Angelbert Bataller

• Supervises three sub-teams of ten members with different roles and responsibilities (e.g., Resolutions Team, Claims hotline, and General Support hotline).
• Manages daily operations efficiently by monitoring task completion, allocating resources strategically as needed to achieve desired service levels and accessibility targets.
• Monitors and evaluates at least four customer interactions (phone calls and emails) of team members per month to ensure adherence to quality standards.
• Attends to and resolves customers' feedback and complaints against team members by providing quality end-to-end resolution.
• Provides coaching to members to improve their call quality, customer interaction techniques, and overall performance.
• Collaborates with other departments to ensure seamless project integration and completion.
• Analyzes performance metrics to identify areas of improvement and develop action plans accordingly.
• Leads regular team meetings to discuss progress, challenges, and opportunities for growth, fostering an atmosphere of continuous learning and team dynamics.
• Works closely with senior management to provide valuable input into strategic decision-making processes and process improvements.

As a subject matter expert, part of Resolutions Team's role was to conduct ad-hoc product trainings.

• Delivered classroom training to two batches of new hires for General Insurance line of products.
• Trained existing staff to become subject matter experts, who then provided first-call resolution to customers' complex enquiries.

An initiative that tapped on existing members of Resolutions Team to handle the duties and responsibilities of a Quality Assurance and Compliance Officer.

• Evaluated customer interactions of Customer Service Officers (phone calls and emails) to ensure adherence to quality standards.
• Performed audits to ensure data entry accuracy of a group of twenty Database Officers.
• Investigated customer complaints and performed service recovery to maintain good customer relationship.
• Conducted regular coaching sessions to staff for quality improvement and increased efficiency.
• Conducted periodic reviews of customer feedback to identify recurring issues and propose potential solutions.
• Reviewed and validated customers' feedback and compliments sent through SMS and phone calls surveys.

• A subject matter expert who served as a point of contact for complex issues faced by customer service officers when dealing with customers.
• Attended to and resolved second level escalations by providing timely and appropriate solutions.
• Streamlined internal escalation processes for quicker response times and increased customer satisfaction.
• Collaborated with relevant business units to develop strategies for improving issue identification and resolution through dialogue sessions.
• Income Service Made Different "Distinction" awardee, 2019

• Handled customers' enquiries relating to their General, Health and Life Insurance policies.

• Handled inbound calls enquiries from credit mass market customers and premiere banking clients