Ceferino Bonilla
Customer Service Professional
Imus City,Cavite Philippines
Summary
Experienced customer service representative with expertise in oral and written communication, active listening, and analytical problem-solving. Utilizes service-oriented behaviors, deep understanding of customer desires, and customized solutions to enhance customer experiences and foster loyalty. Background as a healthcare professional marked by high standards and impactful results. Excels in managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator who approaches changing needs with flexibility and remains committed to achieving objectives. Strong skills in communication, problem-solving, and adaptability make me well-equipped to excel in any customer service role.
Overview
21
21
years of professional experience
Work History
Bilingual Healthcare Customer Service Representative
Superstaff
12.2020 - Current
- Managed appropximately 80 - 100 incoming patient calls per day, efficiently scheduling and rescheduling appointments while maintaining professionalism.
- Verified and updated insurance information in patient accounts, ensuring accurate billing and claims processing.
- Conducted proactive outbound calls to remind patients of upcoming appointments and provide preparation guidance.
- Demonstrated strong communication skills, adhering to protocols for positive patient experiences.
- Collaborated with cross-functional teams to share insights and improve services.
- Stayed updated on policies to provide accurate patient information, building trust.
- Maintained accurate documentation in CRM system for patient interactions and appointments.
- Participated in training for skill enhancement and proficient handling of diverse inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
Bilingual Customer Service Representative
Wells Fargo
02.2020 - 08.2020
- Provided exceptional customer service by addressing billing inquiries for Wells Fargo's prepaid reloadable cards.
- Utilized expert knowledge of prepaid reloadable card billing processes to deliver accurate resolutions promptly.
- Navigated internal systems adeptly to access and provide comprehensive billing information.
- Collaborated with customers to clarify discrepancies, guide issue resolution, and prevent errors.
- Communicated billing terms clearly, promoting transparency and customer understanding.
- Managed challenging interactions with professionalism, turning concerns into loyalty-building opportunities.
- Identified billing inquiry patterns, contributing to process enhancements and customer empowerment.
- Engaged in continuous training to stay updated on procedures, regulations, and product offerings.
- Prioritized data security and confidentiality in accordance with Wells Fargo's standards and regulations.
- Collaborated across departments to resolve complex billing cases and ensure policy compliance.
- Maintained accurate records in company systems to foster accountability and transparency.
Bilingual Collection Specialist
Sykes Asia, Inc.
06.2018 - 02.2020
- Managed approximately 30 -40 incoming calls, emails and faxes per day from customers.'
- Managed comprehensive auto loan billing and collections for Hyundai and Kia clients, aligning with industry standards and company guidelines.
- Resolved billing inquiries swiftly, offering precise information to effectively address customer concerns.
- Engaged customers empathetically, fostering positive relationships during sensitive financial discussions.
- Collected payments from delinquent accounts with tact and diplomacy for timely resolutions.
- Designed appropriate payment plans for customers facing challenges, maintaining compassion and understanding.
- Collaborated with internal teams to optimize collections and enhance customer experience.
- Ensured data privacy compliance while handling customer information, upholding industry standards.
- Stayed updated on auto loan billing and collection practices for informed customer guidance.
- Maintained detailed records of interactions, resolutions, and agreements for transparency.
- Demonstrated professionalism, integrity, and company values even in challenging situations.
Bilingual Billing and Collection
Omega Healthcare Management Services Inc.
12.2015 - 06.2018
- Proficiently handled patient billing inquiries, ensuring exceptional customer service.
- Resolved complex patient concerns related to physicians' bills methodically and timely.
- Updated patient insurance details for accurate claims, optimizing reimbursement processes.
- Consistently met weekly performance metrics, contributing to monthly goals.
- Adhered to company policies, mastering billing protocols and compliance standards.
- Adapted and took on extra responsibilities to enhance team efficiency.
- Upheld ethical standards, maintaining patient data confidentiality.
- Collaborated for continuous improvement, sharing insights with cross-functional teams.
- Stayed updated on billing regulations, providing accurate assistance.
- Cultivated a positive work environment, embodying Omega Healthcare's values.
Bilingual Customer Service Representative
FIS Global Solutions Phils., Inc
10.2012 - 04.2015
- Managed and navigated interactions for American Express Serve and Bluebird prepaid cards, showcasing product expertise.
- Provided comprehensive information on card registration, operations, and benefits to customers.
- Resolved diverse card-related concerns promptly while adhering to policies and ensuring satisfaction.
- Handled escalated calls with advanced communication skills and professionalism.
- Collaborated across teams for insights and improved customer support procedures.
- Ensured data security compliance and maintained strict confidentiality.
- Pursued personal development, becoming a trusted source of card industry information.
- Utilized strong problem-solving skills for innovative solutions and improved experiences.
- Contributed to a positive team environment, reflecting company values.
Bilingual Process And Technical Support
SPi Global
11.2011 - 10.2012
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Provided expert assistance to key Spanish-speaking clients in Argentina, Colombia, and Mexico for financial mobile transactions.
- Compiled and delivered timely daily transaction reports, ensuring accurate updates.
- Presented tailored Weekly Ticket Tracker Reports, enhancing communication transparency.
- Managed escalated issues by creating and tracking technical tickets for effective resolution.
- Consistently met high customer service standards, aligning with client expectations.
- Utilized bilingual skills for clear communication with Spanish-speaking clients.
- Identified process improvement opportunities and contributed recommendations.
- Collaborated across teams to gather insights and enhance customer support.
- Adhered to guidelines while addressing client concerns and managing transactions.
- Embraced additional responsibilities proactively, showcasing adaptability.
