Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Mary Jane Katipunan

Mary Jane Katipunan

Pasig City

Summary

Efficient in customer support with over 4 years of experience in Financial and Healthcare account.Customer service professional with focus on delivering exceptional support and resolving complex issues. Looking to leverage my skills and experience in customer service role with commitment to achieving results and maintaining high standards.


Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Support Associate

First Source Solutions
11.2023 - 04.2025
  • Answer incoming phone calls from healthcare providers, identify the type of assistance the provider needs, and address customer concerns such as missing ERA, enrollment, or claim issues.
  • Respond promptly and professionally to customer enquiries via phone or email.
  • Utilized Salesforce, SAP, Collaboration Compass, Frontend, and Connect Center, RPA software to track customer queries and responses, improving response efficiency.
  • We always make sure we are HIPAA-compliant, ISO 27001-compliant, and GDPR-compliant to ensure patient information is secure to the highest standard.

Fraud Analyst

Concentrix
06.2022 - 08.2023
  • Specializes in identifying and preventing fraudulent activities involving fraud checks, wire transfer, ACH, and Zelle activity, check kitting, new account fraud, and stolen identities.
  • Utilized and specialize with On demand, EFD. Mainframe, and Citi smart. EVT Tools.
  • Respond to customer queries through outbound and inbound and email.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.

Customer Service Representative

Teleperformance
11.2020 - 06.2022
  • Respond promptly and professionally to customer enquiries regarding account-specific matters.
  • Assist customers with credit card-related enquiries and issues, and collaborate with the customer service team to resolve disputes.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.

Education

Hotel And Restaurant Management -

Pateros Technological College
Pateros, Metro Manila, Philippines
04-2012

Skills

  • Microsoft Office proficiency
  • Email management
  • Fraud research and assessment
  • Fraud detection software proficiency
  • Anti-Money laundering protocols
  • KYC verification
  • Regulatory compliance
  • HIPAA compliance and healthcare regulation
  • Medical claims processing

Certification


TELEPERFORMANCE

VON MADRID CONRAD- Former Supervisor

(+639176264973)


CONCENTRIX

SHANNON DELA PAZ - Former Supervisor

(+639167726107)


CONCENTRIX

JESSIEBEL DELA CRUZ - Former Cowork

(+639163872866)

Timeline

Customer Support Associate

First Source Solutions
11.2023 - 04.2025

Fraud Analyst

Concentrix
06.2022 - 08.2023

Customer Service Representative

Teleperformance
11.2020 - 06.2022

Hotel And Restaurant Management -

Pateros Technological College

Similar Profiles

CREATE PROFILE
Mary Jane Katipunan