Genalyn P. Orozco

Summary of Qualifications:

• Ten (10) years of experience in BPO (call center) operations, with an emphasis on customer service.
• Talent for providing excellent customer service to individuals of various nationalities.
• Dedicated intake specialist, proficient in patient screening, documentation, and referral procedures.
• Good knowledge of database management and record-keeping.
• Ability to work in a fast-paced atmosphere and on the graveyard shift.
• Proficient in using BPO communication and customer service tools, including Customer Relationship Management (CRM) systems, Interactive Voice Response (IVR), call scripting, predictive dialers, automated call distribution (ACD), softphones, email, live chat, and messaging platforms. Experienced in using these tools for customer service, patient intake and screening, documentation, appointment coordination, referrals, follow-ups, and outbound calls.
• Excellent interpersonal and organizational skills, with the ability to communicate effectively with people from different social backgrounds.
• Self-motivated, with the ability to use own initiative.