Arius Ingua

• Performed wide-ranging administrative service-related functions (Medical Records, Appointment Setting, Concierge, Acts as OIC)

CCS Tasks

• Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
• Recommended products to customers, thoroughly explaining details.
• Responded to customer requests for products, services, and company information.
• Assisted customers by answering questions and responding to inquiries.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Received multiple positive reviews acknowledging dedication to excellent customer service.
• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
• Handled sensitive information with discretion, adhering strictly to privacy regulations and company policies.
• Earned recognition as an exemplary performer among peers through consistent delivery of exceptional results across all assigned tasks.
• Maintained accurate records of all customer interactions, fostering data-driven improvements in service quality and efficiency.
• Contributed valuable insights during team meetings aimed at improving overall operational efficiency and effectiveness.

Admin Tasks

• Liaise with clients to confirm preferred check-up dates and times.
• Research and book premium medical facilities offering full executive health packages.
• Ensure specialist availability (e.g., internist, cardiologist) and confirm service scope and requirements.
• Gather and organize personal/medical details and insurance information.
• Prepare and submit required documents (e.g., history forms, consent, insurance).
• Maintain accurate appointment records and ensure confidentiality.
• Send calendar invites and timely reminders.
• Share pre-visit instructions (e.g., fasting, medication, attire).
• Handle reschedules, updates, and coordinate test result delivery and follow-up appointments.
• Coordinate with the clinic to ensure a smooth, VIP experience with minimal delays.
• Ensure timely access to results and schedule follow-ups.
• Process payments and insurance claims.
• Log all appointments and maintain organized health records

• Account handled: Healthway Customer Care (6 FTE)
• Manage a team of call center agents.
• Provided ongoing training and support to junior staff members, enhancing their knowledge of products and services as well as best practices in customer relations.
• Assisted customers with product selection based on their unique requirements while also upselling additional features or services when appropriate.
• Actively listened to customers'' feedback and communicated their needs to the management team, leading to targeted improvements.
• Ensure that SLAs of each account is achieved. Ensure quality regulations and production metrics are complied and observed consistently
• Be available to affect the entirety of the team's operations.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Meet at least once each week with the team.
• Providing help and advice to customers using our organization's products or services;
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
• Keeping accurate records of discussions or correspondence with customers;
• Analyzing statistics or other data to determine the level of customer service our organization is providing;
• Writing reports analyzing the customer service that our organization provides;
• Developing feedback or complaints procedures for customers to use;
• Improving customer service procedures, policies and standards for your organization or department;
• Meeting with other managers to discuss possible improvements to customer service;
• Being involved in staff recruitment and appraisals;
• Training staff to deliver a high standard of customer service;
• Leading or supervising a team of customer service staff;
• Learning about our organization's products or services and keeping up to date with changes.
• Collaborated with team members to identify areas for improvement in customer service delivery, resulting in better overall performance.
• Participated in cross-functional teams tasked with improving organizational performance through better alignment between sales, marketing, operations, and customer service functions.
• Maintained detailed records of customer interactions, tracking trends and identifying opportunities for process improvements.

• Accounts handled: Equicom Savings Bank Inbound Customer Service (8 FTE), Televerification (4 FTE), Email Support (4 FTE), Back Office Specialist-Loans (21 FTE), Accounts Receivable (4 FTE), Team Leader (2 FTE)
• Asia United Bank Telemarketer (20), Accounts Receivable (5 FTE), Inbound Customer Service (5 FTE), Team Leader
• CIBI Tele-verification (11 FTE), Back Office Specialist (11 FTE), Team Leader (2 FTE)
• Achievement of Performance Targets
• Ensure that SLAs of each account is achieved. Ensure quality regulations and production metrics are complied and observed consistently
• At least 85% of the accounts/campaign across each site must be able to achieve their performance targets.
• Ensure timely submission of reports and performance appraisals required
• Ensure full compliance of all mavens on all the documented policies and procedures including the necessary disciplinary action on non-compliance
• Launch and implement the improved Business Continuity Program in ONET
• Identify automation initiatives and implementing them relative to a new infrastructure and network design for improvement efficiencies
• Achieve employee engagement score of 4 out 5 in employee satisfaction and engagement
• Achieve employee retention of 90% of pool at start of account contract or attrition rate of not beyond 10%
• Manage operating expense within the agreed budget.
• Manage a team of call center agents.
• Be available to affect the entirety of the team's operations.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Conducted team member meetings and updated members on best practices and continuing expectations.
• Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
• Spearheaded process improvements, identifying bottlenecks and implementing effective solutions for increased efficiency.

• Journeyful Back Office Specialist-Hotel profiling (5 FTE)
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Prepares reports and maintains records of work accomplishments and administrative information, as required, and coordinate the preparation and communication of work related information to Project Manager.
• Reports to the Operations Manager periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes.
• Ensure team will achieve agreed service level and quality assurance score.
• Coach, facilitate, solve work problems and participate in the work of the team.

• Account handled: Equicom Savings Bank Inbound Customer Service (2 FTE), Televerification (1 FTE), Email Support (1 FTE)
• Prepare reports and maintain records of work accomplishments and administrative information, as required, and coordinate the preparation and communication of work related information to Manager.
• Report to the Manager periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes.
• Ensure team will achieve agreed service level and quality assurance score.
• Coach, facilitate, solve work problems and participate in the work of the team.
• Handle first level escalations, staffing and performance management.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Answer Dell's client inquiries and concerns.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.