MARIA JASHIM E. LEANO
Pasig
Summary
I am seeking a position that allows me to leverage my extensive experience in the BPO industry as a Customer Service Representative while continuously challenging myself to grow professionally. I am committed to contributing to the success of the organization through dedicated, results-driven work, and by upholding the highest standards of customer service and operational excellence.
Overview
6
6
years of professional experience
Work History
Associate II, Customer Care
Continuum Global Solutions
10.2024 - 02.2025
- Verify medication coverage and copay amounts
- Process medication refills for members
- Submit prior authorization requests for non-covered medications
- Submit new prescription requests if missing
- Manage appeals for denied prior authorization requests
Freelance Gig Agent
Agents Only
11.2024 - 01.2025
- Assist customers with placing new orders
- Respond promptly to inquiries regarding order status, delivery times, and product availability
- Process credit adjustments and/or replacements for damaged, lost, or unreceived items
- Check inventory availability for reship orders
- Submit tickets via Zendesk for documentation and back-office reviews
Customer Service Representative
Transparent BPO
06.2024 - 09.2024
- Make outbound calls to customers potentially eligible for SSDI or veterans' benefits
- Qualify customers for eligibility
- Transfer calls to the dedicated team for further processing
Offline Verification Agent
Millennium 1 Solutions
09.2023 - 03.2024
- Create new prescriptions for expired ones when no new prescriptions are available
- Coordinate with center managers to ensure prescriptions are sent to the correct MD
- Communicate with center managers when unable to reach patients or MDs after multiple attempts
Customer Service Representative
UNIFIN Inc.
02.2023 - 11.2023
- Activate new cards for customers
- Assist customers with how and where to reload cards
- Guide customers on checking their available balance via SSO
Associate IV, Customer Care
Continuum Global Solutions
01.2022 - 01.2023
- Book new reservations (car and hotel) for customers
- Process cancellations and refunds for reservations
- Submit workflow entries (tickets) for issues requiring extended resolution
Customer Service Representative
Transcom
01.2019 - 01.2022
- Place orders for device replacements (modem and cable)
- Provide basic troubleshooting over the phone for customers
- Schedule technician appointments for unresolved issues
- Create follow-up tickets for ongoing concerns
Education
Bachelor of Science - Agriculture, Major in Animal Science
Isabela State University
Jones, Isabela01.2018
Computer System Servicing NCII -
SICAT-TESDA
Santiago City, Isabela01.2018
Secondary School -
Jones Rural School Dicamay Annex
Jones, Isabela01.2012
Primary School -
Dicamay I Elementary School
Jones, Isabela01.2008
Skills
- Proficient in Outlook
- Proficient in Zendesk
- Proficient in Citrix
- Proficient in Microsoft Word
- Proficient in Microsoft Teams
- Proficient in Epiphany
- Proficient in VMware
- Proficient in Compass
- Proficient in Salesforce
- Proficient in Five9
- Familiarity in CRM systems
- First-call resolution
- Flexibility
- Building rapport
Personal Information
- Place of Birth: Isabela
- Date of Birth: 12/18/95
- Nationality: Filipino
- Marital Status: Single
- Religion: Roman Catholic
Timeline
Freelance Gig Agent
Agents Only
11.2024 - 01.2025
Associate II, Customer Care
Continuum Global Solutions
10.2024 - 02.2025
Customer Service Representative
Transparent BPO
06.2024 - 09.2024
Offline Verification Agent
Millennium 1 Solutions
09.2023 - 03.2024
Customer Service Representative
UNIFIN Inc.
02.2023 - 11.2023
Associate IV, Customer Care
Continuum Global Solutions
01.2022 - 01.2023
Customer Service Representative
Transcom
01.2019 - 01.2022
Computer System Servicing NCII -
SICAT-TESDA
Secondary School -
Jones Rural School Dicamay Annex
Primary School -
Dicamay I Elementary School
Bachelor of Science - Agriculture, Major in Animal Science
Isabela State University
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