MARK JOSEPH SANTOS
Las Pinas City
Summary
An enthusiastic individual who is seeking a new challenging career in the BPO industry. A registered nurse in the Philippines with 6 years of clinical experience here and abroad. 7 years of work experience in the BPO industry.
Overview
10
10
years of professional experience
Work History
Assistant Manager
EXL Philippines
2020.01 - Current
- In charge of ensuring that all SLA’s and KPI’s are met every month
- Lead a team of 40 customer service agents
- Developed and implemented processes to improve customer service
- Conducted trainings and performance reviews
- Ensures that process workflow are followed based on the client’s company policy
- Prepares reports and present it on weekly or bi-weekly meetings with the clients
- Provides support to escalated claims and calls
- Provides weekly, monthly and real time coaching sessions for team members
- Works with onshore clients in improving claim processing and updating SOP's for the process
- Supervised day-to-day operations to meet performance, quality and service expectations.
Executive Associate
EXL Philippines
2018.01 - 2020.01
- Ensures that assigned claims are process and benefits are released on time without issues.
- Process inquiries of customers about their claims
- Explains and provide resolution for inquiries and requests regarding their claim
Charge Nurse /Staff Nurse II
King Abdulaziz Hospital -National Guard Health Affairs
2014.11 - 2017.10
Education
Bachelor of Science - Nursing
University of Perpetual Help System Dalta
03.2011
Skills
- Team Management
- Customer service
- Effective Coaching and communication
- Time management
- Proficient in MS office apps
Timeline
Assistant Manager
EXL Philippines
2020.01 - Current
Executive Associate
EXL Philippines
2018.01 - 2020.01
Charge Nurse /Staff Nurse II
King Abdulaziz Hospital -National Guard Health Affairs
2014.11 - 2017.10
Bachelor of Science - Nursing
University of Perpetual Help System Dalta