Nelson Jr Virtucio
About Candidate
Experienced and skillful Inbound Customer Service Agent providing high quality service to callers, working address and meet all needs. Adept at following communication scripts to properly handle various needs in a poised and professional manner. Works to keep and increase customer satisfaction with every phone call. Understands the importance of delivering the mission of a brand with each and every action and interaction that takes place involving customers.
Location
Education
Work & Experience
• Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service Level Agreement (SLA) document. • Responsible for day-to-day operations. • Provides insight and puts into action the plans developing, implementing and documenting additional operational or process control measures to further improve team efficiency and productivity. • Manages the delivery timelines with the team and clients. • Maintains and ensures daily production output of team is updated in the Dashboard. • Works together with SME in creating training plan for newly on boarded team members and conducts weekly to monthly refresher courses. • Understands thoroughly the different methodologies utilized, databases, processes, and procedures to be able to clearly and effectively communicate to Clients the steps to be taken or have been taken to resolve concerns. • Proactively analyzes the process and provides recommendations on how to further improve and/or correct the current process. • Retrieve data and manage allocations for team members • Ensures all admin works are delivered and complied with.
• Take Inbound and Outbound Calls. • Enroll US Members with Heart Condition such as Heart Failure and Congestive Heart Failure and schedule them with a Registered Nurse that will call them and give them Heart Programs to better manage their Heart Health Condition.
