FRANZ JOAN HALLEGADO
Iloilo City, Province Of Iloilo
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
TDCX - Online Streaming Platform
07.2024 - 03.2025
- Resolves customer complaints with empathy and assurance of help, resulting in increased loyalty and repeat business.
- Handles escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responds to customer requests by assisting how to utilize the product, answering questions to billing and payments history.
- Performs technical troubleshooting steps and ensures the product is working for a seamless customer service.
- Enhances customer loyalty by offering personalized solutions tailored to individual needs.
Claims Specialist
WNS Global Services - Car Insurance
01.2024 - 06.2024
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
Health Claims Specialist
Sagility - Health Care Company
07.2023 - 01.2024
- Enhanced accuracy in claim submission for better reimbursement rates by thorough reviewing of insurance policies and patient information.
- Guided patients through complex insurance processes, ensuring they received accurate and timely information regarding their health coverage options.
- Provided exceptional customer service to patients by addressing inquiries and resolving issues related to their health insurance claims.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
Customer Care Representative - Resolutions Team
Transcom - Retail Services
08.2020 - 06.2023
- Handled escalated tickets for an upfront resolution based on consumer law.
- Improved communication with customers by providing clear and concise responses.
- Enhanced customer retention by building rapport during interactions.
- Coordinated with internal teams to expedite resolution of customer concerns.
- Analyzed customer complaints to identify patterns and suggest improvements.
- Assisted in training new team members to ensure consistent customer service.
- Enhanced team performance by sharing best practices and strategies.
Sales Associate
Startek - Magazine Subscription
03.2017 - 07.2020
- Performed product offering using strategic call flow provided by the company's research team.
- Engaged with customers to build rapport and secure sales.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
Purchasing Officer
Lifebank Foundation
01.2012 - 06.2014
- Computed and created purchase orders to monitor stock levels, verify purchase requisitions and expedite order deliveries.
- Fostered strong relationships with internal stakeholders by providing timely updates on procurement activities and addressing any concerns promptly.
- Negotiated favorable payment terms with suppliers, resulting in improved cash flow management for the company.
- Managed supplier contracts to ensure compliance with company policies and legal requirements, safeguarding against potential risks.
- Evaluated potential suppliers based on their ability to meet delivery deadlines, product quality standards, and pricing competitiveness.
- Enhanced supplier relationships by conducting regular performance evaluations and providing constructive feedback.
- Implemented policies to reduce cost and eliminate waste.
Secretary
Lifebank Foundation - Office of the President
01.2009 - 12.2011
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Maintained electronic filing systems and categorized documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided clerical support for the Office of the President, by copying, faxing, and filing documents.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Assisted in event planning and execution for company functions such as conferences, workshops, or social gatherings.
- Coordinated travel arrangements for senior staff, ensuring smooth business trips with minimal disruptions.
Education
No Degree - Computer Secretarial
Dumalag Vocational Technical School
Roxas, Province Of Capiz, Philippines03-2001
Skills
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Complaint resolution
- Payment processing
- Professional telephone demeanor
Fiction Story Writer
I write for if I don't, I can not share what I can give.
Being a fiction story writer releases stress and brings out my alter ego. It gives me a different fulfillment and validates my feelings.
Additional Information
I am a dedicated worker to support my family's needs. I have four lovely children whom three are college students. I decided to start taking the work-from-home set-up as I want to spend more time with my children. I wish I could really spend much time with them before they embark to have their own families in the future.
In God's grace and I am given the opportunity to be hired in a work-from-home set up, I promise to keep my principles - Integrity, Accountability and Commitment.
Timeline
Customer Service Representative
TDCX - Online Streaming Platform
07.2024 - 03.2025
Claims Specialist
WNS Global Services - Car Insurance
01.2024 - 06.2024
Health Claims Specialist
Sagility - Health Care Company
07.2023 - 01.2024
Customer Care Representative - Resolutions Team
Transcom - Retail Services
08.2020 - 06.2023
Sales Associate
Startek - Magazine Subscription
03.2017 - 07.2020
Purchasing Officer
Lifebank Foundation
01.2012 - 06.2014
Secretary
Lifebank Foundation - Office of the President
01.2009 - 12.2011
No Degree - Computer Secretarial
Dumalag Vocational Technical School
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