Senior Customer Service Representative
Laguna
Administrative and customer support professional with 10+ years of experience serving clients and customers across accounting, healthcare, pharmacy, employee benefits, e-commerce, and learning-management environments. Experienced in handling high-volume customer interactions through phone, email, live chat, and CRM platforms. Skilled in administrative coordination, appointment scheduling, client onboarding, data entry, document review, case and ticket management, issue resolution, escalation, and confidential information handling. Known for clear communication, attention to detail, dependable follow-through, and the ability to work independently or collaboratively while following standard operating procedures and service-level requirements
Bentley Accounting, contract
Mar 2024 to Apr 2026
Served as a primary point of contact for Australian clients through phone, email, follow-ups, and appointment coordination. Managed calendars, bookings, appointments, multiple inboxes, and administrative workflows to support timely client service. Supported client onboarding and enrollment by creating and maintaining accurate client records in internal systems. Created and maintained jobs and client information in Xero/XPM for tax returns, business activity statements (BAS), and related accounting services. Reviewed client-submitted documents and information, followed up on outstanding requirements, and coordinated tasks with internal staff. Performed data entry and general administrative support while following standard operating procedures and maintaining accuracy, confidentiality, and consistency.
Stefanini, full_time
Feb 2022 to Feb 2024
Began in email support and was promoted to Senior Customer Service Representative after four months based on performance, reliability, and effective issue resolution. Supported clients through email and inbound phone calls regarding account concerns, Learning Management System (LMS) inquiries, and general service questions. Investigated customer concerns, provided accurate resolutions or guidance, and escalated issues when additional assistance was required. Managed multiple requests while following established procedures, service standards, and documentation requirements.
Everise, full_time
Feb 2021 to Jan 2022
Provided phone support to U.S. customers using mail-order and specialty pharmacy services. Assisted with medication refills, prescription status, order tracking, shipping, and pharmacy service concerns. Reviewed account and order information to identify appropriate resolutions and provided clear guidance to customers. Coordinated with internal pharmacy and support teams when issues required further investigation or specialized assistance. Protected sensitive customer and healthcare information while following privacy requirements and established procedures
GeBBS Healthcare Solutions, full_time
Feb 2019 to Feb 2021
Supported the Revenue Cycle Management (RCM) intake team for a U.S. durable medical equipment (DME) provider. Handled inbound calls regarding medical equipment, prescriptions, orders, and service-related concerns. Conducted outbound calls to customers and physicians’ offices to follow up on prescriptions, documentation, and DME requirements. Coordinated with patients, physicians’ offices, and internal teams to obtain missing information and help prevent fulfillment delays. Reviewed and verified information for accuracy while following healthcare documentation, workflow, and confidentiality requirements. Developed familiarity with Healthcare Common Procedure Coding System (HCPCS) codes for DME billing, equipment, and supplies.
Conduent, full_time
Jul 2017 to Jan 2019
Provided phone support to U.S. account holders for a digital health benefits administrator. Assisted customers with Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), and Health Reimbursement Arrangements (HRAs). Resolved inquiries involving eligibility, account access, transactions, contributions, reimbursements, and qualified healthcare expenses. Reviewed account information, investigated concerns, and explained processes and resolutions clearly and accurately. Followed established procedures and compliance requirements when handling sensitive customer and healthcare-related information.
24/7 Customer Philippines, full_time
Jul 2016 to Jul 2017
Provided phone and live chat support for customers of a major U.S. e-commerce and general merchandise retailer. Assisted with website navigation, product and order inquiries, order processing, order status, and shipment tracking. Handled refunds, replacements, and price-match adjustments according to applicable policies and procedures. Investigated order and account concerns, documented interactions and resolutions in the CRM system, and maintained a positive customer experience.
Lazada, full_time
Jan 2015 to Jun 2016
Created and maintained product listings for an e-commerce marketplace, including titles, descriptions, specifications, pricing, and catalog information. Reviewed product data for accuracy, consistency, completeness, and compliance with marketplace listing requirements. Performed high-volume data entry, corrected missing or inaccurate information, and supported product categorization and catalog updates.