Kid Jay Surio

• Maintaining employees information on the system using SAP.
• Create employees credentials during hiring.
• Provide certificate to employees (Certificate of employment, Onboard documents, Separation letter., Etc.)
• Terminate employees record on the system.
• Maintain, add and edit employees details.
• Check information's maintained on the system from the recruitment.
• Gathered personnel records from employees from each department.
• Handled sensitive information discreetly while maintaining confidentiality and trust amongst employees.
• Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
• Developed and implemented onboarding and orientation programs for new employees.

• Handled high volume of chat using Salesforce.
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.

• Assisting customer via phone call for their Insurance claims.
• Check if the medical procedure is covered by the employee insurance (Deductibles, Co insurance and Co payments).
• Talk with different providers such as doctors, nurse and doctor's assistant.
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.

• Assist customer with their Health care benefits such as Health care flexible spending account, Health Savings account, COBRA and etc,.
• Documenting call using Oracle CRM.
• Taking supervisor call if needed.
• Doing floor walk with newbies.
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed high call volume with exceptional time management skills, minimizing wait times for customers.
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
• Answered customer telephone calls promptly to avoid on-hold wait times.

Quality Assurance Apprentice

• Doing weekly call audits.
• Provide coaching to team members.
• Validate fishing calls and commendation.
• Provide refresher to the team if theres an update on operation.
• Weekly calibration with offshore QA's and managers.
• Send weekly and monthly score card of the team.