Clarita Lausa
Cebu/Cebu City
Summary
Dynamic Customer Service Representative with a proven track record at Concentrix, excelling in service excellence and effective listening. Enhanced patient satisfaction through problem-solving and compliance with HIPAA regulations. Recognized for increasing first-call resolution rates and implementing process improvements that fostered loyalty and repeat business. Detail-oriented with a commitment to continuous learning.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Concentrix
08.2020 - Current
- Managed customer inquiries and resolved issues efficiently through various communication channels.
- Provided accurate information on healthcare services, benefits, and policies to enhance patient satisfaction.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Customer Service Representative
Qualfon
06.2017 - 07.2020
- Implemented process improvements that streamlined operations and enhanced service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Analyzed customer feedback to identify trends and suggest actionable improvements to management.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School Diploma -
Carcar Central National High School
Carcar, Province Of Cebu, PhilippinesSkills
- Service excellence
- Effective listening
- Problem-solving skills
- Detail-oriented data entry
Timeline
Customer Service Representative
Concentrix
08.2020 - Current
Customer Service Representative
Qualfon
06.2017 - 07.2020
High School Diploma -
Carcar Central National High School