Mary Joyce Bacatan

Mary Joyce Bacatan 107 Pineda Compound, Baesa Road Caloocan City, Philippines, 1401-skype: live:bacatan.mjs mobile: - CAREER OVERVIEW Dedicated individual with motivation to maintain customer satisfaction and contribute to company success. CORE STRENGTH An unwavering commitment to company with the ability to build productive relationships and resolve complex issues. Strategic-relationship/partnership-building skills - listens attentively, solve problems creatively, and use the most efficient method to achieve a win-win outcome. WORK EXPERIENCE UNITED HEALTH GROUP (Quezon City) Team Lead November 2014 – July 2018 • Providing assistance to agents on navigating tools and product specific concerns. • Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve metrics while maintaining Quality. • Performed call monitoring and provided trending data to the site management team on a Day-to-Day bases. • Provided performance coaching and implemented strategies for career development • Used quality monitoring data management system for compiling and tracking performances at team and individual levels • Ensure that client and provider issues are dealt with in a timely manner. UNITED HEALTH GROUP (TAGUIG) Quality Analyst August 2013 – Nov 2014 • Listened to calls either recorded live or side-by-side while communicating feedback. • Encouraged good practices and discouraged bad ones. • Identified calls failing to meet predefined standards and identified the problem. • Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy. VXI (Eastwood) Customer Service Representative (February 2012 – November 2012) • Responsible for account security and verification process. • Attracts potential customers by answering product and service questions; suggesting information about the products and services. Convergys Philippines Services Corporation (Manila) Technical Support Representative II (SUBJECT MATTER ESPECIALIST) - Sales and Support Rep II (August 2010 – January 2012) • Participate on a team development programs • Provide information acquisition through formal or informal interviews • Supply source materials, reference items, and supplemental resources to agents • Add richness to the content by offering first-hand field knowledge (anecdotal stories, case studies, best practices, tips and/or “tricks-of-the-trade”) that can be shared with others to improve knowledge exchange and transfer • Meet all agreed-upon turnaround times for deliverables, deliverable reviews, or deliverable sign-off NCO (Quezon City) Technical Support Representative / Customer Service / Billing (November 2009 – July 2010) • Answered customer questions and solved problems according to the company's standardized procedures. • Researched and resolved billing issues efficiently. • Determined charges for services requested, collected payments, and arranged for billing. • Researched and reconciled customer accounts/invoices to ensure accurate and timely billing. • Responsible for initiating and generating support tickets and seeing them to completion. • Provided resolution to the customer's technical issue and complaints EDUCATIONAL BACKGROUND Far Eastern University BS Nursing Manila, Batch - 2009