Kyle R.

Highly-experienced in customer support across various industries

Metro Manila

Overview

Hi, my name is Kyle Gerard Romero, and I have over nine years of customer service experience across the telecommunications, financial, and healthcare industries. Throughout my career, I've had the opportunity to support customers and patients from the United States, Australia, and the United Kingdom through phone, chat, and email. My experience includes technical support, billing assistance, account maintenance, appointment scheduling, and healthcare support. I've worked in fast-paced environments where meeting performance metrics like customer satisfaction, quality assurance, and average handling time was important, while still ensuring that every customer felt valued and supported.

Skills and Tools

• Customer Support
• Phone Support
• Chat Support
• Email Support
• Ticket Management
• Technical Support
• Quality Assurance
• Customer Onboarding
• CSAT Surveys
• BPO Operations
• Tier 2 Support
• Tier 1 Support

Work History

• Customer Service Representative

  Fella Health, full_time

  Feb 2025 to Jun 2026

  Receives inbound calls, chats, and emails from potential and existing patients who have queries regarding products offered / assistance with their existing subscriptions. Responsible for addressing billing concerns, order inquiries, processing refunds, and updating necessary records Meet target KPIs: QA scores, CSAT, and AHT

• Patient Scheduler / Billing Specialist

  Infinx, full_time

  Jul 2023 to Jan 2025

  Receives inbound calls from patients looking to schedule appointments or check on existing schedule details. Responsible for scheduling patients for medical imaging procedures, confirming existing schedule details, and informing patients of appointment instructions. Educates patients on billing specifics such as insurance denials, account balance, payment history, and payment breakdowns Meet target KPIs: AHT, number of schedules, and QA scores.

• Account Maintenance Specialist

  InfoSys, full_time

  Jul 2022 to Jul 2023

  Receives inbound calls from investments firm clients Responsible for handling and addressing online account maintenance concerns and routing calls to appropriate departments. Meet target KPIs: CSATs, AHT, and QA scores

• Customer Support Representative

  Afni, full_time

  Nov 2020 to Jun 2026

  Receives inbound calls from mobile phone service customers. Responsible for handling billing concerns and basic troubleshooting for wireless devices. Meet target KPIs: AHT, CSAT and Callbacks.