Summary
Overview
Work History
Education
Skills
Timeline
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JONAH GRACE ALDAVA

JONAH GRACE ALDAVA

Valenzuela City

Summary

Customer Success Specialist with experience in telehealth, healthcare support, and technical troubleshooting. Skilled in handling client escalations, provider scheduling, and patient onboarding (Booth & Partners – RedBox Rx), healthcare claims assistance (Optum), and telecom support (Concentrix). Strong communicator with proven problem-solving skills and a focus on delivering excellent customer experiences.

Overview

6
6
years of professional experience

Work History

Customer Success Specialist

Booth & Partners
10.2023 - 06.2025
  • Delivered frontline customer support via phone, email, and chat, resolving inquiries on prescriptions, orders, and account management with professionalism and empathy.
  • Handled client escalations from multiple channels (email, phone, Slack), ensuring timely resolution and maintaining strong client satisfaction.
  • Managed provider scheduling, including blocking calendars for absences and reallocating patient appointments to available licensed providers, minimizing service disruptions.
  • Collaborated cross-functionally with pharmacy, operations, and medical provider teams to resolve escalated cases and ensure continuity of care.
  • Processed and documented all customer cases in CRM systems, ensuring compliance with HIPAA and internal data standards.
  • Supported customer onboarding by guiding patients through the RedBox Rx telehealth platform, ensuring adoption and engagement.

Customer Service Representative

OPTUM GLOBAL SOLUTIONS PHILIPPINES
08.2021 - 05.2023
  • Answering inbound calls from customers and providing exceptional customer service in a timely and professional manner.
  • Assisting customers with inquiries, issues, and concerns related to their healthcare benefits and claims.
  • Maintaining a high level of confidentiality and adhering to HIPAA regulations when handling sensitive customer information
  • Collaborating with other departments, such as claims and enrollment, to ensure customer satisfaction and timely issue resolution.

Customer Service Representative/Technical Support Representative

CONCENTRIX PHILIPPINES
08.2019 - 06.2021
  • Provide outstanding customer service by addressing customer inquiries, concerns, and complaints related to telecommunication services, products, billing, and technical issues
  • Manage customer accounts by updating customer information, processing service requests, and assisting with billing inquiries or changes. Ensure accurate and timely documentation of customer interactions and account updates in the company's systems
  • Handle customer complaints or conflicts with patience, empathy, and professionalism. Listen actively to customer concerns, investigate issues, and escalate matters as necessary to resolve disputes and ensure customer satisfaction

Education

Bachelor of Science - Business Management Major in Operation

STI COLLEGE
05-2018

High School -

CANUMAY NATIONAL HIGH SCHOOL
05-2013

Skills

    Customer Success & Support

  • Customer Relationship Management (CRM)
  • Escalation Handling (Email, Phone, Slack)
  • Patient/Customer Onboarding & Assistance

    • Communication & Collaboration

  • Conflict Resolution & Problem-Solving
  • Excellent Verbal & Written Communication
  • Cross-Functional Team Coordination

    Healthcare & Operations

  • Provider Calendar & Appointment Management
  • HIPAA Compliance & Data Confidentiality
  • Healthcare Benefits & Claims Assistance

    • Technical & Professional Skills

  • CRM & Ticketing Systems (Salesforce, Icare, Zoho voice, and Zoho ticket)
  • Technical Troubleshooting (Telecom & Healthcare Platforms)
  • Time Management & Multitasking

Timeline

Customer Success Specialist

Booth & Partners
10.2023 - 06.2025

Customer Service Representative

OPTUM GLOBAL SOLUTIONS PHILIPPINES
08.2021 - 05.2023

Customer Service Representative/Technical Support Representative

CONCENTRIX PHILIPPINES
08.2019 - 06.2021

Bachelor of Science - Business Management Major in Operation

STI COLLEGE

High School -

CANUMAY NATIONAL HIGH SCHOOL

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