AMY COLUMNA ANTONIO
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Assistant Manager - Training & QA
Fullerton Healthcare Group Pte Ltd
03.2020 - Current
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored calls and emails to ensure call center agents are interacting with members in accordance with the guidelines.
- Trained new hires to perform cross-training exercises with experienced workers.
- Assessed call center agent’s behavior, counsel, and coach to reduce negative customer experience.
Customer Service Representative
Fullerton Healthcare Group Pte Ltd
03.2017 - 02.2020
- Provided exceptional customer service to policy holders, answering questions and addressing concerns via phone call and email.
- Maintained confidential policy holder, employee and company information in compliance with company policies and regulatory requirements.
- Responded proactively and positively to rapid change.
Quality Assurance Specialist
Process Synergy Inc.
10.2010 - 05.2013
- Analyzed contact center agent output through monitoring, review, and evaluation to ensure compliance to established standards.
- Conducted calibration sessions to ensure synchronization of evaluation methods and ratings with the established standards by the client.
- Implemented process improvements to increase productivity in quality assurance operations.
Customer Service Representative
Process Synergy Inc.
01.2010 - 09.2010
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Teleperformance Philippines
09.2006 - 12.2009
- Answered customer telephone calls promptly to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Education
Bachelor of Science - Industrial Engineering
Polytechnic University of The Philippines
Philippines04.2002
Skills
- Analytical and Critical Thinking
- Course Planning and Materials Development
- Customer Service and Call Management
- Documentation and Recordkeeping
- Employee Performance Evaluations
- New Hire On-Boarding and Training
- Training Method Development
- Written and Oral Communication
Timeline
Assistant Manager - Training & QA
Fullerton Healthcare Group Pte Ltd
03.2020 - Current
Customer Service Representative
Fullerton Healthcare Group Pte Ltd
03.2017 - 02.2020
Quality Assurance Specialist
Process Synergy Inc.
10.2010 - 05.2013
Customer Service Representative
Process Synergy Inc.
01.2010 - 09.2010
Customer Service Representative
Teleperformance Philippines
09.2006 - 12.2009
Bachelor of Science - Industrial Engineering
Polytechnic University of The Philippines
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