Marvee Lorenzo Garrovillo

Work History

Modern Workforce MD

03.2024 - 01.2025

Coordinated, monitored, assigned, and documented patient and clinical care activities.
Demonstrated commitment to patient privacy by implementing robust data security measures and promoting adherence to HIPAA regulations among all team members.
Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Worked closely with clinic administrators to maintain a safe, clean and well-organized environment in which patients could receive care.
Managed complex patient cases, collaborating with multidisciplinary teams to develop personalized treatment plans.
Upheld quality assurance procedures to maintain patient safety and satisfaction.

Rocket Station

10.2023 - 07.2024

Monitored emails, organized inbox, and prioritized messages for supervisor.
Called clients to provide information, schedule appointments and take detailed messages.
Facilitated smooth operations with proficient data entry and document management for various projects.
Maintained a well-organized database system for improved information accessibility in daily operations.
Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
Managed CRM input, exports and clean up.
Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
Coordinated Skype calls across multiple time zones.
Kept extensive contact list updated with new contacts and changes to existing contacts.
Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
Managed diverse range of administrative tasks, ensuring timely preparation and submission of documents and reports.

EPerformax Contact Centers & BPO

07.2020 - 08.2023

Mentored and coached team members on QA topics and strategies.
Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Created spiels and workflows to improve chat interaction performance.
Evaluated teammates' interactions with customers.
Handled new hire trainees’ performance and development.

EPerformax Contact Centers & BPO

07.2018 - 06.2020

Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Evaluated staff performance and provided coaching to address inefficiencies.
Optimized customer experience by delivering superior services and effectively troubleshooting issues.

EPerformax Contact Centers & BPO

05.2017 - 07.2018

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.
Responded to customer requests for products, services, and company information.
Handled day-to-day contact via phones, chat, and email.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.