LINUS VERUS LEGASPI VILLAHERMOSA
San Diego,CA
Summary
Client Services Officer with strong background in relationship management and issue resolution. Proficient in CRM software, consistently achieving high customer satisfaction ratings. Demonstrated success in guiding clients through health insurance processes. Recognized for delivering exceptional service and improving overall customer experiences.
Overview
21
21
years of professional experience
Work History
Key Client Services Officer
National Health Insurance Company, Daman
Abu Dhabi, United Arab Emirates
04.2010 - 06.2025
- Fostered strong client relationships by representing Daman Insurance effectively.
- Implemented sales department policies and procedures effectively.
- Resolved customer issues promptly, achieving positive outcomes.
- Guided clients through health insurance processes and procedures.
- Coordinated communications between key clients and the insurance company.
- Streamlined health insurance processes, improving client satisfaction.
- Developed user-friendly guides, increasing customer accessibility to platforms.
- Conducted colleague training sessions to enhance operational understanding.
Sales Performance Manager/Sales Mentor
Convergys-Citicards Legacy
Pasig, Metro Manila, Philippines
02.2009 - 02.2010
- Coached sales representatives, boosting performance and quality metrics.
- Identified key areas for improvement in sales and quality at both individual and call center levels.
- Developed targeted performance improvement materials focused on specific products and skills.
- Analyzed consultant interactions, documenting effectiveness and recommending enhancements.
- Collaborated with team leaders to ensure timely resolution of quality issues during meetings.
- Reported identified opportunities for improvement within scripts and systems.
- Documented interactions with sales and service representatives to maintain accurate records.
- Monitored coaching effectiveness through comprehensive performance tracking.
Financial Associate/Customer Service Specialist
Convergys-Citicards Legacy
Pasig, Metro Manila, Philippines
01.2007 - 01.2009
- Processed transactions for credit card holders while addressing inquiries and concerns over the phone.
- Promoted positive relations with customers through effective communication.
- Upsold various credit card products and services to enhance customer experience.
Quality Assurance Representative
Access Call Solutions Incorporated
Makati, Metro Manila, Philippines
03.2006 - 01.2007
- Monitored sales calls to ensure integrity and quality standards.
- Conducted quality audits on customer interactions to ensure compliance with standards.
- Reviewed and analyzed call recordings for adherence to protocol and best practices.
- Provided feedback and coaching to team members on quality performance metrics.
- Identified process improvements to enhance overall service quality in customer support.
- Monitored performance trends and reported findings to senior management regularly.
- Participated in cross-functional meetings to discuss quality initiatives and strategies.
- Provided training on Quality Assurance principles and practices as required.
- Maintained records of test results, analysis and other related documentation.
- Evaluated voice recordings for validation of sales and surveys conducted via phone.
- Compiled daily and weekly reports detailing monitored calls, agent ratings, and scores.
Outbound Telesales Representative
Access Call Solutions Incorporated
Makati, Metro Manila, Philippines
10.2004 - 03.2006
- Initiating outbound calls for various sales campaigns such as 1410 Communications, Bellsouth, Local Area Yellow Pages and IDC Survey.
- Duties involved communicating with potential customers and getting their interest to switch over to individual campaign products may it be telephone services, ad listings or internet services.
- Outbound calls were made to IT professionals to engage them to participate in different surveys and then ask them questions as their answers were encoded in a web-based survey.
- Engaged customers through effective communication and persuasive techniques.
- Utilized CRM software to track interactions and update customer information.
- Collaborated with team members to share best practices and improve strategies.
- Adhered to company policies while promoting products and services effectively.
- Contributed to team efforts by successfully accomplishing and exceeding daily sales goals.
- Broke down objections using friendly, persuasive strategies.
- Resolved customer complaints by escalating calls to proper department.
- Contacted private individuals or businesses by telephone to solicit sales.
- Adhered to company policies and procedures for handling customer data privacy and security.
