Dedicated and empathetic Customer Service Specialist with over 5 years of experience delivering exceptional support in fast-paced environments. Proven track record of increasing customer satisfaction, reducing response times, and strengthening client relationships. Adept at problem-solving, conflict resolution, and using CRM systems to enhance service delivery. Committed to driving positive customer experiences and brand loyalty.

EDUCATION

• West Visayas State University

• Bachelor in Physical Education

SKILLS

• Conflict Resolution & Deescalation

• CRM Tools (Salesforce, Zendesk)

• Empathy & Active Listening

• Live Chat, Phone & Email Support

• Order Processing & Account Management

WORK EXPERIENCE

2017 - 2018
HGS Iloilo
Healthcare Associate
Medical Billing & Claims Support

2018 - 2021
iQor Iloilo
Customer Service Representative

2021 - 2022
EXL Service Iloilo
Healthcare Associate

2022 - 2024
FEDIM Surveying
Staff

• Conflict Resolution & Complaint Handling

• Live Chat, Phone, Email, & In-Person Support

• Returns, Refunds, and Escalation Management

• Customer Retention & Satisfaction (CSAT)

• Time Management & Multitasking

• Manage client communication, job scheduling, and documentation

• Prepare and file permits, survey records, and project reports

• Handle billing, payroll, and administrative tasks

• Support compliance with safety and legal standards

2024 - 2025
Teletech
Technical Support Specialist

• Maintain logs of issues and resolutions using ticketing systems (e.g., Zendesk, ServiceNow)

• Provide support for mobile devices and apps

• Diagnose and resolve technical issues via phone calls

• Guide users through step-by-step solutions or remote access tools

• Document known issues, bugs, and solutions for internal use

 PROFESSIONAL SUMMARY
Dedicated and empathetic Customer Service Specialist with over 5 years of experience delivering exceptional support in fast-paced environments. Proven track record of increasing customer satisfaction, reducing response times, and strengthening client relationships. Adept at problem-solving, conflict resolution, and using CRM systems to enhance service delivery. Committed to driving positive customer experiences and brand loyalty.

OTHER SKILLS & KNOWLEDGE

• KPI Tracking & Customer Retention

• HIPAA Compliance

• Prior Authorizations & Referrals

• Claims Processing & Intake

• Policy Interpretation & Coverage Verification

• Documentation Review & Data Entry

• HIPAA, CMS, and State Compliance