Ricardo III Nasiad
Production Team Leader
Caloocan City, Metro Manila
Summary
Dynamic Production Team Leader at TDCX with a proven track record in streamlining operations and mentoring staff. Skilled in analytical thinking and client relationship management, I consistently exceed performance goals while fostering a collaborative team environment. Recognized for imposing standard processes and delivering exceptional service in high-pressure situations.
Knowledgeable Financial Advisor with comprehensive background in insurance sales and client relationship management. Proven success in developing tailored insurance solutions and efficiently handling policy administration. Demonstrated skills in risk assessment and customer service excellence.
Overview
9
9
years of professional experience
Work History
Production Team Leader
TDCX
02.2021 - 10.2023
- Maintained open lines of communication with upper management, reporting progress updates on key metrics regularly.
- Conducted root-cause analysis on any identified issues during quality evaluation, taking corrective action promptly.
- Mentored new employees, providing them with the necessary knowledge and guidance to become effective members of the production team.
- Streamlined operations realizing significant improvements in production flow.
- Evaluated employee performance regularly, providing constructive feedback and opportunities for growth or advancement.
- Led the team to consistently meet deadlines and exceed performance goals.
- Experienced in using AMADEUS as the main booking platform/system.
Licensed Insurance Agent
PRULIFE UK
12.2021 - Current
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Provided coverage option information to assist clients in protecting assets.
- Calculated quotes and educated potential clients on insurance options.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Achieved high client retention rates by consistently delivering exceptional service and support throughout the policy lifecycle.
Customer Service Representative
Continuum
02.2019 - 11.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for reservations, services, and company information.
- Assisted customers in navigating company website and booking hotels and car reservation online, improving overall user experience.
Customer Service Representative
WNS Global Services
02.2017 - 02.2019
- Responded to customer requests for bookings, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Science - Marine Transportation
Asian Institure of Maritime Studies
Pasay, Metro Manila, Philippines 04.2001 -
Skills
Insurance sales expertise
Client relationship management
Teamwork and communication
Time management
Strong work ethic
Adaptability and flexibility
Organizational skills
Analytical thinking
Troubleshooting
Flexible schedule
Mentoring
Timeline
Licensed Insurance Agent
PRULIFE UK
12.2021 - Current
Production Team Leader
TDCX
02.2021 - 10.2023
Customer Service Representative
Continuum
02.2019 - 11.2021
Customer Service Representative
WNS Global Services
02.2017 - 02.2019
Bachelor of Science - Marine Transportation
Asian Institure of Maritime Studies
04.2001 -