Brief Introduction

To gain employment as a Customer Success Support where I can apply my knowledge and skills that I have acquired from working in a healthcare account for three years. I have first-hand experience in checking for authorization, claims, benefits, and eligibility status. I was also promoted to be part of the escalations team, where we handle supervisor calls for claim-related issues, for the last five months. I want to pursue the same or another career path and be part of an amazing team that can help me improve my skills and gain knowledge, and in return, be beneficial to the company’s growth.

Skillset

• 4 years of relevant experience
• Problem Solving
• English Communication
• Phone Support
• Healthcare Account
• Complaint Handling
• Empathy
• HIPAA
• Conflict Resolution
• Escalation Calls
• Teamwork
• Attention To Detail

Work Experience

Provider Claim Support

Feb 2020 - Jan 2025



• As a healthcare provider service representative, I assist provider in verifying eligibility and benefits, as well as checking for authorization and claim status
• I also do web support to assist provider with technical issues related to their provider portal account
• Answering inbound calls as part of the escalations team for claim related issues.

Customer Service Representative

Oct 2019 - Jan 2020



• Provide prompt and efficient service to customers, addressing their inquiries, concerns, and complaints. Maintain comprehensive knowledge of the products and services offered by the retailer to effectively assist customers. Handle customer orders, including order entry, tracking, and resolving issues related to order fulfillment. Reason for Leaving: Seasonal account.

Education

• Degree: Bachelor in Secondary Education

  Major: Duration: Jun 2016 - Mar 2019
  

Brief Introduction

Analytical, observational, and detail-oriented KYC analyst with extensive knowledge in Know Your Customer investigations covering money laundering, terrorist financing and other financial crimes to determine if the business activity (or attempted activity) under review is suspicious. Action oriented, communicates effectively and delivers customer-centric solutions.

Skillset

• 5 years of relevant experience
• Analytical And Observational Skills
• Excellent Communications Skills
• KYC Analysis
• Refinitiv World Check
• MS Office (Word
• Excel
• PowerPoint) And Adobe Acrobat
• Due Diligence
• Payment Methods
• Anti-Money Laundering
• Equity Capital Markets
• Positive Attitude
• Adobe Acrobat
• Risk Analysis
• Background Research And Documentation

Work Experience

KYC Analyst

Jul 2018 - Oct 2023



• Perform due diligence on customers to identify risks associated with money laundering, terrorist financing, or other financial crimes. Perform desktop research such as carrying out background checks wherein client onboarding information are reviewed and evaluated to fulfill KYC requirements
• Collect all relevant documents concerning the identity of the customer as well as gaining insight into their business, ownership structure, source of funds and financial transactions
• Analyze whether the business activity is aligned with the purpose and intended nature of relationship
• Determine whether the client or any of its associated parties are connected to any politically exposed persons (PEPs)
• Perform name screening and adverse media checks
• Identify, evaluate and mitigate red flags and risks (e.g
• Country, Industry, Product, etc.) which is subsequently presented to the Money Laundering Officer
• Perform Environmental Social Risk Assessment on corporate clients to ensure they are not engaged in any high risk industries
• In addition, identify areas for improvement in the KYC processes and procedures. Reason for leaving: wanted to take some time to relax and rejuvenate; to finally have time to visit her family; explored new hobbies, ventured into a small business where she was engaged in mid brand bags which contributed to her finances

Customer Service Representative

Jun 2012 - Feb 2015



• Respond efficiently and accurately to customer calls, provide satisfactory answers to queries/concerns, explain possible solutions and ensure that all reschedule/cancellations are handled appropriately
• De-escalate situations involving dissatisfied customers; offer assistance and support
• Create and maintain record of daily problems and remedial actions taken using call-center database
•  Navigate through multiple systems. Reason for leaving: had to focus on her studies

Telesales Representative and Data Researcher

Jan 2009 - Jan 2011



• Conduct online platforms and corporate website research of potential customers in preparation for outreach via Telephone and email to recommend products that may better suit client needs and seize opportunities to upsell when appropriate
•  Answer questions relating to the products offered by the company. Gather and document customer information, payment methods, purchases, and reactions to products
• Document phone calls and follow-up time frames. Reason for leaving: looked for better career opportunities

