Joel Lapidario

Joel Lapidario Summary Manila- Summary Focused and well-oriented individual who’s not settled with mediocrity and aim for excellence through understanding individual differences and their weaknesses and strength Work Experience Quality Analyst Conduent - Pasay October 2018 to Present Quality Analyst – MCC October 2018-Present Conduent Philippines • • • • • • Auditing calls for onshore representative Providing feedback to the agents to improve the quality scores Consolidate weekly Markdowns and identify areas for improvement Initiate action plans to reduce markdowns Create actions plans for trending markdowns Create alerts and reminders to cascade to the agents Subject Matter Expert (SME) Conduent - Pasay January 2018 to October 2018 Subject Matter Expert January 2018-October 2018 Conduent Philippines • • • • Monitor and supervise team performance Assist team leader / supervisor Response to the urgent concern of the agents Escalation process Coached and provide feedback to agent Customer Care Assistant Conduent - Pasay July 2016 to December 2017 Customer Care Assistant July 2016- December 2017 Conduent Philippines • • • • Answer telephone call by the provider while they are getting benefit and verifying claim status. Resolved claims that are processed in error. Provide accurate benefits in provider for their patients Give options to the providers on how to resolve their claims. Education Bachelor's in Education - Major in Social Science The National Teachers College - Manila June 2012 to March 2016 Skills • • • • • • • • • • Microsoft Office Microsoft Excel Microsoft Powerpoint root cause analysis Auditing Customer Service Management Teaching Project Management Process Improvement Awards Recognition and Awards Recognition and Awards • • • • • • • • • • • • • • • CONDUENT Rock stars and Next Gen Recognition Award (October,2019) CONDUENT TOP 4 for 40’40 Learning Challenges (Global) (July, 2019) Process Improvement Analyst Training Program (January, 2020) Frontline Leadership Development Program (November, 2019) PCC Tier 2 Training and Nesting Program (July, 2017) PCC Tier 2 Top 2 Agent (November, 2017) PCC Tier 2 Top 2 Agent (October, 2017) PCC Tier 2 Top 2 Agent for 4th Quarter of 2017 (December, 2017) MCC TOP Quality Analyst (April, 2019) MCC TOP Quality Analyst (May, 2019) MCC TOP Quality Analyst (June, 2019) MCC TOP Quality Analyst (August, 2019) MCC TOP Quality Analyst (October, 2019) PCC Tier 1 Training and Best in Nesting Program (September, 2016) PCC Tier 1 Training and Nesting Program (September, 2016) • PCC Tier 1 Training and Most Reliable Agent (September, 2016)