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Customer Care Manager

Imus, Cavite, Philippines
March 16, 2020

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Work Experience

Reporting Analysis Lead (Lead/Manager)

Flow Health Outsourcing Inc.

October 2019 – February 2020

Commended by the CEO for streamlining the process flow of 3 out of 5 departments by reducing the processing time by 80%.

Standardized the Annual Performance Evaluation process for the whole company.

Responsible for ensuring accurate, timely, and efficient reporting and input of data related to all core business functions to include: provider data, clinical data, member data, and other data types.

Ensure the timeliness and accuracy of internal and external report deliverable.

Manage scheduled and ad hoc reporting needs of the organization.

Execute and manage the completion of large reconciliation tasks.

Responsible for the quality and completeness of data in core systems by performing and overseeing the auditing of data.

Ensure consistency and optimal utilization of reporting, reporting processes, systems, performance metrics, data analysis, and overall operational functions.

Lead and execute complex data related analytical projects to drive business decisions.

Resource Management Specialist (SME/Lead)

CGI Philippines Inc.

April 2018 – October 2019

Awarded as CGI’s one of the top members of 2019.

Commended as a top performer under the Innovations team.

Was able to reduce 90% processing time of all of the team’s tasks through automation, process simplification and regular quality checks

Process lead to four Analysts on the team.

Works as a member of the Innovations team of the company and provides automation and innovation on current tasks within the business.

Point of contact (primary) of onshore clients for all team activities supported by the PHL Team.

Creates, maintains and updates workforce reports.

Participate actively in onshore meetings.

Drive innovation for all existing processes which includes, but not limited to, automation, service improvements and resolving process related issues.

Ensure that all training related documentation is maintained on the workspace (SharePoint) and PH project folders.

Maintains high quality output for the whole team which includes re-trainings, up trainings and regular quality check on team tasks.

Ensure fast turnaround of work and all queries are dealt with.

Provide high quality reports as requested by the clients.

Perform ad hoc projects for HR.

Delegate process related tasks (when needed).

Works as the team Subject Matter Expert (SME): primary contact for inquiries, requests and ad hoc concerns.

Track team attendance: hours, schedules, etc.

Assists new joiners: manage the New Joiner Integration Checklist, New Joiner Training Plan, process trainings, etc.

Administration of accesses: shared mailbox, Workspace (SharePoint), distribution lists, etc.

Inform Service Delivery Manager on amendments on team tasks.

Identify team strengths and weaknesses and primary point of contact of PH Lead Specialist.

Acts as a senior member and function as backup lead that is able to coach and mentor the members of the team.

Perform other duties as assigned by the clients and Service Delivery Manager.

Provide a quarterly MS Excel training for CGI PH members as an official MS Excel Trainer.

Part of the department’s Newsletter team.

Resource Analyst (L1)

CGI Philippines Inc.

February 2016 – April 2018

Manage the Resourcing mailbox on a daily basis.

Ensure fast turnaround of work and all queries are dealt with.

Ensure that all emails received in the Resourcing mailbox are handled within the shift either by processing the request, responding to the query, journaling the item if just for info, flagging the email for a member of the team to w, etc.

Ensure that member assignment data in the corporate resourcing application, PSA RM, is maintained for all members within all Bus are handled by the Germany WFM, which include but not limited to, assignment details and dates.

Manage Service Orders within PSA RM and Workspace (SharePoint)

Creates, maintains and updates reports and Procedure Documentations regularly.

Perform ad hoc projects for HR.

Provide high quality reports as requested by clients.

Able to participate in BMSS/CGI PH activities which includes, but not limited to, All Hands, BMSS GA, Team Building, and Annual Tour.

Perform other duties as assigned and/or delegated by the clients, Service Delivery Manager, Lead Specialist and Team Specialist.

Resolution Specialist (L2/SME)

CGI Philippines Inc.

October 2015 – February 2016

Consistently enhance customer and client experience through the highest service delivery of accuracy by meeting average to excellent quality and timeliness to agreed average turnaround time, reducing resolution time and adhering to process SLA.

Consistently meet and exceed average productivity transaction targets on a daily basis.

Communicate, interact and collaborate with functions (Care, Tech, Sales, and Fraud) via written, and verbal means as well as in person wherever applicable, to expedite the resolution of requests and or escalations.

Competently handle both simple and complex requests, products, systems and accounts with advanced knowledge of process and systems.