See more

Education

• Degree: Bachelor's degree

  Major: Duration: Jan 2015 - May 2018
  

Brief Introduction

Experienced Customer Service Associate Dedicated to Exceptional Client Satisfaction

Skillset

• 1 year of relevant experience
• Customer Service
• Email And Chat Support
• Assisting Refunds Or Returns
• Salesforce
• Verint
• Top Agent Of 2023
• Top 1 Of The Team’s Highest Performance And Consistently Passing KPIs

Work Experience

Customer Service Associate

Feb 2023 - Mar 2024



• Proficient in handling customer interactions via phone calls, emails, and chats Responsibilities include addressing inquiries, resolving issues, and ensuring customer satisfaction Emphasized the importance of empathy and problem-solving in delivering exceptional customer support Reason for Leaving: Looking for a WFH setup

Education

• Degree: Senior High School Graduate

  Major: Duration: Aug 2022 - May 2023
  

  Degree: Senior High School

  Major: Duration: Aug 2021 - Jun 2022
  

Brief Introduction

Communication Skills: Excellent in both written and spoken English and Filipino languages. Team Player: Enjoys sharing knowledge and encouraging the development of others. Organized: Refined planning and organizational skills that balance work, team support, and ad hoc responsibilities in a timely and professional manner. Problem Solving Skills: Resolves in-depth queries in a methodical manner, independently or with associates, to find appropriate resolutions and efficiencies.

Skillset

• 3 years of relevant experience
• Coaching
• KPI Management
• Customer Service
• Team Management
• Product Knowledge
• Troubleshooting
• Google Workspace
• Microsoft Teams

Work Experience

Disputes Resolution & Fraud Investigation Specialist

Apr 2023 - Oct 2023



• Handled an insurance clients based in the US
• Verifying cardholder activities to determine if they are valid or not. Removing blocks on cards if charges are valid. Creating a lost/stolen report if the transactions are verified as fraud. Processing card replacements. Processing credits and refunds. Reason for leaving: health concerns due to a risky pregnancy
• Employment Gap: took a rest and looked after her children.

Claims Representative

Oct 2022 - Feb 2023



• Worked for an insurance company based in the US
• Verifying patients'/clients’ eligibility and coverage. Assisting patients with their claims. Assisting patients in placing orders for medical equipment and medicines. Reason for leaving: Project-based

Team Supervisor

Apr 2021 - Aug 2022



• Handled a logistics account based in the US and a telecommunications account based in Australia
• Supervising and managing a team of agents, including their performance, productivity, and adherence to business regulations and procedures. Maintaining and evaluating individual and team performance metrics such as quality scores, average handle time, customer satisfaction ratings, and other targets. Providing coaching.

See more

Education

• Degree: Associate Degree

  Major: Duration: Jun 2007 - Oct 2010
  

Brief Introduction

I am a seasoned content writer and marketer specializing in technology and marketing. With over 5 years of experience in copywriting, content strategy, and digital marketing, I bring a sharp focus on the details that matter most. I am passionate about words and their power to captivate, persuade, and convert audiences. Let me help you craft online content that resonates seamlessly with your target audience in the fast-paced world of tech and marketing.

Skillset

• 6 years of relevant experience
• Blogging
• ECommerce
• Editorials
• Social Media
• Proofreading
• Email Marketing
• Web Content
• Analytics
• Communication Skills
• Content Strategy
• Copy-editing
• Copywriting
• Working Independently
• Search Engine Optimisation

Work Experience

Senior Content Strategist and Writer

Aug 2020 - Jan 2025



• Write ad copy, case studies, blog articles, and newsletters for e-commerce brands, and SEO-optimized content for websites
• Crafted strategic campaigns that delivered tangible results and met clients' marketing objectives. Put together editorial calendars for publishing content on websites, social media pages, etc. Reason for Leaving: looking for a remote job, career growth - wanted to put an emphasis on continuous improvement and teamwork and work in an environment that aligns professionally with her values

