Mark Anthony Bonifacio
Taguig
Summary
*Total of 7 years in BPO handling Healthcare, Financial and Tech accounts.
*3 Years of extensive experience in healthcare customer support, specializing in patient services, HIPAA compliance, and team management.
Overview
8
8
years of professional experience
Work History
Team Lead
Everise C3
11.2021 - 11.2024
- Assisted patients with prescription refill, fax request, Prior Auth, Copay questions, explanation of benefits, and resolving concerns with healthcare providers while ensuring patient data confidentiality and adhering to HIPAA guideline.
- Led a high-performing team consisting of 24 agents, ensuring exceptional patient care and adherence to industry regulations.
- Oversaw daily operations, monitored performance, and provided coaching to maintain superior service standards.
Customer Service Representative
Hexaware Technologies
03.2021 - 11.2021
- Managed approximately 50 callResolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Technical Support Representative
Iopex Technologies
02.2019 - 01.2021
- Provided remote assistance to customers experiencing technical difficulties, through step-by-step resolutions with patience and professionalism.
- Used ticketing systems to manage and process support actions and requests.
Loan Originator-Lead Generation Specialist
ARB Call Facilities
02.2017 - 05.2018
- Worked closely with banks, employer and underwriters to expedite the approval of loans while maintaining high-quality standards.
- Interviewed applicants to assess loan requirements before suggesting offers.
Education
Certificate in Computer Science -
Pateros Technological College
Manila, Metro Manila, PhilippinesSkills
- Team supervision
- HIPAA compliance
- Tech Savvy
- Lead Generation
Timeline
Team Lead
Everise C3
11.2021 - 11.2024
Customer Service Representative
Hexaware Technologies
03.2021 - 11.2021
Technical Support Representative
Iopex Technologies
02.2019 - 01.2021
Loan Originator-Lead Generation Specialist
ARB Call Facilities
02.2017 - 05.2018
Certificate in Computer Science -
Pateros Technological College
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