Hannin Bahaeldin Fawzi Abdulrahman Elyamani
Iloilo City
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Escalation Specialist
Stealth Monitoring
Two Fintech Tower A, Iloilo Business Park
08.2023 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Healthcare Customer Service Representative
Legato Anthem Healthcare
01.2021 - 12.2021
- 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.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
Customer Service Representative
Startek Iloilo
Iloilo Business Park, Iloilo City
09.2018 - 01.2021
- 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.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
CSR Teleflora Account
SPI CRM
Molo Iloilo City
03.2018 - 06.2018
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
Education
Bachelor of Science - Medical Laboratory
Iloilo Doctors College
West Timawa, Iloilo City05-2022
Secondary -
Zarraga National High School
01.2013
Primary -
Paglaum Village Elementary School
01.2009
Skills
- Timely work
- Ability to work in shifting schedules
- Ability to handle busy workloads
- Computer Literate
- Teamwork
- Customer service
- Problem-solving
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Microsoft Excel (Basic)
- Willingness to learn
- Adaptability and flexibility
- Microsoft office
- Proactive
Certification
I hereby certify that the above statement is true and correct based on my knowledge and experience.
Personal Information
- Father's Name: Bahaeldin Elyamani
- Mother's Name: Ma. Elena Burata
- Date of Birth: 04/25/97
- Nationality: Filipino
- Marital Status: Single
- Religion: Christian
Timeline
Escalation Specialist
Stealth Monitoring
08.2023 - Current
Healthcare Customer Service Representative
Legato Anthem Healthcare
01.2021 - 12.2021
Customer Service Representative
Startek Iloilo
09.2018 - 01.2021
CSR Teleflora Account
SPI CRM
03.2018 - 06.2018
Secondary -
Zarraga National High School
Primary -
Paglaum Village Elementary School
Bachelor of Science - Medical Laboratory
Iloilo Doctors College