Cloe Tristan Salitrero
Customer Service Advocate
Quezon City
Summary
Driven and collaborative individual with knack for motivating teams and fostering positive work environment. Possesses foundational knowledge in team dynamics and project management, with skills in effective communication and problem-solving. Committed to achieving substantial project outcomes and fostering team growth. Also, a diligent customer service advocate with background as Team Leader Intern. Managed team dynamics and facilitated collaborative projects, ensuring smooth operations and positive outcomes. Demonstrated strong leadership and problem-solving skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Clinical Intake Specialist
Hinduja Global Solutions
02.2019 - 10.2020
- Take inbound calls regarding authorization and/or referrals inquiry from healthcare member and providers
- Process authorizations and/or referrals based on given guidelines and resources mandated by the clients and by the account
- Make sure to be abreast with the current and updated processes by attending trainings conducted and scheduled by the management and clients
- Pass metrics set forth by the clients
Clinical Intake Specialist
NTT Data Services
10.2020 - 04.2021
- Maintains frequent inbound contact with provider representatives, third party customer service representatives, pharmacy staff, and case managers
- Typically receives little instruction on day-to-day work, general instructions on new assignments
- Informs management of operational issues impending performance or costumers satisfaction including but not limited to those impacting the costumer, client, or the company
Customer Service Representative
Concentrix
07.2022 - 02.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving transactions disputes, or fraudulent account activity
- Responds to customer requests for account specific details, eligibility, and tax related questions
- Maintained detailed and specific records of customer interactions, ensuring proper follow-up and resolution of issues.
Subject Matter Expert
Concentrix
02.2024 - 01.2025
- Mentored junior and outlier team members, contributing to their professional growth and development and help them establish and achieve certain goals in a set time frame.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices gained throughout my tenure for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Team Leader Intern
Concentrix
01.2025 - 04.2025
- Established clear performance goals for the team, monitoring progress and providing feedback through weekly coaching for continuous improvement.
- Supported senior leadership decisions in strategy development by presenting data-driven insights on team performance, call trends, and competitive analysis.
- Promoted a culture of continuous learning within the team by encouraging open discussions about challenges encountered during tasks.
Education
Bachelor - Hotel And Restaurant Management
ABE International Business College
Quezon CitySkills
Exemplary skill in oral and written communication
Complaint handling
Account investigation
Customer Support
Analytical
Organizational skills
Problem solving
Adaptability
Team player
Computer skills (Microsoft Office, Microsoft Word, Microsoft Power Point, Microsoft Excel, Windows Movie Maker, Typing, Internet)
Accomplishments
- Oeridian Training Solutions Inc. / Communication Training at CLMC Bldg. Edsa Cor. Connecticut Quezon City
- Concentrix Rockstar Awardee - awarded for being a top performer for the 4th quarter of 2023
- Star Awardee - awarded for being the top 2 advocate of project Supernova for the month of September 2023
Certification
Oeridian Training Solutions Inc. Contact Center Services NC II
Timeline
Team Leader Intern
Concentrix
01.2025 - 04.2025
Subject Matter Expert
Concentrix
02.2024 - 01.2025
Customer Service Representative
Concentrix
07.2022 - 02.2024
Clinical Intake Specialist
NTT Data Services
10.2020 - 04.2021
Clinical Intake Specialist
Hinduja Global Solutions
02.2019 - 10.2020
Oeridian Training Solutions Inc. Contact Center Services NC II
03-2018
Bachelor - Hotel And Restaurant Management
ABE International Business College