Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

DANA MARIE SORIA

San Nicolas

Summary

Customer-focused professional with over 8 years of experience in customer service and appointment setting. Proven ability to educate clients on benefits and enrollment procedures with clarity and empathy. Adept at resolving customer concerns, maintaining satisfaction, and meeting performance targets in call quality, compliance, and lead conversion. Demonstrates strong organizational skills by maintaining accurate records and ensuring CRM data integrity. Consistently exceeds appointment-setting quotas and enhances show-up rates through strategic follow-ups via SMS and email. Brings a proactive approach to process improvement and a commitment to providing high-quality support in every interaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Qualifier

GO HEALTH 360
10.2024 - 05.2025
  • Screens and qualifies individuals for Medicaid plans based on federal and state eligibility criteria. Educates clients on benefits and enrollment steps with a clear, customer-focused approach. Consistently meets performance targets in call quality, compliance, and lead conversion. Maintains accurate records and documentation to ensure audit readiness and data integrity.

Virtual Assistant / Appointment Setter

TFU UNITED KINGDOM
02.2024 - 10.2024
  • Screens and qualifies individuals for Medicaid plans based on federal and state eligibility criteria.
  • Educates clients on benefits and enrollment steps with a clear, customer-focused approach.
  • Consistently meets performance targets in call quality, compliance, and lead conversion.
  • Maintains accurate records and documentation to ensure audit readiness and data integrity.
  • Conducted outbound calls to cold and warm leads to set appointments for the sales team.
  • Maintained accurate records of leads and scheduled appointments in the CRM.
  • Sent SMS and email follow-ups to confirm bookings and reduce no-show rates.
  • Exceeded the weekly and monthly quota of appointments set by 50% and show-up rate of 40%

Sales Associate

TELEPERFORMANCE
03.2021 - 02.2024
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Developed and maintained courteous and effective working relationships.

Technical Support Representative (SMS - LG)

SITEL PH
06.2020 - 02.2021
  • Resolved a diverse range of technical issues across multiple systems and applications for customers.
  • Increased sales by educating prospects on the benefits of products and services in comparison to competitors.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.

Advisor II, Customer Service Associate

CONCENTRIX
07.2018 - 02.2020
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Promptly responded to inquiries and requests from prospective customers.
  • Sought ways to improve processes and services provided.
  • Investigated and resolved accounting, service, and delivery concerns.

Customer Service Representative

ALORICA
02.2017 - 01.2018
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Educated customers about billing, payment processing, and supporting policies and procedures.

Education

Bachelor of Science - TOURISM MANAGEMENT

NORTHWESTERN UNIVERSITY
San Nicolas, Ilocos Norte

Skills

  • Customer Service Excellence
  • Technical Troubleshooting
  • Call Handling (Inbound & Outbound)
  • Conflict Resolution
  • CRM & Ticketing Systems (eg, Salesforce, Zendesk - if applicable)
  • Communication & Active Listening
  • Multitasking in High-Volume Environments
  • Attention to Detail
  • Team Collaboration
  • Time Management
  • Process Improvement
  • Basic Sales Support & Upselling
  • Product Knowledge Retention
  • Adaptability to Shifting Workflows
  • Email and Chat Support (if applicable)
  • Tech Savvy

Certification

I hereby certify that the above information is true to my belief and knowledge.

Timeline

Qualifier

GO HEALTH 360
10.2024 - 05.2025

Virtual Assistant / Appointment Setter

TFU UNITED KINGDOM
02.2024 - 10.2024

Sales Associate

TELEPERFORMANCE
03.2021 - 02.2024

Technical Support Representative (SMS - LG)

SITEL PH
06.2020 - 02.2021

Advisor II, Customer Service Associate

CONCENTRIX
07.2018 - 02.2020

Customer Service Representative

ALORICA
02.2017 - 01.2018

Bachelor of Science - TOURISM MANAGEMENT

NORTHWESTERN UNIVERSITY

Similar Profiles

CREATE PROFILE
DANA MARIE SORIA