I have a total of 8 years in customer service across two major companies.
At Teleperformance (2019–2025), I supported a telecommunications account. My role included processing customer orders, tracking deliveries, handling inquiries through phone and email, resolving billing issues, and troubleshooting mobile and internet services. I also processed plan upgrades, activations, and disconnections, and handled escalated technical concerns. This helped me build strong problem-solving and conflict-resolution skills while consistently meeting performance metrics.

Before that, I worked with Sykes Asia (Foundever) from 2016–2019 on a healthcare insurance account. I verified dental benefits, assisted with claims status, and handled both provider and member inquiries. I also resolved billing and policy concerns, ensured HIPAA compliance, and maintained accurate call documentation. That role strengthened my attention to detail, confidentiality, and ability to explain complex information clearly.

Overall, my experience has made me adaptable, patient, and effective at delivering excellent customer service, even in high-pressure situations.

Professional Summary

• Customer Service Professional with 8+ years of experience in healthcare insurance and telecommunications industries.

• Skilled in conflict resolution, problem-solving, and customer retention, with a strong track record of delivering exceptional support and building long-term customer loyalty.

• Adept at handling escalations, analyzing client needs, and providing accurate solutions under pressure.

Professional Experience

Teleperformance (2019 – 2025)
Customer Service Representative – Telco Account

• Processed orders and tracked deliveries.

• Handled customer inquiries via phone and email.

• Resolved billing and payment issues.

• Assisted with mobile and internet troubleshooting.

• Processed plan upgrades and account changes.

• Managed service activations and disconnections.

• Handled escalations and technical concerns.

• Handled 40+ calls daily, achieving 95%+ accuracy in billing, payments, and service changes.

• Consistently exceeded performance metrics, earning multiple Top Performer awards.

Sykes Asia (Foundever) (2016 – 2019)
Customer Service Representative – Healthcare Insurance

• Verified dental benefits and member eligibility.

• Assisted with claims status and explanations.

• Handled provider and member inquiries.

• Resolved billing and policy concerns.

• Maintained accurate call documentation.

• Ensured HIPAA compliance at all times.

• Maintained 98% accuracy in verifying dental benefits and processing claims.

• Awarded Top Agent recognition for consistently exceeding KPIs in customer satisfaction.

Education

• Bachelor of Science in Business Administration | Saint Columban College, Pagadian, Zamboanga del Sur (2012 – 2016)

Core Skills

• Customer Service Excellence

• Conflict Resolution & Problem-Solving

• Time Management & Multitasking

• Tech-Savvy & Quick Learner

• Confidentiality & Trustworthiness

• Persuasion & Negotiation Skills

• Attention to Detail & Adaptability

• Research & Technical Skills

Tools

• Email Platforms: Outlook, Gmail

• Microsoft Office Suite: Excel, Word

• Google Workspace: Docs, Sheets, Calendar

• Slack

• CapCut

• Canva

Languages

• English

• Filipino