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MARIBEL BUENO
Customer Service Representative
Paranaque City
Summary
Resourceful Customer Service Professional with 9 years of experience specializing in high-volume environments. Proven ability to maintain a 95%+ customer satisfaction rating while resolving complex inquiries 20% faster than department averages. Expert in CRM software and conflict de-escalation, dedicated to driving brand loyalty through superior service
Overview
13
13
years of professional experience
2
2
Certificates
Work History
Customer Service Representative
Teleperformance
Sucat Paranaque City (Remote)
10.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Sales Associate
7-Eleven Philippines
06.2016 - 05.2022
- Worked to ensure a positive and hassle-free customer experience.
- Settled any customer disputes in a professional and pleasant manner.
- Worked to ensure a neat and attractive sales environment and assisted in the setup of visual displays.
- Brought forth excellent customer service skills and a commitment to customer satisfaction.
- Provided product knowledge training to new hires
Customer Care Specialist
Arabelle Telecommunication Services-Sun Cellular
02.2013 - 02.2016
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Resolved concerns with products or services to help with retention and drive sales.
- Kept accurate records to document service actions and discussions.
- Helped to increase customer return rates by providing excellent customer service at all times.
Education
Bachelor of Science - Information Technology
Occidental Mindoro State College
01-2012
Skills
Customer engagement proficiency
Skilled in digital tools
Prioritization and scheduling expertise
Team collaboration skills
Effective multitasking
Adaptable to change
Active listening
Problem-solving
Customer service
Scheduling
Customer relationship management (CRM)
Affiliations
Shopee Affiliate
Certification
ESL Training
Interests
Timeline
Customer Service Representative
Teleperformance
10.2023 - Current
ESL Training
08-2022
Call Center Training
01-2022
Sales Associate
7-Eleven Philippines
06.2016 - 05.2022
Customer Care Specialist
Arabelle Telecommunication Services-Sun Cellular
02.2013 - 02.2016
Bachelor of Science - Information Technology
Occidental Mindoro State College