Summary
Overview
Work History
Skills
REFERENCES
Additional Information
Certification
Timeline
background-images
Angelica Mae Flores

Angelica Mae Flores

Angeles City

Summary

Customer care professional with proven track record in delivering exceptional service and resolving complex issues. Strong communication and problem-solving skills, combined with focus on team collaboration and adaptability to changing needs. Known for building strong relationships with clients and achieving results that align with company goals. Adept at utilizing CRM software, handling high-volume inquiries, and maintaining positive customer experience.

Overview

4
4
years of professional experience
2
2
Certification

Work History

Intake Customer Care Specialist

Clark Outsourcing
04.2023 - 05.2025
  • Handled inbound and outbound calls, providing prompt and professional customer support, while maintaining detailed records of interactions and activities using CRM systems
  • Serve as the first point of contact for patients via phone, email, or chat
  • Assisted patients throughout the entire process, from initial inquiry to the delivery of medical products, ensuring a seamless experience
  • Weekly meeting with the client and sharing vital information and current tasks
  • Provided patients with detailed insurance benefit information, clearly explaining coverage levels, co-payments, deductibles, and pre-authorization requirements for medical treatments, ensuring patients understood their financial responsibilities
  • Helping patients get the necessary clinical documents and helping in scheduling an appointment to the doctor's office if needed
  • Maintain a professional, empathetic, and solution-focused attitude
  • Consistently met or exceeded DME sales targets by identifying patient needs, verifying insurance coverage, and recommending appropriate medical equipment

Customer Service Representative - Telco Account

Alorica
06.2021 - 03.2023
  • Handled high volumes of inbound and outbound calls to assist customers with billing, technical support, and account inquiries
  • Provided personalized support to troubleshoot mobile device issues, service disruptions, and plan features
  • Assisted customers in upgrading plans, purchasing new devices, and managing account changes
  • Explained billing statements, resolved disputes, processed payments, and offered payment arrangements
  • Promoted T-Mobile products, services, and limited-time offers to meet sales goal
  • Used CRM tools to document interactions, track case progress, and escalate unresolved issues
  • Maintained up-to-date knowledge of products, services, promotions, and policies
  • Delivered a customer-first experience, focusing on empathy, active listening, and resolution speed
  • Met or exceeded key performance indicators (KPIs) including customer satisfaction scores (CSAT), first call resolution (FCR), and average handle time (AHT)

Food and Beverage Staff

Evelyn Hill Inc.
03.2019 - 06.2019
  • Greeted and seated guests, providing a welcoming and friendly dining experience
  • Took customer orders accurately and efficiently, ensuring special requests and dietary needs were met
  • Delivered food and beverages promptly while maintaining service quality and presentation standard
  • Maintained cleanliness and organization of dining areas and workstations
  • Assisted in opening and closing duties, including inventory checks and restocking supplies
  • Managed customer complaints with professionalism and escalated issues when necessary
  • Complied with food safety, hygiene, and sanitation regulations at all times
  • Promoted daily specials and upsold menu items to increase revenue

Marketing Intern

Singapore Airlines Engineering
11.2018 - 03.2019
  • Help with planning and hosting of marketing events
  • Supported marketing executives with tasks, consistently taking initiative to increase productivity and knowledge
  • Provided administrative support to senior staff including organizing documentation, organizing meetings and travel arrangements of the foreign customers and responding to inquiries on direct phone calls and monitoring office supplies

Skills

    Customer support
    Sales and upselling techniques
    Marketing coordination tasks
    Inbound and outbound calls
    Client relationship building
    Communication and persuasion
    CRM tools familiarity
    Conflict resolution skills
    Cross-functional collaboration

REFERENCES

Clark Outsourcing

0947 278 3802


Alorica

(045) 437 4462


Additional Information

Date of Birth: November 07, 1998

Age: 26

Status: Single

Nationality: Filipino

Certification

  • ServSafe Food Handler, New York City, 2019–2022
  • SAP Basic (Logistics and Financial), Holy Angel University, 2018

Timeline

Intake Customer Care Specialist

Clark Outsourcing
04.2023 - 05.2025

Customer Service Representative - Telco Account

Alorica
06.2021 - 03.2023

Food and Beverage Staff

Evelyn Hill Inc.
03.2019 - 06.2019

Marketing Intern

Singapore Airlines Engineering
11.2018 - 03.2019

Similar Profiles

CREATE PROFILE
Angelica Mae Flores