Team leader customer service

Sherilyn Tan-Servania

Blk ** Lot ** Ph* Cedar Village

Carmona Estates, Lantic Carmona Cavite

Date of Birth: January 2, 1982

Mobile Number: 091*-*******

E-mail Address: *******@*****.***

WORK EXPERIENCE:

American International Group Shared Services Business Processing Inc. (AIGSS –BPI)

Madrigal Business Park, Alabang Muntinlupa City

Position: Team Leader

Tenure: April 2012 - present

Handled a CCIC Medical Provider Team:

Consists of 8 members

Drives the team to meet their AHT and Quality Targets and provides feedback through regular coaching.

Manage individual’s adherence to the company’s attendance policy.

Handled a CCIC Injured Worker Team:

Consists of 8 members,

Help the team to hit the required KPIs

Bi-weekly Coaching

Attend meetings with counter parts to discuss Staffing, Quality Calibration and Alignment Meetings.

Assist with Workforce Management on schedule/leave for both teams.

Assist Workforce Management – Real Time Monitoring

Chartis Technology & Operations Management Corp (CTOM)

Madrigal Business Park, Alabang Muntinlupa City

Position: Subject Matter Expert (SME)

Tenure: May 01, 2010 – April 01, 2012

Job Description:

As part of the Junior Management team, I provide assistance to operations and responsible for some administrative work:

Do Quality Review and Coaching.

Manage call volume/queue (Workforce).

Resolve and monitor escalated/supervisor call.

I’ve also had the opportunity to work with the training and development department and perform the following tasks:

Buddy ups/Assisted calls with new hires

Assist new hires during their incubation period.

Conduct process training /refresher training

Produce manuals for process updates with Power Point presentation for the refresher.

I serve as an SME for three different splits for CCIC: CCIC – WC (Worker’s Compensation) CCIC – IWC (Injured Worker) and CCIC – AOC (All Other Call Types).

Position: Customer Contact Information Center (CCIC) Representative

Tenure: July 23, 2007 – May 01, 2010

I served as an agent for an inbound account that caters to US medical providers and assist them with inquiries on Worker’s Compensation such as Bill status, claim information and bill processing.

I was assigned as one of the Document Controllers for CCIC’s Quality Management System. I keep track of any updates on the documents to identify the updated and valid documents to be used by the group/company.

In addition, I’m also a part of the CS Made Committee. It’s an award giving body who gives recognition to employees who meets a set of matrix.

Seminars Attended:

Caring for Customers – Stellar Service Programs at the Deliver Level (December 18, 2008)

Intercontinental Hotels Group (IHG)

Makati City

Position: 1800-Meeting Representative

Tenure: May 01, 2006 – July 23, 2007

Job Description:

We provide options to clients who are interested in booking more than 10 rooms with any hotel within IHG umbrella. We also provide E-mail support for our internet users. Aside from doing reservations, we were tasked to hit individual and group sales targets.

Trainings and Seminars Attended:

TITLE

Date

Increasing Personal Productivity

08-Dec-14

OPC (Workforce Management)

13-Oct-14

Employee Retention and Engagement Workshop

07-May-14

Advanced Coaching

24-Apr-14

DISC

13-Dec-13

Mod 4: LEADERS RECOGNIZING Others for Stellar Service

04-Dec-13

Mod 3: LEADERS GIVING Constructive Feedback

25-Sep-13

Managing Performance Problems

24-Sep-13

Influential Leadership

27-Aug-13

Anti-Money Laundering

26-Aug-13

HIPAA

12-Aug-13

Mod 2: LEADERS DEVELOPING Others for Stellar Service

24-Jul-13

Leading Change

11-Jul-13

Coaching for Success and Improvement (Coaching for Peak Performance)

07-Jun-13

Communicating for Leadership Succes / Essentials of Leadership / IM Essentials

26-Apr-13

STAFF VERSION Reaching for Stellar Service

18-Apr-13

Philippine Labor Law

12-Apr-13

Educational Background:

Tertiary: Lyceum of the Philippines University

Manila City Philippines

Bachelor of Arts, Major in Legal Studies

SY: 2001 -2004

High School: Immaculada Conception Colleges

Molino Bacoor, Cavite

SY: 1995 - 1999

Reference: Available Upon Request

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