Contact

Information

Address: Abu Dhabi, UAE

Phone: ( +971-**-***-****

Email: adbzj3@r.postjobfree.com

Personal

History

I have been an operation

associate (Admin) for over 4 years

now with plenty of sales

experience and technical

knowledge to offer to the

position.

Handling offline and online endorsement tasks both Broker and Direct Channel

Handle different kind of issues in the DAMAN portal related to endorsement, uploading excel sheet, attaching relevant documents for requests completion and queries related to invoices and census list

Communicate with the Client/brokers through emails and reply to the emails accordingly

Perform outbound calls to Clients for follow-up applications and answers all incoming calls both from Broker and Direct channels and take actions accordingly

Responsible for achieving personal sales operations targets for endorsements and operations related tasks.

Implement and follow Sales Operations department specified policies and procedures.

Liaise with different departments for any relevant inquiries and issues as needed

Effectively communicate with all the stake holders, internal and external to achieve positive results.

Take ownership to solve customer issues timely and effectively with positive results

Attend continuous training programs related to products, system, policies and procedures etc.

Regularly report operational challenges, update and as necessary involve superiors for effective and timely resolution. Ensure quality and compliance while following the policies and procedures.

Build smooth interfaces with other departments like Enrollment, Quality and Distribution Team and smoothened the daily operations. Discuss work performance with the Team Leader and have a clear action plan for continuous improvement and a proper career plan. Support the Team Leader in carrying out initiatives, training the new joined staff, on-the phone training with the Client regarding the use of the DAMAN portal and carrying out other tasks required to ensure consistent performance of the team.

Project a professional company image and build positive customer oriented relationship with the customers- walk-in, large corporate and brokers.

Issuing certificates in member and policy level

Execute Sales Operations activities, ensuring compliance with quality standards and guidelines with high dedication, flexibility and commitment to meet and exceed target defined.

Personal Data

Date of Birth : August 8, 1988

Age : 31 years old

Nationality: Filipino

Marital Status : Single

Languages : English, Filipino

Gender : Male

Visa status : Tourist Visa

ROY T. CASAGDA

Operations Sales Associate

(Admin)/Customer Service

Career History

National Health Insurance Company – DAMAN, UAE November 2015 - December 2019

OPERATIONS ASSOCIATE (ADMIN) – BROKER

CHANNEL, SALES OPERATIONS

Education

Bachelor of Science in Psychology

Mindanao State University, Marawi

City Philippines (2005-2009)

Inbound and Outbound calls, forwarding calls to the appropriate department or individuals, conference calls per customer’s request.

Worked with StraightTalk Wireless (telecommunications company), and MS Windows

Provide customers with product and service information and process orders, forms and applications

Research required information using available resources and handle and resolve customer complaints & concerns. Identify and escalate priority issues and route contacts to appropriate resource

Coordinates with relevant departments or sections to enable the provision of timely and satisfactory response to customers.

Complete contacts logs and complies with the prescribed policies, operating procedures and quality standards to ensure optimum satisfaction of Customers.

Assisted in activating phone numbers, reactivation, changing of phone numbers, porting a phone number from a different carrier, phone upgrade, deactivation, technical assistance Pitch a sale in every call to every customer and Upsell Microsoft products

Follow standard procedure for processing payments online or over the phone ; assist customers in subscribing the service and MS products thru MS store online

Meet monthly target for sales, and number of satisfaction surveys per entitlement

Report and update sales by team (daily and monthly), attendance report

Continually gather customer’s feedback on how to improve the service through surveys

Promotes the use of latest technology implemented at Company to help customer. Provides step instructions, if necessary.

Attends to shift duties as assigned on order to ensure continuity in Contact Center service operations

Convergys Corporation Philippines, Cebu City June 2011 - April 2015

CUSTOMER SERVICE ASSOCIATE/SALES

ASSOCIATE

Skills

Good command of written and

spoken English, strong

communication and interpersonal

skills

Basic Analytical, execution,

problem solving decision making

skills

Respect and maintain

confidentiality

Strong attention to details, highly

organized computer literate

Ability to acquire and apply new

skill

Ability to analyze current

processes and make

recommendations for

improvement

Demonstrate drive to ensuring

results and quality of work

Team player, able to work in a

multi-cultural environment and

support teamwork and

knowledge sharing in order to

achieve goals and deliverable

Good level of customer service

orientation and professionalism in

all interactions

QUALIFICATIONS

Superior knowledge on Microsoft

Office/Open Office Applications (like

Microsoft Word, Excel, PowerPoint,

and Open Office writer).

Star of the months for Sales

Operations and Certified

Professional for Sales Operations

Awards: First Class Support

Engineers (Best in Quality Service),

Outstanding Performance in Quality

Service, Outstanding Excellence in

Quality Service recognitions. Ranking

was based on accuracy, customer

service, sales, duration of calls and

availability.

RECEPTIONIST/OFFICE CLERK

Philippine Prudential Life Insurance Co. Inc. May 2009 – April 2011

Welcoming and directly costumers

Answering and forwarding phone calls to appropriate individuals, department

Applies problem solving & decision making on office issues Handle office inventory

Scanning, photocopy and fax pertinent documents

Monitoring in and out of the employees

Accomplishes other tasks assigned from time to time

Contact this candidate