Jimande M.
Senior Customer Service and Operations Manager
Open to offersNew to PlatformAbout
Jimande M. is a seasoned professional with over 10 years of experience in customer service and operations management. He has demonstrated expertise in leading cross-functional teams, particularly in the healthcare and telecommunications industries. While serving as a Team Lead at Strategic Office Support, Jimande managed a team of over 50 virtual healthcare professionals, ensuring top-tier service delivery and maintaining robust client relationships. His role as an Implementations Specialist highlights his proficiency with insurance portals and EMR systems, allowing seamless integration and onboarding processes. In his position as a Supervisor at Conduent, he oversaw a team of 15-20 agents, fostering staff development and driving process improvements in a Telco account. Jimande has also excelled in managing customer relationships as an Operations Agent at DHL Express, focusing on logistics and import/export processes. His solid foundation in leadership, client success management, and operational excellence is reflected throughout his career.
Experience
Team Lead
Strategic Office Support · 2023 — 2026Led a cross-functional team of over 50 healthcare VA professionals across six departments, ensuring effective execution of offshore client tasks and service delivery standards. Developed team performance through coaching and mentoring, in collaboration with HRD and OM. Maintained client relationships as the primary contact, addressing needs and pursuing new business opportunities. Prepared and presented productivity reports to management and clients, ensuring transparency with key performance indicators and business objectives. Served as a subject matter expert for US healthcare clients, handling tasks including benefit verification, order intake, and insurance verifications, while analyzing workflows to recommend client-tailored solutions.Supervisor, Customer Experience
Conduent · 2022 — 2023Oversaw a team of 15-20 customer service agents for a Telco account, which involved coaching, KPI tracking, and performance evaluations. Worked closely with QA and Training teams to maintain process alignment and support staff development. Organized stakeholder meetings and conducted business reviews to analyze site performance and identify improvement opportunities.CSR 2
Manulife Business Process Services · 2022 — 2022Provided financial expertise in group retirement services for a Canadian account by managing inbound calls and processing financial transactions with an emphasis on accuracy and customer satisfaction.Operations Agent
DHL Express Phils Corp · 2022 — 2022Handled customs import/export operations and developed client relationships through on-site visits to evaluate and address logistics requirements.Team Lead, Service Delivery
Teletech · 2015 — 2022Managed a team of 30 inside tele-sales representatives focused on ICT product sales, ensuring that performance met sales targets. Assigned daily sales leads and monitored revenue closely while fostering motivation through client incentives and engagement programs. Focused on the coaching and development of high-performing sales professionals.Senior Team Lead/Assistant Operations Manager
c/o · 2021 — 2022Conducted business reviews with stakeholders to evaluate site performance and develop new project timelines while providing forecasts for sales revenue.Customer Service Rep
Qualfon Philippines Inc. · 2013 — 2014Delivered technical support for a US Telco account through inbound calls.
Education
- Bachelor of Science in Aviation Electronics TechnologyPhilippine State College of Aeronautics · 2009 — 2013