JAN ROMERO
Cabanatuan City
Summary
Intake Support Representative with specialization in VA disability claims and Social Security Disability intake. Handles sensitive document collection, accurate client data entry, and clear process guidance so claimants understand next steps after each contact. Recognized as a Top Performing Agent for three consecutive years through consistent quality and client support.
Overview
15
15
years of professional experience
Work History
Intake Support Representative
GLOBALTEK BPO INC
Cabanatuan City
02.2021 - Current
Customer Representative
Transcom Worldwide
Pasig City
02.2014 - 01.2015
- Achieved Top Performing Agent recognition for three consecutive years, reflecting consistent excellence in client support.
- Managed customer inquiries across various channels, delivering prompt solutions that enhanced customer experience.
- Explained claims process and next steps, enhancing client understanding and trust throughout interactions.
- Tracked customer packages and provided timely shipment updates, improving customer satisfaction.
- Coordinated with courier drivers to reroute deliveries, resolving shipping issues and ensuring on-time service.
- Collaborated with cross-functional teams to enhance customer service processes and improve overall satisfaction.
- Trained new representatives on company policies, systems, and best practices for customer interactions.
- Documented sensitive client information, ensuring confidentiality and compliance with regulations.
- Specialized in document collection for Veterans Affairs (VA) disability claims and previously handled intake calls for Social Security Disability applications.
Customer Care Specialist
SITEL Philippines
Quezon City
11.2011 - 01.2014
- Provided prompt, professional customer support, building positive relationships that strengthened customer loyalty.
- Provided prompt, professional customer support, fostering positive relationships and enhancing customer loyalty.
- Processed online payments and resolved payment disputes, achieving timely resolutions that enhanced customer satisfaction.
- Guided customers through online order placements for retail brand, enhancing overall shopping experience.
Education
Bachelor of Science - Nursing
Wesleyan University
Philippines11-2014
Skills
- Claims processing
- Eligibility review
- Claims assessment
- Document collection
- Client information verification
- Case status updates
- Multichannel customer support
- US customer support
- CRM systems
- Data management
- Microsoft Office
Languages
- Filipino
- English
Timeline
Intake Support Representative
GLOBALTEK BPO INC
02.2021 - Current
Customer Representative
Transcom Worldwide
02.2014 - 01.2015
Customer Care Specialist
SITEL Philippines
11.2011 - 01.2014
Bachelor of Science - Nursing
Wesleyan University