CHRISTINE MAE NAVE
Patient Experience Representative
Pasig
Work Preference
Summary
Dedicated BPO professional with 10 years of experience in customer service, technical support, troubleshooting, and appointment scheduling. Experienced in assisting customers through voice, chat, and email while handling account concerns, providing clear guidance, and ensuring timely resolution of issues. Skilled in managing sensitive customer information, coordinating appointments, and supporting billing and payment-related inquiries. Detail-oriented, patient, and solution-oriented, with strong communication and problem-solving skills. Eager to bring a customer-focused approach and strong support experience to the Patient Experience Representative role at Verse Medical.
Overview
10
10
years of professional experience
Work History
Legal Intake Specialist
168 FORMULA INC.
07.2021 - 03.2025
- Served as the initial point of contact for prospective clients, gathering essential information and identifying their legal needs.
- Conducted client intake interviews by phone and other communication channels, ensuring accurate and complete collection of case details.
- Screened potential cases based on established criteria and gathered relevant information for attorney review.
- Maintained accurate and confidential client records, ensuring all information was properly documented and organized. Communicated professionally and empathetically with clients, particularly when handling sensitive or complex situations.
- Coordinated with attorneys and legal staff to ensure qualified leads and case information were properly transferred for further evaluation. Followed established intake procedures, maintained data accuracy, and ensured timely follow-up with prospective clients.
Technical Support Representative
TELEPERFORMANCE
01.2020 - 06.2021
- Provide technical support to customers through phone, chat, email, or other support channels.
- Troubleshoot Ring security devices, including video doorbells, security cameras, alarms, and related accessories.
- Assist customers with device installation, setup, activation, and configuration.
- Troubleshoot Wi-Fi connectivity, device connection, and network-related issues.
- Guide customers through the Ring mobile application and account settings.
- Assist with device pairing, firmware updates, notifications, motion detection, and other product features.
- Diagnose hardware and software issues and provide appropriate troubleshooting steps.
- Explain technical information clearly to customers with different levels of technical knowledge.
- Document customer interactions, troubleshooting steps, and resolutions accurately.
- Escalate complex technical issues to specialized support teams when necessary.
- Follow established troubleshooting procedures, quality standards, and security guidelines.
- Protect customer account and personal information during every interaction.
- Meet established productivity, quality, customer satisfaction, and resolution targets.
- Stay updated on Ring products, features, troubleshooting procedures, and support policies.
Sales Specialist
VIRTUAL STAFFING SOLUTION
07.2019 - 01.2020
- Handled outbound calls with patients and/or insurance members regarding Durable Medical Equipment (DME), including medical and orthopedic braces.
- Assisted patients with questions regarding insurance coverage and eligibility for prescribed medical equipment. Verified patient and insurance information using internal systems.
- Provided guidance regarding DME benefits, coverage requirements, and out-of-pocket costs. Explained insurance processes and requirements clearly and professionally to patients.
Customer Service Representative
AMAZON
09.2018 - 07.2019
- Respond to customer inquiries through phone, chat, or email in a professional and timely manner.
- Assist customers with order status, delivery concerns, cancellations, returns, replacements, and refunds.
- Provide accurate information regarding products, orders, payments, and account-related concerns.
- Investigate customer issues and identify appropriate solutions based on company policies and procedures.
- Assist customers with account access, payment methods, and other account-related concerns.
- Coordinate with appropriate teams or delivery partners to resolve complex issues.
- Handle customer complaints with patience, empathy, and professionalism.
- Process refunds, replacements, cancellations, and other account adjustments accurately.
- Document customer interactions and resolutions in the appropriate systems.
- Protect customer information and follow privacy and security procedures.
- Meet established customer service, quality, productivity, and resolution targets.
- Maintain a strong understanding of Amazon products, services, policies, and procedures.
- Escalate complex or unresolved concerns to the appropriate support team.
Healthcare Executive
OMEGA HEALTHCARE
Cebu City, Philippines
05.2017 - 07.2018
- Update and maintain accurate patient insurance information in the healthcare billing system.
- Verify and review insurance details, including coverage, eligibility, benefits, and patient responsibility.
- Explain insurance coverage, billing charges, deductibles, copayments, coinsurance, and outstanding balances to patients in a clear and professional manner.
- Assist patients in understanding how their insurance coverage applies to their healthcare bills.
- Answer billing and insurance-related questions and provide accurate information based on available records.
- Accept and process patient payments through approved payment methods.
- Review patient accounts to identify outstanding balances and insurance-related discrepancies.
- Maintain confidentiality of patient, insurance, and financial information.
- Follow established company procedures, quality standards, and healthcare privacy requirements.
- Maintain accurate documentation of insurance updates, billing inquiries, and payment transactions.
- Meet established quality, productivity, accuracy, and customer-service standards.
Customer Service Representative
EPERFORMAX
Cebu City, Philippines
01.2015 - 04.2018
- Handle escalated disputes between buyers and sellers involving purchases, payments, shipping, returns, refunds, and item-related concerns.
- Review transaction history, account information, case details, messages, and supporting documentation.
- Communicate with buyers and sellers to understand their concerns and gather relevant information.
- Investigate disputes objectively and identify appropriate resolutions based on applicable policies.
- Explain decisions, policies, and resolution options clearly to buyers and sellers.
- De-escalate difficult or emotionally charged interactions while maintaining professionalism and empathy.
- Mediate communication between buyers and sellers when necessary to help resolve disputes.
- Process or recommend appropriate refunds, returns, cancellations, or other resolutions according to established guidelines.
- Escalate cases to specialized teams when additional investigation or approval is required.
- Accurately document investigations, customer interactions, decisions, and resolutions.
- Protect confidential customer and transaction information.
- Identify recurring dispute trends and provide feedback to improve processes and customer experience.
- Meet established quality, productivity, resolution, and customer satisfaction targets.
Education
Bachelor of Science - Accountancy
Saint Columbian College
Pagadian City, Zamboanga del SurSkills
Adaptability
Timeline
Legal Intake Specialist
168 FORMULA INC.
07.2021 - 03.2025
Technical Support Representative
TELEPERFORMANCE
01.2020 - 06.2021
Sales Specialist
VIRTUAL STAFFING SOLUTION
07.2019 - 01.2020
Customer Service Representative
AMAZON
09.2018 - 07.2019
Healthcare Executive
OMEGA HEALTHCARE
05.2017 - 07.2018
Customer Service Representative
EPERFORMAX
01.2015 - 04.2018
Bachelor of Science - Accountancy
Saint Columbian College