Elisha Roque

Managed and facilitated the LoveworCX Council and was able to accomplish the following and resulted to: • A macro-perspective of high-priority customer issues that needs to be escalated • Quick wins and owners were determined at the end of each session to ensure implementation of agreed action plans and guaranteed follow through, and refinement of the tasks needed to be done up to implementation • Improved cadence for tech-related customer pain points by having a venue to prioritize and visibility on the progress of requests for all stakeholders. • Able to catch up to the IL pain points that were recurring in the previous months in 2021. • Visibility which rNPS items are already done, needs to pick up pace in hitting the deadline, and how it performs vs. our targets. Inner Loop (tNPS) • Identifying which customer issues tend to recur or to resurface despite action plans made by ILs to address it. • RCA Improvements thru guidance during huddles and facilitating workshops using Human-Centered Design Methodologies. • By synergizing, prevented creating another action plan/s and doubling of efforts. • 2021 tNPS YTD scores are higher vs our 2020 FY scores on all touchpoints.Human Centered-Design, Customer Journey Mapping and Customer Experience Expertise Customer Experience SME for Manage & Review Customer Journey—ensuring that projects are designed in line with HCD principle, produces an optimum level of customer experience and opportunities for customer delight. o Led the change management of CWS (Manulife Online) which resulted to: • Adoption Rate: 35% • Engagement Rate: 60% • Generated $654k savings o Served as the Marketing SPOC and led the Marketing Comms team by managing end-to-end comms and CX. This resulted to successfully hitting our targets: • eClaims Submissions: 57% • 77% RNPS Sat Score for Claims LoveworCX Program • Relaunched LoveworCX 101 and 102 training sessions virtually and had positive response. (87% 101; 76% 102), frontliners (96% 101; 78% 102)