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.
