ELLA MAE E. ESPEDIDO
Silang
Summary
Diligent customer support specialist with solid background in streamlining operational processes and improving efficiency. Proven track record of supporting workflow improvements and ensuring compliance with company standards. Demonstrated ability in problem-solving while promoting well-being, professionalism and effectiveness.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service/Process Associate
GENPACT LLC
06.2021 - Current
Healthcare Associate
- Educated customers about billing, payment processing and support policies and procedures.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Customer Service Representative
Concentrix (formerly Convergys)
10.2016 - 03.2020
Retail Service
- Greeted customers and helped with product questions, selections, and purchases.
Account Maintenance for Private Label Card
- Researched and resolved billing discrepancies to enable accurate billing.
- Processed payments and applied to customer balances.
- Handled frontline fraud reports.
Frontline Technical Support
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Telemarketer
PLUSTEL Marketing Solutions Inc.
05.2016 - 09.2016
Outbound Telemarketer
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
Education
Bachelor of Science - Business Management, Marketing Management
Cavite State University-Carmona Campus
Carmona, Cavite04-2016
Skills
- Customer relationship management
- Teamwork and collaboration
- Call management and Professional telephone demeanor
- Complaint handling and problem resolution
- Order processing
- Microsoft Excel
- Active listening
- Customer service
- Outbound calling
- Credit and collections
- Insurance verification
- Billing systems and software
- Claim submission
- Patient account management
Personal Information
- Age: 28
- Height: 5’
- Weight: 46 kgs
- Date of Birth: 05/12/96
- Marital Status: Single
Seminars And Training
- MS-Office Computer Literacy, STI San Pedro, 07/15/09
- Food Processing, Packaging and Labeling, Cavite State University- Carmona Campus, 02/28/13
- Online Basic Lean Assessment Training, Genpact LLC, 10/08/22
- OSH Mandatory Training – DOLE Requirement, Genpact LLC, 10/11/22
Certification
Lean Trained and Tested
Responsible AI Training
Beginner Insurance
Generative AI
Languages
English
Bilingual or Proficient (C2)
Timeline
Customer Service/Process Associate
GENPACT LLC
06.2021 - Current
Customer Service Representative
Concentrix (formerly Convergys)
10.2016 - 03.2020
Telemarketer
PLUSTEL Marketing Solutions Inc.
05.2016 - 09.2016
Bachelor of Science - Business Management, Marketing Management
Cavite State University-Carmona Campus
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