LESLY BANZON
Asset Recovery Specialist | Medical Equipment & Insurance Compliance | Billing Resolution | 5+ Years Customer Service Experience
Cebu City, Province of Cebu,CEB
Summary
Dedicated customer service professional with over five years of experience delivering high-quality support. Proven ability to build strong, trust-based relationships with businesses to understand their needs and provide effective customer service solutions. Committed to continuous learning and actively contributing to team success.
Overview
6
6
years of professional experience
Work History
Healthcare Customer Service Representative
IPLOY
12.2022 - Current
- Handled 60+ calls daily with a 90% First Call Resolution (FCR) rate
- Contacted patients regarding medical equipment usage, rental status, and insurance compliance requirements
- Clearly explained insurance guidelines, billing charges, and financial responsibilities with empathy and professionalism
- Coordinated with billing and internal departments to resolve account discrepancies and rental-related issues
- Ensured patients met required compliance standards to maintain insurance coverage
- Managed recovery of inactive or non-returned medical equipment and ensured accurate documentation of account updates
- Maintained detailed, compliant case notes in accordance with healthcare and company standards
Merchant Support Advisor
24/7 Intouch
06.2022 - 12.2022
- Managed 3 concurrent chat sessions, active email tickets, and inbound/outbound calls with an average handling time of 2 hours (complex case support)
- Provided multi-channel support (chat, email, and phone) to Shopify merchants, assisting them in managing and growing their online stores
- Guided merchants through store setup, product uploads, payment gateway configuration, shipping settings, and order management
- Troubleshot technical issues related to themes, third-party apps, domains, and system integrations
- Assisted with billing inquiries, subscription plans, account access, and platform policies
- Educated business owners on Shopify features and best practices to improve sales performance and customer experience
- Maintained high customer satisfaction through clear communication, empathy, and efficient problem resolution
- Collaborated with internal technical teams to escalate and resolve complex or platform-level issues
Contact Service Representative
Metrics Call Services
02.2021 - 02.2022
- Managed 50+ inbound daily focused on customer retention and account recovery
- Contacted customers at risk of cancellation or non-renewal to prevent churn and protect recurring revenue
- Handled retention-related inquiries via phone, email, and chat
- Identified root causes of dissatisfaction and delivered tailored solutions to improve customer experience
- Offered appropriate retention incentives, alternative plans, or value-based solutions when necessary
- Educated customers on product features, benefits, and long-term value to increase engagement and loyalty
- Documented all customer interactions accurately within CRM systems
- Monitored account health, usage trends, and renewal timelines to proactively address risks
- Collaborated with billing, operations, and support teams to resolve escalated cases efficiently
- Consistently met or exceeded KPIs including retention rate, save rate, CSAT, and revenue recovery targets
Customer Service Representative
Sykes Asia
06.2020 - 02.2021
- Achieved 90% First Call Resolution (FCR) by resolving customer and restaurant concerns efficiently during initial contact
- Managed end-to-end resolution of order-related issues including delays, cancellations, refunds, and missing items
- Coordinated communication between customers, restaurant partners, and delivery teams to minimize service disruptions
- Handled escalations with empathy and urgency to protect brand reputation and customer loyalty
- Maintained strong performance metrics including response time, resolution rate, and customer satisfaction (CSAT)
- Demonstrated excellent conflict resolution and multitasking skills in a fast-paced, high-volume environment
Education
Bachelor of Science - Human Resource Management
University of Visayas
Cebu City, Philippines 04.2001 -
Skills
Asset Recovery & Equipment Tracking
Patient Communication & Support
Insurance Compliance & Guidelines
Billing Issue Resolution
Medical Equipment Rentals
Documentation & Case Management
Cross-Department Collaboration
Problem-Solving & Conflict Resolution
Time Management & Attention to Detail
Scheduling
Payment processing
Account management
References
References are available on request.
Timeline
Healthcare Customer Service Representative
IPLOY
12.2022 - Current
Merchant Support Advisor
24/7 Intouch
06.2022 - 12.2022
Contact Service Representative
Metrics Call Services
02.2021 - 02.2022
Customer Service Representative
Sykes Asia
06.2020 - 02.2021
Bachelor of Science - Human Resource Management
University of Visayas
04.2001 -