Analyze data and reports related to transactions.

Proficient and knowledgeable in managing complex requests and build better understanding of business, upstream and downstream processes.

Manage and resolve customer complaints. Identify and escalate priority issues to concerned departments.

Participate and assist in client calls and training sessions, when necessary.

Review and audit 100% of data exchange transactions.

Create, produce, scrub, audit and transmit client specific cases, accounts and other file specifications.

Serve as the primary owner of the operational data, ensuring its validity, integrity and accuracy.

Support the Quezon City site and cross functional teams with ad hoc day to day queries, specific data requests and general data analysis.

Define, retrieve and analyze large datasets using Excel and other technologies to drive and define operational solutions and approaches.

Display strong process and system knowledge to independently resolve difficult requests and escalations.

Compliance with the Company Quality and Information Security Policy and sub policies. Responsible for protecting information assets of the company, and company assets from unauthorized disclosure, breach or loss.

Translate complex data into information that can be easily consumed by leadership and or other support to assist in making business decisions.

Handles issue resolution to ensure department and customer needs are met.

Any assignment or project given by the Operations Management and Supervisor.

Customer Care Associate

CGI Philippines Inc.

May 2015 - October 2015

Handled inbound customer service support calls from established customers for a financial account in North America.

Provide consistent, superior service to every customer by utilizing all available tools and resources.

Maintain productivity at defined proficiency levels in compliance with department policy and procedure.

Demonstrate a desire and initiative to continue learning new and relevant product and technical information as products evolve.

Customer Care Representative Alta Resources Philippines Corp. October 2011 - April 2015

Accountable for business analysis and subject matter expertise in customer systems and programs, working closely with operations team, and driving continuous process improvement.

Prepare and maintain daily/weekly/monthly agent dashboard and scorecard. Ability to work independently, takes initiative, solve problem, handle multiple tasks and prioritize daily tasks.

Create and analyze daily/weekly/monthly Attendance and Adherence report of different Healthcare accounts in 3 sites (Manila, Wisconsin and California).

Works closely with operations management team to design best practices, and integrate business model into formal project initiatives.

Implement process and system changes when required.

Exposed in sourcing, final assessment and selection of external applicants for the Healthcare accounts.

Sends hiring status reports to Hiring Managers and Clients.

Assists in the onboarding process of new hires.

Plan, arrange and execute company activities quarterly for the PH site as part of the activities team.

Handled a healthcare program for North America as part of the RCM (Revenue Cycle Management)

Receiving calls from Authorized Sales Representatives to complete a consumer’s Health Insurance application form for analysis and determination of suitable healthcare plan for consumers.

Verifies eligibility of active health insurance for the consumer during hospital or clinic appointments.

Answers queries of applicants and authorized Sales Representatives.

Calls the Federal Health Insurance Marketplace.

Verifies consumer’s identity before providing health insurance.

Receives payments for the customer’s health insurance.

Took in supervisory calls.

Other duties assigned.

Communications Specialist APAC Customer Services Inc. February 2011 - October 2011

Properly communicates with different levels of the organization.

Worked as a Procurement, Budget and Finance officer for the whole program.

Primary responsible in driving the metrics of the whole program.

Responsible in creating advertisements for the whole program for the 3 sites, Alabang, Cubao and Leyte.

Provides the floor layout of the whole program.

Primary responsible in conceptualizing, organizing and execution of events for the whole program.

Responsible in rolling out company information.

Responsible in sending out hourly reports and updates.

Worked as an Admin Associate for the program when approving ingress of incentives and the procurement of the said.

Other ad hoc tasks assigned by the Directors.

Customer Service Representative

APAC Customer Services Inc. November 2010 – February 2011

Took in calls for North America under a Satellite Radio account.

Received Service, Technical Support, Billing, Sales, and Retention calls.

Took in Supervisory calls.


MS Excel (Advanced)

MS PowerPoint (Advanced)

MS Outlook (Advanced)

Oracle Reporting (Advanced)

Power BI (Basic)

Tableau (Basic)


Centro Escolar University

Bachelor of Science in Business Administration major in Management Graduation Year: 2009

Personal Information

Address: Block 17 Lot 6 Fairwoods Subdivision, BPS, Imus, Cavite 4103

Contact Phone: +63-919-***-****

Email Address:

Date of Birth: May 17, 1987

Gender: Male

Marital Status: Single

Contact this candidate