Senior Technical Content Writer, Editor

Aug 2018 - Aug 2020



• Edited, and proofread web and blog content for digital marketing websites, roofing websites, e-commerce websites, educational websites, tech websites, etc. Collaborated with graphic designers, the social media team, and e-mail marketing team for marketing campaigns. Wrote SEO-optimized ad copy, web content, and blog articles for the company and its clients. Reason for Leaving: better opportunity

Sales Associate

Mar 2017 - Jun 2017



• Responded to questions, direct customers to merchandise within the store, and provide excellent customer service
• Educated customers about current promotions and drove physical store conversions. Reason for Leaving: contract-based - just for internship

See more

Education

• Degree: Bachelor of Science in Information Technology

  Major: Duration: Apr 2024 - Jan 2025
  

  Degree: Bachelor of Arts in Communication

  Major: Duration: Jun 2014 - Apr 2018
  

Brief Introduction

Skillset

• 11 years of relevant experience
• Email Marketing
• EMarketing
• Marketing
• Project Management
• User Interface
• Technical Documentation
• Web Content
• Web Development
• Blogging
• Press Releases
• Best Practice
• Brainstorming
• Buyer Personas
• Content Strategy
• Google Analytics
• Pay Per Click
• Product Knowledge
• Customer Journeys
• Digital Marketing Campaigns
• Google Maps

Work Experience

Technical Documentation Specialist / Digital Content Writer

Mar 2022 - Sep 2023



• Developed clear and coherent technical documentation (forms, by-laws, how-tos, case studies, and manuals) for various IT projects and clients, with close coordination with the sales team, engineers, and key stakeholders. Elevated the quality and strengthened the context of each of the existing documentation through rigorous checking, editing, and brainstorming sessions with the respective file owners. Managed the internal knowledgebase system and monitored the upload and update traffic. Implemented critical documentation conventions with the best practices on how to follow them. Conducted department training for the updates concerning the internal knowledgebase system, documentation approaches, etc. Created holistic buyer personas through interviewing and analyzing the response patterns of existing US clients. Strategized full-blown content plans for digital campaigns for Microsoft and other IT products offered by the company—meticulously fashioned for various target markets. Crafted fear-based and SEO-optimized blogs, social media posts, and video scripts—covering the entire buyer’s journey
• This also includes writing newsletters regularly for richer audience engagement
• Helped establish the company’s thought leadership and online presence by rolling out content to various online communities managed by the marketing executives. Upcycled and optimized existing blogs and site pages with brevity and SEO "crawlability" in mind. Wrote press releases to highlight the company’s most recent endeavors. Assisted in theme conceptualization, and developed the SEO-driven content for the company’s new website. Tools used: Grammarly, Free Pick, MS Word, ChatGPT, SEO, Quillbot Reason for Leaving: His wife was pregnant and he had to take care of her throughout her sensitive pregnancy.

Freelance Email / Content Writer

Jan 2021 - Mar 2023



• Wrote emails for US-based companies targeted to marketing, medical practice, education, SMB, etc. Ensured the personalization of each email message tailored to the person receiving it. Researched each prospect to highlight their folios, interviews, and other online footprint. Kept the brevity and perkiness of the email message about the sender’s personality. Crafted SEO-driven and in-depth website content for a loan firm and an online lighting shop—both based in the US. Tools used: JIRA, Slack, Grammarly Reason for Leaving: The contract ended
• The owner returned to US.

Freelance Content Writer / Project Manager

Aug 2020 - Dec 2021



• Wrote health-related articles for its review site. Developed digital marketing copies for the website and campaigns. Supervised the web development, product sourcing, customer service, and the entire company operations. Executed market research and product sourcing for our dog joint supplement brand. Coordinated with suppliers, dropshippers, and fulfillment centers for e-commerce efforts. Hired and managed freelancers for content, design, Amazon accounts, and the like. Reason for leaving: He wanted to have government benefits.

