KEITHLEEN T. ONDILLO

Process Executive – Voice | Cognizant Technology Solutions Inc.

• Patient Support & Advocacy: Deliver high-quality voice support in a fast-paced healthcare BPO environment, accurately addressing patient inquiries and guiding them through complex healthcare processes.
• Appointment Scheduling: Manage and streamline patient scheduling, ensuring optimal booking accuracy, minimal wait times, and a seamless patient experience.
• Insurance & Claims Navigation: Verify insurance benefits and assist patients with claims inquiries, resolving issues efficiently while ensuring compliance with healthcare regulations.
• Clinical Coordination: Facilitate critical healthcare requests, including processing prescription refills and navigating the prior authorization process with insurance providers.

Customer Service Representative – Nike Retail Account

• Brand Ambassadorship: Delivered high-energy, premium customer support aligned with Nike's brand values, assisting global customers with product inquiries, sizing, and sports apparel recommendations.
• Order & Logistics Management: Tracked shipments, processed returns/exchanges, and resolved complex digital order issues, ensuring a seamless e-commerce and retail experience.
• Issue Resolution: Handled high-volume inquiries regarding billing, promotional discounts, and Nike Membership accounts with empathy and efficiency.
• Customer Loyalty: Fostered brand loyalty by turning challenging customer situations (e.g., delayed shipments, defective products) into positive experiences through proactive problem-solving.