Profile Worked as Customer Service Representative with the business process outsource
industry for 7 years and the present
Well experienced in meeting deadlines and targets in a fast-paced environment
Progressively handled billing, technical, and health care accounts and as well concerns for American and international customers over the phone
Listen and respond to customers’ needs and concerns
Provide information about products and services
Take orders, determine charges, and oversee billing or payments
Review or make changes to customer accounts
Handle returns or complaints, details of customer contacts and actions taken
Research answers or solutions from limited resources
Accommodation
Skills Able to use Windows and Microsoft OS and Office Programs
Average to excellent communication skills of the English language
Use available software provided by the company (i.e. Macro, UNET, Vision, etc.)
Goal Oriented
Professional Experience
Subject Matter Expert (Norton LifeLock)
Sitel Philippines, Inc.
February 4, 2019 - Present
Handled progressively calls & e- mails for placement of orders, shipments, inquiry and providing solution to product issues and delivery concerns of perishable items.
Act as escalation specialist
Assigned and task to take over supervisor or managerial tasks if needed
Prepare the nesting period for New Hires
Act as a retention specialist for those who would like to cancel their placed orders.
Provided floor and acted as subject matter experts for agent issues in addressing customer’s concern.
Transition of general customer service inquiry to sales.
Sales pitch for potential shoppers for available products and services
Receiving and processing payments using check and credit cards over the phone
Processing reactivation and interpreting bill charges as well as adding new line of services
Customer Service Associate II (AT&T Mobility Sales and Services)
Convergys Philippines, Inc.
March 2, 2018 - January 13, 2019
Handled progressively calls & e- mails for placement of orders, shipments, inquiry and providing solution to product issues and delivery concerns of perishable items.
Act as a retention specialist for those who would like to cancel their placed orders.
Provided floor and acted as subject matter experts for agent issues in addressing customer’s concern.
Transition of general customer service inquiry to sales.
Sales pitch for potential shoppers for available products and services
Receiving and processing payments using check and credit cards over the phone
Processing reactivation and interpreting bill charges as well as adding new line of services
Customer Service Representative (Florists' Transworld Delivery)
Alorica Teleservices, Inc.
January 26, 2018 – February 18, 2018
Handled progressively calls & e- mails for placement of orders, shipments, inquiry and providing solution to product issues and delivery concerns of perishable items.
Act as a retention specialist for those who would like to cancel their placed orders.
Provided floor and acted as subject matter experts for agent issues in addressing customer’s concern.
Transition of general customer service inquiry to sales.
Healthcare Advisor (UnitedHealth Group and OptumRx)
Optum Global Solutions Philippines, Inc.
September 9, 2015- June 15, 2017
Handles concern with regard to the insurance of a certain member and subscriber of a state plan
Answering phone calls and emails from providers and healthcare professional which includes validation of HCPC and CPT Codes
Provide timely response in providing verification of eligibility and benefits for the participant, as well processing of claims and follow up for call backs
Answering phone calls and doing outbound for providers and members of the process.
Do clinical intake and authorization for medical and pharmacy benefit
Interpreting back- end data from a spreadsheet and recovering claims and authorization status
Customer Service Representative (DiSH Network)
SPi Global CRm Inc.- Iloilo March 14, 2015- July 15, 2015
Resolve customer complaints from billing to technical and over the phone troubleshooting
Upgrade packages for subscriptions
Assist them with changing demographics and contact details for their account, included are placement of orders, refunds and exchanges
Sales pitch for potential shoppers for available products and services
Customer Account Executive (COMCAST)
Transcom Worldwide Philippines, Inc.- Iloilo November 13, 2013 – February 12, 2015)
Resolve customer complaints from billing concerns
. Upgrade packages for subscriptions
Assist them with changing demographics and contact details for their account, included are placement of orders, refunds and exchanges
Sales pitch for potential shoppers for available products and services
Receiving and processing payments using check and credit cards over the phone
Processing reactivation and interpreting bill charges as well as adding new line of services
Education
Bachelor of Arts in Broadcast Communication
(June 2019- present)
Polytechnic University of the Philippines
Sta. Mesa, Manila Philippines
Bachelor in Secondary Education, Major in English
(June 2012- March 2013)
Guimaras State College
McLain, Buenavista, Guimaras Philippines
Bachelor of Science in Business Administration, Major in Marketing Management
(June 2010- March 2011)
University of San Agustin
Gen. Luna St., Iloilo City Philippines
High School Graduate
(June 2006- April 2010)
Agsanayan National High School
Agsanayan, Buenavista Guimaras Philippines
References
CIBBY JONES BOMBITA
Product Trainer
Optum Global Solutions
(-
DARREL JHUN M. MENDOZA
Operations Supervisor
Alorica Teleservices, Inc.
(-
JASMIN T. GADIAN
Director Office Student Affairs
Guimaras State College
(+63) -;-
