Cristine Delagon

CRISTINE M. DELAGON Mobile Number : - Email:- WORK EXPERIENCE ——————————————————————— OPTUM GLOBAL SOLUTIONS October 11, 2020 – Present CE Manager – Special Project (AWV/HC/SDoH) Providing guidance and leadership to 15 Auditors Coach and develop auditors on properly tagging the credits for the advocates Client communication, sending reports about coaching status and timeline. Operations support, providing guidance on the opportunities of the advocates and guidelines on coaching sessions. Does administrative work in managing the team including attendance and performance management OPTUM GLOBAL SOLUTIONS June 15, 2019 – October 11, 2020 Assistant Manager – MA East/MA West In charge of performance management of 21reps Coach and develop advocates to deliver excellent customer experience and filing of verbal grievances Provides real time assistance and weekly developmental coaching sessions to the advocates Call listening and real time feedback for immediate results Does administrative work in managing the team including attendance and performance management IBEX GLOBAL SOLUTIONS PHILIPPINES September 2017 – June 15, 2019 Change Agent Team Leader - Leadership Academy Team Assisted Operations Managers with day to day tasks Took care of onboarding for newly hired Operations Managers and Team Managers made sure they were ready to assume the role Created weekly performance review deck for Operations Manager Audited and ensured that Team Leader daily tasks are done Conducted Triad sessions and gave feedback to Team Leaders and Operation Managers regarding coaching styles Trained newly promoted Team Manager Trainees, took care of onboarding and shadowing to make sure success in their new role Sent end of day reports to SOM to summarize performance of Cluster level and TMs IBEX GLOBAL SOLUTIONS PHILIPPINES May 2015 - August 2017 TEAM MANAGER - DIRECTV/BGIX In charge of performance management of 15-16 reps Drives and ensures daily sales targets are met Provides real time assistance and weekly developmental coaching sessions to the agents Does administrative work in managing the team including attendance and performance management IBEX GLOBAL SOLUTIONS PHILIPPINES June 2012 - April 2015 TRAINER - ALL AT&T TELCO ACCOUNTS instilling knowledge to the new hire agents responsible for creating training materials activating all access needed for the account gathering all necessary requirements IBEX GLOBAL SOLUTIONS PHILIPPINES January 2012 - June 2015 AT&T SouthEast CUSTOMER SERVICE REPRESENTATIVE  providing excellent customer service experience Ensuring all concerns are resolved on a timely manner Recommending additional products and services based on the customer needs TRANSCOM PHILIPPINES September 2011 - December 2011 TalkTalk  Providing excellent customer service experience Ensuring all concerns are resolved on a timely manner VCUSTOMER PHILIPPINES May 2011 - August 2011 Target In charge of taking orders from clients over the phone Ensuring all concerns and issues are well accommodated CONCENTRIX  November 2010 - April 2011 Dish Network BILLING AND LEVEL 1 TECHNICAL SUPPORT Provides information about customers billing and account services  Responsible in providing client support technical issue resolution via phone EDUCATION ———————————————————————-  University of the East AB Journalism CHARACTER REFERENCES ——————————————————————— Available upon request