Renee Rose Abad
Provider Services Specialist (8 months)
NTT data Services Phils. (formerly Dell Services)
(- |-| PHP 30,000 | Rizal, National Capital Reg
Experience
24 years of total experience
Jun 2016 - Present
(8 months)
Provider Services Specialist
NTT data Services Phils. (formerly Dell Services) | Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Customer Service - General
Position Level
1-4 Years Experienced Employee
- Primarily supports various provider functions.
- Engages with high volume, high visibility providers to ensure provider satisfaction.
- Responsible for supporting various provider services functions.
- Works externally with plan's provider to educate, advocate and engage as valuable partners.
- Responsible for solving provider issues that may cross departmental linr and involves senior leadership.
Feb 2015 - May 2016
(1 year 4 months)
Shift Officer in Charge (SOIC)
Dell International Services Phils.
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Others
Position Level
1-4 Years Experienced Employee
- Secure proper communication to all parties in case any issues arises.
-Secure proper communication to Lincoln in case of any absences or tardiness from the GR Manila Team
- Have constant communication with Lincoln POC’s especially during day shift.
- Assists team members on the inquiries and cases assigned
- Taking escalated calls if needed
- Remind the agents to update ACS cases tracker
- Assists the Operations in rolling out important updates or information to the team
- Assist in APIS reworks
- Real time queue monitoring for all workstream. Call-out agents if needed such as long hold, long ACW, over break, over lunch, over use of personal break and others.
- Re-skill agents if needed
- Coordinate and seek approval from workforce if incase there are any instance that an agent needs to go home early.
- Turnover of shift report to the next Shift officer in charge (SOIC) or Team Lead on duty.
- Sending out hourly SLA to the team.
- Schedules and monitors agent's break, lunch and auxes.
Apr 2012 - Feb 2015
(2 years 11 months)
Customer Care Associate (Sr.)
Dell International Services Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Customer Service - General
Position Level
Fresh Grad /
