Kaxandra Gean Gulmatico
Calinog,Iloilo
Summary
Driven professional with superior skills in working in both team-based and independent capacities. Bringing strong work ethic, and excellent organizational skills to any setting.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert
Carelon Global Solutions
2023.07 - Current
- Provide accurate and appropriate information to answer questions and resolve complaints.
- Handle supervisory calls in a courteous and efficient manner and audit calls to provide feedback to the associate's immediate manager.
- Doing at least 2 SBS per day and provide real time feedback to the associate.
- Conduct regular meetings with team members to discuss challenges faced during interactions with customers and develop solutions accordingly.
- Conduct weekly huddles making sure everyone is aligned with processes and updates.
- Actively participate in SME calibrations, governance and call listening session with onshore OE.
Team Leader
Sagility
2020.10 - 2023.05
- Mentored and coached team members to ensure successful performance.
- Monitored and evaluated random calls, provided effective coaching session to enhance agent's performance.
- Facilitated call calibration session weekly to develop score consistency and share best practices.
- Assessed individual performance regularly against established metrics and provided constructive feedback accordingly.
- Designed incentive-based programs aimed at motivating agents to attain metrics and boost morale.
- Administered and created training and awareness presentations or materials.
Sr. Associate-Ops
WNS
2018.10 - 2020.07
- Tailored itineraries to meet customer's specific needs and budget to improve customer experience and build stronger client relationships.
- Managed approximately 20 incoming calls per day. Resolved customer issues and assisted with complaints promptly and professionally.
- Provided excellent customer service by going above and beyond and exceed monthly KPI goals.
Education
Bachelor of Science - Elementary Education
West Visayas State University
Iloilo04.2018
Skills
- Strong analytical skills
- Customer Focus
- Attention to Detail
- Excellent Communication
- Active Listening
- Organizational Skills
Timeline
Subject Matter Expert
Carelon Global Solutions
2023.07 - Current
Team Leader
Sagility
2020.10 - 2023.05
Sr. Associate-Ops
WNS
2018.10 - 2020.07
Bachelor of Science - Elementary Education
West Visayas State University
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