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.
  
  

• Team Leader

  Feb 2017 - Mar 2021

  
  
  • Handled a telecommunications company based in the US
  • 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 and feedback. Monitoring sales targets. Providing training to enhance their skill set and product knowledge.
  
  

• Subject Matter Expert/Policy Consultant

  Nov 2012 - Mar 2016

  
  
  • Explaining the terms and conditions of clients'/patients' insurance policies. Helping clients understand the policies’ coverage, exclusions, and limitations. Analyzing client needs and recommending suitable policies. Assisting with clients’ claims.
  
  

• Technical and Sales Representative

  Dec 2008 - Jun 2010

  
  
  • Answering general questions about products and services. Helping customers with troubleshooting issues. Assisting customers with their billing concerns. Offering new products and additional services. Employment Gap: focused on her studies at the time.
  
  

---

Education

• Degree: Associate Degree

  Major: Duration: Jun 2007 - Oct 2010