Hi, I’m
Louie Bueno
CSR | Virtual Assistant | Collections Specialist
Marikina City, Metro Manila,00
Summary
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
- Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Asana, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.
- Experienced Collections Specialist bringing 6-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
9
years of professional experience
2
Languages
Work History
EVERISE PHILIPPINES / C3-Manila
Healthcare Customer Service Representative
11.2023 - 5 2024
Job overview
- Handle inbound and outbound calls from Humana/Centerwell pharmacy program members
- Address member inquiries, concerns, and issues related to their pharmacy services
- Assist members with prescription refills, renewals, and new orders
- Provide information on medication availability, dosage, and potential side effects
- Process and verify prescription orders, ensuring accuracy and compliance with regulations
- Coordinate with pharmacies to ensure timely delivery of medications
- Explain pharmacy benefits and coverage details to members
- Assist members in understanding their pharmacy benefits and how to maximize their coverage
- Support members in managing their medication regimens
- Provide reminders and follow-ups to ensure adherence to prescribed therapies
- Address and resolve member concerns regarding their medications and pharmacy services
- Liaise with healthcare providers and pharmacists to resolve any issues
- Assist members with insurance claims and reimbursement processes
- Provide support for billing inquiries and payment issues
- Ensure all activities comply with healthcare regulations and company policies
- Maintain member confidentiality and adhere to HIPAA guidelines
- Educate members on the proper use of their medications and potential interactions
- Provide resources and support for managing their health conditions
- Maintain accurate and confidential member records
- Document all interactions and resolutions in the system
- Work closely with team members and supervisors to provide high-quality service
- Participate in training sessions and team meetings to improve skills and knowledge
- Communicate with doctors to request prescription refills for program members
- Ensure that refill requests are processed promptly and accurately
- Perform various administrative tasks such as data entry and report generation
- Support the pharmacy program with additional tasks as needed.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Buy Canadian Insulin-Winnipeg, MB
Medical Virtual Assistant
04.2023 - 12.2023
Job overview
- Handle inbound and outbound calls from patients regarding their medication orders and inquiries
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Assist patients with placing orders for insulin and other medications
- Provide information on medication usage, dosage, and storage
- Process and verify medication orders, ensuring accuracy and compliance with regulations
- Coordinate with pharmacies and suppliers to ensure timely delivery of medications
- Schedule and manage patient appointments for consultations and follow-ups
- Remind patients of upcoming appointments and assist with rescheduling as needed
- Maintain accurate and confidential patient records, including medical histories and medication lists
- Update patient information as needed and ensure data is securely stored
- Conduct follow-up calls to check on patients' adherence to medication regimens
- Monitor patient progress and report any concerns to healthcare providers
- Educate patients on the proper use of their medications and any potential side effects
- Provide resources and support for managing their health conditions
- Address and resolve patient concerns and issues promptly and professionally
- Liaise with healthcare providers and pharmacists to resolve any medication-related problems
- Ensure all activities comply with healthcare regulations and company policies
- Maintain patient confidentiality and adhere to HIPAA guidelines
- Communicate with doctors in the US to offer partnership opportunities
- Present the benefits of collaborating with Buycanadianinsulin to healthcare providers
- Perform various administrative tasks such as data entry, document management, and report generation
- Support the medical team with additional tasks as needed.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
Alorica Philippines-Manila
Collection Specialist
11.2017 - 11.2023
Job overview
- Handle both inbound and outbound calls to and from customers with overdue Barclaycard US credit card accounts
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Monitored accounts receivable aging reports, proactively initiating collection efforts on past-due accounts to minimize losses.
