VA Profile -- Menchie Mandin
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"I am a BPO veteran with a little over 12 years of experience in this industry. Bulk of my BPO experience has a lot to do with the Insurance Industry, particularly with the Property and Casualty Insurance Vertical. More or less 7 years working for the Insurance Vertical. I started providing information to Insurance Agents as a Customer Service Representative for a Business to Business process. We covered Billing and other General Questions pertaining to insurance coverage of Insured individuals. Eventually, my role in the Insurance Line of Business has evolved to being a Subject Matter Expert and a Team Leader.
I was a Process Trainer for a Financial Account. North Americans have what they call Annuities and what is known to be a retirement plan, in a layman’s terms. I was promoted as a Process Trainer, got my first-hand experience in the US for the Train-the-Trainer program. I have successfully disseminated the information to my trainees, both knowledge and skills, for them to perform the task at hand. Part of the trainer’s role is not only to train new hires the knowledge and the skills in a classroom setting but also to provide and look for ways to continuously improve the business process as a whole. A great sense of coordination with the Operations Department and other support Department encompasses a good Process Trainer.
I was an Inbound Sales Associate for three and a half years. My very first role in the BPO industry was with a prominent Computer Company in the United States. This is where I developed my keenness for quality, integrity and providing excellent customer experience all at the same time. Knowledge in the products we sell, being able to cross sell and upsell products and convince customers to purchase are some of the key fundamental abilities to have to be successful in this area. Overall, the wealth of experience I have combining all the different line of businesses can be summarized into three main points, Product Knowledge, Quality Outcomes and Excellent Customer Experience."
