Vic Orcullo

• Execute and support learning delivery plans related to learning activities
• Manage ICBCs learning technology platforms including content recording uploads and user support
• Prepares documentation and work tools on the set up of virtual learning rooms and provides real-time technical support for virtual learning rooms, anticipating and responding to issues in real time to minimize delivery interruptions
• Monitors and ensures integrity of technology and supporting processes to ensure user experience is uninterrupted
• Conduct reviews and quality checks on simulations, hyperlinks, practice exercises and assessment questions
• Provides technology support for virtual learning rooms, cohort and boosters
• Designed process flow for emailing invites in preparation for and during cohort
• Engage learners to promote active participation in class
• Provide feedback and make recommendations regarding learning delivery in daily debrief
• Supported two cohorts end to end and back to back while available to support boosters when needed
• Gather, analyze and present data after cohort
• Supported Enhanced Care Certificate program

• Supported both departments until the replacement manager was selected
• Facilitated team huddles to share successes and communication updates
• Supported new hires by providing daily check ins on their training
• De-escalated stakeholder complaints
• SME for Business Innovations project in creating chat bot for HCIU
• Escalated treatment plan no responses to claims team manager for immediate review and actioning

• Supported and coached vendor business partners to operate effectively within the ICBC system
• Respond to vendor service delivery questions and complaints
• Ensured vendors are equipped to apply ICBC's policies and procedures to meet legal and compliance requirements
• Document vendor inquiries and their resolution
• Review flagged vendor reporting issues or concerns and initiate contact to appropriately support and resolve the issues directly with the vendor
• SME for the Kinesiology, Massage Therapy, Chiropractic and Personal Care Assistant portfolios
• Onboarded new PCA program members and continued to foster their relationship with ICBC
• Provided ongoing support for other modality health care providers when requested specifically for my support
• Facilitated daily and weekly huddles with both departments
• Collected, analysed and presented monthly HCIU performance stats
• Provided ad hoc and scheduled coaching to HCIU reps
• Promote corporate and brand principles

Key responsibilities:

• Assisted with the creation of SOP manual for HCIU
• Assisted with telephone scripting for HCIU
• Supported all health care provider inquiries by phone and email
• Satisfied all metrics for my role
• Provided excellent customer service to health care providers by being an effective communicator
• Used my customer service and communication skills to diffuse customer complaints
• Collected, analyzed and presented monthly performance stats to the manager
• Provided coaching to team mates on new processes and resources
• Provided training to new team members
• Facilitated weekly huddles

• Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
• Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
• Negotiated favorable terms for clients during transactions, maximizing their profits in both buying and selling scenarios.
• Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.