ALICIA SORIANO
Navotas City
Summary
Detail-oriented professional with extensive experience in delivering high-quality administrative and customer service support, demonstrating strong aptitude for managing remote office procedures and communications. Proven ability to meet tight deadlines while processing information efficiently, utilizing exceptional research skills to enhance operational effectiveness. Committed to fostering positive relationships with clients and colleagues, ensuring seamless workflows and exceptional service delivery. A results-driven approach, combined with keen attention to detail, positions this candidate as a valuable asset in any dynamic work environment.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Ascent HR-Infinx Healthcare
08.2024 - Current
- Scheduling Appointments: Arranging appointments for patients with various healthcare providers and specialists.
- Managing Patient Records: Updating and maintaining patient information, including appointment details and medical history.
- Confirming and Reminding Patients: Sending appointment confirmations and reminders to minimize no-shows and ensure patients are prepared for their visits.
- Responding to inquiries from patients about appointments, scheduling, and other related matters.
- Managing Waiting Lists: Finding available slots for patients on waiting lists when appointments are cancelled.
Customer Service Representative
Telus International
12.2022 - 08.2024
- Responding to customer inquiries and resolving issues via phone, email, or live chat.
- Providing information about products or services.
- Processing orders, returns, and exchanges.
- Handling complaints and finding solutions to customer problems.
Customer Service Representative
Ekxinum
12.2021 - 04.2022
- Follow up customer calls where necessary.
- Document all call information according to standard operating procedures.
- Enter new customer information into the system.
- Process orders, forms, and applications.
- Provide customers with product and service information.
- Complete call logs.
- Research required information using available resources.
Customer Service Representative
Concentrix-Convergys
07.2020 - 05.2021
- Answering customer inquiries about products, services, or orders.
- Providing information and assistance in a professional and courteous manner.
- Resolving customer complaints or issues efficiently and effectively.
- Processing orders, returns, and exchanges.
- Logging and documenting customer interactions and details of inquiries or issues.
- Transferring calls to appropriate departments or supervisors when necessary.
- Upselling or cross-selling products or services, depending on the nature of the call.
- Following scripts or guidelines to ensure consistency in customer service.
- Adhering to call center metrics and targets, such as average handling time and customer satisfaction scores.
- Continuously improving product knowledge and customer service skills through training and feedback.
Education
Associate - Office Administration
Navotas Polytechnic College
08.2015
Bachelor of Science - Computer Science
Tarlac State University
03.2015
Skills
- Calendar and meeting scheduling
- SMM
- Email handling and email inbox optimization
- Customer Support
- Google Suite
- MS Office
- Research
- Data collection
- Data entry
Languages
English
Tagalog
Personal Information
Title: Customer Service Representative
Timeline
Customer Service Representative
Ascent HR-Infinx Healthcare
08.2024 - Current
Customer Service Representative
Telus International
12.2022 - 08.2024
Customer Service Representative
Ekxinum
12.2021 - 04.2022
Customer Service Representative
Concentrix-Convergys
07.2020 - 05.2021
Associate - Office Administration
Navotas Polytechnic College
Bachelor of Science - Computer Science
Tarlac State University
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