Daisy Santos

Ambitious and driven professional with extensive experience in customer service and technical support. Adept at leveraging expertise to drive organizational efficiency and enhance team performance. Known for adaptability, problem-solving skills, and effective communication. Committed to improving agent efficiency and delivering exceptional customer experiences.

Team Leader (2022-10 – 2026-03)

• Supervise daily team operations to meet targets.
• Coach and mentor agents for skill development.
• Monitor KPIs and ensure quality standards.
• Handle escalations and resolve complex issues.
• Conduct OPS audits to ensure compliance and accuracy.
• Enforce company policies and data privacy standards.
• Hold team meetings to share updates and motivate staff.
• Prepare performance reports for management.
• Foster collaboration and positive work culture.
• Identify training needs and recommend programs.
• Act as liaison between management and frontline staff.

Production Specialist (2022-10 – 2026-03)

Engage in conversations with members/clients to explain the benefits and coverage of their insurance and policies and plans.

• Client-specific assistance: Address specific client needs, such as updating information, changing primary care providers (PCPs) and requesting ID cards.
• Warm transfers: Skillfully transfer members to the appropriate department for further assistance.
• Outbound calls: Initiate outbound calls based on client/member requirements or specific requests
• Continuous improvement: Actively enhance product knowledge and understanding by participating in ongoing training aligned with evolving business strategies.
• System management: Manipulate systems and escalate issues to the relevant personnel for final resolution.

Subject Matter Expert (2022-10 – 2026-03)

• Supervisor call: Adept at handling escalated calls, resolving complex customer issues, and maintaining high levels of customer satisfaction.
• Providing specialized knowledge and support to call agents: ensuring accurate and efficient handling of customer inquiries.
• Administrative work: Closing compliances, do short calls review, closing FCR, cascading updates to all agents.

Process Trainer Apprentice (2022-10 – 2026-03)

• Assist in Training Delivery: Support senior trainers in conducting training sessions for new and existing call center agents.
• Develop Training Materials: Help create and update training materials, guides, and other instructional materials to ensure they are current and relevant.
• Monitor Training Progress: Track and report on the progress of trainees, providing feedback and support to help them achieve their learning objectives.
• Conduct Assessments: Assist in evaluating the effectiveness of training programs through assessments, surveys, and feedback from trainees.
• Provide On-the-Job Support: Offer real-time assistance to call center agents during their training period, helping them apply learned skills in practical scenarios.

Bachelor of Science in Office Administration – La Consolacion University (2019)

Continuing Professional Teacher Education – La Consolacion University Philippines (2022)