In my free time, I really enjoy playing mobile games and watching movies Playing games keeps my mind sharp and improves my focus under pressure, while watching English movies helps me continuously practice my listening comprehension
Clarice Nadene A. Peralta
Cebu City,Philippines
Summary
Supports customers across voice, chat and email by providing accurate answers and timely resolution. Balances high call volumes, time management and multitasking to protect service standards and customer satisfaction. Strengthens team performance through careful documentation, process awareness and a flexible approach to complex enquiries.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Concentrix
Cebu City, Philippines
09.2024 - 11.2026
- HIPAA Compliance & Data Privacy: Ensuring strict adherence to patient confidentiality regulations and secure data handling guidelines.
- Medical Terminology & Insurance Familiarity: Understanding healthcare jargon, billing concepts, co-pays, deductibles, and claim processes.
- Patient & Provider Relations: Navigating interactions between patients, hospitals, clinics, and insurance adjusters with professionalism.
- Electronic Health Records (EHR) Navigation: Experience or familiarity with medical databases and patient management systems.
- Empathic Listening & De-escalation: Handling anxious or distressed patients with extreme patience, clarity, and compassion.
- Clear Verbal Articulation: Explaining complex insurance policies or medical procedures in simple, easy-to-understand terms.
- Stress Tolerance & Resilience: Maintaining a calm demeanour during high-volume shifts involving urgent medical enquiries.
Customer Service Representative
Foundever BPO
09.2023 - 06.2024
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Resolved customer service enquiries promptly and accurately to enhance satisfaction.
- Provided product-related assistance, addressing customer questions, feedback, and complaints effectively.
- Built rapport with customers through courteous and professional communications.
- Delivered first-class customer service by proactively anticipating and fulfilling customer needs.
Customer Service Representative
Alorica BPO
Cebu City
04.2022 - 07.2023
- Provided accurate and appropriate information in response to customer inquiries
- Accommodated unusual customer requests by making reasonable procedure exceptions
- Directed inbound and outbound calls in phone queues to enhance call flow
- Collaborated with upper management to implement changes that enhanced customer satisfaction
- Managed telecommunication accounts for various clients
Customer Service Representative
Fusion BPO Services Phil Inc.
Cebu City
02.2019 - 05.2020
- Handled 50+ customer interactions daily, providing detailed, personalised, and friendly service to enhance customer retention and satisfaction.
- Memorised company products and services to answer customer queries swiftly and accurately, facilitating upselling opportunities.
- Collected customer information, including names, addresses, and phone numbers, to support personalised service and follow-up.
- Retail Account
Cashier
7/11
Cebu City
05.2015 - 06.2017
- Assisted customers in locating items and providing overall customer service to enhance shopping experience.
- Facilitated order processing for store merchandise, ensuring timely restocking to optimise product availability.
- Conducted monthly inventory checks to maintain accurate stock levels and support inventory management.
Education
Abuno National Highschool
Lapu-Lapu City, CEB01-2011
Buyong Elementary School
01-2008
Alternative Learning System
Skills
- Customer relationship management
- Customer relationship management
- Technical troubleshooting
- Time management
- Multitasking
- Knowledge retention
- Problem solving
- Effective communication
- Active listening
- Empathy in communication
- Process flexibility
- Problem solver
- Empathy in communication
Character Reference
- Adrianne, Rubia, 09568637692, Fusion BPO Services Phil. Inc. Escalation
- Khim Lyra, Dinoy, Team Leader, +63 905 365 9313, Alorica BPO
- Ivan, Rey, Team Leader, 09085125087, Foundever BPO
Personal Details Career Objective
- Place of birth: Cebu City
- Age: 31 years old
- Height: 5'0
- Weight: 52 kg
- Language: Cebuano, Tagalog, English
Interests
Timeline
Customer Service Representative
Concentrix
09.2024 - 11.2026
Customer Service Representative
Foundever BPO
09.2023 - 06.2024
Customer Service Representative
Alorica BPO
04.2022 - 07.2023
Customer Service Representative
Fusion BPO Services Phil Inc.
02.2019 - 05.2020
Cashier
7/11
05.2015 - 06.2017
Abuno National Highschool
Buyong Elementary School
Alternative Learning System