Marvin Endriga
Operations Manager
Obando
Summary
To be a part of an organization which is known for stability and provides an environment for developing the full potential of its employees. To obtain a position where I can showcase ability and collaborate within and across team with projects that would help improve the business.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Team Leader - Provider Services
Optum
10.2024 - 05.2025
- Company Overview: Employer Health Care Plan
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Team Leader - Operations
American Express
05.2022 - 10.2023
- Company Overview: Credit Card Services
- Lead the Customer Engagement Coaching Pillar and implemented action plans to drive positive results.
- Supported 15-25 agents in day-to-day operations metrics such as Customer Satisfaction, Average Handle Time and First Call Resolution among others.
- Developed strategic and creative briefs such as refresher courses to improve business metrics in partnership with different LOBs across different sites.
- Created Weekly and Monthly reports focused on coaching effectiveness and improvement opportunities.
- Leveraged cross-function collaboration and strong interpersonal skills foster deep relationships, and build trust.
Interim Team Leader
American Express
01.2022 - 04.2022
- Company Overview: Credit Card Services
- Managed a Team of 15 agents on coaching metrics and identifying behaviors affecting their performance.
- Took Escalation Calls and provided feedback to decrease month-on-month escalations.
- Handled New Hires and assessed their individual performance resulting in 100% endorsement to production.
- Ideated projects for increased agent engagement.
- Conducted refreshers and calibration sessions.
Training Support Coach
American Express
02.2021 - 12.2021
- Company Overview: Credit Card Services
- Acted as Subject Matter Expert for process related question.
- Handled mini-teams of Customer Care Apprentices and provided real-time assistance to new hires in both classroom training and nesting phases.
- Evaluated the teams' individual and wholistic performance, and consistently provided knowledgeable and consultative coaching to meet the goals for Production.
- Facilitated team discussions and trainings to lead the team through change and updates on processes, policies and procedures.
Customer Care Professional
American Express
02.2018 - 01.2021
- Company Overview: Credit Card Services
- Boosted customer retention levels by providing tailored recommendations for additional products or services that met their unique requirements.
Customer Service Specialist
JPMorgan Chase & Co.
01.2017 - 01.2018
- Company Overview: (Credit Card Services)
- Job Description: Responded to customer requests for products, services, and company information.
Subject Matter Expert
United Health Group
02.2015 - 12.2016
- Company Overview: (Health Care Exchange)
- Job Description: Acted as go to person for process related question.
Tier 1 Customer Service Representative
United Health Group
08.2014 - 01.2015
- Company Overview: (Health Care Exchange)
- Job Description: Responded to customer requests for products, services, and company information.
Tier 1 Customer Service Representative
Sitel Philippines
01.2013 - 06.2014
- Company Overview: (Bell Canada)
- Job Description: Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Nursing
Manila Central University
01.2005 - 01.2009
Skills
- Microsoft Office Applications
- Coach/Mentor
- Time Management
- Team Development
- Professionalism
- Collaboration
Certification
Situational Self Leadership Development - United Health Group
Timeline
Team Leader - Provider Services
Optum
10.2024 - 05.2025
Team Leader - Operations
American Express
05.2022 - 10.2023
Interim Team Leader
American Express
01.2022 - 04.2022
Training Support Coach
American Express
02.2021 - 12.2021
Customer Care Professional
American Express
02.2018 - 01.2021
Customer Service Specialist
JPMorgan Chase & Co.
01.2017 - 01.2018
Subject Matter Expert
United Health Group
02.2015 - 12.2016
Tier 1 Customer Service Representative
United Health Group
08.2014 - 01.2015
Tier 1 Customer Service Representative
Sitel Philippines
01.2013 - 06.2014
Bachelor of Science - Nursing
Manila Central University
01.2005 - 01.2009
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