Summary
Overview
Work History
Education
Accomplishments
Timeline
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Ernesto Amodia Jr.

Ernesto Amodia Jr.

Trainer
Cebu City, Province of Cebu

Summary

Dedicated professional with over 15 years of combined annuities, retirement, insurance, and financial planning experience. Detail-oriented team player with strong communication and organizational skills. Ability to handle multiple tasks with a high degree of accuracy.

Overview

15
15
years of professional experience
2
2
Languages

Work History

Trainer

ELKA Asenso Outsourcing, Inc.
05.2022 - Current
  • Deliver engaging training program for client services administrators, focusing on industry best practices, customer service, and administrative processes.
  • Collaborate with management to identify training needs and develop tailored programs to address skill gaps and improve overall team performance.
  • Develop training materials, including presentations, handouts, and e-learning modules, ensuring content is up-to-date and engaging.
  • Monitor and evaluate effectiveness of training programs, making adjustments as needed to maximize impact and drive continuous improvement.
  • Mentor new team members, providing ongoing support and guidance to ensure a smooth onboarding process and rapid skill development.

Client Services Administrator

ELKA Asenso Outsourcing, Inc.
02.2022 - 04.2022
  • Provided administrative support to financial advisors, assisting with client onboarding and account management.
  • Prepared financial reports and presentations for client meetings, ensuring accurate and professional delivery.
  • Ensured compliance with industry regulations and internal policies, maintaining accurate and up-to-date records.

Customer Experience Specialist (Life Insurance)

EXL Service Philippines, Inc.
01.2021 - 12.2021
  • Facilitated customer service and communication skills training for new hires and tenured associates, improving overall customer experience and meeting operational metrics.
  • Audited calls and provided targeted coaching on Quality, CSAT, and NPS, resulting in improved performance metrics.
  • Conducted engaging activities to boost employee morale and increase overall team productivity.

Customer Service Associate (Life Insurance)

EXL Service Philippines, Inc.
01.2020 - 12.2020
  • Assisted policy owners and financial professionals with various life insurance inquiries and service requests across multiple tiers/skill sets (Customers, Producers, Billing, Escalations), resulting in high levels of customer satisfaction.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Advocate (Healthcare)

Optum Global Solutions, Inc.
07.2019 - 01.2020
  • Provided expert assistance to members regarding home delivery pharmacy and healthcare plan needs, fostering customer loyalty and satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained up-to-date knowledge of product and service changes.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Team Leader (Employee Benefits Claims)

Cognizant Technology Solutions, CTS
10.2018 - 03.2019
  • Led a team of 15 CSAs in meeting and exceeding SLAs (AHT, Quality, CSAT, FCR, ASA, ADH & Attendance), contributing to overall department success.
  • Delivered regular feedback, coaching, and performance improvement plans to team members, resulting in individual growth and development.
  • Facilitated weekly & monthly meetings with management, onshore counterparts, and associates to discuss team performance, product updates, and address concerns, driving continuous improvement.

Subject Matter Expert (Annuities)

Cognizant Technology Solutions, CTS
09.2013 - 09.2018
  • Facilitated process training for new hires and upskilling sessions for tenured associates, enhancing overall team knowledge and expertise.
  • Provided product and process-related support to CSAs, promoting efficient problem resolution and improved customer experience.
  • Audited calls and offered coaching on Quality, CSAT, and FCR, contributing to enhanced performance metrics and overall team success.
  • Handled escalated calls and delivered timely, accurate resolutions to customers' concerns, ensuring high customer satisfaction.

Education

Bachelor of Science - Secondary Education

Cebu Normal University
Cebu City, Province Of Cebu, Philippines
04.2001 -

Accomplishments

  • Series 6 Certification -Investment Company and Variable | Financial Industry Regulatory Authority (FINRA)
  • Series 63 - Uniform Securities Agent State Law Examination | Financial Industry Regulatory Authority (FINRA)
  • SIE - Securities Industry Essentials Examination

    • | Financial Industry Regulatory Authority (FINRA)

Timeline

Trainer

ELKA Asenso Outsourcing, Inc.
05.2022 - Current

Client Services Administrator

ELKA Asenso Outsourcing, Inc.
02.2022 - 04.2022

Customer Experience Specialist (Life Insurance)

EXL Service Philippines, Inc.
01.2021 - 12.2021

Customer Service Associate (Life Insurance)

EXL Service Philippines, Inc.
01.2020 - 12.2020

Customer Service Advocate (Healthcare)

Optum Global Solutions, Inc.
07.2019 - 01.2020

Team Leader (Employee Benefits Claims)

Cognizant Technology Solutions, CTS
10.2018 - 03.2019

Subject Matter Expert (Annuities)

Cognizant Technology Solutions, CTS
09.2013 - 09.2018

Bachelor of Science - Secondary Education

Cebu Normal University
04.2001 -

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