ABBY A. SALUNDAGUIT
Norzagaray
Summary
A responsible, proactive and dependable Customer Service Representative for 6 years. I worked for retail, financial and healthcare accounts. I am hard-working and value my client's trust and I commit myself to any job.
Overview
10
10
years of professional experience
Work History
Healthcare Customer Service Representative
Everise
06.2023 - 04.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- I address patients' questions about insurance, benefits, and Eligibility.
- Check for prior authorization status.
- Check the status of the claims and provide reasons for denial.
- Provide covered drugs (branded and generic), look for alternative medication.
- Find In-network providers and specialists.
- Processed payment, provided total balance due, and monthly premium with paid through date.
- Provide other healthcare information, and I had to ensure patients received the necessary information and support about their policies.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
Healthcare Customer Service Representative
Teletech
11.2022 - 04.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- I address patients' questions about insurance, benefits, and Eligibility.
- Check for prior authorization status.
- Check the status of the claims and provide reasons for denial.
- Provide covered drugs (branded and generic), look for alternative medication.
- Find In-network providers and specialists.
- Processed payment, provided total balance due, and monthly premium with paid through date.
- Provide other healthcare information, and I had to ensure patients received the necessary information and support about their policies.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
Customer Service Representative (Email and Voice)
Concentrix
11.2019 - 08.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills and positive feedback from customer.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative (BDO Collection Voice)
Inspiro
08.2018 - 10.2019
- I answered phone calls and assisted the customer with their past-due credit card, home loans and car loans.
- Explained and computed their late penalty fees and other charges.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Office Staff
BTI Courier Express INC
04.2015 - 06.2017
- Provided excellent customer service by addressing inquiries promptly and professionally via phone or email correspondence.
- Managed high-volume incoming phone calls, ensuring timely response and accurate information provided to callers.
- Updated the information in spreadsheets.
- Accurately and efficiently recorded and encoded remittance transactions into a system.
Education
Bachelor of Science - Business Administration, Financial Management
La Consolacion University of the Philippines
04.2015
Skills
- Can easily learn new working techniques from my supervisor and among workmates
- Willing to work under pressure and on long hours; has initiative towards work
- Well organized and has personal time management
- Goal-oriented and dedicated
- Call center experience
- Healthcare industry
Personal Information
Tagalog/English
Timeline
Healthcare Customer Service Representative
Everise
06.2023 - 04.2025
Healthcare Customer Service Representative
Teletech
11.2022 - 04.2023
Customer Service Representative (Email and Voice)
Concentrix
11.2019 - 08.2022
Customer Service Representative (BDO Collection Voice)
Inspiro
08.2018 - 10.2019
Office Staff
BTI Courier Express INC
04.2015 - 06.2017
Bachelor of Science - Business Administration, Financial Management
La Consolacion University of the Philippines
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