Jian Joyce Parrucho
Cebu City
Summary
Experienced support specialist seeking a full-time position. Proven track record of success in technical, healthcare, and eCommerce fields over the past seven years. Goal-oriented and motivated to secure a role in a forward-thinking organization that values training, communication, customer service, clerical skills, and interpersonal strengths. Eager to join an environment that promotes growth opportunities and continuous learning.
Overview
8
8
years of professional experience
Work History
Healthcare Customer Service Representative
Mochi Health Corp
02.2024 - Current
- Managed inbound & outbound calls and email responses to patients, ensuring effective communication and support.
- Verified prescriptions with the providers for accuracy and compliance with regulations.
- Coordinated and sent orders to partner compounding pharmacies, maintaining timely processing and delivery.
- Ensured the confidentiality of patient information in strict compliance with HIPAA regulations.
- Educated patients about billing, payment processing and support policies and procedures.
- Bolstered patient retention by creating and offering unique workaround options and inspiring interest in new medication lines.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Support Advisor Mentor
IntouchCX
09.2021 - 02.2024
- As a Support Advisor Mentor, I play a critical role in our company and provide frontline direction to our agents and ensure quality service is provided in every merchant interaction.
- I represent our client partners, learn and maintain knowledge of client brand and philosophy, as well as promotions and processes.
- I mentor newly hired agents during the mentoring phase and filter out those who cannot meet the client requirements.
- I provide real time assistance to our agents in operations through our Slack channels.
- Apart from all these, I promote the professional and personal development of individual team members by administering interaction feedback, training needs and career opportunity programs.
Support Advisor
IntouchCX
07.2020 - 09.2021
- In my role as a Support Advisor, I engage directly with merchants who operate stores on Shopify, one of the largest eCommerce platforms
- My responsibilities include offering assistance with tasks such as adding products and customers, managing and fulfilling orders, setting up their store and the like
- I deliver support through the primary communication channels available in our account: chat, phone, and email
Healthcare Associate (Billing)
Omega Healthcare Management Services Inc.
10.2019 - 04.2020
- In my role as a healthcare associate, I primarily worked within the billing department.
- I engaged with members who inquired about their deductibles and co-pays, assisted those seeking to cover doctor's professional fees either through insurance or out-of-pocket payments.
- Additionally, I supported members in locating healthcare providers and addressing inquiries related to their insurance claims.
- I also had the opportunity to collaborate with health insurance representatives to clarify members' insurance plans and verify their eligibility for benefits.
Email Support (Backoffice)
Contact Solutions
09.2018 - 08.2019
- In my role as an email support representative, I was responsible for responding to customer inquiries via email regarding products offered by an American e-commerce company specializing in online sales of furniture and home goods.
- These inquiries typically involved questions about product availability, dimensions, features, and similar details and reaching out to suppliers.
Technical Support Representative
Qualfon
03.2017 - 08.2018
- As a technical support representative, my primary responsibility involved aiding customers in troubleshooting issues related to TrackFone and Safelink phones.
- In addition to troubleshooting, I also assisted them with basic tasks such as purchasing airtime and acquiring new prepaid phones.
Education
Bachelor of Science - Business Administration - Financial Management
University of San Carlos Main Campus
03.2017
High School Diploma -
University of San Carlos Basic Education Department, South Campus
03.2012
Elementary -
University of San Carlos Basic Education Department, South Campus
03.2008
Skills
- Microsoft Office
- Slack
- G Suite
- Zendesk
- Adobe Photoshop
- Professional communication
- Attention to detail
- Work ethic
- Planning and execution
- Flexible scheduling
- Feedback implementation
- Responsibility
- Multitasking
- Pressure handling
- Customer service
- Administrative skills
- Patient confidentiality
- Medical billing
- Appointment scheduling
- Call center experience
- Patient identity verification
- Verbal and written communication
- Phone and email etiquette
Personal Information
- Place of Birth: Davao City
- Date of Birth: 02/25/95
- Gender: Female
- Nationality: Filipino
- Driving License: 1,2
- Marital Status: Single
Timeline
Healthcare Customer Service Representative
Mochi Health Corp
02.2024 - Current
Support Advisor Mentor
IntouchCX
09.2021 - 02.2024
Support Advisor
IntouchCX
07.2020 - 09.2021
Healthcare Associate (Billing)
Omega Healthcare Management Services Inc.
10.2019 - 04.2020
Email Support (Backoffice)
Contact Solutions
09.2018 - 08.2019
Technical Support Representative
Qualfon
03.2017 - 08.2018
Bachelor of Science - Business Administration - Financial Management
University of San Carlos Main Campus
High School Diploma -
University of San Carlos Basic Education Department, South Campus
Elementary -
University of San Carlos Basic Education Department, South Campus
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