I have over 19 years of combined experience in service delivery management, quality and compliance management, training and development, operations management, change management, performance management, talent acquisition, client operations, vendor management, VOC (voice of the customer), instructional design, site capability development, transition and implementation and leadership development.
Having worked for several fortune 500 companies that have rigid compliance and performance KPIs has helped me a lot in recognizing different approaches in improving customer experience all-through-out the customers’ journey. With customer experience and voice of the customer as a key driver in the day-to-day operations of each of the programs that I manage and support it is important to understand how service is improved by analyzing service trends within and outside the market. One key aspect of improving a program or a site’s capability to deliver world class results is to introduce processes and imploring the use of latest technologies that can drive both operational rigor and customer loyalty across the entire enterprise.
As a Director for Operations, I was responsible for managing and leading the Growth and Retention Division (Quality Assurance and Operations) which prompted me to introduce various processes that eliminated choke points in the service delivery process which led to an overall profit improvement of 85% and a huge increase in FTEs. The business need dictated for me to take over the day-to-day planning, site wide budgeting, client management, quality roll-outs and center operations for over 26 campaigns and 12 business partners. The cluster is responsible for an FTE of over 800 non-voice lead generation specialists and over 200 appointment setters, including a fully functional team of B2B sales and back office associates and consultants.
As a Senior Operations Manager, I was responsible for ensuring that all web development and app functionality projects are completed to provide various business solutions to different clients within the patient recruitment, clinical trials and e-commerce. Managed transactional day-to-day operations for a team of developers, designers and digital marketing specialists. Part of my responsibility is to formulate the architecture for form or process functionality within the app or page that is being developed, once done with the architecture we jump right into the pre-build review and planning (final changes in the budget, assigned manpower and other project requirements). As a Healthcare Vertical Lead, my main responsibility was to establish the company’s footprint in the healthcare management sector by leading and cultivating the entire Healthcare Vertical in the Philippines; I was responsible for client services management, service delivery and client operations. Part of my responsibility is to directly oversee consultant and support level on-boarding, drive financial impacting KPIs, prepare program budgets for both support and service delivery team, lead and track compliance for all Healthcare programs in the PH and in the US, flawlessly implore a capacity planning process that uses both historical data and marketing data to accurately allocate skilled consultants for both short term and long term staffing, Oversee the whole healthcare operations for all SHS sites supporting BCBS of New Jersey and BCBS of Michigan, launching and directly supporting 4 PH based LOBs; Provider Services, HMO Member, Consumer Plans Member Services and E-Helpdesk (Online Healthcare Management) and overseeing the end-to-end program transition for 5 US based LOBs; FEP, SHBP, National, POSDA and Clinical/Post-care Support.
As a Director for Training and Quality, I spearheaded the transformation of all key LOBs (line of business). Identifying key process that can be adapted by Citizens Disability so its vendor partners can perform with optimum
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