Francis Arvin Dionson
Cainta, Province Of Rizal
Summary
Adept at HIPAA compliance and demonstrating unparalleled empathy, I enhanced patient satisfaction and increased first-call resolution rates during my tenure at Integrated Call Center Solutions. Skilled in problem resolution and call documentation, my background spans technical support to customer service, consistently improving user experiences and loyalty across roles.
Healthcare professional known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
Integrated Call Center Solutions
09.2024 - Current
- 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.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Customer Service Representative
Daksh Services Philippines Corporation
05.2022 - 08.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Responded to customer requests for products, services, and company information.
Technical Support Representative
Human Resources Department
12.2023 - 04.2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
Customer Service Crew Member
Golden Arches Development Corporation, McDonald's San Pedro
02.2019 - 08.2021
- Completed tasks efficiently, demonstrating strong multitasking abilities during peak service hours.
- Provided knowledgeable product recommendations based on individual customer needs, increasing overall satisfaction levels.
- Maintained a clean and organized work environment to ensure optimal service delivery.
- Reduced wait times with effective communication between customers and staff members.
- Contributed to positive company reputation by delivering exceptional service experiences for customers.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
Education
Bachelor of Science - Entrepreneurship
Rizal Technological University
Pasig, Metro Manila, PhilippinesSkills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Call center experience
- Follow-up skills
- Claims processing
- Data entry proficiency
- Empathy and patience
- Customer service
- Quality assurance
- Call documentation
- Problem resolution
Timeline
Healthcare Customer Service Representative
Integrated Call Center Solutions
09.2024 - Current
Technical Support Representative
Human Resources Department
12.2023 - 04.2024
Customer Service Representative
Daksh Services Philippines Corporation
05.2022 - 08.2025
Customer Service Crew Member
Golden Arches Development Corporation, McDonald's San Pedro
02.2019 - 08.2021
Bachelor of Science - Entrepreneurship
Rizal Technological University
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