Experience

AAR Landing Gear Services Sdn. Bhd.

• Malaysia
• Airlines and Aviation
• 1 - 100 Employee

• Operations Manager

  • Mar 2016 - Present

  • Elevated the companies guest-satisfaction index from 86% to 92% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies. • Trained CSRs and managers in our struggling Regional and Commercial department and contributed to significant improvements in guest satisfaction and sales. • Decreased call transfer rate from 45-15% by implementing training and other initiatives. • Coordinated bi-weekly conference calls with program managers to discuss and identify possible trends that may impact call center service levels.



Weston Insurance

• United States
• Insurance
• 1 - 100 Employee

• Operations Specialist

  • Jan 2012 - Mar 2016

  • Advised current and potential customers on accounts/products to maximize new money and increase customer loyalty. • Increased company revenue by 25% with the help of my co workers after analyzing automatic renewal process and trends by making several suggestions which were implemented and assisted the company in meeting/exceeding monthly revenue goals. • Assisted in training new customer service employees and agents. • Handled escalated calls / support issues to guarantee customer satisfaction while maintaining standards and policies of both the team and the client. • Represented the company in multiple events statewide, last year and generated over $ 60,000 in profits. • Organized /conducted weekly staff meeting, discussed new projects, objectives, and career development strategies. • Accurately researched/investigated/resolved 40 insurance issues/complaints received per day. Consistently achieved internal quality assessment audits and KPM (key performance measurement). • Communicated with third party clients by phone, email and/or fax to ensure all proper documents are received.



Humana

• Brazil
• Professional Training and Coaching

• Operation specialist

  • Sep 2009 - Jan 2012

  Addressed customer concerns with speed, accuracy, patience and efficiency to minimize customer dissatisfaction while delivering high quality customer service standards to increase customer loyalty for Humana. Which resulted to a 82 on the Nets Promoter Score (NPS) back in July of 2016 out of 100. • Perform bookkeeping activities such as invoice preparations for payments and resolve invoice discrepancies. • Manage all front office activities to optimize facility workflows and patient management and provide comprehensive administrative support clinical and office management. This position includes appointment management, Patients insurance verification, collect payments, expediting calls to proper department, resolve customer issues, set up meetings, addressing incoming and outgoing calls, update patients demographics, educate patients on insurance benefits, calling to confirm appointments, scheduling transportation, taking messages, ordering office supplies and Last but not least. Train new and existing staff on new computer systems and facilitated communication between none Physicians. Recognized as the employee of the quarter for providing outstanding service to patients.