Hectonny Jan Santos
Operations Manager
San Pablo City
Summary
Dynamic Operations Manager with a proven track record at EXL Service Philippines, excelling in performance monitoring and customer service. Expert in developing strategies that enhance customer satisfaction and operational efficiency. Strong problem-solving skills complemented by a commitment to mentoring staff, fostering teamwork, and driving continuous improvement in service delivery.
Overview
16
16
years of professional experience
Work History
Operations Manager - Utilization Management
EXL Service Philippines
10.2023 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
Lead Assistant Manager - Utilization Management
EXL Service Philippines
11.2020 - 10.2023
- Initiated timely response to emails, voicemails, and written correspondence.
- Coordinated weekly meetings for internal and external groups.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
Assistant Manager - Utilization Management
EXL Service Philippines
07.2018 - 11.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Customer Service Subject Matter Expert
EXL Service Philippines
11.2017 - 07.2018
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
Customer Service Advocate - Utilization Management
EXL Service Philippines
10.2015 - 11.2017
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Responded to customer requests for products, services, and company information.
- Assisted clients in understanding complex insurance terms and conditions, leading to better decision-making and policy selection.
- Streamlined the application process for clients, resulting in quicker policy approvals and increased client retention.
Home Care Provider
Lifelink Homecare SDNBHD
12.2013 - 06.2015
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted disabled clients to support independence and well-being.
- Assisted patients with self-administered medications.
- Monitored progress and documented patient health status changes to keep care team updated.
Nurse Intern
Community General Hospital
10.2011 - 03.2012
- Conducted comprehensive patient assessments, identifying critical issues for immediate attention by the medical team.
- Monitored patient vital signs and reported any changes to nursing staff.
- Checked patient status to report signs and symptoms of adverse reactions to medication.
- Managed patients recovering from medical or surgical procedures.
Nurse Intern
Provincial Hospital of Laguna
10.2009 - 03.2010
- Assisted in the administration of medications, ensuring accurate dosages for optimal patient outcomes.
- Assisted with successful completion of daily tasks such as bathing, dressing, feeding or assisting with ambulation for patients.
Education
Bachelor of Science - Nursing
Laguna College
San Pablo City, Province Of Laguna, Philippines 04.2001 -
Skills
Operations management
Problem-solving
Customer service
Performance monitoring
Patient education
Medication and IV administration
Patient assessment
Patient management
Timeline
Operations Manager - Utilization Management
EXL Service Philippines
10.2023 - Current
Lead Assistant Manager - Utilization Management
EXL Service Philippines
11.2020 - 10.2023
Assistant Manager - Utilization Management
EXL Service Philippines
07.2018 - 11.2020
Customer Service Subject Matter Expert
EXL Service Philippines
11.2017 - 07.2018
Customer Service Advocate - Utilization Management
EXL Service Philippines
10.2015 - 11.2017
Home Care Provider
Lifelink Homecare SDNBHD
12.2013 - 06.2015
Nurse Intern
Community General Hospital
10.2011 - 03.2012
Nurse Intern
Provincial Hospital of Laguna
10.2009 - 03.2010
Bachelor of Science - Nursing
Laguna College
04.2001 -
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