Bilingual Customer Service Representative
LWS Media, Inc
10.2008 - 10.2011
- Expertly managed supporter's charity card activation through inbound calls from diverse sources, including grocery stores, catering to U.S. and Spanish customers.
- Provided comprehensive information, ensuring clear understanding during customer interactions.
- Analyzed and corrected transactions, contributing to accurate data management.
- Played a key role in training and guiding colleagues, fostering a collaborative team environment.
- Identified process enhancement opportunities and contributed valuable recommendations.
- Demonstrated flexibility in performing diverse duties, enhancing team efficiency.
- Utilized bilingual skills for effective U.S. and Spanish customer engagement.
- Collaborated across teams to enhance customer interactions and share insights.
- Upheld professionalism, accuracy, and customer-centricity in all situations.
- Displayed proactive attitude and willingness to learn, reflecting company values.
Bilingual Foreclosure Customer Service Representative
MYAA, Inc.
11.2007 - 10.2008
- Managed approximately 40 incoming calls, emails and faxes per day from customers.'
- Assisted U.S. and Spanish-speaking customers facing foreclosure, guiding them through loan modification enrollment.
- Analyzed customers' financial details meticulously to inform appropriate action.
- Fostered supportive environment with empathetic guidance and clear communication.
- Navigated complex regulations for foreclosure prevention, ensuring compliance.
- Collaborated across teams to enhance foreclosure prevention efforts.
- Maintained strict confidentiality while handling sensitive financial data.
- Addressed concerns empathetically, prioritizing customer and company interests.
- Utilized bilingual proficiency for effective communication with Spanish-speaking customers.
- Documented interactions and analysis results transparently for accountability.
- Pursued continuous learning to provide accurate and relevant guidance.
Customer Sales Representative
Branders.Com, Inc
10.2006 - 10.2007
- Engaged in strategic sales of promotional items for trade shows, conferences, and events via outbound calls across U.S., Canada, and Hawaii.
- Communicated proficiently with executives, driving impactful B2B transactions.
- Enhanced customer engagement through personalized product mock-ups showcasing company logos.
- Provided accurate price quotes meeting unique budget needs, ensuring transparency and satisfaction.
- Coordinated with suppliers, verifying stock and aligning product expectations for efficient orders.
- Delivered post-sales support, maintaining updates on orders and timelines for streamlined experiences.
- Exceeded expectations, delivering high-quality promotional items that align with branding goals.
- Collaborated with cross-functional teams to ensure seamless order execution and issue resolution.
- Upheld company values, demonstrating professionalism and dedication to customer-centric solutions.
- Pursued continuous improvement by staying updated on industry trends and client preferences.
Customer Service Representative
SITEL Philippines, Inc.
12.2005 - 10.2006
- Managed incoming calls from U.S. XM Satellite Radio customers, demonstrating professionalism and product expertise.
- Provided tailored solutions to billing inquiries with clarity and accuracy.
- Efficiently collected monthly payments, ensuring attention to detail and adherence to procedures.
- Proactively conducted outbound calls to offer additional XM Satellite Radio services, showcasing discounts.
- Utilized persuasive communication to highlight benefits and align with customer preferences.
- Listened to customer feedback, addressing questions and recommending suitable services.
- Collaborated with internal teams to stay updated on product details and promotions.
- Maintained accurate documentation of interactions, activations, sales, and billing discussions.
- Upheld Sitel Philippines' values of professionalism, integrity, and customer commitment.
- Improved sales techniques and product knowledge through continuous training.
Billing and Collection Specialist
Qinteraction Philippines, Inc
07.2004 - 11.2005
- Conducted outbound calls for Sprint Telecommunication's U.S. customers, showcasing professionalism and understanding.
- Collected outstanding payments, maintaining positive customer relationships.
- Expertly resolved billing and payment concerns, enhancing satisfaction and loyalty.
- Promoted revenue growth through tailored upselling of mobile phones and plans.
- Collaborated to stay updated on Sprint's offerings, providing accurate information.
- Upheld ethical standards and data security while handling transactions.
- Exceeded expectations through active listening and proactive problem-solving.
- Embraced additional responsibilities, enhancing team efficiency.
- Participated in training to enhance product knowledge and skills.
- Upheld Qinteraction Philippines Inc.'s values in interactions.
Education
BSBA - Marketing
University of The East
Caloocan City, Metro Manila Philippines04-1985
High School -
Arellano Memorial College
Malabon City, Metro Manila Philippines04-1981
Skills
- Client support
- Effective communication
- Skilled in multilingual communication
- Customer engagement calls
- Outbound sales communication
- Efficient appointment management
- Healthcare privacy regulations
- Customer service expertise
- Insurance eligibility verification
Languages
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Timeline
Bilingual Healthcare Customer Service Representative
Superstaff
12.2020 - Current
Bilingual Customer Service Representative
Wells Fargo
02.2020 - 08.2020
Bilingual Collection Specialist
Sykes Asia, Inc.
06.2018 - 02.2020
Bilingual Billing and Collection
Omega Healthcare Management Services Inc.
12.2015 - 06.2018
Bilingual Customer Service Representative
FIS Global Solutions Phils., Inc
10.2012 - 04.2015
Bilingual Process And Technical Support
SPi Global
11.2011 - 10.2012
Bilingual Customer Service Representative
LWS Media, Inc
10.2008 - 10.2011
Bilingual Foreclosure Customer Service Representative
MYAA, Inc.
11.2007 - 10.2008
Customer Sales Representative
Branders.Com, Inc
10.2006 - 10.2007
Customer Service Representative
SITEL Philippines, Inc.
12.2005 - 10.2006
Billing and Collection Specialist
Qinteraction Philippines, Inc
07.2004 - 11.2005
BSBA - Marketing
University of The East
High School -
Arellano Memorial College
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