REGIE CASTELLANO

• Intermediary of client to insurer requests and vice versa
• Assess and verify application requirements/documents for addition, corrections and deletion of members for smooth and seamless process.
• Request for quotations to insurers for individual clients
• Process addition, corrections and deletion requests using insurers' CRMs.
• Request and retrieve policy card copies and COCs (Certificate of Continuity) and share with clients
• Request for invoices from insurer and send invoices to clients for payments.
• Filing of invoices and uploading Invoices into the Billing System.
• Filing clients' documents and interactions
• Coordination and Administrative task

• Sales Operations- Communicate to new and existing clients to offer training courses.
• Evaluate courses’ prerequisites and recommend appropriate training courses for students.
• Assist students on their onboarding.
• Coordinate with teachers to open courses/training programs
• Arrange training schedules for students and teachers
• Administrative tasks

• Assist customer regarding bill issue and enquiries through email or chat.
• Call customers to recover Bad Debt Accounts.
• Sales and retention assistance
• Complaint handling
• Provide technical support on customer’s mobile and home service issues (internet, Landline and Cable TV).
• Router Configuration, Computer Desktop Troubleshooting, Mobile phone and TV set up and troubleshooting.

(AI COORDINATOR) August 2019- April 2020

• Administration support
• Data analysis on the performance of Etisalat Virtual Assistants
• Responsible for machine learning of Etisalat Virtual Assistants
• Study and create process design
• Provide solutions/recommendations
• Prepare use cases and co-create UX designs
• Facilitate and perform parallel user-acceptance testing
• · Draft responses for the Virtual Assistant

• Worked as assistant supervisor for wellness program for underperformers. Conducted coaching sessions, performance evaluation and Point of Contact..
• Subject Matter Expert- provides support for process related queries focusing on newly hired representatives
• Assists customers with their technical and account issues such as connectivity, signal, device, speed, account inquiries and billing issues.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Escalated complex issues in line with internal best practices for swift resolution.