Nap Brabante Jr

About the Candidate

Elite Program Coordinator
Serve with Honor LLC | March 2023 – August 2025

• To support Veteran Coach and team with administrative tasks as assigned.
• To support and communicate with VACI clients as needed in accordance with the ELITE Service Guide (to include call,
  email, and text communications).
• Act as a CRM(Insider Portal) “SME” for the Coach, ensuring all contacts, deals, etc. are labeled correctly and that mandatory
  data entries are correctly filled out.
• Provide innovative ideas and proactively recommend solutions to increase performance.
• Keep track of attendance sheets for veteran clients in the given pipeline, strategy sessions, C&P sessions, additional live
  classes, etc

Legal Assistant
Element Law Firm | January 2023 – March 2023

• Manage and maintain the lawyer’s calendar, including scheduling appointments, meetings, and conference calls.
• Prepare and review documents, such as legal briefs, contracts, and agreements.
• Prepare and review documents, such as legal briefs, contracts, and agreements. Handling clerical and administrative legal
  tasks.
• Manage and prioritize tasks to ensure that deadlines are met.
• Maintain confidentiality of all sensitive information.
• Work collaboratively with other members of the legal team and external clients as needed.

Project Lead
Cardinal Health International Philippines – March 2017 – July 2022

• Intermediate storytelling skills from project kick-off to stakeholder meeting.
• Create a Project Charter for requests from the Guild Help Desk.
• Basic Strategic and Decision-making skills by dealing with conflicts and Project Delays/Challenges.
• Provide continuous updates, track Wins and Challenges/delays to stakeholders via email or calls.
• Able to communicate and build a strong partnership with the Developer and Internal Partners.
• Build process documentation (SOPs) and adjust if needed.
• Able to work with ambiguity of tasks and work environment.
• Ability to see trends and patterns in numbers and data.

Escalation and Feedback Specialist
Cardinal Health International Philippines – March 2017 – July 2022

• Received escalation requests from the Manager, Supervisor, and other partners.
• Conduct Root Cause Analysis and present suggestions and recommendations.
• Facilitate triad coaching.
• Present monthly trends to the management.

Performance Monitoring – Quality Analyst
Cardinal Health International Philippines – March 2017 – July 2022

• Conducts audits ensuring compliance with performance standards and superior outcomes (e.g., quality, accuracy, and timeliness).
• Coaches’ customer service staff on work procedures including but not limited to proper call handling and maintaining call quality standards.
• Performs mandatory call monitoring (Monthly calls with the Managers.
• Identifies developing trends impacting service levels and proactively partners with appropriate parties to recommend process enhancements or solutions to avoid potential service delivery problems (e.g., quality increasing management controls, tightening procedures, or addressing training needs, etc.).
• Reports on performance results and may support supervisors in developing action plans for staff and unit effectiveness; If required, provides training to call center staff in support of these efforts.
• Works on projects of moderate scope and complexity.
• If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by customer service and/or supervisory staff.
• Performs effective service recovery and provider education.
• Monitors the participation and completion of Web-based training for call center staff and completes appropriate follow-up with supervisors.
• Provides technical and subject matter expertise relative to policies, procedures, and customer service applications/systems tools.