Mary Rose Otrera
General Virtual assistant
Valenzuela
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management and customer service skills. Offering a year of experience providing quality administrative support to clients.
Overview
7
7
years of professional experience
Work History
Team Leader
Everise Philippines
11th, Bonifacio One Technology Tower, 3030, Rizal
11.2023 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
Customer Service Representative
EVERISE PHILIPPINES LDT
11th, Bonifacio One Technology Tower, 3030, Rizal Drive, 1634 31st Street, Taguig City 1634 Metro Ma
09.2020 - 11.2021
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Resolved billing inquiries and disputes in timely fashion.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated insurance claims denials and appeals.
- Handled customer inquiries and suggestions courteously and professionally.
OPERATIONS CSR II
Telus International Philippines,
5/F Vertis North Corporate Center 3 Mindanao Avenue Quezon City, Metro Manila Philippines
09.2019 - 09.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Appointment Setter & Virtual Assistant
Feld Global Services
5th floor SSM Bldg, Graceville, SJDM Bulacan, Philippines
11.2021 - Current
- Global Services responsible for identifying potential clients, reaching them on the phone, and scheduling an appointment for a sales representative for a follow- up visit, either in person or via telephone
- Video Editing
- Graphic Media Training PH
- Set appointments with salespeople and potential customers.
- Acted as first point of contact and set appointments for prospective clients.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Used provided call list to sort, organize and prioritize before making outbound calls to potential customers.
- Utilized CRM system to track and manage leads, keeping appointments organized.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Completed business correspondence, transcription, and data entry.
OUTBOUND SURVEY REPRESENTATIVE
CuroTek Inc.
25th & 26th floor Robinsons Cyberspace Alpha Garnet & Sapphire Rds. Ortigas Center, Pasig City, 1605
08.2018 - 02.2019
- Conducted interviews with participants to assess eligibility.
- Adapted interview style to suit needs of position and candidate.
- Entered responses from survey participants into internal database using CRM software to later compile reports or conduct analysis.
- Reviewed, classified and recorded survey data in preparation for computer analysis.
- Conducted phone and video interviews to assess candidates based in remote locations.
- Utilized behavioral-based interviewing techniques to evaluate candidates' experience and skills.
Administrative Officer
RGS Recovery Management & Collection Agency
Quezon10th Floor, The Aurora Milestone Building, No. 1045 Aurora Blvd., Loyola Heights, 1108 Quezon
01.2017 - 03.2018
Education
Associate of Science - Critical Care Nursing
MAPEC REVIEW CENTER
Novaliches, Caloocan City07.2020
No Degree - English Language And Literature
Escuela Teknika Vocational Skills Education
Quirino Highway SJDM, Bulacan03.2014
High School Diploma -
Taguig National High School
Lower Bicutan Taguig City03.2010
Skills
- Business Development Understanding
- Microsoft Word
- Microsoft Excel
- Medicare Part B
- Office Administration
- Database and Client Management Systems
- Medical Insurance
- Bookkeeping Support
- Customer Service Management
- Health Education
- Email Management
- Database Maintenance
Timeline
Team Leader
Everise Philippines
11.2023 - Current
Appointment Setter & Virtual Assistant
Feld Global Services
11.2021 - Current
Customer Service Representative
EVERISE PHILIPPINES LDT
09.2020 - 11.2021
OPERATIONS CSR II
Telus International Philippines,
09.2019 - 09.2020
OUTBOUND SURVEY REPRESENTATIVE
CuroTek Inc.
08.2018 - 02.2019
Administrative Officer
RGS Recovery Management & Collection Agency
01.2017 - 03.2018
Associate of Science - Critical Care Nursing
MAPEC REVIEW CENTER
No Degree - English Language And Literature
Escuela Teknika Vocational Skills Education
High School Diploma -
Taguig National High School