Experience

care.coach

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Health Advocate 3 - Human Resources

  • May 2019 - Nov 2023

  Los Angeles, California, United States - Championed a holistic support system for geriatric individuals, excelling in customer service and technology-driven solutions. - Expertly operated an Android app to empower geriatric care recipients through personalized coaching in self-care and independence. - Developed engaging PowerPoint presentations for effective communication with internal teams - Ensured meticulous data management, maintaining accurate records and tracking essential interactions. - Leveraged Excel formulas… Show more - Championed a holistic support system for geriatric individuals, excelling in customer service and technology-driven solutions. - Expertly operated an Android app to empower geriatric care recipients through personalized coaching in self-care and independence. - Developed engaging PowerPoint presentations for effective communication with internal teams - Ensured meticulous data management, maintaining accurate records and tracking essential interactions. - Leveraged Excel formulas for data analysis, enabling informed decision-making and insightful reporting. - Actively contributed to collaborative policy development to enhance service quality and impact. - Provided team leadership for six individuals, fostering seamless alignment for optimal service delivery. - Engaged in hiring processes, from staffing needs assessment to conducting interviews and facilitating onboarding. Show less



TELUS International Philippines

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Subject Matter Expert

  • Mar 2014 - Nov 2018

  Makati, National Capital Region, Philippines -Demonstrate exceptional customer service proficiency by handling 20-30 calls daily with a focus on exceeding expectations and fostering positive customer experiences. -Craft detailed and insightful logs documenting significant events and outcomes from each call, contributing to an informed record of interactions. -Collaborate actively in policy development initiatives, lending insights and perspectives to enhance service quality and operational efficiency. -Exhibit leadership… Show more -Demonstrate exceptional customer service proficiency by handling 20-30 calls daily with a focus on exceeding expectations and fostering positive customer experiences. -Craft detailed and insightful logs documenting significant events and outcomes from each call, contributing to an informed record of interactions. -Collaborate actively in policy development initiatives, lending insights and perspectives to enhance service quality and operational efficiency. -Exhibit leadership capabilities by providing comprehensive coaching and real-time guidance to team members during live interactions, spanning calls, chats, and emails. Deliver side-by-side support to elevate performance standards and ensure a sustained level of excellence in customer engagements. Show less



HARTE-HANKS DATA TECHOLOGIES, INC.

• United States
• Information Technology & Services

• Customer Service Representative

  • May 2011 - Jan 2014

  Taguig, National Capital Region, Philippines Effectively manage a high volume of customer inquiries via telephone, demonstrating exceptional skills in delivering comprehensive customer service, technical support, and proficiently addressing logistics and billing concerns. Utilize a solutions-oriented approach to ensure customer satisfaction while maintaining a strong focus on accuracy and efficiency.



kgb

• United States
• Information Services
• 500 - 600 Employee

• Active Directory Specialist

  • Jan 2008 - Jan 2011

  Makati, National Capital Region, Philippines Deliver a wide range of information services encompassing directory assistance, movie showtimes, train schedules, and general inquiries, akin to Google-like searches, through both phone and text channels. Offer swift and accurate responses, showcasing a keen ability to retrieve and relay pertinent information while catering to diverse customer needs.