Summary
Overview
Work History
Education
Skills
Timeline
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Maria Hannah Estrada

Laguinding, Esperanza, Sultan Kudarat

Summary

Adept at data entry and customer service, I significantly enhanced operational efficiency and client satisfaction at Concentrix. My expertise in document management and ability to maintain professionalism under pressure led to a notable increase in performance metrics, demonstrating my capacity to meet and exceed employer expectations with a proactive and results-driven approach.

Overview

12
12
years of professional experience

Work History

Back Office Associate

Concentrix
07.2022 - Current
  • Supported senior management by preparing detailed reports on business operations and performance metrics.
  • Developed relationships with external vendors, negotiating contracts to secure better pricing and terms.
  • Collaborated with cross-functional teams for timely project completion and effective resource allocation.
  • Managed confidential client information with utmost care, ensuring data privacy and security.
  • Maintained strict adherence to regulatory requirements within all aspects of back-office operations.
  • Proactively identified potential risks associated with transactions which helped avoid costly errors.
  • Reduced operational costs by strategically identifying inefficiencies in workflows and implementing cost-saving measures.
  • Conducted regular audits of internal processes to identify areas for improvement and ensure compliance with company policies.
  • Supported sales team initiatives resulting in increased revenue generation through seamless back-end support.
  • Ensured timely delivery of products to customers through diligent coordination with logistics providers.
  • Handled complex scheduling requests, coordinating staff availability across departments for optimal workload distribution.
  • Efficiently managed high volumes of incoming correspondence, prioritizing tasks based on urgency and importance.
  • Implemented process improvements that resulted in increased productivity within the back office team members.
  • Contributed to the overall success of the organization by consistently meeting or exceeding performance targets set by management.
  • Work at home set up

Healthcare Customer Service Representative

EXL Philippines
11.2019 - 07.2022
  • Educated patients on available resources and support services.
  • Processed patient registration and verified necessary information.
  • Addressed patient concerns and resolved issues in a timely manner.
  • Handled scheduling of appointments and managed patient records.
  • Followed up on patient feedback to ensure satisfaction with care.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.

Technical Support Representative

Iqor Iloilo
01.2017 - 10.2019
  • Utilized diagnostic tools to resolve network issues, improving overall system performance.
  • Utilized ticketing systems for tracking and reporting technical issues, streamlining resolution processes.
  • Compiled detailed reports, facilitating root cause analysis for recurring problems.
  • Authored user guides, reducing support call volume and increasing user independence.
  • Implemented automated solutions, increasing efficiency for recurring technical problems.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.

Customer Service Representative

Startek, Iloilo
05.2013 - 01.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Trained staff on operating procedures and company services.

Education

B.S Architecture - Architecture

University of San Agustin, Iloilo City
Iloilo City

Skills

  • Data entry expertise
  • Document management
  • Research and analysis
  • Confidentiality assurance
  • Meeting scheduling
  • Database maintenance
  • Financial recordkeeping
  • Report generation
  • Positive attitude
  • Record retention
  • Customer service
  • Time management
  • Verbal and written communication
  • Verbal communication
  • File organization
  • Patient charting
  • Office administration
  • Organizing and categorizing
  • Data entry
  • Professional and mature
  • Scheduling appointments
  • Office management
  • Medical terminology
  • Appointment scheduling
  • Invoice processing
  • Staff management
  • Client interaction

Timeline

Back Office Associate

Concentrix
07.2022 - Current

Healthcare Customer Service Representative

EXL Philippines
11.2019 - 07.2022

Technical Support Representative

Iqor Iloilo
01.2017 - 10.2019

Customer Service Representative

Startek, Iloilo
05.2013 - 01.2017

B.S Architecture - Architecture

University of San Agustin, Iloilo City

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Maria Hannah Estrada