I am a dedicated and results-driven professional with nearly 8 years of experience in the Business Process Outsourcing (BPO) industry, specializing in Customer Service, Technical Support, Healthcare, Sales, Telemarketing, Lead Generation, and Business Development. I hold a Bachelor of Science in Information Technology (BSIT), providing me with a strong technical foundation and excellent problem-solving skills.
Throughout my career, I have supported customers across multiple industries, including telecommunications, healthcare, insurance, finance, and B2B services. As a Technical Support Representative (TSR) for AT&T and Comcast/Xfinity, I provided troubleshooting and technical assistance for internet, Wi-Fi, cable TV, home phone, and mobile services. I guided customers through device and network troubleshooting, diagnosed connectivity issues, resolved service concerns, and educated customers on products and services. I also identified customer needs and successfully upsold mobile phone plans, internet upgrades, TV packages, and home phone services while consistently delivering excellent customer experiences.
In the healthcare industry, I worked with Sutherland Global Services supporting the Horizon Blue Cross Blue Shield account, where I assisted members with claims, benefits, eligibility, coverage verification, and billing-related inquiries. I was also upskilled to handle billing concerns, ensuring accurate information and quality customer support.
My outbound sales and telemarketing experience includes cold calling, lead generation, appointment setting, and consultative selling for Medicare Parts A & B healthcare campaigns, Ideal Image non-invasive cosmetic services, auto insurance, mortgage and financial services, IT products, B2B campaigns, and recruitment/job posting campaigns. I am experienced in qualifying leads, handling objections, building rapport, closing opportunities, and maintaining long-term customer relationships.
My background has strengthened my communication, active listening, technical troubleshooting, analytical thinking, multitasking, and customer relationship management skills. I adapt quickly to new systems, learn new processes efficiently, and thrive in fast-paced remote and office environments. I am committed to delivering exceptional customer service while helping businesses achieve their goals.
**Core Competencies**
* Customer Service & Customer Care
* Technical Support (Internet, Wi-Fi, TV, Home Phone & Mobile)
* Network & Connectivity Troubleshooting
* Device & Service Troubleshooting
* Healthcare Claims, Benefits & Billing
* Healthcare Customer Support
* Medicare Parts A & B Campaigns
* Cold Calling & Telemarketing
* Appointment Setting
* Lead Generation & Prospecting
* B2B Sales & Business Development
* Sales, Upselling & Cross-selling
* Auto Insurance Campaigns
* Mortgage & Financial Campaigns
* IT Products & Services
* CRM Systems & Documentation
* Email & Chat Support
* Administrative & Virtual Assistance
* Data Entry & Internet Research
* Strong Communication & Problem Solving
* Time Management & Multitasking
