CHEENE MALICDEM
INSURANCE OPERATIONS
General Trias, Province Of Cavite
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
3
3
years of professional experience
Work History
Customer Care Representative
Foundever Phils.
01.2024 - Current
- Continuously sought self-improvement opportunities through ongoing education and professional development programs related to the field of customer care.
- Contributed to team success, consistently achieving call center performance metrics.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Provided constructive feedback on company products based on recurring client concerns, resulting in improvements that increased overall satisfaction rates.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Chat Support Representative
Ttec (TeleTech) - HealthCare Solutions
07.2023 - 09.2023
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
Provider Relations Advocate
Alorica Phils.
08.2021 - 07.2023
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
Education
Bachelor of Science - Teacher Education
University of Northern Philippines
Vigan, Province Of Ilocos Sur, Philippines 04.2001 -
Skills
- Customer Service
- Data Entry
- First Call resolution
- Problem Resolution
- Customer Relations
- Call center experience
- Customer Relationship Management
- Customer service excellence
- Computer Skills
Timeline
Customer Care Representative
Foundever Phils.
01.2024 - Current
Chat Support Representative
Ttec (TeleTech) - HealthCare Solutions
07.2023 - 09.2023
Provider Relations Advocate
Alorica Phils.
08.2021 - 07.2023
Bachelor of Science - Teacher Education
University of Northern Philippines
04.2001 -
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