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
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 -
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