Customer Service Team LeaderIBack OfficeILead GenerationIB2B,B2CIOutreachSalesITechnicalSupport|HelpDesk

I'm a highly motivated individual who thrives in a fast-paced environment. I am a quick learner and a team player.

Currently seeking a new opportunity. I am looking for a long term employment. See attached resume for your reference

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Software Experience: Salesforce, Account Master, Import, Instructor, Citrix Workspace,Jira, Zendesk, MSOFFICE365, Slack, Google meet ,Trello, Asana, MS Office, Excel

Familiarity with: Active Directory, Azure AD Google Workspace,

I have background Industries with Healthcare [ benefits, billing, provider and patients/ clients approach ] , Telco , real states , Amazon customer service va, Helpdesk Technical support

Back office , administrative tasks - 4 yrs
Outbound outreach - 2 yrs
Lead generation , inbound sales - 5 yrs
Customer service executive - 5yrs
Technical support , Helpdesk- 3 yrs
Chat support - 2 yrs
E-commerce VA - 2 yrs customer service

Work Experience:

Deutsche Börse Group
Client Data Management Officer

- MONITOR, VERIFY AND EXECUTE INCOMING INTERNAL/EXTERNAL REQUESTS (SIGNATURE
VERIFICATION, ACCOUNT OPENING, DOCUMENTATION VALIDATION)
-COMPLIANCE WITH CONFIDENTIAL FILES AND DOCUMENTATIONS
- VERIFY ACCURACY COMPLETENESS OF THE REQUESTS AND PROVIDE FEEDBACK.PROVIDE REGULAR
STATUS ON REQUESTS ACCOUNT OPENING
- MAINTAIN AND UPDATE ASSIGNMENT DATA IN INTERNAL SYSTEMS
- COORDINATE DOCUMENTATION AND APPROVALS TO DESIGNATED DEPARTMENT'S
- MANAGE DAILY OPERATIONAL AND ADMINISTRATIVE TASKS, ENSURING TIMELY COMPLETION
- COMMUNICATE AND COORDINATING WITH COMPLIANCE TEAM AND RELATIONSHIP MANAGERS OF
PROPER CLIENT REQUIREMENTS, APPROVALS AND MAKING SURE DIGITAL SIGNATURES AND
PROCESSES ARE BEING FOLLOWED ACCORDINGLY.
- CHECKING AND CORRECTIONS TO BE REQUESTED TO DESIGNATED DEPARTMENTS
- UPDATING TRACKING RECORDS (EXCEL) FOR MONITORING PURPOSES
- COLLECTION AND STORAGE OF CLIENT DOCUMENTATION -
CREATING AND RECEIVING SWIFTS FOR CLIENTS
- COMMUNICATING WITH RELATIONSHIP MANAGERS AND RELATED DEPARTMENTS OF STARTING TO
COMPLETION OF ACCOUNT OPENING.
- RESEARCH ACTIVITIES

Accolade
Outbound Outreach Sales

Facilitate the seamless flow of notes and maintain correspondence data as necessary.
Conduct outbound outreach to members regarding their virtual primary care, mental health support, and expert medical opinions (2nd.MD) to aid in better treatment decisions and options.
Communicate with relevant departments and care advocates to assist employees and members in understanding their benefits, locating providers, and resolving billing issues.
Handle data entry tasks with precision and a keen attention to detail.
Address inquiries from customers and clients through effective communication.
Participate in initiatives focused on process improvement to enhance overall efficiency.
Collaborate with Accolade teammates to ensure an exceptional service experience for clients.
Ensure that voicemails and tasks are managed by other Health Assistants during their absence.
Maintain a record of provider engagement experiences to enhance our search processes and outcomes.
Utilize a mix of IT tools, direct contacts, and personal influence to identify provider options for clients.
Provide technical support and troubleshoot issues to ensure the smooth operation of systems and devices.
Use various internal and external tools, websites, and systems to resolve tasks and inquiries.
Ensure timely mailing of note cards and other correspondence.
Conduct web-based non-clinical research as required.
Manage special administrative projects as requested.
Adhere to company policies and HIPAA regulations.
Complete additional administrative tasks as assigned by the Supervisor.


