Top-Performing CSR | Remote E-commerce, Insurance Healthcare Support
Zamboanga del Norte
Hi, I’m Nikko — a Customer Service Representative with 8 years of BPO and remote contact center experience across e-commerce, insurance, and healthcare. I’ve supported major accounts like Amazon, Manulife, and Dexcom, handling everything from order management and refunds to insurance claims and HIPAA-compliant patient support. What I bring to the table: • Proven results — Recognized as a Top Performing Agent and Pinnacle Voice Award recipient, with a sustained 100% accuracy rate across data-sensitive, high-volume environments. • Industry versatility — Equally comfortable with e-commerce support, insurance/benefits processing, and medical device troubleshooting — I adapt fast to new products and compliance requirements. • Remote-ready from day one — Years of fully remote, async-capable work using Salesforce CRM, Zoom, and Microsoft Teams, with strong self-management and audit-ready documentation habits. • Compliance-minded — Deep experience with HIPAA, fraud detection, and regulatory frameworks, so client data is always handled with care. What sets me apart isn’t just the years — it’s that I’ve consistently been the agent companies trust with their most sensitive accounts (healthcare, insurance, medical devices) while still hitting the speed and satisfaction metrics that high-volume e-commerce demands. I bring both precision and pace.
Dexcom, contract
Jul 2025 to Jan 2026
Coordinated with logistics partners to manage the full resolution lifecycle — tracking shipments, verifying deliveries, and updating stakeholders proactively.
Manulife Data Service, full_time
Sep 2022 to Jul 2025
Verified and reconciled complex insurance claims (health, dental, drug benefits) with a sustained 100% accuracy rate across blended email and phone support channels. Managed invoicing workflows and pursued outstanding claims, resolving billing discrepancies between providers and payers efficiently.
Iploy OPC, full_time
May 2019 to Sep 2022
Managed the full order lifecycle for medical providers, including eligibility verification, accounts receivable recovery, and patient-focused logistics coordination. Administered medical re-ordering processes for healthcare providers, enforcing eligibility and regulatory compliance at every stage of the patient supply chain.
Concentrix Amazon, full_time
Nov 2017 to Jan 2019
Supported end-to-end order lifecycle management and delivery issue resolution for a high-volume global retail account. Managed customer orders, refunds, and replacements with attention to accuracy and empathy, ensuring seamless service experiences. Resolved delivery failures and escalations by coordinating with warehouses and last-mile carriers, reducing turnaround time on critical service issues.