Customer Service Representative - Pet Insurance, Fintech, Healthcare
Metro Manila
Versatile and results-driven professional with a strong background spanning BPO Customer Support, Events & Marketing Management, and Project Coordination. Experienced in delivering high-quality client support, driving multi-channel communication (Voice, Email, Chat), and maintaining top customer satisfaction metrics. Proficient in utilizing key industry tools including CRM systems (Zendesk, Salesforce), ticketing platforms, project management software (Asana, Trello), and Microsoft Office / Google Workspace. Proven track record as a Project Associate, adept at managing project workflows, stakeholder coordination, and executing marketing initiatives. Highly adaptable and detail-oriented, with a dual focus on delivering exceptional client experiences and driving operational efficiency.
Everise Philippines , full_time
Jun 2026 to Sep 2026
▪ Customer Account Management: Managed high-volume customer profiles utilizing Salesforce CRM to track interactions, verify active policies, and maintain precise account-holder data documentation. ▪ Omnichannel Communication & Support: Executed seamless inbound/outbound phone campaigns and email correspondence addressing complex pet insurance inquiries, claims, and policy modifications. ▪ Procedural Quality Compliance: Audited and resolved complex policy cases by meticulously applying technical PDF guidelines, ensuring 100% accuracy and alignment with standard resolution protocols. ▪ Information Synthesis & First Contact Resolution: Translated dense technical policy documentation into clear, easily understood guidance for non-technical customers, achieving a high rate of First Contact Resolution (FCR). ▪ Escalation & Conflict Resolution: De-escalated high-tension customer situations with empathy, identifying complex account issues to execute seamless, warm transfers to tier-2 support or specialized escalation teams with detailed Salesforce case notes.
Teleperformance , full_time
Feb 2026 to Jun 2026
members through password resets, 2FA, cache clearing, and device reinstallation to restore immediate account access. ▪ Chime Fintech Product & Card Management: Handled inbound calls regarding enrollment, mobile check deposit status, SpotMe overdraft protection, MyPay advances, and Credit Builder parameters while executing immediate card activations and replacement requests. ▪ Account Lifecycle & Legal Operations: Managed administrative account operations during live member calls, including PII data updates via restricted databases, dormant account reactivations, third-party asset verifications, and Power of Attorney (POA) legal documentation for deceased estates. ▪ Risk Screening & Fraud Triage: Served as frontline security by screening telephonic indicators of Account Takeover (ATO) or forced closures, initiating preliminary documentation for unauthorized charges, and executing high-priority warm transfers to the Fraud and Dispute Departments. ▪ Call Management & Toolstack Mastery: Handled high-volume voice queues using Zendesk, leveraging Penny CRM for real-time member data retrieval, Shelf for live compliance cues, and Incode for analyzing pass/fail identity verification results during calls.
Alorica Philippines , full_time
Sep 2025 to Dec 2025
▪ Frontline Member Support & Toolstack Utilization: Delivered voice-based customer service to Centene WellCare Part D members by leveraging Ascend and Express Scripts to resolve eligibility inquiries, manage formulary drug prescription lookups, and explain specific Medicare Part D plan features. ▪ Prescription & Cost Estimation: Generated accurate pricing estimates by analyzing drug tiers, preferred pharmacies, and coverage stages to educate members on co-pays, co-insurance, and cost-saving options. ▪ Mail-Order & Portal Assistance: Managed mail-order prescription requests, refills, and order tracking while guiding members through online portal navigation, digital ID access, and account updates. ▪ Medicare Scope & Routing: Identified inquiries falling outside Part D scope—specifically Medicare Parts A, B, and C—and executed precise warm or cold transfers to appropriate specialized departments. ▪ Compliance & Documentation: Maintained high-quality, accurate documentation of all member interactions in strict compliance with CMS and WellCare organizational guidelines to ensure data integrity.
Radix Holdings LLC, part_time
Jan 2025 to Jun 2025
▪ eCommerce Catalog Management: Managed end-to-end product uploads and strategic listings across digital storefronts including Shopify, ensuring accurate pricing, descriptions, and media formatting. ▪ Inventory Control & Monitoring: Conducted routine inventory audits and real-time updates across platforms to prevent stockouts, maintain data integrity, and guarantee accurate supply levels. ▪ Order Fulfillment & Tracking: Processed, verified, and tracked incoming customer transactions daily to streamline fulfillment pipelines and ensure timely delivery and high satisfaction.
Centro Escolar University, full_time
Jun 2024 to Nov 2024
▪ Administrative & Workflow Operations: Managed front-line office communications, directed walk-in applicant inquiries, encoded official reports, and monitored inventory, schedules, and equipment to ensure seamless department workflows. ▪ Recruitment & Digital Marketing: Executed student recruitment campaigns through off-campus school visits and fairs in Taguig and Pasay, while driving digital presence by posting social media content. ▪ Event Logistics & Coordination: Facilitated end-to-end logistics for high-profile university events, including the 16th Commencement Exercises, Sampaguita Interlude, the Freshman Assistance Center, and various campus pinning and white coat ceremonies.
Rex Book Store, Inc., full_time
Mar 2023 to Nov 2023
▪ Vendor, Budget, & Procurement Control: Managed end-to-end vendor transactions, contract tracking, and budget allocations for complex multi-channel marketing campaigns while building rigorous monitoring trackers to ensure cost-efficiency. ▪ Brand Integrity & Cross-Functional Campaigns: Championed cross-functional alignment between internal creative teams and external partners to enforce strict compliance with corporate branding and visual communication guidelines across digital and physical media. ▪ Large-Scale National Event Logistics: Spearheaded operational execution and stakeholder communications for over 25 high-profile national conventions, international conferences, and exclusive academic seminars across major Philippine regions.
Wordtext Systems, Inc., full_time
Feb 2022 to Oct 2022
▪ WSI Brand & Tech Event Production: Coordinated end-to-end planning, logistics, and expense tracking for Wordtext Systems' premier technology product launches and summits, ensuring alignment with corporate objectives. ▪ Multi-Brand Stakeholder Coordination: Managed strategic relationships with global technology partners—including Huawei, Microsoft, Panasonic, and Poly—while overseeing external vendors to produce high-quality marketing collaterals. ▪ Corporate Audience & On-Site Operations: Drove attendee engagement for WSI corporate initiatives through telemarketing and RSVP management while leading on-site event execution, registration desks, and technical staging setups.
TNB Office and School Supplies, full_time
Feb 2020 to May 2021
▪ Business Operations & Supplier Procurement: Executed end-to-end management of a retail business, overseeing purchase order lifecycles, invoicing, and direct negotiations with suppliers to secure reliable product fulfillment and optimal stock turnover. ▪ Inventory Control & Order Consolidation: Supervised daily stock levels and product tracking to maintain inventory accuracy while consolidating bulk client orders to streamline shipping logistics and minimize overhead operational costs. ▪ Digital Marketing & Customer Relations: Spearheaded localized social media promotional campaigns to expand market reach and directly resolved all client inquiries, product complaints, and service issues to ensure high customer retention.