NIKKO DELFIN
Pasig, Metro Manila,00
Summary
To Secure a responsible career opportunity to fully utilize my skills and knowledge, while making a significant contribution to the success of the company.
Overview
8
8
years of professional experience
Work History
Quality Assurance Specialist
Everise PH
Mandaluyong City, Metro Manila, Philippines (Remote)
12.2019 - Current
Scope of LOB
- Assisting beneficiaries/members such; refills, mail order status, updated Addresses, phone numbers and Email address.
- Assisting Beneficiaries to check tier level of all medications on formulary list.
- Checking costs both Mail order (MOR) and point of sale (POS).
- Obtaining new prescription from doctor’s office both MOR and POS.
- Assisting One-time Payment.
- Assisting Good Cause Re-instatement.
QUALITY ASSURANCE ANALYST
- Call monitoring
- Facilitating call calibration.
- Engagement with the client about process improvement.
- Team huddles (at least once a month).
- Coaching One-on- One
Customer Retention Specialist
CONCENTRIX
Eastwood city Quezon city, Ph
12.2018 - 03.2019
- Processing cancellation of subscriptions.
- Process an order and customize kit.
- Providing Benefits and Coverage.
- Checking account Eligibility
- Setting up an account.
CSR
SEQUENTIAL TECHNOLOGY INTERNATIONAL
Eastwood city Quezon city, Ph
07.2018 - 11.2018
- Checking order status and activation.
- Upsell and place an order.
- Payment Processing.
- Online website Assistance
- Check order status.
Education
Bachelor of Science - Bachelor in Agriculture Technology
Sultan Kudarat State University
Isulan, Province Of Sultan Kudarat, Philippines03-2017
Skills
- Process Improvement
- Adaptability
- Call Monitoring
- Problem-solving abilities
- Excellent communication skills
- Identifying the root cause of issues
- Thinking through complex problems to devise effective solutions
- Strong documentation skills
- Five9 – Verint
- Salesforce
- CRM
- Rx wizard
- Excel
- Microsoft words
- Power Point office
- Peoplesafe
- SharePoint
Accomplishments
Agricultural Intern (International Program)
Agrostudies International Training Center / AICAT – Sdot Yam, Israel
October 2015 – September 2016 (12 Months).
- Managed and maintained cutting-edge automated drip irrigation systems, fertigation networks, and climate-controlled greenhouse technologies.
- Pest & Disease Control, Livestock Husbandry (if Animal Science track), Post-Harvest Loss Reduction.
NC II Certification
- Small and Large Ruminant
- Poultry
PROMOTION's
- Part of SENIOR ASSIST TEAM(SRT) and click to chat (c2c). - October 2020.
- Promoted as QUALITY ASSURANCE ANALYST. - December 2021 – Present.
- Operation's Supervisor May 2024-2025
Timeline
Quality Assurance Specialist
Everise PH
12.2019 - Current
Customer Retention Specialist
CONCENTRIX
12.2018 - 03.2019
CSR
SEQUENTIAL TECHNOLOGY INTERNATIONAL
07.2018 - 11.2018
Bachelor of Science - Bachelor in Agriculture Technology
Sultan Kudarat State University