Juville Arevalo
Customer Service Representative
Quezon City, Metro Manila
Summary
Experienced customer service representative with a proven track record of success in the call center industry. Skilled in communication, multitasking, and working effectively in a team. Proficient in Microsoft Office and computer skills. Known for providing excellent customer service and resolving issues in a timely manner. Recognized as a top agent and Subject Matter Expert for my exceptional performance and knowledge. Consistently maintained perfect attendance and achieved high QA scores. Adaptable and eager to continue growing and learning in the call center industry. Committed to delivering exceptional service and making a positive impact on customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Optum Global Solutions Philippines
09.2023 - Current
- Answered phone calls and answered questions from patients and providers.
- Coordinated with providers to help patients with urgent needs.
- Worked outbound calls to confirm situation of patients in elderly care centers.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Improved patient satisfaction by actively addressing concerns and providing prompt assistance during the check-in process.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
Patient Access Representative
Change Healthcare
09.2022 - 09.2023
- Answered phone calls and answered questions from patients and providers.
- Coordinated with providers to help patients with urgent needs.
- Worked outbound calls to confirm situation of patients in elderly care centers.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Improved patient satisfaction by actively addressing concerns and providing prompt assistance during the check-in process.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
Customer Service Representative
Concentrix
09.2018 - 09.2022
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Updated account information to maintain customer records.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
Customer Service Representative
SPi Global
09.2016 - 07.2017
- Helped customers on placing orders over the phone.
- Provided resolution to satisfy customers' needs.
- Conducted quality assurance and performance audits.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
Education
Bachelor of Arts - Bachelor of Arts in English
Polytechnic University of The Philippines
Santa Mesa, Metro Manila, Philippines 04.2001 -
Skills
Complaint resolution
undefinedReference
Jennifer Safran
Concentrix
+639275732599
Grace Nicole Ocampo
Concentrix
+639272295689
Timeline
Customer Service Representative
Optum Global Solutions Philippines
09.2023 - Current
Patient Access Representative
Change Healthcare
09.2022 - 09.2023
Customer Service Representative
Concentrix
09.2018 - 09.2022
Customer Service Representative
SPi Global
09.2016 - 07.2017
Bachelor of Arts - Bachelor of Arts in English
Polytechnic University of The Philippines
04.2001 -
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