At Manila Water Philippine Ventures, I managed customer service performance for an assigned business unit against company and regulatory targets. I also monitored the outsourced service provider and implemented service program improvements.
I led complaints resolution and worked with cross-departmental teams to recommend proactive solutions for customers across Luzon, Visayas and Mindanao.
At Manulife Business Processing Services (now Manulife Global Solutions), I served as the primary operational contact for 401(k) plan sponsors and TPAs. I coordinated plan administration, client communications and custom reporting.
I tracked plan issues through resolution, maintained participant and contract records with accuracy and confidentiality, and contributed to process improvements. I also helped develop group-wide ticketing processes at Manila Water Philippine Ventures.
