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Kelvin M. — Junior Call Center Manager from Philippines

Kelvin M.

Junior Call Center Manager

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Kelvin M. is a skilled call center professional with extensive experience in the telecommunications and healthcare industries. He served as CEO at EZsolutions from March 2019 to January 2021, where he managed Medicare accounts, including DME, CGX, diabetes, and medical supplements, and supervised a team of five to ten agents. During his tenure, he was involved in the entire hiring and training process, along with quality assurance and payroll management. Previously, as a Team Leader at Chronos Strategies HLK, he was instrumental in handling a high volume of inbound calls related to DME braces and led his team to consistently meet high performance indicators. Kelvin’s expertise extends to providing VICI Dialer management, lead management, and effective team handling. Earlier, he served as a Mentor/Trainer at Partnership with Native Americans, where he improved the phone skills of new agents and facilitated donations, underscoring his capability in cold calling and team motivation. His educational background in Marine Transportation and BS Programming further complements his technical and operational prowess.

Experience

  • CEO

    EZsolutions · 2019 — 2021
    Managed various Medicare accounts including DME, CGX, Diabetes, and Medical supplement. Oversaw five to ten agents across different areas of the Philippines and collaborated with hiring, training, quality assurance, payroll, and IT departments.

  • Team Leader

    CHRONOS STRATEGIES HLK · 2017 — 2019
    Handled inbound calls from patients seeking DME braces following letters and TV commercials. Processed requests for braces and maintained communication with the operations manager. Managed a significant number of agents and supported team performance by monitoring calls, coaching agents, and conducting interviews. Held morning discussions to motivate the team before shifts.

  • Mentor/ Trainer

    PARTNERSHIP WITH NATIVE AMERICANS · 2015 — 2017
    Conducted outbound cold calling using a predictive dialer to assist Native Americans on reservations. Reported to the team leader and became regularized after two months due to high pledge returns. Promoted to Mentor/Trainer after seven months; provided training to new employees and retrained senior agents to enhance their performance and meet KPIs.

Skills & Expertise

Healthcare SalesSalesCall Center

Education

  • Bachelor of Science in Marine Transportation
    PHILIPPINE MARITIME INSTITUTE COLLEGES · 2001 — 2004
  • BS Programming
    AMATELECOMMUNICATIONS · 2000 — 2001