BHEBS P. SABLAON has over 10 years of experience in service delivery and customer support roles in the insurance and healthcare industries. He is currently an Assistant Manager at EXL Service Philippines, Inc., where he leads a team, implements process improvements, and ensures quality and productivity standards are met. Previously, he has held roles as a Subject Matter Expert and Customer Experience Specialist. BHEBS P. SABLAON has a Bachelor's degree in Electronics and Communications Engineering and has attended various trainings in areas such as communication, coaching, and Lean principles.

1. BHEBS P. SABLAON
P6-16 1st St. Villamor Airbase Pasay City, Manila, Philippines / Mobile No. 639052202669 / Email Address:
ayannsablaon@yahoo.com.ph
Professional Summary
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Demonstrable experience in leading a team. Experienced in migrations and migrated voice and back office
processes for Life Insurance.10 years experience in Service Delivery. Managed multiple lines ofbusiness in various
processes in Health Care and Life Insurance.Strong resource managementskills.Results and achievementoriented.
Highly motivated,proactive and flexible. Excellent verbal and written communication skills,including rapportbuilding.
Open to giving and receiving constructive feedback.Problem solving and decision making skills.Can work to
deadlines with efficiencyand accuracy. Works flexibly in terms of time and place and has the ability to change
working hours with notice to suitthe needs ofthe business.Proficientusing the latestversions ofMicrosoft Word,
Excel, PowerPoint,and mail merges;email and web searches.Completed voluntarycustomer service training to
learn ways to enhance customer satisfaction and improve productivity. I managed between 15 and 25 employees for
the past3 years. Implemented changes to the process thatresulted in a 75%increase in outputwith no noticeable
impacton quality.
Education
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Bachelor in Science of Electronics and Communications Engineering
Technological Institute ofthe Philippines
2000-2005
Experience
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June 16, 2009 – Present

2. EXLService Philippines, Inc. - a provider (IT) services, decision-analytics, operation management,
outsourcing and transformation services company. It is primarily engaged in providing a range of
outsourcing services, business process outsourcing and infrastructure services. EXL's services are
structured around insurance, banking, financial services, utilities, healthcare, transportation and travel
industries. In 2007 it was ranked 10th among India's ITES-BPO (IT enabled services - Business process
outsourcing) exporters.
Assistant Manager – Insurance Account
 Handling voice and non-voice account
Responsibilities:
 Communicate with associates through the phone,email,chatand work requests.
 Investigate and respond to inquiries received via fax, mail,and email.
 Taking full accountabilityfor requests received to ensure processing is completed within established
department.
 Provide the team direction and leadership, and identify opportunities for improvement in work, efficiency,
productivity, quality, and customer relations.
 Ensure that all team members are monitored and coached so that quality and productivity performance is
optimized.
 Train and develop team on customer service ensuring that clients are given the best customer experience
and complaints are minimized.
 Identify and respond to performance needs and issues in a timely manner; assist in resolving conflict and
issues related to people concerns.
 Conductregular one on one sessions and team meetings to resolve people issues within the team through
regular feedback and participate in Operations leadership meetings.
 Manage and strengthen client relationship; attend conference calls and calibration sessions to ensure
program is aligned with clientgoals,policies,processes and procedures and reportconcerns and issues as
required.
 Pro-actively offer suggestions and create process improvement and program initiatives to better
drive/improve account performance and assist with project work when required.
 Ensure adequate staffing levels at all times across all shifts.
 Regularlyreview processes and traffic volume to ensure the achievementof SLA’s and ensures the team is
motivated to achieve these SLA’s.
 Develop strategies on the floor for reducing attrition and improving employee satisfaction.
 Ensure compliance with internal policies and procedures, external regulations and information security
standard.
 Take responsibility for self-development and to actively implement learning and act upon feedback.
SubjectMatter Expert – Insurance Account
Responsibilities:
 Provide floor support and answers questions from phone reps.
 Assist reps with high talk time, prolonged hold time and after call work.
 Take escalations /supervisorycalls as requested bycallers and provide coaching for controllable ones that
were driven by process/product knowledge gap/s.
 Work hand in hand with the Assistant Manager and provide inputs on process related matters.
 Attend regular SME specific meetings set by clients.
 Monitor issue alerts folder and provide assistance to phone reps for additional work needed.
 Ensure follow-ups and call backs are accomplished on time.
 Ensure completion of PKT and other process training / refreshers assigned to them.
 Helps resolve complaints. Forward caller with specific concerns to the appropriate site Supervisor.

3. Customer Experience Specialist – Insurance Account
Responsibilities:
 Taking calls from customers,helping them resolve issues and solve problems while inputting their call
information into the computer.
 Handles large volume ofinquiries,and navigate the computer,while providing superb customer service.
 Knowledge ofprinciples and processes for providing good customer service.This includes customer needs
assessmentand meeting the qualitystandards for service.
December 12, 2005 – June 15, 2009
Global I-net Inc. - a Philippine-based provider of offshore customer care solutions to US-based clients.
Verification Clerk
Responsibilities:
 Responsible for calling and sending e-mails to customers regarding orders thatneeds verification.
 Also handles incoming calls for escalated issues ofinbound agents ata timely manner.
Customer Service Representative
Responsibilities:
 Provides customer service for an online pharmaceutical companybased in USA.
 Helps customers to give accurate information in a timely manner and helps them in placing an order over the
phone.Also, answer the queries ofcustomers through chatand tickets (e-mails).
Trainings and Seminars Attended
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• Feedback Skills
• Awareness ofSix Sigma ElementaryTraining
• Communication Excellence & Impactful Presentation Skills
• Giving and Receiving Feedback
• Business Writing Skills
• Coaching for Performance
• Contact Center Management
• Lean and Asset Training
• Behavioral Motivation
Personal Information
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Date of Birth: June 13, 1983
Place of Birth: Manila
Nationality: Filipino

4. References
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Leopoldo Regis – Lead Assitant Manager (EXL Service Philippines, Inc.)
Mobile No. 639228188569
Nasser Mokamad – Operations Manager (EXL Service Philippines, Inc.)
Mobile No. 639256667697
Mary Gene Doculan – Assistance Vice President (EXL Service Philippines, Inc.)
Mobile No. 09189087309
All the information provided is true and correct to the best of my knowledge.