Ma Isabel Cordez
Taguig City,Philippines
Summary
Customer service advocate with extensive experience in healthcare and e-commerce sectors, recognized for delivering exceptional support and resolving complex member issues. Expertise in dispute resolution and complaint management, utilizing effective communication to enhance customer satisfaction. Proficient in CRM systems, documentation, and queue management, ensuring operational efficiency and data privacy compliance. Strong multitasking and time management skills contribute to maintaining high-quality standards and driving organizational success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
Cigna-Healthspring
11.2024 - 05.2026
- Provided essential customer support to members regarding healthcare plan inquiries including eligibility verification, pharmacy benefits, medical claims, and billing questions.
- Assisted with complex member issues through offline referrals, ensuring timely follow-ups and collaboration with internal departments to enhance resolution rates.
- Cross-trained in inbound and outbound billing operations to effectively address payment concerns, account adjustments, and follow-up communications while ensuring professionalism in every interaction.
- Processed and accurately logged customer orders, payments, and personal details, ensuring data privacy compliance.
- Managed complaints with calm, clear communication and problem-solving.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
Customer Service Representative
eBay
04.2021 - 11.2024
- Provided customer support for order payments, shipping, and account inquiries via phone, chat, and email.
- Resolved issues for buyers and sellers while ensuring high customer satisfaction.
- Assisted customers with disputes, refunds, returns, and navigating the platform.
- Assisted customers with product-related questions, feedback and complaints.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
Education
Tertiary - Bachelor in Technical Teacher Education
Camarines Sur polytechnic Colleges
Nabua, Camarines Sur2018
Secondary -
Nabua National High School
Nabua, Camarines Sur2015
Primary -
Paloyon Oriental
Nabua, Camarines Sur2011
Skills
- Multitasking
- Time management
- CRM systems
- Documentation
- Effective communication
- Escalation handling
- Queue management
- Microsoft Office
Certification
I hereby certify that the information provided in this resume is true to the best of my knowledge and belief.
Timeline
Customer Service Advocate
Cigna-Healthspring
11.2024 - 05.2026
Customer Service Representative
eBay
04.2021 - 11.2024
Tertiary - Bachelor in Technical Teacher Education
Camarines Sur polytechnic Colleges
Secondary -
Nabua National High School
Primary -
Paloyon Oriental