ANN HERMINIA DECENA
Verdant Acres Subdivision ,Las Pinas
Summary
Customer Service Representative bring top-notch skills in oral and written communication, active listening, and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Representative
AG Urgent Care
New York (Remote)
04.2021 - 03.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Virtual Assistant Non Voice
Payday Employer Solutions
New Jersey (Remote)
03.2023 - 05.2023
- Monitored emails, organized inboxes, and prioritized messages for supervisors.
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Maintained a well-organized database system for improved information accessibility in daily operations.
Social Media Content Creator
Digital Marketing Services
New Jersey (Remote)
06.2022 - 07.2022
- Schedule regular postings using social media management tools, ensuring a steady stream of fresh content for followers'' consumption.
- Promoted and marketed works through social media platforms.
- Managed social media accounts, ensuring timely responses to comments and messages from the community.
Appointment Setter
WCS Real Estate Solutions
North Carolina (Remote)
12.2021 - 02.2022
- Set up appointments with salespeople and potential customers.
- Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointments.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
Administrative HR Assistant
168 English Online Co.
Las Pinas, Metro Manila, Philippines
02.2016 - 08.2017
- Processed payroll accurately and efficiently while adhering to strict deadlines and confidentiality standards.
- Assisted in the preparation of performance evaluations, providing managers with relevant data for informed decision-making.
- Filed paperwork, sorted and delivered mail, and maintained office organization.
Data Encoder
Mapfre Insular Insurance
Makati City, Metro Manila, Philippines
05.2013 - 11.2014
- Prepared source data for computer entry by compiling and sorting information.
- Enhanced data accuracy by meticulously encoding information from various sources.
- Improved data processing efficiency by utilizing relevant software and tools for data entry tasks.
Receptionist
IDERM Facial Center And SPA
Las Pinas, Metro Manila, Philippines
04.2011 - 09.2011
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept the reception area clean and neat to give visitors a positive first impression.
Reservations Ticketing Officer
Decena’s Travel And Tours
Las Pinas, Metro Manila, Philippines
10.2009 - 02.2011
- Coordinated event set-up and promoter engagement on sales and ticketing issues related to events.
- Implemented procedures for day-to-day ticket processing, marketing initiatives, financial reporting, and event promoter settlements.
- Handled customer complaints professionally, resolving issues in a timely manner.
- Provided exceptional service by consistently exceeding client expectations during the ticketing process.
Sales Coordinator
DOU YEE Enterprises Inc
Alabang
08.2003 - 03.2004
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Conducted market research to stay informed of industry trends, competitor activities, and emerging opportunities.
Education
Bachelor of Science - Information Technology
STI College
Las Pinas, Philippines03.2009
Skills
- Multitasking and Organization
- Relationship Management
- Adaptable and Flexible
- Reliable and Responsible
- Exceptional customer service
- Phone and Email Etiquette
- Calm and Professional Under Pressure
- Understanding Customer Needs
Certification
- Basic HIPPA Privacy and Security, March 2024
- Basic Freelancing Course
- Basics of Facebook Marketing/Ads and Introduction to eBay's Virtual Assistant
OCTOBER 2020
Timeline
Virtual Assistant Non Voice
Payday Employer Solutions
03.2023 - 05.2023
Social Media Content Creator
Digital Marketing Services
06.2022 - 07.2022
Appointment Setter
WCS Real Estate Solutions
12.2021 - 02.2022
Healthcare Customer Service Representative
AG Urgent Care
04.2021 - 03.2024
Administrative HR Assistant
168 English Online Co.
02.2016 - 08.2017
Data Encoder
Mapfre Insular Insurance
05.2013 - 11.2014
Receptionist
IDERM Facial Center And SPA
04.2011 - 09.2011
Reservations Ticketing Officer
Decena’s Travel And Tours
10.2009 - 02.2011
Sales Coordinator
DOU YEE Enterprises Inc
08.2003 - 03.2004
Bachelor of Science - Information Technology
STI College