Ervie C.

Oversaw quality assurance by auditing resource cases from vendor counterparts to ensure full compliance with Meta's internal quality guidelines prior to submission. Monitored team performance metrics to identify trends and ensure service level agreements (SLAs) and quality benchmarks were met. Facilitated collaboration between Meta and third-party vendors to address process misalignments and enhance operational workflows.

Managed daily operations to ensure optimal team performance and customer service excellence. Established team goals and promoted accountability, motivating team members towards impactful results. Provided mentorship and coaching to team members with regular feedback aimed at professional development. Tracked key performance indicators (KPIs), implementing strategies for continual improvement. Conducted call listening sessions, offering insights to enhance customer interactions. Analyzed performance reports to steer the team in surpassing customer experience expectations. Advocated for key business initiatives and process improvements to boost efficiency while maintaining quality. Collaborated with other team leads to share best practices and foster overall business success. Engaged in process reviews to identify and mitigate risks, while providing real-time support for process-related inquiries to ensure compliance with operational standards. Managed system maintenance scheduling and ticketing responsibilities and facilitated resolutions to team concerns to sustain a positive work environment. Promoted a culture of continuous learning and development, empowering team members to reach their potential.

Addressed credit card inquiries from US clients and processed customer requests regarding account changes, including updating personal information, setting travel notifications, increasing credit limits, and managing credit card payments.

Processed payroll and taxation details for US clients. Reviewed payroll data for efficiencies and errors to ensure payment accuracy based on recorded hours worked and timely disbursement. Researched complex tax legislation and positions to address specific client needs.

Provided customer service support within the banking sector.

Delivered customer service in the banking industry.

Fulfilled customer service roles in the financial services sector.

Interacted with customers in the health insurance industry.