Ana Katrina Dela Cruz
Imus, Province Of Cavite
Summary
Dedicated and personable Customer Service Agent with experience in healthcare advocacy, telecommunications, and commercial account supervision. Proven ability to resolve billing and technical concerns, verify insurance claims, and build strong client relationships. Skilled in cross-functional collaboration, contract negotiation, and delivering tailored solutions to meet customer needs. Committed to enhancing customer satisfaction through clear communication, empathy, and efficient problem-solving.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Representative
Sykes Asia
03.2025 - 06.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Care Associate
Continuum Global Solutions
11.2024 - 01.2025
- Project Based Program
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
- Maintained detailed records of all customer interactions, ensuring accurate documentation of resolutions provided and tracking trends for further analysis.
Healthcare advocate
Optum global solutions
10.2022 - 07.2023
- Responsible for checking dental insurance if covered under the account
- Checking claims if submitted correctly
- Enhanced healthcare service quality by collaborating with medical professionals and providing accurate patient information.
- Protected patient rights through vigilant enforcement of privacy regulations and ethical guidelines during all interactions with providers or third parties involved in their care journey.
Advisor I, Customer Service
Concentrix Philippines CVG
08.2021 - 07.2022
- Responsible for billing concern
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Assist making a payment
- General inquiry regarding with the mobile phones
- Responsibilities for technical issue
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
Commercial Accounts Supervisor
Pilipinas Shell Petroleum Corporation
10.2013 - 01.2022
- Developed strong relationships with clients, resulting in enhanced business growth and revenue generation.
- Coordinated with credit management teams to evaluate credit risks associated with new or existing commercial accounts accurately.
- Collaborated with cross-functional teams to develop tailored solutions addressing client needs and expectations.
- Fostered long-term partnerships with key suppliers/vendors involved in supporting our client''s businesses, ensuring collaborative support towards mutual success.
- Negotiated favorable contract terms and conditions for clients, ensuring optimal outcomes.
- Built relationships with customers and community to promote long term business growth.
Cashier
Sanford Marketing Corporation
10.2011 - 03.2012
- Welcomed customers and helped determine their needs.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
Bachelor of Science - Elementary Education Major in Pre-School
University of Perpetual Help System-DALTA
06.2010 - 03.2011
Skills
MS Office
Excel
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Timeline
Customer Service Representative
Sykes Asia
03.2025 - 06.2025
Customer Care Associate
Continuum Global Solutions
11.2024 - 01.2025
Healthcare advocate
Optum global solutions
10.2022 - 07.2023
Advisor I, Customer Service
Concentrix Philippines CVG
08.2021 - 07.2022
Commercial Accounts Supervisor
Pilipinas Shell Petroleum Corporation
10.2013 - 01.2022
Cashier
Sanford Marketing Corporation
10.2011 - 03.2012
Bachelor of Science - Elementary Education Major in Pre-School
University of Perpetual Help System-DALTA
06.2010 - 03.2011
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