ANNA LIZA RODULFO
Quezon City,00
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
Virtual Assistant - Team Leader
Scratch Financial Inc.
10.2017 - 02.2025
- Ensuring agents compliance with the process
- Coaching agent's opportunities and successes
- Taking sup calls and Escalations
- Taking incoming/outgoing calls
- Collecting payments and handling bill disputes
- Chat Support and Email Support
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
- Streamlined administrative processes for increased productivity through effective email management and calendar coordination.
Team Leader (Aetna Member Services)
Aetna Member Services Concentrix (Healthcare)
01.2015 - 10.2017
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Taking sup calls and doing floor walks
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Conducting Operations Interview using the Behavioral Based Structured Interview
Customer Service Representative
Aetna Member Services (Healthcare) Concentrix
02.2012 - 01.2015
- Collaborated with other departments to ensure customer satisfaction
- Developed customer service scripts that improved customer service representatives' ability to handle customer inquiries
- Handled high-volume of customer inquiries in a professional and timely manner, resulting in a 90% increase in customer satisfaction ratings
- Trained and mentored new call center representatives on customer service policies, procedures, and best practices
- Analyzed customer service data to identify trends and suggest improvements to customer service processes
- Developed and implemented customer service procedures and policies
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Care Representative
Concentrix (Sprint Telco Account)
06.2007 - 01.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolving customer’s issue with their bill
- Assisting Customer in finding new plan for their phone lines
- Helping customers making their payment over the phone
Education
Bachelor - Office Administration
Polytechnic University of the Philippines
01.2003
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Keyboarding
- Sabre
- Shares system
- E-commerce
- Drop shipping
- Promax
- Slack
- Dialpad
- Front
- Zendesk
- Warm calling
- Cold calling
Timeline
Virtual Assistant - Team Leader
Scratch Financial Inc.
10.2017 - 02.2025
Team Leader (Aetna Member Services)
Aetna Member Services Concentrix (Healthcare)
01.2015 - 10.2017
Customer Service Representative
Aetna Member Services (Healthcare) Concentrix
02.2012 - 01.2015
Customer Care Representative
Concentrix (Sprint Telco Account)
06.2007 - 01.2012
Bachelor - Office Administration
Polytechnic University of the Philippines
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