Grace Tagubase
Cordova
Summary
Customer Support Specialist with a proven ability to guide clients through complex systems with clarity, empathy, and precision. Skilled in both property management platforms and healthcare operations, supporting residents, property managers, and patients through rent payments, insurance authorizations, and digital troubleshooting. Recognized for integrating technical fluency with customer-centered communication to deliver smooth, solution-focused support in fast-paced, high-pressure environments. Resolves issues swiftly while ensuring every individual feels heard, respected, and empowered throughout their journey.
Overview
5
5
years of professional experience
Work History
Chat Support Representative
RealPage – Property Management Software
10.2024 - 08.2025
- Managed simultaneous live chats using Omni, ensuring quick and clear responses
- Assisted property managers with scanning rent checks and resolving scanner issues
- Delivered step-by-step troubleshooting with a friendly, professional tone
- Collaborated with developers to report recurring issues and improve system reliability
Email Support Representative
RealPage – Property Management Software
04.2024 - 10.2024
- Responded to resident and staff inquiries via email with clarity and empathy
- Resolved account access problems, payment concerns, and general system issues
- Maintained a calm, solution-focused tone in all communications
Customer Support Representative
RealPage – Property Management Software
03.2023 - 04.2024
- Guided residents through setting up scheduled rent payments via the online portal
- Assisted with password resets, voiding payments, and system navigation
- Provided clear, step-by-step instructions to ensure a smooth user experience
Documentation Specialist
Iploy Staffing Solutions – Cebu, Philippines
05.2021 - 03.2023
- Contacted patients to confirm appointments with pulmonary and cardiac specialists
- Coordinated with clinics to obtain medical records and schedule follow-ups
- Maintained detailed logs of patient interactions and documentation requests
Prior Authorization Specialist
Iploy Staffing Solutions – Cebu, Philippines
09.2020 - 05.2021
- Handled prior authorizations for respiratory equipment and therapies
- Verified insurance coverage and clarified billing responsibilities
- Investigated denied claims and liaised with insurance providers for resolution
- Entered patient data accurately and ensured compliance with healthcare standards
- Responded to inquiries from patients and medical staff regarding authorization status
Education
Bachelor of Secondary Education - English
Lapu-Lapu City College
03-2017
Skills
- Client relations and support across chat, email, and phone
- Clear instructional guidance and effective listening
- Call handling and CRM system proficiency
- Customer needs assessment and exceptional service delivery
- Composure and empathy in high-pressure situations
- Digital payment system troubleshooting
- Insurance verification and prior authorization expertise
- EMR/EHR system management
Customer Service & Communication
Technical & Healthcare Support
- Data privacy and compliance
- Breaking down complex systems for clarity
- Pattern recognition and process improvement
- Creative problem-solving and detail-oriented execution
- Multitasking and consistent reliability
- Adaptability to change and collaborative teamwork
- Efficient typing and time management
- Professionalism, empathy, and reliability under pressure
Problem-Solving & Workflow Optimization
Professional Attributes
Languages
English – Fluent
Tagalog – Fluent
Timeline
Chat Support Representative
RealPage – Property Management Software
10.2024 - 08.2025
Email Support Representative
RealPage – Property Management Software
04.2024 - 10.2024
Customer Support Representative
RealPage – Property Management Software
03.2023 - 04.2024
Documentation Specialist
Iploy Staffing Solutions – Cebu, Philippines
05.2021 - 03.2023
Prior Authorization Specialist
Iploy Staffing Solutions – Cebu, Philippines
09.2020 - 05.2021
Bachelor of Secondary Education - English
Lapu-Lapu City College
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