See more

Education

• Degree: Bachelor of Arts

  Major: Duration: Jun 2010 - Apr 2014
  

Brief Introduction

With a clear understanding of providing service and support, I am highly motivated to learn, grow, and excel in ITIL. As an experienced Service Desk Support Analyst, I bring enthusiasm and dedication to contribute to team success through hard work, attention to detail, and excellent organizational skills. I have built an excellent reputation for resolving problems and improving customer satisfaction, and I am eager to continue making impactful contributions in this role.

Skillset

• 2 years of relevant experience
• Eye For Detail
• Problem Management
• Troubleshooting
• Service Desk
• PC Hardware
• Laptops
• Software Installation
• Active Directory
• User Management
• Apple MacOS
• IBM OS/2
• ITIL
• Microsoft Exchange Server
• Microsoft Office 365
• Microsoft Windows
• ServiceNow
• VPN
• Windows Azure Platform
• Windows Server

Work Experience

IT Service Desk Analyst L1/L2

Aug 2022 - Jan 2025



• • Handle E-mail, Calls, and Chat related to application issues faced by clients within SLA
• • PC’s, laptops, printers, network connection, internet access standard and client’s application
• • Standard client software installation, configuration, and update thru Software center
• • User management (Password reset/Unlock account via Active Directory), file access permission management
• • MS Authenticator and Company Portal set up • Azure Active Directory - MFA Resetting (MSP) • Create issue tickets by logging all pertinent information with outmost Quality and precision (SNOW Ticket System) • Deliver exceptional level of services to each customer by listening to concerns and answering questions
• • Escalating issues accordingly • POC/Floorwalker for NAM region – Providing assistance to colleague • Performing L2 tasks • Performing backlogs, outbound calls and chasing users for pending tickets • Improve customer satisfaction • Resolve problems, improve operations and provide exceptional service.

Education

• Degree: Bachelors Degree

  Major: Duration: Jun 2018 - Jul 2022
  

Brief Introduction

Seeking a challenging role in Service Desk operations where I can leverage my expertise in technical support, team leadership, and quality assurance. Committed to delivering exceptional service, optimizing processes, and contributing to the success of the organization.

Skillset

• 9 years of relevant experience
• Call Monitoring
• Liaising
• Advisory Support
• Prioritising
• Service Desk
• Training Materials
• End Users
• Daily Operations
• Managerial Skills > Team Management
• Customer Escalations
• Service Level
• HP Hardware

Work Experience

Quality Analyst

May 2021 - Jan 2025



• Monitor calls/cases to evaluate domain knowledge accuracy and communication ability. Provide regular performance feedback and coaching, addressing outliers on a one-to-one basis and reporting feedback to Team Leader/Manager. Coach agents and outliers on the floor regarding domain knowledge and communication skills. Generate daily, weekly, and monthly reports for internal purposes. Ensure internal monitoring aligns with external scores provided by clients for the site. Provide weekly Quality Assurance (QA) feedback to supervisors to assist in analyzing team trends. Calibrate cases internally with the team to minimize rating discrepancies. Conduct regular huddles with various teams/training batches to share client expectations and observed trends. Analyze performance data for the team, develop improvement plans, and execute them, especially for the bottom quartile. Coordinate with customer counterparts for any Knowledge Transfer (KT) sessions. Conduct Root Cause Analysis (RCA) on Fatal Errors and provide input for further training needs. Propose Quality Improvement Plans. Conduct refresher training on processes, ticket documentation mandates, customer handling, and communication skills. Ensure technical skills are updated for new support services. Assist in updating the Knowledge base. Reason for Leaving: For personal growth and greener pasture.

Service Desk Analyst

Nov 2019 - Apr 2021



• Manage, prioritize, and document incoming questions and support requests by phone, email, and chat. Resolve technical issues quickly and efficiently. Categorize and record reported queries, providing solutions where possible. Install and configure necessary software to meet end-user needs. Test and analyze IT system and software performance. Advise users on appropriate courses of action. Monitor issues from start to resolution. Provide essential online security advice and support. Prioritize and resolve IT concerns, escalating serious issues to relevant stakeholders. Monitor and report service desk tickets. Avoid service interruptions by performing system installations, updates, and maintenance procedures. Prepare training manuals and FAQ materials for easy-access end-user guidance.

