Operations Team Lead

David, Ruth Scheenee Bauza

091******** ********.****@*****.*** 32 years old Navotas City

Experience 7 years

Education Manila Doctors College

Bachelor of Science Degree in Nursing (2009)

Nationality Filipino

Experience

February 15, 2016 up to Present Resolutions ll Case Manager Subject Matter Expert Team Lead Airbnb Customer Experience Specialist / Booking and Accommodations / Account Management TDCX (formerly Teledirect Telecommerce Philippines) Pasig City

● Handles reservations, pre-booking and post-booking inquiries

● Communicates with hosts and guests regarding reservations

● Assists in Cancellation of reservations as per user's request

● Assists hosts on how to manage their properties listed in Airbnb

● Assists other Crewbies in resolving inquiries of users

● Oversees SMEs for the APAC region with timekeeping, schedule and work division

● Provides feedback to the client with workflows that needs update

● Coordinates with other departments within Airbnb to resolve issues of the user (Payments, Claims and Whiteglove)

● Oversees a team of Resolutions ll case managers

● Handles escalations from different different service regions for APAC and EMEA

● Identifies agent opportunities that affect the performance and agree on an action plan through effective Coaching

● Listens to call recordings and reviews them according to the client's quality standards

● Manages team members in the day-to-day performance of work, provide leadership and coaching

● Performs transaction monitoring to ensure client's service quality is consistently achieved in accordance to service level standards set

● Coordinates and distributes work, monitors workloads and backlogs and makes necessary adjustments

● Identifies areas of improvement and to be able to introduce new structures and improve processes as required

● Fosters team discipline, communication and morale to strengthen teamwork within the team

● Constantly updates and reinforces the team on existing products, services and operational procedures

● Ensures that team members are fully briefed on new information within agreed time frame in order to effectively conduct their role

● Take customer calls not limited to escalations to ensure continuous familiarity with basic operations and queries

● Helps team members achieve the career goals they have set at the start of the year Sept 2014 to Jan 2015 Healthcare Account - Seasonal Account Blue Cross Blue Shield Open enrollment

Alta Resources Pasig City

● Verify Healthcare accounts before transferring to Sales team

● Ensures data on file and account holder's information are updated

● Makes outbound calls to customers to verify information on our database and offer applicable plans for them based on their needs

● Receives inbound calls from user within the network for upgrades with their health insurance

● Offers upgrades with to their current plan with discounts and better plan coverage March 2012 to October 2013 Calls and Email Correspondent Aetna Genpact Services LLC Quezon City

● Handles Calls and Email inquiries regarding benefits and claims

● Assists customers in providing approval for procedures within the scope of their coverage plans

● Provides names of doctors, and addresses of clinics that can cater to their medical needs

● Assists users in understanding the type of coverage plans they availed thru Aetna November 2010 to August 2011 Customer Service Representative Blue Cross of California APAC Customer Services Quezon City

● Provides users of their coverage plan information

● Assists with approval of medical procedures that are covered under their healthcare policies

● Assists users in filling for claims of medical procedure costs

● Provide names and addresses of doctors/clinics that can cater to their medical needs November 2009 to August 2010 Directory Assistance

Vodafone Stellar Global Solutions Quezon City

● Provides phone numbers and addresses of establishments in Australia Skills

Advanced Call Center Agent / Lead

Computer Literate, knowledgable in the following applications

● Microsoft (Word, Excel, Powerpoint)

● Google (Docs, Forms, Sheets, Slides)

● ESS (Jeonsoft timekeeping)

● NICE (WFM and Quality)

● Speechminer (Call Listening)

● FLASH (HR and employee record tool)

● Medallia (Net Promoter Survey Tool)

Languages

Proficiency level: 0 - Poor, 10 – Excellent

Spoken Written

English 9 9

Filipino 10 10

Additional Info

Qualifications

● Typing speed of 50-60 wpm

● Willing to work with different shifts including night, weekend schedules and overtime

● Substantial experience and outstanding skills in customer experience.

● Accustomed to working in a fast paced environment with the ability to think quickly and successfully handled difficult clients.

● Excellent interpersonal skills, work well with others.

● Demonstrates strong active listening skills & probing; able to display solution-focused approach & “can-do-attitude”

● Able to utilize tools and resources appropriately to efficiently resolve customer inquiries

● Strong problem solving and decision-making skills

● Organized and detail-oriented with the capability to multi-task and work efficiently Character Reference

Can be provided upon request

Contact this candidate