LAIDA B. TAJUNIO
Healthcare Scheduler
Valencia City
Summary
To apply for a position that will help me further enhance my skills, abilities and knowledge in delivering excellent customer relations management. 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
12
12
years of professional experience
11
11
years of post-secondary education
Work History
Rostering Manager
The Careside
11.2023 - Current
- Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
- Assisted in training new staff members on scheduling software, company policies, and best practices for exceptional customer service.
- Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
- Handled complaints and questions, and re-directed calls to other team members.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
- Coordinated special accommodations for clients with specific needs or requests, ensuring their comfort during appointments.
- Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
Manager of Operations
TIGERCLAIMS MANAGEMENT
2 2019 - 2 2024
- Ensure high standards of customer satisfaction by addressing client needs and resolving issues promptly
- Develop and implement customer service policies and procedures specific to the interpretation services provided by Tigerclaims Management
- Monitor and analyse customer feedback to continuously improve service delivery and maintain strong client relationships.
Data Operations Annotator
DATAFOX/ ORACLE
08.2019 - 06.2020
- Responsible for data cleaning initiatives
- Identify errors within records inside our database
- Analyzing data within database.
Workforce Analyst I (RTA Lead, and Planning and Scheduling Specialist)
CONCENTRIX PH., CDO City
02.2019 - 07.2019
- Responsible for day to day workforce scheduling within the contact center
- This position is responsible for measuring real-time adherence, managing call flow & adjusting schedules in an accurate & timely fashion
- Performs continual analysis of current performance and conduct real-time reforecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals/business objectives for a multi-site operation
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
- Compares results to forecast and identify opportunities for improvement
- Provide daily/intra-day performance reports to leadership
- Manages a team with 5 RTAs
- Responsible for providing Short term Forecast to Leadership
- Providing analysis to Volume trend and recommendation to Recruitment team for hiring plans
- Providing schedule recommendation to leadership to ensure coverage of support for the Account.
Workforce Real Time Analyst
QBE GSSC.,CEBU City
05.2016 - 01.2019
- Responsible for day to day workforce scheduling within the contact center
- This position is responsible for measuring real-time adherence, managing call flow & adjusting schedules in an accurate & timely fashion
- Performs continual analysis of current performance and conduct real-time reforecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals/business objectives for a multi-site operation
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
- Compares results to forecast and identify opportunities for improvement
- Provide daily/intra-day performance reports to leadership
- Graveyard Shift
Workforce Specialist 1
VXI GLOBAL HOLDINGS, B.V., QUEZON City, Metro Manila
08.2014 - 04.2016
- Responsible for day to day workforce scheduling within the contact center
- This position is responsible for measuring real-time adherence, managing call flow & adjusting schedules in an accurate & timely fashion.
Customer Service Specialist
VXI GLOBAL HOLDINGS B.V., DAVAO, DAVAO Del Sur
10.2013 - 08.2014
- Ensure to provide excellent customer service through phone in timely and accurate manner
- Serve as liaison between customer support team, management and customer to improve customer service and business productivity
- Assist directly or route customers to the appropriate personnel for assistance
- Ensure customer satisfaction by meeting customer needs in courteous and timely manner
- Track, follow-up and resolve customer’s outstanding issues in a timely fashion.
Agricultural Coffee Technician/Researcher
HELPMATE SERVICES INC/ NESTLE AGRISERVICES INC.Tagum City, Davao Oriental
07.2012 - 10.2013
- Provide free training to farmers about latest technology in coffee production
- Conducts research studies/trials for coffee production
- Facilitate farmers to pass the 4C verification.
Education
Bachelor of Science - Agriculture
Central Mindanao University, Maramag, Bukidnon
04.2001 - 05.2012
Skills
Communication Skills
Knowledge in MS Office Applications
Zoom, Slack, Skype
WFM Tools (IEX, AVAYA CMS, ICBM)
G Suite (Gsheets, Gdocs, Gforms)
Team Leadership
Operations Management
Strategic Planning
Performance Management
Time Management
Staff Development
Workforce Management
Customer Relationship Management (CRM)
Staff Management
Verbal and written communication
Negotiation
Salesforce Management
Teamwork and Collaboration
MS Office
Multitasking
Positive Attitude
Multitasking Abilities
Computer Skills
Customer Service
Adaptability and Flexibility
Excellent Communication
Team Collaboration
Problem-solving aptitude
Effective Communication
Work Planning and Prioritization
Analytical Skills
Personal Information
- Date of Birth: 04/29/88
- Nationality: Filipino
- Marital Status: Single
Languages
English
Bilingual or Proficient (C2)
Timeline
Rostering Manager
The Careside
11.2023 - Current
Data Operations Annotator
DATAFOX/ ORACLE
08.2019 - 06.2020
Workforce Analyst I (RTA Lead, and Planning and Scheduling Specialist)
CONCENTRIX PH., CDO City
02.2019 - 07.2019
Workforce Real Time Analyst
QBE GSSC.,CEBU City
05.2016 - 01.2019
Workforce Specialist 1
VXI GLOBAL HOLDINGS, B.V., QUEZON City, Metro Manila
08.2014 - 04.2016
Customer Service Specialist
VXI GLOBAL HOLDINGS B.V., DAVAO, DAVAO Del Sur
10.2013 - 08.2014
Agricultural Coffee Technician/Researcher
HELPMATE SERVICES INC/ NESTLE AGRISERVICES INC.Tagum City, Davao Oriental
07.2012 - 10.2013
Bachelor of Science - Agriculture
Central Mindanao University, Maramag, Bukidnon
04.2001 - 05.2012
Manager of Operations
TIGERCLAIMS MANAGEMENT
2 2019 - 2 2024