AILEEN C. BANTAWIG
Pasig City
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
20
20
years of professional experience
Work History
CSAT Quality Analyst
R1 RCM
02.2023 - Current
- Review Customer Interactions
- Monitor and analyze customer support trends
- Continuously seeking new and improved working methods to reduce risks and improve customer experiences
- Carrying out in-depth complaint reviews
- Using data to identify root cause
- Report writing
Senior Associate
R1 RCM
06.2022 - 02.2023
- Assist patients with billing concerns & inquiries via phone
- Review, audit, reconcile patient accounts
- Review weekly Aging Reports and work on Aging claims and collections
- Generate revenue by making payment arrangements, collecting on outstanding accounts, monitoring delinquent accounts
Quality Analyst
Sykes Asia, Inc.
10.2017 - 01.2020
- Company Overview: (Philippines)
- Participates in design of call monitoring formats and quality standards
- Performs call monitoring and provides trend data to site management team
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Provide feedback to call center team leaders and managers
- (Philippines)
Customer Service Specialist– Consumer and Community Banking
JP Morgan Chase & Co.
08.2016 - 07.2017
- Company Overview: (Philippines)
- Provides information on products and services that is relevant to customers’ needs
- Ensures immediate problem resolution and if necessary, escalates or transfers the case to the appropriate department
- Provides financial service and support for enquiries on retail banking such as savings/current accounts, ATM/debit cards and internet banking facilities
- Complies with established policies and procedures to ensure the confidentiality and security of the bank and client information
- (Philippines)
Technical Support Specialist II
Lexmark Research and Development Corporation
01.2013 - 08.2016
- Company Overview: (Philippines)
- Provides helpdesk support to end-users and onsite technicians alike
- Documents all issues and generates reports detailing common problems and error trends
- Assists onsite technicians with unresolved issues and ensures that the troubleshooting guide (Service Manual and Job Aide) is thoroughly adhered to
- Provides recommendations on parts replacements and creates tickets for another onsite visit
- Ensures that the Special Handling Instructions are thoroughly met for key accounts
- Liaises with other organizational units, service agents and customers to identify and respond to customer expectations
- (Philippines)
Customer Service Representative
Convergys
04.2010 - 08.2011
- Company Overview: (Philippines)
- Assists on customer account troubleshooting – e.g
- Resetting of username and password
- Provides customers with step-by-step procedures on troubleshooting for internet connectivity issues and conduct tests, if necessary
- Responds to customers’ enquiries on products and services offered
- Ensures that proper knowledge in the scope of support is provided and transfer or escalate to the appropriate department, if needed
- (Philippines)
Customer Service Representative
Aegis People Support
01.2009 - 04.2010
- Company Overview: (Philippines)
- Provides outstanding customer service including information on agency product and travel destinations, to promote the company brand and generate sales
- Conducts research on various destinations and means of travel – price range, local customs, weather conditions, traveler reviews and feedbacks
- Determines our clients’ travel specifications and suggests suitable travel packages or services
- Organizes trips from beginning to end, through booking tickets and accommodation and secures rental transportation
- Supplies travelers with pertinent information and useful travel or holiday material (guides, maps, event programs)
- (Philippines)
Technical Support Specialist
Sykes Asia Inc.
03.2005 - 03.2008
- Company Overview: (Philippines)
- Facilitates end-users set up and configure email services on Outlook, Outlook Express and Mac Mail (POP and SMTP settings)
- Assists in basic browser troubleshooting to ensure fast and efficient internet connectivity
- Provides detailed walk-through procedures for end-users in the hardware modem to router configuration
- Ensures that the set-up of the Home Network router to modem is correct –i.e
- Opening of the router’s administration console, updating the Mac Address of the router, changing the network name (SSID)
- Provide basic support for gaming and PC/console troubleshooting
- (Philippines)
Education
Baccalaureate Degree - Civil Engineering
Holy Name University
Tagbilaran City, Bohol03.2005
Skills
- Audit processes
- Quality processes
- Report creation
- Problem Solving
- Excellent Verbal and Written Communication
- Active Listening
Timeline
CSAT Quality Analyst
R1 RCM
02.2023 - Current
Senior Associate
R1 RCM
06.2022 - 02.2023
Quality Analyst
Sykes Asia, Inc.
10.2017 - 01.2020
Customer Service Specialist– Consumer and Community Banking
JP Morgan Chase & Co.
08.2016 - 07.2017
Technical Support Specialist II
Lexmark Research and Development Corporation
01.2013 - 08.2016
Customer Service Representative
Convergys
04.2010 - 08.2011
Customer Service Representative
Aegis People Support
01.2009 - 04.2010
Technical Support Specialist
Sykes Asia Inc.
03.2005 - 03.2008
Baccalaureate Degree - Civil Engineering
Holy Name University
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