Irish Luna
Makati
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry for 10 years. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Delivering top-notch service with 100 percent quality.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Alorica Philippines
12.2016
- Seasonal)
- Processing orders
- Processing refunds
- Upselling
- Answer inquiries
Virtual Assistant
Hipmaids – Saint Louis MO USA
07.2021 - 03.2023
- Answering and making phone calls
- Booking cleaning services
- Scheduling cleaning
- Processing employee timesheet
- Data entry
Medical Biller
American Wellness and Rehab Clinic
10.2021 - 02.2023
- Processing claims
- Processing ERA’s
- Data Entry
- Assist Billing Account Manager
- Review account accuracy
- Creating Making training modules
Assistant Campaign Manager / Manager
Support Services Group Ph
Makati
11.2019 - 08.2022
- Main point of contact under the direct supervision of the Proctor Center Manager
- Responsible for the success of the operation during the scheduled shift
- Providing effective communication and leadership to all employees
- Managing all the functions of the daily operation, acting as a liaison for the PCMs, the operation, and its employees.
Senior Team Leader / Manager of Duty
Skype
01.2017 - 01.2021
- ID: live:.cid.b26212acdbeecdea
Floor Supervisor / Team Supervisor
03.2018 - 10.2019
- Ensure wait times in the test taker queue do not go over 30 seconds
- Assist proctors with issues encountered during exam sessions with test-takers
- Maintains a mobile presence around the proctoring floor to ensure timely assistance to proctors
- Directs and manages the workload of proctoring staff
- Functions a utility role if necessary, performing Tech, Help Desk, or Proctoring functions when needed
- Communicate to the rest of the ProctorU management Team via Team Speak
- Accurately updates all the required staffing and performance-based reports
- Provide check-ins with proctors regarding performance
Online Proctor
01.2017 - 02.2018
- Maintain the integrity of the exam process as committed to with institution partners
- Responsible for the service levels and monitoring of all test takers as they complete their exam through the exam submission and logging out process
- Core and Functional competencies include:
- Providing Motivational Support
- Managing Change
- Developing Others
- Leadership
- Change Management
- Analytical Thinking
Senior Customer Service Associate
Convergys Philippines Inc
Makati
01.2014 - 09.2016
- Explaining customers bill
- Processing payment and payment arrangement
- Provide excellent customer service experience to customers
- Assisting in technical problems
Education
Bachelor of Science - Hospitality Management
University of Makati
01.2011 - 01.2014
Bachelor of Arts - English
Arellano University
Manila 08.2022 - Current
Skills
Technical Support
Customer service support
Customer service skills
Payment posting
Medical claims submission
Data Entry
MS Excel
Staff leadership
Medical claims coding
Timeline
Bachelor of Arts - English
Arellano University
08.2022 - Current
Medical Biller
American Wellness and Rehab Clinic
10.2021 - 02.2023
Virtual Assistant
Hipmaids – Saint Louis MO USA
07.2021 - 03.2023
Assistant Campaign Manager / Manager
Support Services Group Ph
11.2019 - 08.2022
Floor Supervisor / Team Supervisor
03.2018 - 10.2019
Senior Team Leader / Manager of Duty
Skype
01.2017 - 01.2021
Online Proctor
01.2017 - 02.2018
Customer Service Representative
Alorica Philippines
12.2016
Senior Customer Service Associate
Convergys Philippines Inc
01.2014 - 09.2016
Bachelor of Science - Hospitality Management
University of Makati
01.2011 - 01.2014