Charlotte Emily Tambis
33 Rosal St. Sampaguita Village Malanday
Summary
Senior Process Executive experienced in balancing customer service and support objectives with innovative process improvement and execution. Skilled in, research, and data insights aggregating. Client-focused and solutions-oriented with strong analytical mindset to deliver best possible resolutions. Proficient customer service professional with good administrative, time management, and problem-solving abilities. Knowledgeable about compliance requirements and best practices. Offering 9 years of related experience.
Overview
8
8
years of professional experience
Work History
Senior Process Executive
R1RCM
01.2023 - Current
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Leveraged automation tools and techniques to manage data, optimize workflow and increase efficiency.
- Oversaw change management duties during new business process onboarding, reducing productivity interruptions.
- Developed remediation plans for team to provide compliance attestation and reported common control procedures and effectiveness.
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Senior Process Executive
Infosys BPM
02.2022 - 12.2022
- Evaluated ongoing processes for possible enhancements and beneficial changes to best practices.
- Evaluated emerging technologies to identify opportunities, trends and best practices to strengthen business platform and development practices.
- Developed and presented business cases, presentations and reports to senior management.
- Monitored and tracked user progress to identify improvement opportunities.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
Manager
ALMIRA DIVING RESORT
08.2021 - 01.2022
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Improved safety procedures to create safe working conditions for workers.
- Managed and motivated employees to be productive and engaged in work.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Improved marketing to attract new customers and promote business.
- Controlled costs to keep business operating within budget and increase profits.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Customer Service Representative
TASK US
01.2020 - 09.2021
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Subject Matter Expert
EXL
05.2017 - 01.2018
- Facilitated product development with implementation of standard best practices.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Improved user productivity and efficiency through system training and support.
Customer Service Representative
Tech Mahindra
10.2015 - 04.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Science - Nutrition And Dietitics
UNIVERSITY OF BOHOL
Tagbilaran, Bohol, PhilippinesSkills
- Product Knowledge
- Call Management
- Complaint resolution
- Reading Comprehension
- Research
- Problem-solving abilities
- De-Escalation Techniques
Timeline
Senior Process Executive
R1RCM
01.2023 - Current
Senior Process Executive
Infosys BPM
02.2022 - 12.2022
Manager
ALMIRA DIVING RESORT
08.2021 - 01.2022
Customer Service Representative
TASK US
01.2020 - 09.2021
Subject Matter Expert
EXL
05.2017 - 01.2018
Customer Service Representative
Tech Mahindra
10.2015 - 04.2017
Bachelor of Science - Nutrition And Dietitics
UNIVERSITY OF BOHOL
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