Ferdinand Manimtim

I started off my career as a customer service associate 12 years ago with AIG SHARED SERVICES Business processing office where I performed in answering inbound calls from Life Insurance policy owners inquiring about their purchased life insurance plans sold to them by our various accredited life insurance agents from American general life. I also assisted Family members who are listed as beneficiaries in filing a death claim or an accident claim. In that role, a major accomplishment I’m most proud of was that I got several KUDOS awards from callers to the point that they even wrote to the companies CEO acknowledging my effort in extending an extra mile in resolving their issues with their life insurance policies. This achievement earned me a title of Mr. KUDOS thus whenever there would be a need for trainees to listen to calls and how it needs to be handled, they always pull up my recording for sample presentation.

         I moved up the corporate ladder and in no time got promoted to senior customer service specialist. In this role, I was in charge in mentoring my fellow teammates in dealing with several process changes that would greatly affect call handling, and all metrics set forth by our process owners. One of them is QUALITY. On a monthly basis, I was always top on the quality list of call center specialist in our team and either second or third overall in the entire call center for that company. This is where a developed a keen sense of call observation, thus my supervisor recommended me to be the teams quality analyst to do call reviews. With proper coaching, real time call observation am proud to say that for the past 3 years, our team was always no. 1 in quality reviews. I understand that for this position you’re hiring for you’re looking for someone with strong process improvement skills and a person who can be on top on all his deliverables