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, Philippines04-2012
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
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