Shielamae Samonte

Experience

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  Conduent

  Jan 2011 - Sept 2020

  - Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.- Meets customer service financial objectives by forecasting requirements; preparing incentive;; initiating corrective actions.- Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.- Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.- Accomplishes information systems and organization mission by completing related results as needed Show less Work Description:• Provide developmental feedback and ongoing training to Customer Service Representative based on call monitoring and tracking productivity scores.• Directly supervises Customer Service Representatives. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.• Maintain team motivation through continuous feedback, positive reinforcement, and incentive contests.• Manage performance on specified programs to defined company and client standards.• Resolve customer concerns.• Monitor and enforce Customer Service Representative schedule adherence and timely and accurate account of payroll hours. Update the Daily Rosters with schedule exceptions throughout the day. • Identify areas of opportunity within the team(s) to develop and implement comprehensive action plans. Provide Operations Manager with documentation that supports the progression of a CSR on action plans.• Analyze performance through report generation, logging, and accurate tracking of all call statistics. Provide feedback to Operations Manager, Account Executives, and Trainers on areas to improve productivity and procedures.• Assists Operations Manager in managing performance on all programs to meet and exceed all client and company expectations. Assisting Operations Manager in ensuring Key Performance Indicators (KPI) are achieved. • Required to attend weekly and daily conference calls to update the clients regarding the stats of the whole program from training to productions. • Provides action plans for the improvement of the program as a whole. • POC for system related concerns or system issues. Required to attend to system testings, conference calls with Xerox ITs and Humana ITs. • Certified master coach Has an ongoing six sigma project Show less

  • Operations Manager

    Nov 2014 - Sept 2020

  • Customer Care Supervisor

    Jan 2011 - Oct 2014
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  Cardinal Health

  Sept 2020 - May 2022

  Operations Supervisor
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  Optum

  May 2022 - now

  Sr. Service Account Manager