Team Leader Trainee

Apr 2017 - Jan 2019



• Handle day-to-day operations efficiently. Ensure proper processes are followed and offer regular instructions to agents on how to improve their performance. Manage a team of associates effectively. Conduct regular coaching and training sessions to motivate associates and implement reporting mechanisms for career development. Monitor and assess customer calls for quality assurance, both recorded and live. Analyze reports, including process dashboards and team performance reports, and initiate appropriate action plans and training. Independently handle and assist customer escalations to determine problems and provide resolutions for any customer care issues or service problems, coordinating escalations and assessing customer needs. Collaborate with support functions such as QA and Escalation Manager to drive improvements for the team. Handle admin-related tasks such as payroll and reports. Possess knowledge about service level agreements for the account. Provide nesting support for new agents. Reason for Leaving: For better opportunity.

See more

Education

• Degree: Bachelor's Degree

  Major: Duration: Jun 2008 - Mar 2012
  

Brief Introduction

Skillset

• 2 years of relevant experience
• Customer Service
• Ecommerce
• Phone Support
• Email Support
• Chat Support

Work Experience

Customer Service Representative

Aug 2022 - Jan 2025



• Client: EMEA, Google Store (eCommerce) Assisted customers with placing orders and resolving delivery issues. Provided basic troubleshooting for non-functional phones and minor technical issues. Handled 10-15 customer calls/day, 3-5 chat support sessions/day, and 15-20 email inquiries/day. Utilized company website, Google tools, and Chromebooks for support tasks. Reason for Leaving: The account was recently moved to another site that is quite far from her location.

Customer Service Representative

Jun 2021 - Sep 2021



• Client: E-commerce (eBay) Assisted customers with placing orders and addressing inquiries and complaints. Managed 20-25 customer calls/day with an average handle time (AHT) of 30 minutes. Utilized Microsoft Office and the eBay website for support tasks. Reason for Leaving: Relocated back to Manila.

Education

Brief Introduction

Dedicated IT professional with over four years of experience in customer support, technical troubleshooting, and desktop support. Proven ability to manage and resolve complex technical issues, enhance user experience, and improve operational efficiency. Seeking a challenging position to leverage my expertise in IT support and advance my career with opportunities for growth and higher compensation.

Skillset

• 4 years of relevant experience
• End Users
• VPN
• Microsoft Office 365
• Remote Desktop
• Citrix Winframe
• VMware
• Internet Access
• Software Installation
• Answering The Phones
• Service Desk
• Laptops
• Microsoft SharePoint
• English
• Multi-tasking
• Problem Solving
• Time Management
• Microsoft Office

Work Experience

Remote Desktop Support L2

Dec 2022 - May 2024



• Provide Level 2 support for end users to fix issues related to laptops, desktops, Citrix, VMWare, headsets and other peripherals, printers, internet connections, VPNs, Microsoft O365 applications, network drives, software installation and repairs, etc. Assisted end users with password resets. Performed basic troubleshooting for MS Office applications. Resolved issues related to slow internet, network, and other company applications. Managed mobile device enrollments. Registered users to MSA. Tools Used: Office 365, Active Directory, VMWare, Bomgar, Service Now, ITSM, Avaia, Citrix Reason for Leaving: Seeking a higher salary and additional benefits as current compensation is 24k.

Global Service Desk

Feb 2021 - Dec 2022



• Answer calls from end users and help them with their technical inquiries, password resets, account login issues to different applications and tools, and issues related to network connections, VPNs, laptops, desktops, company-provided mobile devices, printers, emails, SharePoint, network drives, Microsoft O365 applications, software requests, etc.

Billing Associate

Jun 2020 - Feb 2021



• Answer calls from customers inquiring about their device and appliance insurance, plan renewal and cancellation, refund and dispute requests, unknown charges, general inquiries, etc.

See more

Education

• Degree: Bachelor of Arts

  Major: Duration: Jun 2006 - Mar 2009
  

  Degree:

  Major: Duration: Jun 1999 - May 2001