Hazel Grace Osano
Customer Service Representative
Iloilo City, Province Of Iloilo,ILI
Summary
Customer Service Representative experienced in managing retail and healthcare accounts. Developed expertise in communication, active listening, and problem-solving while delivering accurate support for inquiries, orders, and account concerns. Focused on achieving performance goals and adapting quickly to new tools and processes.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
TELUS International Philippines-Discovery Centre
02.2025 - 10.2026
- Handle inbound customer calls and assist with questions about products, orders, payments, and services.
- Process customer orders, cancellations, returns, refunds and exchanges accurately.
- Provide customers with information about product availability, prices, promotions, and policies.
- Assist customers with payment and billing concerns and explain charges when needed.
- Track orders and provide updates regarding delivery status, delays, and other order concerns.
- Resolves customers complaints and concerns by identifying the issue and providing appropriate solutions.
- verify customer and account information to ensure accurate processing of the request.
- Maintain a professional and friendly approach while assisting customers.
- Handle multiple customers concerns efficiently while maintaining accuracy and quality.
- Escalate complex or unresolved issues to the appropriate department or supervisor.
- Meet daily performance targets, including productivity, quality, and customer satisfaction goals.
- Build positive customer relationships through active listening, patience, and effective communication.
- Follow company policies and procedures when handling customers request and transactions.
Lead Verification Specialist
Trualliant
01.2024 - 02.2025
- Make outbound calls to potential customers about healthcare insurance offers.
- asks questions to check if customers meet the qualification for the insurance program.
- verify customer information and record their responses accurately.
- explain basic information about the insurance offer and answer simple questions.
- identify qualified customers and transfer them to a healthcare specialist
- provide accurate information to the specialist during call transfers.
- handle customer concerns in a polite and professional manner.
- follow company policies and procedures when handling customer information.
Education
No Degree - Associate in Ship Board Services
St. Therese MTC-Colleges
Iloilo City, Province Of Iloilo, Philippines 04.2001 -
Skills
Customer service
Customer Support
Order processing
Client assistance
Record management
Time Management
Works under pressure
Active listening
Empathy and Patience
Team collaboration
Professional communication
Fast Learner
Timeline
Customer Service Representative
TELUS International Philippines-Discovery Centre
02.2025 - 10.2026
Lead Verification Specialist
Trualliant
01.2024 - 02.2025
No Degree - Associate in Ship Board Services
St. Therese MTC-Colleges
04.2001 -