Agnetha R. Reyes
Customer Service Representative
Lumban, Province Of Laguna
Summary
Personable and empathetic with natural ability to connect with people and build trust. Possesses knowledge of patient advocacy, care coordination, and healthcare systems, combined with skills in communication and problem-solving. Aiming to make positive impact on patient outcomes and overall healthcare experience.
Overview
9
9
years of professional experience
Work History
Healthcare Advocate
Optum Global Solution
01.2020 - 02.2025
- Patient Support: Assist patients in understanding their diagnoses, treatment plans, and medical procedures. Provide clarity on medical terminology and ensure patients are well-informed about their healthcare choices.
- Coordination of Care: Facilitate communication between patients and healthcare providers to ensure cohesive and comprehensive care. Schedule appointments, arrange for tests and screenings, and ensure timely follow-ups.
- Insurance Navigation: Guide patients through the intricacies of health insurance policies, assist in filing claims, and address any issues related to coverage or denied claims. Advocates may also help patients understand their medical bills and explore payment options.
- Resource Connection: Connect patients with community resources, support groups, financial assistance programs, and other services that can aid in their healthcare journey.
- Advocacy: Represent and voice patients' needs and preferences to healthcare providers and institutions, ensuring that the patient's rights and wishes are respected.
Customer Service Representative
Calmarland Corporation
03.2019 - 09.2019
- Provided exceptional customer service by assisting walk-in clients with home construction inquiries, ensuring a seamless customer experience.
- Guided clients through construction project options, materials, and pricing, helping them make informed decisions.
- Managed customer complaints and resolved issues efficiently, maintaining a 95% customer satisfaction rating.
- Coordinated with construction teams and project managers to ensure accurate project timelines and client expectations.
- Processed sales transactions, contracts, and service requests, improving operational efficiency by 20%.
- Maintained an updated knowledge of construction trends, materials, and local building regulations to provide expert guidance.
Customer Service Representative
Sykes Asia
08.2017 - 12.2017
- Provided tier 1 & tier 2 technical support for customers, troubleshooting hardware, software, and connectivity issues.
- Assisted customers via phone, email, and chat, resolving an average of 50+ tickets per day with a 95%+ resolution rate.
- Diagnosed system errors and guided clients through step-by-step solutions, ensuring minimal downtime.
Customer Service Representative
Convergys, AT&T
06.2016 - 06.2017
- Provided inbound and outbound customer support for AT&T DirecTV customers, handling billing inquiries, service activations, technical troubleshooting, and account upgrades.
- Assisted an average of 50+ customers daily, ensuring prompt issue resolution and maintaining a 90%+ first-call resolution rate.
- Educated customers on service packages, promotions, and billing details, helping them make informed decisions and reducing churn by 20%.
- Troubleshot technical issues related to satellite TV reception, remote programming, and DVR functionality, resolving 85% of issues without escalation.
- Processed account modifications, service upgrades, cancellations, and equipment returns while ensuring compliance with company policies.
- Consistently met or exceeded performance metrics, including average handling time (AHT), customer satisfaction (CSAT), and retention goals.
- Handled escalated customer concerns with professionalism and empathy, de-escalating situations to retain customers and improve loyalty.
- Documented customer interactions and solutions in the CRM system (Salesforce, Siebel) for future reference and trend analysis.
Intern – Student Teacher
Lumban Central Elementary School
01.2016 - 03.2016
- Assisted lead teacher in planning and delivering engaging lessons for [Grade Level] students in subjects like [Subject Areas].
- Managed small-group activities to reinforce learning and provide individualized support.
- Implemented classroom management techniques to promote a positive and structured learning environment.
- Assessed student progress and provided feedback to improve learning outcomes.
- Incorporated technology and interactive learning tools to enhance student engagement.
- Collaborated with faculty and parents to address student needs and create action plans for improvement.
Education
Bachelor of Early Childhood Care And Education -
Paete Science And Business College
Paete, Province Of Laguna, Philippines 05.2021 - 05.2021
Skills
- Customer Service & Communication
✅ Patient Assistance & Support
✅ Active Listening & Empathy
✅ Conflict Resolution & De-escalation
✅ Call Center Operations (Inbound/Outbound)
✅ Multitasking in High-Pressure Environments
✅ Medical Billing & Insurance Claims Processing
✅ Healthcare Terminology & Procedures
✅ HIPAA Compliance & Confidentiality
✅ Electronic Health Records (EHR) & CRM Systems
✅ Prior Authorization & Eligibility Verification
- Administrative & Technical Skills
✅ Data Entry & Documentation Accuracy
✅ Scheduling & Appointment Coordination
✅ Claims & Appeals Resolution
✅ Microsoft Office & Healthcare Software (Epic, Medisoft, Athenahealth)
✅ Knowledge of CPT, ICD-10, and HCPCS Coding (if applicable)
✅ Critical Thinking & Decision-Making
✅ Collaboration with Healthcare Professionals
✅ Policy & Procedure Adherence
✅ Process Improvement & Workflow Optimization
Timeline
Bachelor of Early Childhood Care And Education -
Paete Science And Business College
05.2021 - 05.2021
Healthcare Advocate
Optum Global Solution
01.2020 - 02.2025
Customer Service Representative
Calmarland Corporation
03.2019 - 09.2019
Customer Service Representative
Sykes Asia
08.2017 - 12.2017
Customer Service Representative
Convergys, AT&T
06.2016 - 06.2017
Intern – Student Teacher
Lumban Central Elementary School
01.2016 - 03.2016
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