Kipper Joy Astillero Marcaida
Taytay
Summary
Dedicated BPO professional with 14+ years of experience in customer support, technical assistance, and process handling across insurance, healthcare, automotive, and telecommunications. Strong in clear English communication, detail-oriented issue resolution, and team collaboration. Recently served as Client Support Specialist, delivering prompt and professional service in a fast-paced environment. Eager to bring proven skills to the Marlik account at Movate and support exceptional client experiences.
Overview
14
14
years of professional experience
Work History
Client Support Specialist
SMA PH NewCo, Inc.
Quezon City, Philippines
07.2024 - 10.2024
- Resolved client inquiries accurately and promptly, ensuring high satisfaction in a dynamic, high-volume setting.
- Executed daily operational tasks with precision, supporting seamless team performance and workflow efficiency.
- Managed multiple responsibilities professionally, maintaining composure and quality under pressure.
Customer Contact Associate (Hybrid Agent)
AIG Shared Services – Life and Retirement
Cubao, Philippines
11.2018 - 11.2023
- Supported team members by clarifying complex processes and handling administrative tasks across Life, Retirement, Annuities, and back-office functions.
- Interpreted insurance contracts and communicated terms clearly via inbound calls, email, and chat, achieving consistent high-quality outcomes.
- Resolved customer inquiries and complaints efficiently, adhering to escalation protocols and documenting accurately to minimize follow-ups.
- Served as backup for managers and cross-trained on multiple business lines, enhancing team coverage and flexibility.
- Completed comprehensive product, process, and compliance training while consistently meeting or exceeding quality standards (95%+ quality score in Annuity Service Center).
Traveler Qualification Representative / Talent Acquisition Specialist
AMN Healthcare
Makati City, Philippines
09.2017 - 11.2018
- Verified clinician qualifications by contacting references and conducting thorough screening interviews.
- Collaborated closely with recruiters and quality analysts to collect, document, and validate candidate information accurately.
- Contributed to expanding the qualified healthcare professional pool through meticulous verification and streamlined coordination.
Reimbursement Specialist / Customer Service Representative
General Motors – Automotive Reimbursement Department
Eastwood City, Philippines
11.2014 - 06.2017
- Processed reimbursement orders, refunds, and eligibility verifications with high accuracy to ensure timely resolutions.
- Addressed recall inquiries and explained coverage details clearly, helping customers understand options and next steps.
- Investigated claims issues, identified root causes, and delivered effective solutions while upholding strict documentation standards.
Technical Support Representative
AT&T Wireless and Broadband / Voicemail Support
Cainta, Rizal, Philippines
10.2011 - 10.2014
- Diagnosed and resolved networking, hardware, software, and connectivity issues using advanced monitoring tools.
- Supported service orders, unified communications, and troubleshooting for reliable customer connectivity.
- Documented resolutions thoroughly and partnered with network teams to enhance overall service quality and reduce repeat issues.
Customer Care Representative
WellCare Home Health Care / Medicaid
Silver City, Ortigas, Pasig, Philippines
07.2010 - 10.2011
- Addressed inquiries on government-sponsored healthcare programs and benefits, providing clear guidance to clients.
- Processed manual claims, forms, and digital record updates with attention to detail and confidentiality.
- Maintained accurate patient logs while educating clients on available services to improve access and understanding.
Education
Bachelor of Science - Information Technology
ICCT Colleges
Cainta, Rizal03-2007
High School Diploma - English Literature
Roosevelt College
Lamuan01-2003
Skills
- Customer service and issue resolution
- Technical troubleshooting and IT support
- Claims processing and documentation
- CRM systems (Salesforce, Zendesk, proprietary platforms)
- Contract interpretation and clear communication (English – written and verbal)
- Multitasking, administrative support, and back-office processing
- MS Office Suite and Google Workspace
- Team collaboration, peer mentoring, and process support
Timeline
Client Support Specialist
SMA PH NewCo, Inc.
07.2024 - 10.2024
Customer Contact Associate (Hybrid Agent)
AIG Shared Services – Life and Retirement
11.2018 - 11.2023
Traveler Qualification Representative / Talent Acquisition Specialist
AMN Healthcare
09.2017 - 11.2018
Reimbursement Specialist / Customer Service Representative
General Motors – Automotive Reimbursement Department
11.2014 - 06.2017
Technical Support Representative
AT&T Wireless and Broadband / Voicemail Support
10.2011 - 10.2014
Customer Care Representative
WellCare Home Health Care / Medicaid
07.2010 - 10.2011
Bachelor of Science - Information Technology
ICCT Colleges
High School Diploma - English Literature
Roosevelt College
Recognitions
Quality Recognition Award, AIG Annuity Service Center – Achieved 95%+ quality score (July 2019)