Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Hi, I’m
JISEL MARIFRANC DE VERA
Customer Service Representative
Laoag, Province Of Ilocos Norte,ILN
Summary
Overview
4
years of professional experience
Work History
Teletech Bacolod
Healthcare Customer Service Representative
09.2022 - 06.2024
Job overview
- Handled 60–80+ inbound calls daily addressing insurance coverage, claims, and benefits inquiries
- Maintained 95%+ customer satisfaction (CSAT) through effective issue resolution and empathetic communication
- Accurately documented 100% of customer interactions in CRM systems (Salesforce/Avaya)
- Assisted customers with portal navigation, reducing repeat calls by providing clear guidance
- Ensured full compliance with HIPAA regulations when handling sensitive patient data
- Consistently met or exceeded KPIs including AHT (Average Handle Time) and First Call Resolution
VXI
Customer Advocate Representative
09.2024 - 11.2024
Job overview
- Managed 50–70 client interactions daily related to legal services and account support
- Assisted in processing hundreds of legal documents and business registrations with high accuracy
- Maintained high customer satisfaction ratings (90%+) through professional and timely support
- Reduced follow-up inquiries by providing clear, step-by-step guidance to clients
- Ensured confidentiality and accuracy when handling sensitive legal information
- Collaborated with internal teams to resolve escalated or complex cases efficiently
Full Potential Solutions
Residential Care Specialist
12.2024 - 02.2025
Job overview
- Resolved 70–85% of technical issues on first contact, minimizing escalations
- Handled 50–70 customer interactions daily via phone and chat
- Diagnosed and fixed connectivity, device, and service issues efficiently
- Logged and tracked cases in Zendesk/ServiceNow with high accuracy
- Improved customer understanding by simplifying technical instructions for non-technical users
- Maintained strong performance metrics in resolution time and customer satisfaction
Accenture
Customer Service Representative
06.2025 - 05.2026
Job overview
- Provided Tier 1 technical support for internet, mobile, and VoIP services
- Diagnosed and resolved connectivity, modem/router, and service-related issues
- Guided customers through step-by-step troubleshooting in a clear and simple manner
- Logged and tracked issues using ticketing systems (e.g., ServiceNow, internal tools)
- Collaborated with internal technical teams for escalations and complex cases
- Maintained strong performance in resolution time and customer satisfaction metrics
Education
Saint Louise Anne CollegesLaguna, Province Of Laguna, Philippines
No Degree from Associates in Hotel And Restaurant Management
04.2001
University Overview
Skills
Administrative Support & Virtual Assistance
Email & Calendar Management
Customer Support (Voice, Email, Chat)
Data Entry & File Management
CRM & Ticketing Systems (Salesforce, Zendesk, HubSpot)
Technical Troubleshooting
Internet Research & Lead Generation
Social Media Assistance (basic scheduling & engagement)
Time Management & Multitasking
Problem Solving & Conflict Resolution
HIPAA Compliance Awareness
Additional Information
Additional Information
TOOLS & SYSTEMS
- Salesforce, Zendesk, HubSpot
- Microsoft Office (Word, Excel, Outlook)
- Google Workspace (Docs, Sheets, Gmail, Calendar)
- Avaya, ServiceNow
- Canva, Trello, Slack (Basic Knowledge)
Detail-oriented and reliable Virtual Assistant with nearly 5 years of combined experience in customer service, technical support, and client relations across healthcare, telecommunications, and legal services. Experienced in handling high-volume customer interactions, resolving technical and account issues, and managing sensitive data with accuracy and professionalism.
Adept at administrative support, CRM tools, and client communication, with a strong ability to work independently in remote environments. Highly motivated to continuously learn new tools and improve skills to support business efficiency and customer satisfaction.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Accenture
06.2025 - 05.2026
Residential Care Specialist
Full Potential Solutions
12.2024 - 02.2025
Customer Advocate Representative
VXI
09.2024 - 11.2024
Healthcare Customer Service Representative
Teletech Bacolod
09.2022 - 06.2024
Saint Louise Anne Colleges
No Degree from Associates in Hotel And Restaurant Management
04.2001