Roan Amada
Pasay
Summary
Seasoned Lead Assistant Manager with 12 years of experience in customer service, communication skills enhancement, training and development, team and stakeholder management. Manages administrative and clerical functions, scheduling, logistics, meetings and provide follow-up on important projects and initiatives. Strong organizational and communication skills with attention to detail and accuracy.
Overview
14
14
years of professional experience
Work History
Lead Assistant Manager
EXL Philippines
09.2022 - Current
- Supports projects and account transitions of new healthcare accounts
- Participates in client visits for pitching of new lines of businesses
- Identifies the training gaps between the desired state and the current state of knowledge in developing customized training curriculum
- Oversees quality of deliverables for process training needs of each client area
- Built strong relationships with customers through positive attitude and attentive response.
- Facilitated training for team members through regular coaching and performance appraisals.
- Coordinated weekly meetings for internal and external stakeholders.
- Mentored staff members to foster career growth and professional development within the organization.
- Assisted in recruitment efforts by conducting interviews, assessing candidates' qualifications, and making hiring recommendations based on organizational needs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Assistant Manager
EXL Philippines
07.2016 - 08.2022
- Manages a team of communication coaches in creating, designing, developing, and proposing training content materials and learning pathways targeted in improving communicative competency and customer experience skills
- Conducts Training Needs Analysis (TNA) to identify the communication gaps of the process
- Regularly coordinates with stakeholders in gauging training and coaching efficacy based on their KPIs
- Leads and partakes in business reviews with stakeholders and client visits
Communication Coach
EXL
02.2016 - 07.2016
- Conducts language assessments via interviews and/or call listening sessions to gauge the communicative competency of the associates
- Facilitates communications training to new hires and tenured employees
- Participates in the recruitment process to identify the right profile of associates for certain line of businesses
Customer Service Executive/Process Trainer
EXL
04.2014 - 02.2016
- Answers queries via inbound calls and processes requests of healthcare providers with regard to claims and benefits
- Trains newly-hired employees on the basic foundation and concept of the process handled by the company in preparation for taking inbound calls from medical providers with concerns related to claims and benefits
- Conducts Training Needs Analysis to identify the gaps in
Subject Matter Expert
SPi Global
06.2011 - 02.2014
- Takes inbound calls with regard to customers' concerns on billing and technical aspects of their satellite services
- Trains newly-hired employees on the basic foundation and concept of the account handled by the company with a touch base on upselling strategies
- Upskills tenured employees to a higher level of practice focusing on more complex concerns that require customer service and technical assistance
Education
Bachelor of Arts - Broadcast Communication
University of The Philippines Diliman
04.2011
Bachelor of Arts - Communication
University of the Philippines Baguio
04.2008
Skills
- Proven Leadership Skills
- Professional Email Correspondence
- Coaching and Guidance
- Client Relationship Management
- Facilitator Training Skills
- Curriculum Development
- Effective Coaching Methods
- Instructional Program Creation
Personal Information
- Date of Birth: 12/04/90
- Nationality: Filipino
Timeline
Lead Assistant Manager
EXL Philippines
09.2022 - Current
Assistant Manager
EXL Philippines
07.2016 - 08.2022
Communication Coach
EXL
02.2016 - 07.2016
Customer Service Executive/Process Trainer
EXL
04.2014 - 02.2016
Subject Matter Expert
SPi Global
06.2011 - 02.2014
Bachelor of Arts - Communication
University of the Philippines Baguio
Bachelor of Arts - Broadcast Communication
University of The Philippines Diliman
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