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Von A. — Mid-Level Call Center Supervisor from Philippines

Von A.

Mid-Level Call Center Supervisor

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Von A. is a seasoned Call Center Supervisor with proven proficiency in managing teams within the healthcare and telecommunications industries. At Asurion, Von led a team of call center representatives, steering them towards high performance and ensuring customer satisfaction through strategic daily operations management. His expertise in data management and billing compliance was honed at Change Healthcare, where he efficiently handled inbound medical support, appointments, and patient information using systems like EPIC and CITRIX. As a Customer Experience Expert at Alorica, Von played a pivotal role in training and mentoring new hires, improving call quality, and troubleshooting complex customer issues. Known for fostering a collaborative team environment, he excels in leveraging KPI data to implement performance enhancements. Von's leadership has consistently driven process improvements, increased customer adoption of tech solutions, and cultivated a positive and accountable team culture.

Experience

  • Call Center Supervisor

    ASURION · 2023 — 2026
    Led a team of call center representatives, focusing on high performance and customer satisfaction in a dynamic environment. Oversaw daily operations, including call flow management and staffing, while managing escalations to ensure uninterrupted service delivery. Monitored KPIs and utilized data insights for process improvements to enhance efficiency and productivity.

  • Patient Access Representative

    CHANGE HEALTHCARE · 2023 — 2023
    Managed inbound calls by scheduling appointments and directing inquiries effectively. Entered patient information accurately using EPIC, CITRIX, and other systems. Addressed billing concerns, appropriately transferred calls, and ensured strict compliance with HIPAA regulations.

  • Customer Experience Expert | SME (Mentor)

    ALORICA (T-MOBILE) · 2020 — 2023
    Resolved customer issues related to billing, sales, and technical support efficiently. Provided training and mentorship to new hires through product knowledge sessions, role plays, and call preparation as a Subject Matter Expert. Conducted call audits and delivered feedback aimed at improving customer interactions.

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