicts among team members to ensure long-lasting relationships and promote productive work environment. ☛ I served as a liaison between vendor operations, quality, and training teams and Verizon.

FSC Supervisor Network Operations

• Feb 2004 - Sep 2008

Contract Administrator

• Jun 1990 - Sep 2001