RUTH ONYCHA L. LABAY

- Healthcare Campaigns Management (Voice/Chat/Email): Medicare, DSNP & PDP | GLP-1 Weight Loss Programs | Mental & Behavioral Health Support

- Spearhead the campaign launch, streamline cross-department communication, and establish standard hiring workflows.

- Generate reports and run governance with accurate, timely data cadence.
- Service Level Agreement (SLA) & Metric Ownership which includes NPS, CSAT, AHT, QA, FCR, Productivity and release rate.
- Specialized Workforce & Capacity Forecasting
- Client Relationship & Business Reviews - Preparing and professionally presenting Weekly, Monthly, and Quarterly Business Reviews to clients and executives, explaining performance trends using deep data analytics.
- Invoice Validation and Revenue Assurance - Reconciling Billable Hours vs. Actual Hours
- Maintain quality service delivery for members and patients.
- Create and update Standard Operating Procedures for campaign processes

- Collaborate with the engagement team to design and implement morale-boosting initiatives and recognition programs.

Operations Supervisor (2019 - 2021)

Operations Customer Expert (2016-2018)

- Healthcare Campaigns Management (Voice and Chat): Individual and Family (IFP) | Employer/Group Plans | Pharmacy | Legacy Insurance Plans

- Served as main operations point of contact across 3 sites – Paranaque, Antipolo and Baguio

- Led process optimizations and targeted action plans that boosted productivity and reduced costs.

- Capacity Planning - analyze volume forecast to provide data driven staffing recommendations

- Lead campaign launch operations and establish robust communication channels with all involved departments.

- Coordinated events and programs to boost employee engagement and participation.

- Retail Account - assisted customers in navigating company website and placing online orders, improving overall user experience.

- Developed strong product knowledge to provide informed recommendations based on individual customer needs.

- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.