Eduard R.
Mid-Level Operations Manager, Healthcare Services
Open to offersNew to PlatformAbout
Eduard R. is a seasoned Operations Manager with a focus on the healthcare services sector, currently serving at Connext since September 2023. He has a strong educational foundation with a Bachelor's degree in Office Administration from the Polytechnic University of the Philippines. In his role, Eduard co-manages Healthcare Support Specialists, ensuring client staffing and business needs align perfectly with operational efficiency. His expertise includes enhancing performance, improving client satisfaction, and leading operational teams towards exceeding KPI targets. Eduard has a proven track record in managing client relationships, implementing strategic initiatives, and fostering a culture of continuous improvement while delivering outstanding customer service. Previously, as a Senior Team Lead at PSI, Eduard managed technical support for SaaS clients, ensuring SLA targets were met. His technical support background is further highlighted by his time at Alorica and The Results Companies, where he managed teams in customer service and technical support, ensuring high KPI achievements and customer satisfaction.
Experience
Operations Manager
Connext · 2023 — PresentCo-managed Healthcare Support Specialists to ensure optimal performance and timely client needs fulfillment. Managed client relationships while overseeing service requests delivery. Led operational teams to enhance performance and client satisfaction, while fostering a culture of continuous improvement to exceed KPIs. Conducted performance reviews, assessments, and planned capacity to optimize operations. Implemented strategic initiatives by analyzing client processes for service enhancement. Provided coaching and mentorship to team leads and staff, ensuring professional development. Ensured compliance with company policies through regular audits and quality initiatives. Analyzed performance reports to identify trends and improve operational outcomes.Senior Team Lead
PSI · 2021 — 2023Oversaw the Technical Support team, facilitating exceptional service delivery to SaaS clients. Mentored support representatives, providing performance guidance to ensure high service quality. Monitored team metrics to meet and exceed SLA targets and enhanced customer satisfaction. Collaborated with cross-functional teams to resolve complex technical issues, ensuring seamless product support. Analyzed support trends to identify training opportunities and improve service delivery. Reviewed and created Knowledge Base articles to assist clients and support staff. Acted as a point of contact for escalations, ensuring prompt resolution and effective client communication.Team Manager
Alorica · 2019 — 2021Supervised a team in a Technical Customer Support center, focusing on client software and hardware troubleshooting. Managed a team of approximately 15-20 Technical Customer Service Representatives, monitoring phone queue activities and ensuring adequate phone coverage. Scheduled team personnel and managed time off requests. Identified call trends and adjusted team schedules to manage increased call volumes effectively. Conducted daily statistical reporting and monitored service level attainment while promoting First Call Resolutions. Promoted continuous improvement initiatives and ensured adherence to client policies.Supervisor
The Results Companies · 2016 — 2019Provided support to Call Center Agents and their customers while striving to exceed performance targets. Managed a team of over 10 agents, contributing to hiring decisions and coaching for performance improvement. Documented account resolutions and assisted agents with troubleshooting issues. Maintained performance standards required by the client, staying updated with product knowledge. Motivated the team through techniques that promoted morale and team building. Conducted phone call monitoring and coaching to ensure compliance with customer service standards.
Skills & Expertise
Education
- Bachelor in Office AdministrationPolytechnic University of the Philippines · 2007 — 2011
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