Jun Dexter Sarabia
Customer Service Representative
Tagbilaran, Bohol
Summary
I am a highly motivated and dedicated professional with extensive experience in healthcare customer service, escalation management, and team collaboration. I have successfully guided new hires and resolved complex issues while ensuring compliance with industry regulations such as HIPAA. My background working with high-volume accounts like Uber’s Payments Department has honed my ability to deliver exceptional customer support, manage escalations, and consistently meet key performance metrics. I possess strong communication skills, technical proficiency, problem-solving abilities, and a collaborative approach, making me an excellent fit for this role and a valuable asset to your team.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
IBEX Global
07.2023 - Current
- Served as a Subject Matter Expert (SME) for the Healthcare line of business at UnitedHealthcare, providing advanced knowledge support and guidance on complex processes, policies, and system navigation.
- Acted as a key member of the Supervisor Escalation Line, resolving high-priority and sensitive escalations with accuracy, empathy, and strict compliance with healthcare regulations.
- Took on the role of In-Team Trainer, successfully leading the training and onboarding of three new-hire teams. Delivered hands-on coaching and knowledge transfer to ensure all trainees were equipped to meet performance and compliance standards.
- Developed and delivered targeted training sessions, job aids, and real-time floor support—contributing to reduced error rates and improved new hire performance.
- Collaborated with leadership and quality assurance teams to monitor progress, identify coaching needs, and ensure adherence to HIPAA and other healthcare-related protocols.
Customer Service Representative
TaskUs
01.2022 - 02.2023
- Provided high-quality support to Uber users (2022- 2023) with a focus on billing inquiries, payment disputes, and transaction troubleshooting.
- Ensured timely resolution of customer issues involving payment processing, fare adjustments, and account discrepancies, while maintaining strong customer satisfaction scores.
- Navigated multiple internal tools to verify transactions, apply adjustments, and escalate complex concerns as needed.
Education
Bachelor of Science - Information Technology
Cap College Institution
04.2001 -
Skills
Subject Matter Expertise
Customer Service
Training and Development
Escalation Management
Communication Skills
Technical Proficiency
Team Collaboration
Performance Metrics Management
Problem Solving
Healthcare Processes
HIPAA Compliance
CRM and Ticketing Tools
Time Management
Coaching and Mentoring
Conflict Resolution
Accomplishments
- Achieved the highest Individual Resolution (IR), User Experience Score (UES), Quality Assurance (QA), and Net Promoter Score (NPS) during training.
- Maintained consistent 100% QA audit scores, demonstrating exceptional attention to quality and compliance.
- Recognized as a 2023 Quartile Awardee for outstanding performance and dedication during the training period.
- Demonstrated a strong commitment to excellence, accuracy, and customer satisfaction from the outset.
Certification
Q4 Quartile Award
Timeline
Customer Service Representative
IBEX Global
07.2023 - Current
Q4 Quartile Award
04-2023
Customer Service Representative
TaskUs
01.2022 - 02.2023
Bachelor of Science - Information Technology
Cap College Institution
04.2001 -