LADY MICHELE BONTOG
Patient Support Specialist
Mandaue City
Summary
Dedicated Frontline Professional with experience delivering exceptional service and support. Achieved positive outcomes through effective customer interaction, conflict resolution, and multitasking. Focused on team collaboration, adaptability to changing needs, and commitment to continuous learning and growth.
Overview
7
7
years of professional experience
Work History
Senior Support Frontline
XtendOps
01.2024 - Current
- Provided exceptional support to clients by resolving inquiries and ensuring satisfaction.
- Assisted team members in daily operational tasks to maintain workflow efficiency.
- Documented and tracked customer interactions to improve service response times.
- Learned company systems and tools to efficiently manage client requests and updates.
- Collaborated with colleagues to enhance support processes and streamline communication.
- Adapted quickly to new software tools, improving team productivity and service delivery.
- Enhanced team efficiency by maintaining a clean and organized work environment.
Customer Service Support
TechMahindra
08.2019 - 01.2023
- Resolved customer inquiries efficiently, enhancing overall service delivery and satisfaction levels.
- Utilized CRM software to track customer interactions, improving response times and accuracy.
- Collaborated with cross-functional teams to streamline processes, resulting in improved workflow efficiency.
- Conducted product training sessions for new team members, fostering a knowledgeable support environment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Support
Live2Sell Inc.
03.2021 - 06.2021
- Maintained up-to-date knowledge of product offerings, enabling effective troubleshooting and customer guidance.
- Assisted in developing customer feedback surveys to identify service improvement areas and enhance user experience.
- Monitored service metrics to identify trends, contributing to strategic discussions on operational enhancements.
- Provided support for technical issues, ensuring timely resolutions and minimizing service disruptions.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Administrative Clerk
EMYSCOR Construction & Services
03.2019 - 04.2021
- Managed daily office operations, ensuring seamless workflow and timely completion of projects.
- Maintained accurate filing systems and documentation, contributing to improved organization and retrieval.
- Assisted in the preparation of reports and presentations, streamlining information dissemination across teams.
- Input data into spreadsheets and databases.
Education
Senior High School Graduate - Humanities and Social Sciences
Benedicto College
Mandaue City, Province Of Cebu, Philippines01-2018
Junior High School -
Saint Joseph’s Academy / Academia De San Jose
Mandaue City, Province Of Cebu, Philippines01-2016
Primary School -
Mandaue City Central School
Mandaue City, Province Of Cebu, Philippines01-2006
Skills
Customer service
Insurance verification
Appointment scheduling
Follow-up coordination
Customer privacy management
Organization and Prioritization
Analytical thinking, planning
Attention to detail
Team collaboration
Adaptability to change
Strong communication
Timeline
Senior Support Frontline
XtendOps
01.2024 - Current
Customer Service Support
Live2Sell Inc.
03.2021 - 06.2021
Customer Service Support
TechMahindra
08.2019 - 01.2023
Administrative Clerk
EMYSCOR Construction & Services
03.2019 - 04.2021
Senior High School Graduate - Humanities and Social Sciences
Benedicto College
Junior High School -
Saint Joseph’s Academy / Academia De San Jose
Primary School -
Mandaue City Central School
Self - Evaluation
Mature and stable personality, good interpersonal relations, good communication and coordination skills, strong sense of responsibility, good team spirit, not afraid of difficulties, dare to meet challenges, for new things to accept the ability to be strong, life and work attitude positive, have a certain ability to adapt