Jaja Jasmin S. Cayton

adkh9j@r.postjobfree.com (091*-***-****

Summary

I am an experienced customer service professional in the business process outsourcing (BPO) sector and have provided cutting-edge services to global clients in industries ranging from medical insurance, healthcare, financials and compliance. I am looking for a position as a client services professional within the growing BPO industries. I am a keen observer of improvement opportunities, a self- starter, and a team player who can effectively communicate to various levels of the organization.

Experience

Sr. Manager-FCR Process/Process Improvement Lead Advanced Health Media (Now part of IQVIA) October 2017 – July 2019

Maintains efficiency and quality in the work setting.

Evaluates current business practices, finding ways to improve productivity, reduce costs, and make the best use of the business’ resources.

Identify areas for improvement, implementing improvement strategies, data analysis, leading teams, collecting performance data, and working collaboratively with all departments.

Serves as a consultant to improve efficiency in services by meeting the Client SLAs.

Operations Manager/Customer Service Manager Advanced Health Media April 2012 – October 2017

Supervise projects and activities of team members supporting on-time delivery of service commitments to Advanced Health Media’s global clients.

Drive continuous improvement of the department’s productivity and quality metrics through collaborative goal setting and level loading of task assignments.

Ensure team’s adherence to standard operating procedures and compliance guidelines as well as identifying opportunities in the current process.

Create accountability through escalation of issues with non-compliance

Resource person for client team rules, expectations, and data base knowledge

Lead staff meetings and meetings with supervisors and managers for both internal and global sites.

Supervisory tasks: follow-up work assignments, provide training and coaching to develop team members, conduct performance reviews, and schedule time off requests, overtime work and backup coverage.

Logistics Planner Advanced Health Media Jun 2010 – April 2012

Responsible for the coordination of client program details related to meeting, speaker or logistics roles within the assigned client team throughout the program planning process.

Answer calls as well as assist clients in a timely manner that has specific inquiries regarding the status of meetings.

Provide personalized customer service of the highest level. Update/navigate existing database with changes and status of each client meeting.

Arrange for fulfillment of information packages, invitations etc. to clients. Follow up communications to the client; including, phone calls, confirmations, faxing, preparation/completion of documentation, as well as liaising with other departments.

Completion of all tasks assigned to meet client metrics and team goals.

Adhere to all standard operating procedures and compliance guidelines.

Subject Matter Expert Teletech (United Health Group) Oct 2007 - Nov 2009

Provided Customer Service Representatives (CSRs) with timely, accurate assistance with challenging, escalated Physician and Healthcare Professional(s) calls that are currently beyond the capability of the Customer Service Representative(s).

Retains the best agents. Ensures that calls are handled professionally. Coaches, mentors and develops agent team for skills expansion and promotional opportunities.

Provides direction and guidance to guarantee consistent achievement of key performance metrics. Achieves, measures, reports and communicates metric goal attainment for assigned team.

Ensures accurate and timely communication of client and campaign issues to Manager. Implements agent recognition programs under direction of the Manager.

Shares best practices across teams and builds a spirit of teamwork. Performs other duties as assigned.

Customer Contact Associate Teletech (United Health Group) Feb 2007 - Oct 2007

Provide high quality customer experience to each inquiry of a Healthcare Provider for a patient’s Health Benefits and Claims

Relevant Coursework / Software Experience

Operations Management, Hospitality Management, Accounting, MS Office Suite, Kronos

Education

B.S. Business Management – Entrepreneurial Focus

Assumption College, Makati

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