Joaquin Mary. David

• Conducted medical camps, provided concierge services on the ground level, and collaborated with hospitals, clinics, and diagnostics.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Negotiated pricing for medicines, vaccines, etc., from the vendor so as to benefit the company.
• Supervised daily operations, including scheduling shifts and assigning duties for phlebotomists, doctors, and nurses for the medical camp's purpose.
• Managed customer service inquiries and complaints in a timely manner.
• Developed a system for tracking inventory and ordering supplies as needed.
• Upload and send medical reports to employees with the given turnaround time.
• Maintained up-to-date knowledge of company products and services.

• Oversaw quality control to identify inconsistencies and malfunctions.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Conducted regular performance reviews to assess individual team member progress.
• Participated in regular meetings with senior leadership to provide updates on team progress.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
• Held weekly meetings with team members to review project updates, discuss issues, and brainstorm solutions.
• Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
• Resolved conflicts between team members in an effective manner.
• Maintained positive working relationship with fellow staff and management.
• Reviewed completed work to verify consistency, quality, and conformance.
• Created training materials and conducted group trainings on new processes or procedures.
• Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
• Implemented strategies to take advantage of new opportunities.
• Resolved customer complaints in an effective manner while maintaining a high level of customer service.
• Coordinated daily operations, ensuring team adherence to company policies and procedures.
• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
• Completed daily quality assurance duties to provide feedback for improvements.
• Analyzed key performance indicators to identify effective strategies.
• Offered training and support to keep team members motivated and working toward objectives.
• Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
• Facilitated training sessions for new employees on company policies and procedures.
• Maintained a positive work environment that promoted collaboration between team members.
• Identified needs of customers promptly and efficiently.

• Resolving queries and updating customers on product warranties through calls.
• Dealing with warranties for the product.
• Handled escalation calls from customers methodically.
• Training new joiners on process and product knowledge.
• Handled a team as a team coach for regional language.
• Handled the chat process and also managed to chat with five customers at a time, rendering a 95% CSAT.
• I worked on the Haptik tool and installed system-generated chat sentences that help reduce time consumption and provide quick resolutions by rendering 100% CSAT.

• Direct contact with clients.
• Subject Matter Expert in Supra Business-to-Customer process (B2C).
• Allocating batches for the individuals to perform their tasks.
• Handling outbound calls and emails to U.S. Residential customers are to collect payments for outstanding invoices.
• Generating various daily and monthly reports.
• Supporting the AR process of Carrier Refrigeration (UK), which is a business-to-business (B2B) process.
• Knowledge transfer to new joiners.
• Implemented time-saving concepts in the process.

I was promoted to UTC HR-Connect as a reward for the efficient work outcomes from the B2C process.

• Direct contact with HR.
• Payroll-related queries and HR-related queries.
• Password reset is done, and calls are made.
• Solved technical queries on calls and emails.
• General profile updates on the Workday tool.
• Follow up on tickets and emails sent by HR and customers.

daily basis.