Melissa Delfino
Freelancer/ Customer Advocate
Santa Rosa
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Healthcare Advocate
TTEC PH
10.2024 - Current
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Sales Associate
NITRO IMPACT MARKETING SOLUTIONS
06.2023 - 01.2024
- Handled leasing storage facilities, assist renters with move-in process and payments.
- Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure.
- Skilled at working independently and collaboratively in a team environment.
Financial Tech Associate
TTEC
03.2022 - 04.2023
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Processed daily online banking transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Assisted in fraud prevention efforts by reporting suspicious activity as required.
Website Moderator
Skydev Solutions Inc.
10.2020 - 04.2022
- Collaborated with fellow moderators to create a safe, inclusive online environment for users.
- Consistently enforced community guidelines through fair application of disciplinary actions such as warnings or temporary bans.
- Reviewed and approved content submissions according to established policies, ensuring quality control across all channels.
Customer Service Representative
Iqor Ph
08.2018 - 09.2020
- Handled inbound telecommunications account. Provide assistance to customers with their inquiries related to technical issues and billing.
- 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.
Technical Support Associate
Alorica
09.2016 - 04.2018
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
- Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
- Collaborated with team members to develop comprehensive support strategies, enhancing overall service quality.
AppleCare Advisor
Teleperformance
05.2016 - 08.2016
- Supported sales initiatives by up-selling AppleCare+ coverage when appropriate during customer interactions.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Adhered strictly to company guidelines regarding data privacy protection when working with customer information.
Education
Bachelor in Secondary Education - English
VISAYAS STATE UNIVERSITY
01.2014 - 01.2016
Bachelor in Secondary Education - English
SAINT LOUIS ANNE COLLEGES OF SAN PEDRO LAGUNA, INC.
01.2023 - 01.2024
Skills
Call handling
Empathy and patience
Customer service
Problem-solving
Active listening
Timeline
Healthcare Advocate
TTEC PH
10.2024 - Current
Sales Associate
NITRO IMPACT MARKETING SOLUTIONS
06.2023 - 01.2024
Bachelor in Secondary Education - English
SAINT LOUIS ANNE COLLEGES OF SAN PEDRO LAGUNA, INC.
01.2023 - 01.2024
Financial Tech Associate
TTEC
03.2022 - 04.2023
Website Moderator
Skydev Solutions Inc.
10.2020 - 04.2022
Customer Service Representative
Iqor Ph
08.2018 - 09.2020
Technical Support Associate
Alorica
09.2016 - 04.2018
AppleCare Advisor
Teleperformance
05.2016 - 08.2016
Bachelor in Secondary Education - English
VISAYAS STATE UNIVERSITY
01.2014 - 01.2016