Customer Care Back Office

Solitaire C. Sanchez

Mobile: +63-917*******

Landline: 86559289

Email: ********************@*****.*** / ***************@*****.***

Service-oriented Segment Lead with a commitment to excellence with more than 10 years’ experience in the BPO industry. An effective collaborator promoting continuous improvement and client satisfaction. Seeking a similar position with your organization.

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Domain Skills:

Claims Operations

Membership Maintenance and enrollment

Collections

Customer Service (Inbound/Outbound)

Admin and Assist

Billing and Finance accounting

Functional Skills:

Call Center Operations

Operations Management

Resource Management

Knowledge Transfer

Training and Development

Performance Management

Excellent Communications Skills

Outstanding Analytical and Problem-Solving Skills

Process Improvement

Client Relationship Management

Real-Time Analyst Skills

Work Experience:

Service Delivery Ops Specialist (CL9)/Segment Lead

Accenture

June 2015 – August 28, 2020

•BPO segment lead for a US Healthcare program processing claims from HC providers and insurance policy holders, Membership enrollment and maintenance

•Responsible for supporting; coaching; developing and supervising a group of employees in a Service Center/Operations environment

•Individuals are committed to continuing personal and professional development through mentorship; on-line courses and on the job training while maintaining back office skills

•Effectively using various tools; running reports; demonstrating leadership through acknowledging the fair and consistent application of policies while demonstrating a variety of coaching styles and techniques with 7 team leads and 104 transaction processing associates.

•Provide quality, cost effective service while looking at ways to contribute to process improvement

Senior Supervisor/Cluster Lead

IBM Dasksh- Concentrix

August 2012 – June 2015

•BPO Manager for an Australian financial account handling collections and back office specialists arranging financial assistance to customers undergoing financial difficulties on all level of delinquencies.

•Managed inbound and outbound collections agents addressing various concerns from billing statement details, payment arrangements and write offs supporting all products of the bank; credit card, mortgages and loans.

•Responsible for goal setting, performance reviews and development plan for all direct reports.

•Responsible for day to day functioning/administrative work including production floor management.

•Effectively using various tools; running reports; demonstrating leadership through acknowledging the fair and consistent application of policies while demonstrating a variety of coaching styles and techniques with 8 Team Lead as direct reports

• Provide quality, cost effective service while looking at ways to contribute to process improvement

•Coordinate training and team development activities

Senior Supervisor

Telus International Philippines

November 2005 – December 2011

Managed 6 Team Leads that caters voice and back-office support.

Involved in capacity planning and team strategy planning to obtain quality performance results.

As a Senior Supervisor, I assisted Team Leads on their people retention initiatives and engagement activities.

Pioneered a Project Segment that launched 17 new resources that handled a new work scope.

Provided positive reinforcement and helpful feedback that boosted morale and efficiency within the department.

Identified areas that were underperforming and implementing effective process improvements.

Team Leader

Telus International Philippines

December 2004 – November 2005

Engaged in monitoring, facilitated calibrations, analyzed trends & created reports for an International Customer Care and Technical Account.

Coordinated with Operations & client to ensure all processes & procedures are implemented.

Coached team members in customer service techniques, providing feedback and encouragement towards reaching sales goals.

Led a team of 23 members while providing exceptional customer service.

Trainings Attended:

•10 Customer Service Excellence - March 2015

•Advance IBM Blue - June 5-7, 2013

•Banking industry trends - March 27, 2013

•Business of Retail Banking - March 26, 2013

•Banking Financial (Industry Itinerary) -March 20, 2013

•Inside financial Services (Industry Overview) - March 19, 2013

•Business of consumer payments - August 15, 2013

•Inside Retail banking - August 15, 2013

•Regulatory compliance in financial services - August 15, 2013

•Kepner Tregoe Project Management Work shop – February 11, 2019

•High Performance Coaching – October, 2018

•Design Thinking – November, 2018

•Accenture Delivery Skills for Managers (ADSM) – February, 2019

•Story Telling – Business Presentation – January 2019

EDUCATION

PUP – Manila, NCR Bachelor’s degree

Siena College of Taytay, High School Diploma

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