Education
Bachelor of Arts - Major in English
Jose Rizal University
Mandaluyong, Metro Manila, Philippines03.2003
Skills
- Health insurance guidance
- CRM software expertise
- Client relationship management
- Client onboarding
- Customer issue resolution
- Professional communication
- Compliance knowledge
- Administrative support
- Call center operations
- Customer data confidentiality
- Proprietary tools proficiency
- Presentation skills
- Typing speed 65 wpm
- Customer service focus
- Performance coaching
- Analytical thinking
- Organizational skills
- Strong work ethic
- Active listening
- Adaptability to change
Certifications Awards
- Certificate of Appreciation For consistently meeting turn-around time | Daman-Key Client Operations | Q1-2025
- Emerging Talent Program | Daman / Propel International | July 2019
- Star of the Month | Daman-Key Client Operations | January 2017
- High level of commitment, dedication and excellent insurance services for 4 years | Emirates Nuclear Energy Corporation | December 2016
- Achiever of the Year | Daman-Key Client Operations | Year 2015
- Star of the Month | Daman-Key Client Operations | February 2015
- Sales Operations Professional | Daman-Key Client Operations | September 2014
- Super Achiever of the Year | Daman-Key Client Operations | Year 2014
- Corporate Sales Accreditation Certificate Sales Foundation Program | Daman Corporate Sales | September 2, 2012
- Customer Handling Techniques | Daman-Key Client Operations | April 20, 2010
- Certificate of Completion of the Team Leader Development Program | Convergys-Citicards Legacy | January 27, 2010
- Superb Award (The CITI League of Champions) | Convergys-Citicards Legacy | November 30 2007
- Quality Award for being the most quality agent for Management Insight Technology | Access Call Solutions Incorporated | February 1, 2006
- Quality Award for being the most quality agent for Bellsouth | Access Call Solutions Incorporated | November 1, 2005
- Certificate of Achievement for achieving 20 lines and .13 SPH | Access Call Solutions Incorporated | September 1, 2005
- Certificate of Achievement in recognition of hard work for Bellsouth | Access Call Solutions Incorporated | July 5, 2005
- Quality Award for being the most quality agent for International Data Corporation | Access Call Solutions Incorporated | May 1, 2005
- Quality Award for being the most quality agent for 1410 Communications | Access Call Solutions Incorporated | April 1, 2005
- Certificate of Completion for Telesales Training | International Career, Business and People Institute | October 1, 2004
Contact
Mobile no: 442-899-7072
Email: linusverus@gmail.com
References
- Nizar Alnajjar | Assistant Vice President - Key Client Operations | National Health Insurance Company, Daman | Email: nizar.alnajjar@damanhealth.ae | Mobile: +971566126182
- Sunita Kumari | Assistant Manager - Key Client Operations | National Health Insurance Company, Daman | Email: sunita.kumari@damanhealth.ae | Mobile: +971504132531
- Hanan Almaazmi | Assistant Manager - Key Client Operations | National Health Insurance Company, Daman | Email: hanan.almaazmi@damanhealth.ae | Mobile: +971503087222
- Umer Sehgal | Assistant Manager - Key Client Operations | National Health Insurance Company, Daman | Email: umer.sehgal@damanhealth.ae | Mobile: +971563291251
Accomplishments
Certifications/Awards Institution Date Certificate of Appreciation For consistently meeting turn-around time Daman-Key Client Operations Q1-2025 Emerging Talent Program Daman / Propel International Jul-19 Star of the Month Daman-Key Client Operations Jan-17 High level of commitment, dedication and excellent insurance services for 4 years Emirates Nuclear Energy Corporation Dec-16 Achiever of the Year Daman-Key Client Operations Year 2015 Star of the Month Daman-Key Client Operations Feb-15 Sales Operations Professional Daman-Key Client Operations Sep-14 Super Achiever of the Year Daman-Key Client Operations Year 2014 Corporate Sales Accreditation Certificate Sales Foundation Program Daman – Corporate Sales September 2, 2012 Customer Handling Techniques Daman-Key Client Operations April 20, 2010 Certificate of Completion of the Team Leader Development Program Convergys-Citicards Legacy January 27, 2010 Superb Award (The CITI League of Champions) Convergys-Citicards Legacy November 30 2007 Quality Award for being the most quality agent for Management Insight Technology Access Call Solutions Incorporated February 1, 2006 Quality Award for being the most quality agent for Bellsouth Access Call Solutions Incorporated November 1, 2005 Certificate of Achievement for achieving 20 lines and .13 SPH Access Call Solutions Incorporated September 1, 2005 Certificate of Achievement in recognition of hard work for Bellsouth Access Call Solutions Incorporated July 5, 2005 Quality Award for being the most quality agent for International Data Corporation Access Call Solutions Incorporated May 1, 2005 Quality Award for being the most quality agent for 1410 Communications Access Call Solutions Incorporated April 1, 2005 Certificate of Completion for Telesales Training International Career, Business and People Institute October 1, 2004 Certificate of Completion for Accent Neutralization Training International Career, Business and People Institute September 24, 2004 Career Service Professional for the Republic of the Philippines Government of the Republic of the Philippines July 4, 2003
Languages
English
Professional
Tagalog
Native/ Bilingual
Timeline
Key Client Services Officer
National Health Insurance Company, Daman
04.2010 - 06.2025
Sales Performance Manager/Sales Mentor
Convergys-Citicards Legacy
02.2009 - 02.2010
Financial Associate/Customer Service Specialist
Convergys-Citicards Legacy
01.2007 - 01.2009
Quality Assurance Representative
Access Call Solutions Incorporated
03.2006 - 01.2007
Outbound Telesales Representative
Access Call Solutions Incorporated
10.2004 - 03.2006
Bachelor of Arts - Major in English
Jose Rizal University
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