- Streamlined the collections process for increased efficiency through regular review and updating of procedures.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Communicate with customers professionally and empathetically to discuss their financial situation
- Offer flexible payment options to help customers manage their finances effectively
- Review and analyze customer accounts to determine appropriate actions for debt recovery
- Update and maintain accurate records of all customer interactions and payment agreements
- Persuade customers to make timely payments and adhere to agreed-upon payment plans
- Utilize various strategies to recover outstanding debts while maintaining positive customer relationships
- Ensure all collection activities comply with federal and state laws, as well as company policies and procedures
- Stay informed about changes in debt collection laws and regulations
- Address and resolve customer concerns and disputes regarding their credit card accounts
- Investigate and correct discrepancies in customer accounts when necessary
- Educate customers on the consequences of non-payment and the benefits of maintaining good credit
- Provide guidance on budgeting and financial management to help prevent future delinquencies
- Generate reports on collection activities, including success rates and outstanding balances
- Document all collection efforts and customer communications accurately in the system
- Collaborate with team members and supervisors to develop and implement effective collection strategies
- Participate in team meetings and training sessions to improve skills and knowledge.
Transcom-Manila
Technical Support Representative
05.2016 - 08.2017
Job overview
- Handle inbound calls from customers regarding Samsung products
- Address general inquiries, complaints, and issues with purchased products
- Provide clear and easy-to-understand troubleshooting steps for various Samsung devices, including smartphones, tablets, TVs, and home appliances
- Assist customers in resolving technical issues, ensuring a high first-call resolution rate
- Book technician visits for customers when remote troubleshooting is not sufficient
- Ensure that technician schedules are followed based on customer preferences
- Liaise with authorized service centers to check the status of repairs and the availability of parts
- Keep customers informed about the progress of their repair requests
- Strive to ensure overall customer satisfaction by providing timely and effective solutions
- Handle escalations and work to resolve complex issues efficiently
- Maintain accurate records of customer interactions and technical issues resolved
- Provide feedback and report recurring issues to help improve product quality and support processes
- Stay updated on the latest Samsung product features, updates, and common issues
- Share knowledge with team members to enhance the overall support experience.
ADMEREX SOLUTIONS INC.-Mandaluyong
Collection Specialist
03.2015 - 03.2016
Job overview
- Monitoring Accounts: I keep an eye on accounts to identify outstanding debts
- Contacting Debtors: I find and reach out to clients regarding their overdue payments
- Encouraging Timely Payments: I offer solutions to ensure timely debt payments
- Processing Payments and Refunds: I'm handling payments and refunds
- Resolving Billing and Customer Issues: I address any billing or credit-related concerns
- Maintaining Records: I update account status records and track collection efforts
- My skills include knowledge of billing procedures, familiarity with debt collection laws, and excellent communication and negotiation abilities.
Education
Theocratic Ministry School - Marikina
Lifetime Spiritual Education from Arts of Public Speaking, Teaching And Research
11.2015 - Current
University Overview
- Public Speaking Training: Developed clear and confident communication skills through regular public speaking assignments.
- Scriptural Literacy: Enhanced attention to detail and accuracy by reading and interpreting Bible passages.
- Constructive Feedback: Received and applied detailed feedback to improve performance, fostering a continuous improvement mindset.
- Role-Playing Scenarios: Engaged in practical exercises to develop effective and empathetic communication techniques.
- Personal Development: Cultivated strong analytical and problem-solving abilities through in-depth study and application of principles.
Balayan National High School - Balayan
Secondary Education in High School
05.2008 - 05.2012
Skills
Call center experience
Certification
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Citizenship
Filipino
Availability
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Timeline
Healthcare Customer Service Representative
EVERISE PHILIPPINES / C3-Manila
11.2023 - 5 2024
Medical Virtual Assistant
Buy Canadian Insulin-Winnipeg, MB
04.2023 - 12.2023
Collection Specialist
Alorica Philippines-Manila
11.2017 - 11.2023
Technical Support Representative
Transcom-Manila
05.2016 - 08.2017
Theocratic Ministry School - Marikina
Lifetime Spiritual Education from Arts of Public Speaking, Teaching And Research
11.2015 - Current
Collection Specialist
ADMEREX SOLUTIONS INC.-Mandaluyong
03.2015 - 03.2016
Balayan National High School - Balayan
Secondary Education in High School
05.2008 - 05.2012
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