Lady Anreh Suissevimski Soriano
Technical And Healthcare Support Specialist
Antipolo City, Province Of Rizal
Summary
Proven IT and customer support specialist with a track record of enhancing operational efficiency and customer satisfaction at Cognizant Technology Solutions. Skilled in network connectivity and exceptional communication, adept at reducing escalations by 30% and streamlining help desk operations. Cultivates strong team and client relationships, ensuring high-quality service delivery and compliance with industry standards.
Overview
9
9
years of professional experience
Work History
IT Help Desk Technician
Cognizant Technology Solutions
03.2023 - 09.2024
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Configured hardware, devices, and software to set up work stations for employees.
- Streamlined help desk operations by implementing an effective ticket management system.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
Chat Support Representative
TaskUs
03.2022 - 03.2023
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
Insurance Verification Specialist
Results-CX
01.2020 - 03.2022
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
- Developed strong relationships with insurance representatives, facilitating smooth communication channels for resolving inquiries or disputes.
- Updated patient records with accurate, current insurance policy information.
Customer Service Representative
Quantrics Enterprises
05.2018 - 12.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
HR Administrator
EMBrocal Builders Inc.,
03.2017 - 04.2018
- Updated HR database with new employee information, changes in benefits, and other details.
- Prepared new hire letters, employee contracts, and corporate policies.
- Ensured accurate record-keeping by conducting regular audits of personnel files and HR databases.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
Assistant Manager
The Haves Restaurant
01.2016 - 03.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
Education
Bachelor of Science - Business Administration
College of San Benildo-Rizal
Antipolo City, Province Of Rizal, Philippines 04.2001 -
Skills
Network Connectivity
Timeline
IT Help Desk Technician
Cognizant Technology Solutions
03.2023 - 09.2024
Chat Support Representative
TaskUs
03.2022 - 03.2023
Insurance Verification Specialist
Results-CX
01.2020 - 03.2022
Customer Service Representative
Quantrics Enterprises
05.2018 - 12.2019
HR Administrator
EMBrocal Builders Inc.,
03.2017 - 04.2018
Assistant Manager
The Haves Restaurant
01.2016 - 03.2017
Bachelor of Science - Business Administration
College of San Benildo-Rizal
04.2001 -
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