CRIS SANTIAGO

21557 Eich Drive Crest Hill, Illinois 60403

815.782.7041 ~ 815.616.2073
kit.santiago@comcast.net

Focus of Interest: Sales Support, Customer Service, Data Entry

QUALIFICATIONS PROFILE
Mastery Field:
- Continuous Process Improvements
- Profit & Revenue Growth
- Efficient Negotiation & Closing
- Budget Administration
- Customer Satisfaction & Retention
- Leadership/Team Building
- Tactical Planning & Execution
- Rapid Conflict Resolution

Highly accomplished, self-starter, and intuitive professional, offering seven ye

ars of consolidated qualifications within data processing, health insurance, and
BPO industries. Exemplify strong work ethic and outstanding client negotiation
skills. Proven ability in relating effectively to individuals at all levels with
in the organization; efficiently execute increasing responsibilities with precis
ion and keen attention to detail. Adept at maintaining strict confidentiality on
job-related matters. Analytical thinker and problem solver with well-developed
team leadership and supervisory adeptness, as along with solid communication and
interpersonal skills. Accustomed to establishing strong client relations and en
suring total customer satisfaction. Persuasive communicator fluent in English wi
th profound knowledge in various Philippine dialects.
- Display capacity to work under pressure and meet tight deadlines
- Competently attain customerâ⠬⠢s trust; expert at resolving complex customer serv
issues in a timely manner to ensure satisfaction and loyalty
- Known for professionalism, positive intellectual approach, and commitmen
t to excellence

CAREER PATH
WELLPOINT, INC., Chicago, IL
AGENCY SERVICE REPRESENTATIVE I, UniCare, Inc. ~ Apr 2007-Dec 2009
Methodically prepared and estimated competitive medical, dental, and life insura
nce quotes for multiple internal and external agents ranging from 2 to 100 membe
rs per group. Established and maintained new groups and agents information utili
zing exceptional member profile software. Attained in-depth knowledge of various
quoting applications, including The Agent Assist (TAA) and iAvenue as well as A
S400 system.
Key Accomplishments:
- Influential in providing first-rate customer service to all regional sal
es executives, regional sales representatives, external agents, and internal cus
tomers
- Provided rapid resolution to all quoting discrepancies for agents and ot
her internal customers
- Constantly surpassed a high-level rating and sustained less than one-day
turnaround time goal
- Strategically expressed and interpreted new ideas to the upper managemen
t to expedite production and improve productivity
- Provided professional assistance to team member in resolving PC hardware
and software issues, mainly in MS Office programs
SOURCECORP, Bolingbrook, IL
CLERK II-Sales (Data Entry) ~ Jan 2007-Apr 2007
Rendered comprehensive medical, dental, and life insurance quotes for UniCare Sm
all Group Sales Department. Formulated production tracking tools to enhance TAT
tracking and inventory.
Key Accomplishments:
- Earned optimistic ratings on processing efficiencies while outperforming
company production objectives
- Immediately resolved all technical issues found within the quoting appli
cations (iAvenue and Quoting Website)
ACCENTURE INC., Manila, Philippines
SUPERVISOR-Project Bruin (Business Process Outsourcing) ~ Oct 2005-Mar 2006
Supervised full spectrum in training a team of associates handling membership an
d eligibility transactions for Medicare Part D processing. Executed managerial t
asks, including coordination of day-to-day operations, as well as designed and d
eveloped training curriculum for new employees. Demonstrated working knowledge o
f .NET applications.
Key Accomplishments:
- Instrumental in expanding and strengthening the membership teamâ⠬⠢s productivity
ota and accuracy scores within a short period of time
- Boosted system navigation training and healthcare policies and procedure
s in collaboration with external client groups
- Improved and implemented numerous process improvement tools, including a
n Excel scorecard used by associates to precisely track production and an Access
database, which enabled associates to competently process transactions and faci
litate real-time monitoring
ACCENTURE INC., Manila, Philippines
ASSISTANT TEAM LEAD-Project Neptune (Business Process Outsourcing) ~ Jun 2004-Ja
n 2005
Held accountable for all team lead duties, including counseling and coaching a t
eam of associates who handled claims; assisted in training new personnel; and co
nveyed knowledge of principles and processes in providing customer and personnel
services in order to aid all personnel.
Key Accomplishments:
- Collaboratively worked with various clients to mentor personnel on diffe
rent system applications used by the client groups
- Obtained skills and knowledge of Mainframe processing system
- Effectively performed various administrative tasks, including completing
management reports and synchronizing meetings and conference calls in partnersh
ip with onshore clients
ACCENTURE INC., Manila, Philippines
DATA ANALYSTâ⠬â Project D200 (Business Process Outsourcing) ~ May 2003-Jun 2004
Took charge in processing eligibility transactions on .NET application while att
ending key initiative to successfully process claims transactions. Planned and c
oordinated all team building sessions for the entire team.
Key Accomplishments:
- Influential in providing assistance to various colleagues in maintaining
and surpassing production and accuracy goals
- Provided direct supervision in implementing fresh and effective methods
to enhance processing efficiency for all data analysts

EDUCATION & CREDENTIALS

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION; Major in Management Information
System: 2001
La Consolacion College ~ Manila, Philippines
Graduated with Special Award
Most Outstanding Club Officer (President, Bachelor of Science in Business Admini
stration Department): 2001

TECHNICAL SUMMARY
Microsoft Office Suite ~ MS Outlook ~ MS Access ~ Mainframe (AS400) ~ .NET Proce
ssing ~ iAvenue
The Agent Assistant (TAA) ~ Windows XP/ NT/ 98/ 95/ 2000 ~ 10-Key ~ PC Hardware
and Software Troubleshooting