With over 10 years of experience in the BPO industry—primarily in data analyzing/encoding for healthcare support—I have consistently delivered high-quality results in fast-paced, performance-driven environments. My role demanded unwavering attention to detail, accuracy, customer service excellence, and consistent achievement of performance targets, all of which I met with reliability and precision.
I bring strong proficiency in Microsoft Office tools, paired with a versatile skill set that includes effective communication, active listening, problem-solving, and time management. My interpersonal, leadership, and management skills enable me to adapt quickly, lead teams, and thrive under pressure, making me a valuable asset in both individual and collaborative roles.
Currently, I am responsible for a wide range of leadership and operational tasks, including:
• Managing all inventory assignments and ensuring all items are updated or completed by end of day for client reporting.
• Acting as the primary point of contact for escalations and handling all client communications with urgency and professionalism.
• Preparing and consolidating ad-hoc reports for leadership use.
• Proactively communicating team status, risks, and updates to leadership and stakeholders.
• Analyzing and consolidating key performance metrics (quality, productivity, utilization) for the team’s monthly scorecard.
• Leading weekly calibration calls with our onshore client, including presenting updates, suggestions, and feedback.
• Conducting monthly coaching sessions focused on performance, aspirations, and career development.
• Providing real-time constructive feedback to tea-----------mbers to drive continuous improvement.
• Building and maintaining strong client trust over the years through consistent delivery and proactive partnership.
Verified
