Customer Service and Virtual Assistant with 9 years of experience in customer service, retail, telecommunications, and technical support. A fast learner with strong communication, multitasking, and problem-solving skills, dedicated to providing reliable and excellent customer support.

PROFESSIONAL SUMMARY

Experienced Customer Service Representative, Patient Support Specialist, and Virtual Assistant with 9 years of experience in BPO, healthcare, e-commerce, and remote support. Skilled in phone, email, and chat support, appointment scheduling, patient and customer service, and administrative support. HIPAA-trained with a strong commitment to delivering exceptional customer experiences while maintaining accuracy, confidentiality, and professionalism.

CORE SKILLS

• Customer Service
• Patient Support
• Phone, Email & Chat Support
• Appointment Scheduling
• Virtual Assistance
• Administrative Support
• E-commerce Support
• HIPAA Compliance

CAREER HIGHLIGHTS

• Achieved NPS scores up to 90%, reflecting excellent customer satisfaction
• Maintained QA scores of 80%+ with consistent adherence to standards
• Delivered 85% First Contact Resolution (FCR), reducing repeat contacts
• Consistently met AHT targets while maintaining service quality

PROFESSIONAL EXPERIENCE

Patient Support Specialist

XtendOps | Cebu City
September 2024 – June 2026

• Assisted patients with inquiries regarding dental services, appointments, insurance, billing, and general office information.
• Scheduled, rescheduled, and confirmed dental appointments across multiple clinic locations.
• Coordinated with dental offices and clinic staff to ensure accurate scheduling and seamless patient care.
• Provided professional, empathetic customer support via phone while addressing patient concerns and resolving issues.
• Updated and maintained accurate patient records using internal systems.
• Coordinated with dental office teams to ensure timely follow-up and appointment availability.
• Maintained strict patient confidentiality and complied with HIPAA privacy and security standards.
• Trained in HIPAA regulations and followed best practices for handling protected health information (PHI).

Associate II, Customer Care

Continuum Global Solutions | Cebu City
June 2024 – September 2024

• Handle customer inquiries via phone, chat, and email for an e-commerce subion-based business.
• Resolve order, delivery, billing, and account-related concerns while maintaining quality and service standards.
• Utilize CRM systems to document customer interactions, manage cases, and ensure accurate follow-up.
• Process refunds, credits, cancellations, and customer account requests in accordance with company policies.
• Maintain high customer satisfaction scores and consistently meet performance metrics and KPIs.
• Collaborate with internal teams to resolve customer issues efficiently and improve the customer experience.

Virtual Assistant

Appliance Professionals (Remote)
January 2024 – June 2024

• Managed scheduling and service appointments using Housecall Pro
• Handled customer inquiries via phone and email
• Updated CRM records and ensured accurate job tracking
• Coordinated with technicians for service dispatch
• Provided administrative and operational support in a remote setup

Customer Service Representative (Telco)

Foundever | Cebu City
August 2023 – January 2024

• Assisted customers with account and technical concerns
• Delivered efficient troubleshooting and issue resolution
• Maintained high-quality service and customer satisfaction

Customer Service Representative (Telco)

Concentrix | Cebu City
September 2022 – July 2023

• Provided customer support for telecom services
• Resolved billing, account, and technical concerns
• Maintained strong adherence to KPIs and service standards

Associate Customer Support / Service Desk

TechMahindra | Cebu City
June 2017 – October 2022

• Delivered technical support and customer service assistance
• Resolved IT and service-related issues using remote tools
• Documented cases and maintained accurate records in CRM systems
• Ensured high First Contact Resolution and customer satisfaction

TOOLS & SOFTWARE

CRM & Productivity:

• Salesforce
• Zoho CRM
• Housecall Pro
• Microsoft Office 365
• Google Workspace
• ServiceNow
• Airpay
• Citrix
• Call Center Application
• Atlas
• Dental Choice Management System (DCMS)

Communication & Collaboration:

• Slack
• Zoom
• Microsoft Teams
• Skype
• Webex
• Outlook
• Gmail
• Cisco Finesse
• RingCentral
• Genesys

Remote Support:

• AnyDesk
• Remote Desktop

EDUCATION

Alternative Learning System (ALS)
High School Level | 2011 – 2012

ADDITIONAL INFORMATION

• Experienced in remote work and virtual collaboration
• Strong attention to detail and time management
• Able to work independently with minimal supervision