2018
Accountancy & Business Management
Holy Rosary Academy
More Info About Me
Throughout my career, I've gained a wide range of experience across customer service, sales, technical support, and claims handling. I began in the BPO industry, working for American Home Shield as a Customer Service Representative and Sales Representative, where I excelled in selling appliance warranties and upselling. I took pride in tailoring solutions to meet customer needs, and my ability to connect with clients helped me become a top agent in no time.
At Xfinity, I expanded my knowledge by offering customers different plans and gadgets. This role sharpened my sales skills even further, as I learned how to align product features with customer preferences. I then moved into a more technical role at Samsung US, where I provided support for TV gadgets. Here, I not only solved technical issues but also offered customers products and services that enhanced their experiences. It was rewarding to be recognized as one of the top-performing agents in this role as well.
At Blue Shield of America, I took on a new challenge as a Medical Assistant, where I helped new customers navigate their health and medical coverage options. It was a shift into a more complex field, but I enjoyed guiding customers through important decisions regarding their healthcare.
Most recently, I worked as a Claims Handling Specialist in the Technical Support Team
My responsibilities included:
Email Support: Managing communications with clients to address their concerns promptly.
Abuse Reports/Legal Action: Handling sensitive reports and legal cases with precision and professionalism.
Processing Incoming Complaints: Dealing with abuse reports from different organizations, ensuring that issues were addressed in a timely and effective manner.
This role gave me the opportunity to apply my problem-solving skills to more complex cases, balancing legal considerations with customer support. My ability to adapt to various responsibilities has been key throughout my career, and I'm confident that the diverse skills I've developed would be valuable in any new position.
My Skills and Competencies
Claims Handling Specialist
Virtual Assistant
Customer Service Representative
Medical Virtual Assistant
Data Entry
Appointment Setter
Certificates
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My Experience and Education
March 2019
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May 2020
IQOR INC.
(Customer Service Representative / Sale Associate)
Taking inbound call
Cold calling client to confirm repair appointment with technician
Upselling warranty coverage over the phone
Retention coach.
Checking quality data
Supervising and conducting meetings to improve the quality service
AUGUST 2020
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DECEMBER 2020
VXI INC BPO COMPANY
(TECHNICAL SUPPORT SPECIALIT)
Receive Inbound Calls: Answer incoming calls from customers seeking technical assistance.
Identify the Issue: Listen carefully to the customer's problem and ask clarifying questions to fully understand the issue.
Troubleshoot the Problem: Provide step-by-step guidance to resolve the technical issue, using troubleshooting tools and knowledge of the product or service.
Escalate When Necessary: If the issue is complex or unresolved, escalate it to the appropriate team or higher-tier support.
Offer Solutions: Suggest fixes or temporary solutions if the problem can't be solved immediately.
Upsell During Calls: Identify opportunities to offer clients upgraded plans, better features, or additional services that can improve their experience.
Explain Upsell Benefits: Clearly communicate the benefits of the upgraded plan or service, emphasizing how it will address their needs or enhance their current setup.
Handle Customer Objections: Address any objections or hesitations the client may have about upgrading, using persuasive communication and product knowledge.
Confirm the Upsell: Process the upgrade or add-on if the customer agrees to the new plan or service.
Document the Call: Record a brief and accurate summary of each call, including the problem, solution, upselling efforts, and any escalations.
Follow Call Handling Protocols: Ensure each interaction follows company policies and customer service guidelines.
Follow Up if Needed: Schedule a follow-up or make notes for further assistance if necessary.
MARCH 2021
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JULY 2021
TELETECH SERVICE CORP. BPO COMPANY
(MEDICAL ASSISTANT/ SALE REPRESENTATIVE)
BLUE SHIELD HEALTH INSURANCE IN AMERICA SEASONAL ACCOUNT
Taking inbound call
Answering phone calls, and maintaining patient records.
Cold calling client for schedule medical appointment with doctors.
Handling billing and insurance claims.
Upselling cover of the insurance of the client over the phone
2021
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2023
CONCENTRIX SERVICE CORPORATION
(TECHNICAL SUPPORT SPECIALIT)
SAMSUNG USA
Receive Inbound Calls: Answer incoming calls from customers seeking technical assistance.
Identify the Issue: Listen carefully to the customer's problem and ask clarifying questions to fully understand the issue.
Troubleshoot the Problem: Provide step-by-step guidance to resolve the technical issue, using troubleshooting tools and knowledge of the product or service.
Escalate When Necessary: If the issue is complex or unresolved, escalate it to the appropriate team or higher-tier support.
Offer Solutions: Suggest fixes or temporary solutions if the problem can't be solved immediately.
Upsell During Calls: Identify opportunities to offer clients upgraded plans, better features, or additional services that can improve their experience.
Explain Upsell Benefits: Clearly communicate the benefits of the upgraded plan or service, emphasizing how it will address their needs or enhance their current setup.
Handle Customer Objections: Address any objections or hesitations the client may have about upgrading, using persuasive communication and product knowledge.
Confirm the Upsell: Process the upgrade or add-on if the customer agrees to the new plan or service.
Document the Call: Record a brief and accurate summary of each call, including the problem, solution, upselling efforts, and any escalations.
Follow Call Handling Protocols: Ensure each interaction follows company policies and customer service guidelines.
Follow Up if Needed: Schedule a follow-up or make notes for further assistance if necessary.
2023
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2024
G-CORE LABS PHILIPPINES
(CLAIMS HANDLING SPECIALIST)
LEGAL TEAM
Receive and Review Abuse Reports: Monitor and receive abuse reports from various organizations, entities, or customers.
Analyze the Complaint: Evaluate the abuse report to determine its nature, severity, and validity.
Investigate Claims: Conduct investigations by gathering relevant information, reviewing evidence, and collaborating with different departments or external parties.
Handle Legal Actions: Manage cases involving potential or ongoing legal actions, ensuring compliance with legal procedures and company policies.
Coordinate with Legal Team: Communicate with the legal department to address claims requiring legal attention, providing all necessary documentation and evidence.
Process Incoming Complaints: Categorize and prioritize incoming abuse complaints, ensuring each case is addressed promptly and appropriately.
Provide Email Support: Respond to abuse reports and complaints via email, delivering clear, professional, and timely communication to all involved parties.
Resolve or Escalate Issues: Attempt to resolve complaints when possible, or escalate complex cases to higher management or legal authorities.
Maintain Accurate Records: Document all reports, investigations, and resolutions in the company’s system for tracking and future reference.
Ensure Compliance: Ensure all actions taken in response to abuse reports comply with legal standards and company policies.
Communicate Outcomes: Provide clear updates to the reporting party, outlining the status and outcome of their claim or complaint.
Collaborate with External Entities: Work with external organizations or regulatory bodies as needed for claims involving legal or regulatory concerns.
Update Abuse Policies: Assist in reviewing and updating company abuse handling policies based on trends and feedback.
Prepare Reports: Generate periodic reports summarizing the volume, types, and resolutions of abuse cases handled.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Appointment Setter
Offer a top-notch appointment-setting service to clients. Expertly schedule and confirm appointments.