Roy Alcantara
Senior Support Manager
Muntinlupa City,RIZ
Summary
Dynamic Timecard Support Manager at SnapCare with a proven track record in enhancing clinician satisfaction through decisive problem-solving and quality controls. Spearheaded process improvements, reducing complaints significantly while fostering teamwork and collaboration. Expert in stakeholder management and staff development, driving efficiency and service excellence in support operations.
Overview
5
5
years of professional experience
Work History
Timecard Support Manager
SnapCare
05.2025 - 10.2025
- Managed specialist team to provide technical assistance and customer service.
- Reduced clinician complaints by implementing proactive troubleshooting strategies and preventive measures.
- Monitored employee and clinician interactions to assess quality of service.
- Created, prepared, and delivered reports to various departments.
- Championed process improvements through regular evaluations and recommendations, leading to overall better service delivery.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Enhanced clinician satisfaction by effectively resolving support tickets and addressing concerns.
Timecard Support Supervisor
SnapCare
10.2024 - 05.2025
- Reduced clinician wait times by implementing automated ticketing systems and prioritizing urgent requests.
- Reviewed clinician feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
- Spearheaded cross-functional initiatives aimed at improving overall product quality, leading to reduced support requests from customers.
- Implemented a knowledge management system to centralize information resources for easy access by the support team.
- Enhanced clinician satisfaction by promptly addressing and resolving support issues.
- Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
Timecard Support Supervisor
Tiburon Data
05.2023 - 10.2024
- Streamlined support processes for increased efficiency and improved response times.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Developed staff training programs to ensure consistent service quality across the team.
- Reduced clinician wait times by implementing automated ticketing systems and prioritizing urgent requests.
- Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Managed a team of support professionals, fostering an environment of collaboration and growth.
- Collaborated with other departments to address clinician needs holistically and provide comprehensive solutions.
- Coached employees through day-to-day work and complex problems.
Call Center Supervisor
Tiburon Data Company
03.2022 - 05.2023
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Trained team members on performance metrics and consumer behavior identification.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
Call Center Representative
Tiburon
12.2020 - 03.2022
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Education
High School Diploma -
Port Richmond Highchool
Staten Island, NY 05.2001 -
Skills
Customer service
Decisive Decision-making
Quality controls
Stakeholder management
Policy enforcement
Teamwork and collaboration
Office administration
Problem-solving
Document management
Performance management
Staff management
Team development
Timeline
Timecard Support Manager
SnapCare
05.2025 - 10.2025
Timecard Support Supervisor
SnapCare
10.2024 - 05.2025
Timecard Support Supervisor
Tiburon Data
05.2023 - 10.2024
Call Center Supervisor
Tiburon Data Company
03.2022 - 05.2023
Call Center Representative
Tiburon
12.2020 - 03.2022
High School Diploma -
Port Richmond Highchool
05.2001 -