Christian Lobusta
Summary
Proven Customer Service Representative with a track record of enhancing provider satisfaction and increasing first-call resolution rates at Wipro. Expert in HIPAA compliance and adept at using Microsoft Excel for data management. Skilled in active listening and critical thinking, consistently delivering exceptional support and building strong rapport with customers.
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Wipro
Quezon City, Metro Manila, Philippines
10.2024 - 01.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Enhanced providers satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to providers' needs and providing accurate information based on their inquiries.
- Maintained accurate records of provider interactions, ensuring proper documentation within the company's database.
- Maintained confidential provider, patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Educated provider about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
Customer Service Representative
Foundever
Pasig City
10.2022 - 08.2023
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
Education
No Degree - Bachelor of Science in Nursing
First City Providential College
San Jose Del Monte, Province Of Bulacan, Philippines04-2023
High School Diploma -
Andres Clemente Jr. National High School
Province Of Masbate, Philippines04-2019
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Complaint handling
- Microsoft outlook
- Call management
- Building rapport
Timeline
Customer Service Representative
Wipro
10.2024 - 01.2025
Customer Service Representative
Foundever
10.2022 - 08.2023
No Degree - Bachelor of Science in Nursing
First City Providential College
High School Diploma -
Andres Clemente Jr. National High School