Years of professional experience in BPO
ERICKLYN GUINTO
Bacoor,Cavite
Summary
14 Years of experience in Healthcare account and 19 Years in BPO industry including Global Transport and Logistics. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
14
14
Years of experience in Healthcare BPO
14
14
Lean Six Sigma White Belt Certified
14
14
HIPAA Certified
Work History
Operations Manager
ttec
Pasay
09.2022 - 08.2023
- Developed and maintained relationships with external vendors and suppliers.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Team Leader - Service Delivery
ttec
Pasay
12.2018 - 08.2022
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
Interim Operations Manager
ttec
Pasay
02.2021 - 07.2021
- Most Inspiring Women Awardee
- Introduced new methods, practices, and systems to reduce turnaround time.
Service Delivery Specialist
ttec
Pasay
09.2016 - 11.2018
- Extra Mile Awardee
- Hall of Fame Awardee
- Educated staff on organizational mission and goals to help employees achieve success.
Customer Service Representative
ttec
Pasay
11.2015 - 08.2016
- Answered member telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Technical Customer Service Representative
IBEX
Parañaque
02.2014 - 07.2015
- Answered product and service questions, suggesting other offerings to attract potential customers for telephone, tv, mobile and internet.
- Recommended products to customers, thoroughly explaining details.
Business Support Specialist
DSV
Parañaque
10.2011 - 02.2014
- Monitor DSV’s supply chain service costs, to ensure they are controlled, and budgets are achieved
- Managing and allocating supplier invoices within the site client base
Quality Assurance Team Lead
ttec
Pasay
09.2008 - 07.2011
- White Belt Six Sigma certified
- 2008 Best Supervisor Awardee
- Established new and improved QA processes by developing test processes, test cases and assigning and executing tests.
- Supported development of materials, aids and curriculum to direct staff in procedures and operations.
Quality Assurance Specialist
ttec
Pasay
10.2005 - 08.2008
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Customer Service Representative
ttec
Pasay
05.2004 - 10.2005
- Update account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Science - Avionics Technology
PATTS College of Aeronautics
PasaySkills
- P>People/Teamwork
- Critical Thinking
- P>Performance Evaluations
- P>Data analysis
- P>Natural leader
- P>Cost reduction strategies
- P>Finance background
Certification
- Manager 101, TTEC - November 2022
- HIPAA, TTEC - May 2022
- iProcurement, TTEC - March 2023
- Lean Six Sigma- White Belt, TTEC - September 2008
Timeline
Operations Manager
ttec
09.2022 - 08.2023
Interim Operations Manager
ttec
02.2021 - 07.2021
Team Leader - Service Delivery
ttec
12.2018 - 08.2022
Service Delivery Specialist
ttec
09.2016 - 11.2018
Customer Service Representative
ttec
11.2015 - 08.2016
Technical Customer Service Representative
IBEX
02.2014 - 07.2015
Business Support Specialist
DSV
10.2011 - 02.2014
Quality Assurance Team Lead
ttec
09.2008 - 07.2011
Quality Assurance Specialist
ttec
10.2005 - 08.2008
Customer Service Representative
ttec
05.2004 - 10.2005
Bachelor of Science - Avionics Technology
PATTS College of Aeronautics
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