Summary
Overview
Work History
Education
Skills
References:
Timeline
Generic

Kit Delos Santos

Business Process Outsourcing

Summary

A dedicated professional with extensive experience in the Business Processing Outsourcing (BPO) industry since 2018. I have garnered a valuable expertise across diverse sectors, including healthcare, retail banking, technical support, telecommunication, medical scribing, telemarketing, and law firm projects. Seeking a new opportunity to further enrich my skill set. I am eager to contribute to a dynamic team while fostering my professional growth in acquiring fresh knowledge and experiences.

Overview

12
12
years of professional experience
9
9
years of post-secondary education
2
2
Languages

Work History

Legal Intake Specialist

XtendOps Inc.
10.2024 - 04.2025
  • Acts as the initial point of contact for potential clients.
  • Gathering preliminary information about potential client's legal issues.
  • Conducting initial screenings to assess case viability.
  • Maintaining detailed and accurate client records and ensuring a positive first impression of the firm.
  • Maintained confidentiality of all client communications and documents in line with legal ethical standards.
  • Developed and implemented efficient intake processes to streamline client onboarding and enhance service delivery.
  • Conducted thorough client intake consultation to assess legal needs and gather pertinent case information.
  • Delivered empathetic support to clients during initial consultations, building trust and facilitating open communication.
  • Managed initial client inquiries, providing detailed information on legal services offered and case intake procedures.
  • Handled sensitive and confidential information with discretion, following data protection regulations.

Telemarketer

Channel Information Technology
07.2024 - 10.2024
  • Contacted individuals by telephone to solicit sales.
  • Developed at least 70 new leads each month.
  • Adhered to company policies and guidelines regarding customer privacy and data protection, maintaining customer trust.
  • Managed a high volume of calls daily, maintaining professionalism and patience with each interaction.
  • Gave information about available products and services including membership details and purchase advantages.
  • Participated in team meetings to share best practices and challenges, fostering a collaborative work environment.
  • Achieved and exceeded monthly sales targets through strategic call planning and persuasive selling skills.
  • Developed personalized scripts for various products, adapting sales techniques to match customer profiles.
  • Used scripted sales strategies to converse with customers reached by manual dialing and automatic systems.
  • Maintained a calm and professional demeanor in handling difficult or resistant customers, ensuring positive outcomes.

Quality Documentation Specialist

Accenture Inc.
01.2023 - 06.2024
  • Works with a client physician and their care team to complete documentation of clinic visits/encounters.
  • Support healthcare providers and their patients by using an artificial intelligence technology platform to complete confidential medical summaries of patient encounter/visit.
  • Improved documentation quality by reviewing and editing medical documents for accuracy and consistency.
  • To ensure that HIPAA privacy rule is strictly followed.
  • Promoted as a Subject Matter Expert to support the team regarding the process and proofreading.
  • Evaluated existing resources and developed new strategies to maximize effectiveness in addressing identified gaps.
  • Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.

Customer Service Analyst

Accenture Inc.
06.2021 - 01.2023
  • Worked as a customer service representative for a Telecommunication project.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • To facilitate customers with their online account management.
  • To introduce and provide information regarding our new wireless devices products.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Enhanced customer satisfaction by swiftly resolving complex issues and providing tailored solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Promoted as a Subject Matter Expert to support the team regarding the process.
  • Handled supervisor calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Technical Support Advisor

TDCX
02.2021 - 03.2021
  • Worked as a technical support advisor for electronic consumer account.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted the customers regarding their other wireless device issues.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Customer Service Specialist - Retail Banking

Teleperformance
11.2019 - 01.2021
  • To assist customers with regards to their daily banking needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • To connect customers to the right department if they have queries aside from their debit card issues.
  • To inform customers about their debit card balance.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Sought ways to improve processes and services provided.

Customer Service Representative - Healthcare

Teleperformance
10.2018 - 11.2019
  • To disclose the benefits and the coverage of the customer's policy.
  • To assist customers with creating a policy for them.
  • To check if the customer's medication is covered by their insurance.
  • To assist customers in purchasing their medication.
  • To check if a doctor is covered by their insurance.
  • To assist customers in booking a doctor's appointment.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Deck Cadet

Philippine Transmarine Carriers, Inc
06.2013 - 02.2017
  • Company Overview: Worked in an international commercial shipping company.
  • Worked in an international commercial shipping company in the position of Deck Cadet for 4 contracts.
  • I have been exposed to the duties and responsibilities of an Officer (Navigation skills, seamanship skills, leadership skills, and decision-making skills). Attending weekly and monthly meetings, sharing and brainstorming ideas.
  • Can do admin tasks, utilize, and manage time.
  • Worked in an international commercial shipping company.

Education

Bachelor of Science - Marine Transportation

University of Cebu - Maritime Education And Training Center
Cebu City
01.2011 - 01.2016

High School Diploma -

Agusan National High School
Butuan City
04.2006 - 01.2010

Skills

  • Effective call handling

  • Clinical documentation

  • Analytical reasoning

  • Strong attention to detail

  • Effective time management

  • Technical problem-solving

  • Proficient in computer applications

  • Customer-centric approach

  • Effective upselling techniques

  • Analytical problem-solving

  • Effective communication

  • Analytical problem-solving

References:

Mr. Keannu Batucan - Supervisor , XtendOps Inc.
Contact number: 09266548066


Ms. Jonah Lerio - Supervisor , New Era Telemarketing LLC
Email Address: lerjonah1@gmail.com

Contact numebr: 09610522288


Mr. Henry Niño Romas - Supervisor , Accenture Inc.
Email Address: romas.onin11@gmail.com

Contact number: 09625255029

Timeline

Legal Intake Specialist

XtendOps Inc.
10.2024 - 04.2025

Telemarketer

Channel Information Technology
07.2024 - 10.2024

Quality Documentation Specialist

Accenture Inc.
01.2023 - 06.2024

Customer Service Analyst

Accenture Inc.
06.2021 - 01.2023

Technical Support Advisor

TDCX
02.2021 - 03.2021

Customer Service Specialist - Retail Banking

Teleperformance
11.2019 - 01.2021

Customer Service Representative - Healthcare

Teleperformance
10.2018 - 11.2019

Deck Cadet

Philippine Transmarine Carriers, Inc
06.2013 - 02.2017

Bachelor of Science - Marine Transportation

University of Cebu - Maritime Education And Training Center
01.2011 - 01.2016

High School Diploma -

Agusan National High School
04.2006 - 01.2010

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Kit Delos SantosBusiness Process Outsourcing