Hi, I’m
Gracelyn Escario R.N.
SaaS | Customer Support | E-commerce | Health Insurance | Deal Management Specialist
Quezon City, Metro Manila
Summary
Accomplished Customer Service Specialist with over 13 years of experience in Health Care, B2B, Tech, and Sales, paired with a strategic year as a Deal Management Specialist. Recognized for elevating customer satisfaction, adeptly navigating complex issues, and securing successful deal outcomes with a keen eye for detail and negotiation prowess.
Overview
15
years of professional experience
4
years of post-secondary education
Work History
ClickUp
Customer Support Specialist / Deal Management Specialist
7 2022 - 3 2024
Job overview
- Responded to customer requests via ticketing (Zendesk) while consistently meeting productivity and quality targets through live chat and email channel
- Helped customers design their homepage, categories, menus, blogs, and site pages
- Helped customers create email blasts through Klaviyo and Mailchimp
- Answered risk/fraud/chargeback related concerns and making sure that the customer is in compliance in order to prevent their account from getting suspended due to violation.
- Researched and identified solutions to technical problems.
TaskUs - Lizardbear Tasking Inc.
Teammate - Shopify Support Advisor
10.2018 - 05.2022
Job overview
- Helped Shopify customers set up their social media pages, Google ads, Instagram, and Facebook Commerce accounts to help them promote their website in various channels
- Checked for opportunities to upsell or cross-sell Shopify subscriptions and plugins
- Guiding customers on analyzing their daily, weekly and monthly report of website activities, sales, payments, and number of visitors
- Worked with third party developers on maintaining their integration to Shopify platform
- Conduct provider education, as necessary, regarding audit results
- Identify trends for improvements internally, such as claims payment, to determine appropriate training needs and suggest modification to company polices and procedures
- Review and analyze claims, medical records and associated processes related to the appropriateness of coding, clinical care, documentation, and health plan business rules.
United Health Group (Optum)
Fraud, Waste & Abuse - Provider Inquiry (Lead Intern)
05.2016 - 08.2018
Job overview
- Front line support for clients and customers and they help ensure that customers are satisfied with products, services, and features
- Participate in sales activities to up-sell / cross-sell customers to other products and services
- Identified client needs/ requirements and recommended appropriate solutions.
Infosys BPO
Customer Service Representative
05.2015 - 05.2016
Job overview
- Providing knowledge, resources and information to support agents
- Address customers concerns accurately and timely
- Show a comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards
- Assist advisors with material request and account updates
- Coaching and training agents on improving Customer Interaction and offering advisors guidance.
IBEX Global Philippines
Customer Service Representative (SME)
07.2012 - 05.2015
Job overview
- Generate sales leads
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Provide accurate, valid and complete information by using the right methods/tools.
Startek Philippines
Customer Service Representative
10.2011 - 06.2012
Job overview
- Dispenses medicine under the supervision of the Pharmacist
- Looks after stocks positioning
- Managing a cash register.
The Generics Pharmacy
Pharmacy Assistant
08.2009 - 02.2011
Job overview
- Issue LOA for inpatient cases and medical procedures including consultations
- Provide approval number for outpatient availments
- Assist patient upon discharge.
Metrocare Health Systems Inc
Medical Liaison Officer
07.2007 - 01.2009
Education
Our Lady of Fatima UniversityQuezon City, Philippines
BACHELOR OF SCIENCE IN NURSING
06.2002 - 05.2006
Skills
Customer Service
Technical Support
Email Support
Onboarding clients
SEO Marketing
Order Fulfillment
Billing
Shopify Analytics
Quality Assurance
Deal Desk Task
Data Entry
Timeline
Teammate - Shopify Support Advisor
TaskUs - Lizardbear Tasking Inc.
10.2018 - 05.2022
Fraud, Waste & Abuse - Provider Inquiry (Lead Intern)
United Health Group (Optum)
05.2016 - 08.2018
Customer Service Representative
Infosys BPO
05.2015 - 05.2016
Customer Service Representative (SME)
IBEX Global Philippines
07.2012 - 05.2015
Customer Service Representative
Startek Philippines
10.2011 - 06.2012
Pharmacy Assistant
The Generics Pharmacy
08.2009 - 02.2011
Medical Liaison Officer
Metrocare Health Systems Inc
07.2007 - 01.2009
Our Lady of Fatima University
BACHELOR OF SCIENCE IN NURSING
06.2002 - 05.2006
Customer Support Specialist / Deal Management Specialist
ClickUp
7 2022 - 3 2024