DANICA MARIE A. MACALINO
Malanday Marikina City
Summary
Dedicated customer service representative consistently delivers an exceptional customer service in a fast pace environment and fosters positive relationship with guest and proven ability at handling guest problems and findings ways to increase customer satisfaction and loyalty.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
12
12
years of professional experience
Work History
Appeals Coordinator
Sagility Aetna - Medicare Non Par
12.2023 - Current
- Collaborated with interdisciplinary teams to review cases, identify trends, and develop strategies for addressing recurring issues.
- Remained knowledgeable regarding company policies and procedures and current developments within operational departments.
- Utilized problem-solving skills when faced with unexpected situations or emergencies within the healthcare setting.
- Enhanced mentee performance by providing personalized guidance and support.
- Guided mentees in overcoming challenges by sharing personal experiences and offering practical advice.
Customer Service Representative
ALORICA/ Telco Account – T Mobile
02.2020 - 12.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Guest Relation Coordinator
LANDMARK LEISURE HOSPITALITY / ABU DHABI UAE FUNCITY
05.2016 - 09.2019
- Responsible in meeting personal and team sales target
- Responsible for maintaining a high level of professionalism with guest and working to establish a positive rapport with everyone
- Handling customer complaints and provide appropriate solutions and alternatives while assessing customer needs to achieved satisfaction comply with all the company policies and regulations in maintaining the safely and security of both customers and team members
- Work with the management team to stay updated on product knowledge and be informed of any changes in company policies in order to provide adequate education to customers, informing customers of deals and promotions meeting the customer specific needs
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Reduced customer complaints with proactive problem-solving and attentive care.
- Analyzed reports on guest feedback trends regularly adjusting strategies accordingly for continuous improvements in service delivery.
- Provided support during periods of high occupancy by assisting at the front desk or other key areas as needed.
- Trained new team members on company policies and guest relations best practices, ensuring consistent service quality.
PSYCHOMETRICIAN/ HR OFFICER
MEDISENSE LABORATORY CENTER INC PSYCHOMETRICIAN /HR
05.2013 - 02.2016
- Implemented adaptive testing techniques to provide personalized assessment experiences for diverse populations, improving overall accessibility and validity.
- Maintained ethical standards in all stages of the assessment process, safeguarding participant confidentiality and ensuring unbiased data collection methods.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Organized new employee orientation schedules for new hires.
Education
Bachelor of Science - PSYCHOLOGY
UNIVERSIDAD DE MANILA
METRO MANILA01.2013
High School - undefined
EULOGIO AMANG RODRIGUEZ
01.2009
Skills
- Data entry proficiency
- Policy interpretation
- Insurance regulations
- Confidentiality
- Effective communication
- Documentation expertise
- Medical terminology
Reading Inspirational Books , Cooking , Watching Documentary Life Series
Interested on reading inspirational and motivational books , also i loved watching 911 TV Series and Grey's Anatomy , also in my spare time i also loved to cooked filipino delicacies for my family
Languages
English
Intermediate (B1)
Arabic
Intermediate (B1)
filipino
Advanced (C1)
Timeline
Appeals Coordinator
Sagility Aetna - Medicare Non Par
12.2023 - Current
Customer Service Representative
ALORICA/ Telco Account – T Mobile
02.2020 - 12.2021
Guest Relation Coordinator
LANDMARK LEISURE HOSPITALITY / ABU DHABI UAE FUNCITY
05.2016 - 09.2019
PSYCHOMETRICIAN/ HR OFFICER
MEDISENSE LABORATORY CENTER INC PSYCHOMETRICIAN /HR
05.2013 - 02.2016
High School - undefined
EULOGIO AMANG RODRIGUEZ
Bachelor of Science - PSYCHOLOGY
UNIVERSIDAD DE MANILA