Reymel Victorio
Davao City, Province Of Davao Del Sur
Summary
Dynamic operations professional with extensive experience at Teleperformance, excelling in process improvement and operational efficiency. Proven track record in training and mentoring teams, enhancing performance metrics, and implementing strategic initiatives that drive customer engagement. Skilled in compliance monitoring and employee supervision, fostering a culture of accountability and excellence.
Overview
11
11
years of professional experience
Work History
Assistant Operations Manager
Teleperformance
03.2022 - 11.2025
- Assisted in managing daily operations, ensuring adherence to company policies and procedures for a health care/insurance account - Health Net.
- Reviewed operational datas to identify trends on CSAT/FCR and other client mandates KPIs
- Supported team performance by coordinating schedules and monitoring workflow efficiency.
- Trained new staff on operational processes and software systems to enhance onboarding experience.
- Collaborated with departments to streamline communication and improve service delivery.
- Attended regular client and company related meetings which discusses actionable items related to operations, customer service and first call resolution.
CSAT Supervisor
Teleperformance
06.2021 - 03.2022
- Collaborated with cross-functional teams to streamline communication and processes - working closely with our Healthcare client.
- Trained on facilitating client need and ask such as timely response to emails, inquiries, and finding root cause on common opportunities and working actionable items to improve KPI.
- Excellent in tracking invalid request e.g. invalid exempt grievance, compliance items and other account specific piece. And, generates monthly reports to provide common opportunities and recommend actionable items to decrease incorrect/invalid requests.
- Implemented process improvements that enhanced workflow productivity as head of a team called FCR Project, which identifies common trends, resolves issues to achieve first call resolution and presents to client on actionable items to increase CSAT scores.
- Conducted regular performance evaluations to identify training needs and opportunities for growth.
- Attended regular client and company related meetings which discusses actionable items related to operations, customer service and first call resolution.
Operations Supervisor
Teleperformance
03.2018 - 06.2021
- Oversaw daily operations to ensure adherence to quality standards and service level agreements.
- Mentored team members on best practices for customer service and operational efficiency.
- Implemented process improvements that enhanced workflow efficiency and reduced operational bottlenecks.
- Analyzed performance metrics to identify trends and drive strategic decision-making initiatives.
Customer Service Representative
Teleperformance
05.2015 - 03.2018
- Assists customer inquiries on benefits, eligibility, medical claims and authorizations types of call
Education
Bachelor of Arts - Political Science
Mindanao State University
General Santos, Province Of South Cotabato, Philippines03-2013
Skills
- Operational planning
- Process improvement
- Operations management
- Operational efficiency
- Employee supervision
- Scheduling and coordination
- Project management
- Compliance monitoring
- Policy enforcement
- Training and mentoring
- Performance tracking
- Customer engagement
- Teamwork and collaboration
Timeline
Assistant Operations Manager
Teleperformance
03.2022 - 11.2025
CSAT Supervisor
Teleperformance
06.2021 - 03.2022
Operations Supervisor
Teleperformance
03.2018 - 06.2021
Customer Service Representative
Teleperformance
05.2015 - 03.2018
Bachelor of Arts - Political Science
Mindanao State University