JOSE MARI LEAN C. BRONCANO
Customer Service Specialist/ Quality Analyst
Antipolo City
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages customer and clients remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Successful Customer Service Specialist with 15 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Customer Care Agent
Clearsource – EMI Health
07.2023 - 10.2023
- Assist Members and providers in getting dental and medical insurance benefits
- Assist Members and providers in getting the status of their claims.
Customer Care Agent
Outsourced – Make My Blinds
08.2022 - 04.2023
- Answer customer’s inquiry about their order through phone, chat and email
- Provide information about the products that the company is providing.
Quality Assurance Analyst
Legato Healthcare Technologies, Anthem
08.2019 - 06.2022
- Determine upstream and downstream impact and devise plan of action with ops leaders to mitigate through effective root cause analysis
- Plan, conduct and monitor testing and audit of transactions, analyze to identify areas for improvement in the system
- Provide effective measures and feedbacks through error proofing techniques
- Assist providers in getting the member’s eligibility and policy coverage
- Provide information and assistance regarding claims.
Subject Matter Expert
Quantrics Enterprise, (Bell Canada)
08.2018 - 05.2019
- Motivates trainees, instils discipline and best practices according to company standards
- Provide floor assistance during A-bay
- Accountable for accuracy of information provided to the learners
- Conduct mock calls to ensure the trainees are in line with the QA guidelines
- Provide feedback and coaching sessions
- Attend/facilitate team huddles.
Customer Service Representative
Quantrics Enterprise, (Bell Canada)
08.2017 - 05.2019
- Answering customers queries about billing and account specifics over the phone
- Provide excellent customer assistance
- Serving as Bell’s Brand Ambassador.
Hotel Reservation Officer/ CSR (Home Based)
Hotel Space
11.2016 - 02.2017
- Manages emails
- Processing of booking/ cancellation
- Answering guests queries over the phone or by email.
Part time Virtual Assistant (Home Based)
Leazy Laces
08.2016 - 11.2016
- Email management
- Processing of orders via Shopify
- Promotion of the product to potential advertisers
- Looking for potential distributors and promoters.
Outbound Auditor (Home Based)
Provant (Haielo)
07.2016 - 09.2016
- Making outbound calls to audit the quality of the job conducted by the LED electricians and installer
- Confirm the condition of the LED lights installed
- Generate job order to resolve the issues with the LED lights.
Point of Contact - Moving Home Specialist
Orchid Cybertech Services Inc. (TPG Philippines)
02.2010 - 04.2016
- Training for new hires / up-training for tenured staff about new products and new QA guidelines and standard process
- Validate complaints by call listening and verifying that the staff followed proper QA guidelines and standard operating procedure
- Submit team reports and generate minutes of the meetings
- Handle supervisory calls / customer complaints
- Address client’s / other department’s concern via email or phone
- Address client’s concern with regard to the fees, contract and billing adjustment in relation to their account / transfer of Internet service to the new location
- Makes sure the customer will keep the service
- Answer customer inquiry about the service / service relocation via phone and email.
Technical Support Representative
Teletech Customer Care Management Inc.
04.2008 - 01.2010
- Assist customers regarding their Internet services and billing issues
- Troubleshoot Internet-related issues
- Up-sell new products and services
- Sell revenue generating line of business.
Education
Bachelor of Science - Psychology
University Of Rizal System
Antipolo City 06.2005 - 04.2008
Bachelor of Arts - Political Science
Bachelor of Political Science
Manila 06.2004 - 11.2004
Skills
Good command of English (oral and written)
undefinedTimeline
Customer Care Agent
Clearsource – EMI Health
07.2023 - 10.2023
Customer Care Agent
Outsourced – Make My Blinds
08.2022 - 04.2023
Quality Assurance Analyst
Legato Healthcare Technologies, Anthem
08.2019 - 06.2022
Subject Matter Expert
Quantrics Enterprise, (Bell Canada)
08.2018 - 05.2019
Customer Service Representative
Quantrics Enterprise, (Bell Canada)
08.2017 - 05.2019
Hotel Reservation Officer/ CSR (Home Based)
Hotel Space
11.2016 - 02.2017
Part time Virtual Assistant (Home Based)
Leazy Laces
08.2016 - 11.2016
Outbound Auditor (Home Based)
Provant (Haielo)
07.2016 - 09.2016
Point of Contact - Moving Home Specialist
Orchid Cybertech Services Inc. (TPG Philippines)
02.2010 - 04.2016
Technical Support Representative
Teletech Customer Care Management Inc.
04.2008 - 01.2010
Bachelor of Science - Psychology
University Of Rizal System
06.2005 - 04.2008
Bachelor of Arts - Political Science
Bachelor of Political Science
06.2004 - 11.2004
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