International SOS
Customer Service Executive and Network services Back Office specialist


Handling inbound and outbound calls from military personnel, veterans, and their families who require healthcare assistance, appointment scheduling, and medical support from our nursing staff.
Creating and sending medical authorizations for clients in emergency situations.
Assisting with medical evacuations whenever necessary.
Managing provider credentials and performing routine data maintenance to ensure compliance with contractual requirements and corporate network services guidelines, while maintaining overall data integrity.
Collaborating closely with various TRICARE departments, regions, and providers to obtain credentials and necessary information promptly and efficiently.
Supporting Network Services data projects, semi-annual audits, and ad hoc requests.
Assisting delivery teams in managing out-of-network credentialing requests as previously agreed.
Making outbound calls to clients to educate them on the necessary steps for compliance with guidelines.
Updating, correcting, and adding information received from managers, regional managers, and other relevant departments related to operations.
Communicating directly via phone, email, and fax with providers to gather credentials, information, and necessary updates.
Reporting any issues requiring managerial attention to the Network Services Support Manager.
Organizing and managing company data to ensure it is accurate, secure, and easily accessible for business operations.

AT&T INTERNATIONAL - Technical Support Representative


Handle inbound customer calls and outbound calls to provide technical assistance.
Resolve technical issues as per instruction/ step by step given by the system for escalation from IT User Support and escalate to appropriate levels as required.
Walk customers through solutions in a clear, simple way about their voip/ internet issues or connections
Troubleshoot wifi equipments ,TV and mobile data issues
Guiding customers of rebooting and restarting of internet equipments
Replacement of modems
Help customers with troubleshooting by phone, chat, or email.
Maintain up-to-date knowledge about ATT products and services.
Respond to customer queries about ATT services, equipment, promotions, roaming
and billings. Enhance customer retention and satisfaction by providing outstanding
and prompt customer services. Take customer calls and complete service orders.

XSPlatforms
Sales Shift Manager

- Assigning tea-----------mbers with tasks to be completed each shift
- Conducted lead generation through various online and social media platforms to identify new clients.
- Setting an appointments with clients
- Setting performance metrics for tea-----------mbers and work with tea-----------mbers to ensure all metrics are met
- Properly resolving problems and troubleshooting issues as they arise without the direction of management
- Managing multiple projects as well as staff members
- Reporting to the assistant or general manager and meeting with management to review goals and metrics
- Maintaining a work environment that meets company, state and federal safety and employment guidelines

Teletech Phils.
Technical Support Specialist

- Monitor, troubleshoot, and engage with customers across voice ,chat ,ticketing (Zendesk) & email ensuring every interaction is clear and reassuring.
- Provide advanced technical support and case management for escalated inquiries across mobile and fixed services with precision and care.
- Addressing Internet connection issues via routers, data and TV connections
- Taking full responsibility for end-to-end resolution, working closely with specialist teams to deliver timely, effective solutions.
- Upselling of services whenever it applies
- Escalating to Lvl 3 Tech support whenever it applies.
- Responsible for replacement of routers or any related equipment given
- Share insights and ideas with peers to continuously raise the bar for customer experience.
- Embrace agility and adaptability in a fast-changing environment, always putting the customer first

Amazon VA Customer Service

Answering customer inquiries and requests via phone, email, and live chat.
Handling a wide range of concerns, including order status, product questions, payment matters, and website guidance.
Supporting customers, drivers, and delivery partners to ensure successful package deliveries.
Tracking and documenting all customer interactions in a database and escalating complex cases to the appropriate departments.
Gathering information to identify trends and prevent potential issues that could impact the customer experience.

Real Estate VA
Lead generation and Prospecting sellers and buyers of Properties

Identifying and researching potential buyers or sellers through property online sites like Zillow,Craiglist, Google searching, Faceook Marketplace, industry databases, and social platforms like LinkedIn.
Initiating contact with prospects via cold calling, personalized emails, and text messaging to gauge interest in buying or selling.
Assessing a prospect's needs, timeline, and budget to determine if they are a "serious" client before passing them to an agent.
Managing agent calendars and scheduling consultations or property tours at convenient times for both parties.
Keeping the Customer Relationship Management (CRM) system updated with detailed notes on every interaction, follow-up reminders, and lead status.