Jovie De Gracia

Jovie Jaca De Gracia Block 18 lot 26 St. Dominic’s Place Sudtonggan Road Basak Lapu-Lapu City, 6015 Mobile #- Landline #- Email:- SKILLS AND EXPERIENCE Contact Center Rep in an inbound Insurance company that deals with Claims and Funds assessment, for over 2 years up to present. Very keen in every details with high level of Expertise as an Advisor. Call Center Agent with over 4 years of customer service experience as an Outbound Agent . 8 months Inbound Agent for Billing and Inquiries. Areas of expertise include billing and account reconciliation, conflict resolution and collection. Articulate with excellent verbal and written communication skills. Diplomatically resolve customer complaints and diffuse tension to ensure customer retention. Customer-focused customer service professional with strong out-bound call center experience. Proven ability to deliver outstanding customer service, handle customer service queries within first contact, and meet department goals. Detailed oriented with strong work ethic, problemsolving, communication, interpersonal and teamwork skills. Exhibits a high level of professionalism and excellent interpersonal skills, Strong relationship-building skills and results-oriented approach will make me as an asset to the company. CUSTOMER SERVICE EXPERIENCE INBOUND REP for Claims and Variable (Insurance Company) MANULIFE BUSINESS PROCESS SERVICES Mactan Newtown Lapu Lapu City Cebu March 2015 - Present Position: Direct Inbound Contact Center Rep Handling and dealing customers and clients in their respective insurance Also do claims, loans and dividend withdrawals as well as Fund Transfer for Traditional and Variable Insurance. Outbound Agent(consumer collections Dept.) Wipro BPO Philippines Ltd. Inc. Cebu IT Tower 1, cor. Arch Bishop Reyes and Mindanao St., Cebu Business Park Cebu City 6000 Philippines March 2010 – November 2014 Position: Advisor Work as an Agent in a fast-paced call center environment. Handled a broad range of customer service inquiries including offering assistance to customers and consumers. Explaining billing statements, resolve service problems, and ensure that all account information is up to date and accurate. Often required to multi-task between diffusing calls and computer works. Provide an outstanding level of customer service that exceeds quality standards.  Earned “Agent of the week , Top collector of the week” for more than 10 times in a row       Awarded 2 times as “Most Improved Advisor of the Month” Work closely with other departments to pro-actively solve potential problems Review documents and records for accuracy and completeness Handled various customer inquiries from a diverse residential customer. Assist customers via telephone Awarded as Best Customer Service of the year in Dealing and Handling with Clients. Outbound Agent Direct Response Marketing and Training Solutions R Landon St. Cebu City Jan. 2009 – Feb. 2010 Transcriber (Part – Time) Datamix Research center September 2006 – May 2011 Radiologic Technologist Alpha Diagnostic Center F. Ramos St. Cebu City/Lapu-Lapu City January 2002 – June 2002 Radiologic Technologist Medical Mission Group of Companies Capitol Site Cebu City July 2002 – August 2002 Radiologic Technologist Librando Clinic Naga, Cebu City September 2001 – November 2001 Internet café’ Attendant/encoder Web magic internet Café’ Kinasang-an Pardo Cebu City September 2000 – January 2001 Secretary/interviewer Researcher (PSRC) Philippine Survey and Research Center Quiot Pardo , Cebu City August 1997 – Oct. 1999 WORKSHOPS AND TRAINING Effective Communications Business Etiquette Taming Time Attitudes in Action Taming Time Trainer Internship Program April 26, 2011 May 2, 2011 May 3, 2011 May 31, 2011 Dec. 27, 2011 April 2016 Education : Bachelor of Science in Radiologic Technology 2001 Cebu Doctors’ University, Cebu City Character Reference Available upon request.