ALVIN NOEL ALBANO TUBIG
Taguig City
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
13
13
years of professional experience
Work History
Claims Associate
Deliveright
Remote
05.2021 - Current
- Enhanced claim processing efficiency by streamlining workflows.
- Optimized resource allocation by regularly monitoring workload distribution among team members.
- Collaborated with team members to develop strategies for efficient claims processing and improved customer experiences.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Conducted thorough investigations of complex claims, utilizing research skills and attention to detail to ensure fair outcomes.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
SALES DEVELOPMENT REPRESENTATIVE
EMAPTA (Workato)
Alabang
10.2018 - 7 2020
- Focuses on inbound and outbound lead qualification, moving leads into the sales funnel and setting up sales qualified appointments
- Lead generation using various platforms like LinkedIn, Google search, ZoomInfo and the like
- Helped Marketing Team in creating various campaigns to attract more leads in our sales funnel.
LEASING CONSULTANT
Altisource Business Solutions
MOA Complex
10.2014 - 04.2018
- Managed rental home application process which includes running background screening, gathering all necessary documents to get their application fully approved, sending approved and decline notices to applicants, and doing necessary follow-ups for those approved applicants in reserving the home they got approved at
- Handled customer service-related inquiries and also handled viewing requests, contacted applicants in submitting required or missing documents, contacted approved applicants in paying security deposit and signing their lease, and contacted brokers to seek assistance in reaching out to applicants and approved applicants to follow up on necessary documents to close their application.
TEAM SUPPORT SPECIALIST
Convergys Services Corporation, Philippines
Makati City
08.2013 - 10.2014
- OIC of the designated team in the absence of team leader
- Facilitates mock chat for the identified Focus Agents within the team
- Coaches individuals to ensure improvement and provide real-time feedback to the agent and the team leader
- Works closely with a Team Leader on driving team's performance and creating action plan which will target agent's skill gap
- Provide real-time assistance to a designated team through chat/floor support
- Conducts huddles for product updates and team goals and action plans
- Audits via chat transcript to determine driver and provide specific action plan for the team and selected challenge agents on a specific MTMs
- Complies with the programs LEAP tactics like Rapid fire, Skill Transfer, Acceleration huddle to ensure improvement of an agent
- Provide real-time feedback to an agent while performing remote evaluations
- Does an outbound call on a daily basis for chats that were disconnected to ensure first call resolution.
Customer Service Representative-Phone, Chat, Email
Convergys
Makati
08.2011 - 10.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
INFORMATION TECHNOLOGY -
AMA COMPUTER LEARNING CENTER
BAGUIO CITY, PHILIPPINESHIGH SCHOOL DIPLOMA -
BAGUIO CITY NATIONAL HIGH SCHOOL
BAGUIO CITY, PHILIPPINESSkills
- Call Management
- Inbound and Outbound Calling
- Complaint resolution
- Conflict Resolution
- Customer Service
- Problem-solving abilities
- Customer Relations
- Dispute Resolution
- Team Development
- Positive and professional
- Critical Thinking
- Process Optimization
- Multi-Task Management
- Lead Generation
Timeline
Claims Associate
Deliveright
05.2021 - Current
SALES DEVELOPMENT REPRESENTATIVE
EMAPTA (Workato)
10.2018 - 7 2020
LEASING CONSULTANT
Altisource Business Solutions
10.2014 - 04.2018
TEAM SUPPORT SPECIALIST
Convergys Services Corporation, Philippines
08.2013 - 10.2014
Customer Service Representative-Phone, Chat, Email
Convergys
08.2011 - 10.2014
INFORMATION TECHNOLOGY -
AMA COMPUTER LEARNING CENTER
HIGH SCHOOL DIPLOMA -
BAGUIO CITY NATIONAL HIGH SCHOOL
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