Mia Zoila Medino - Jacob

• Insurance Claim Filing
• Letter of Representation
• TCR / Police Report Requests
• Medical & Billing Records Retrieval
• Case File Preparation for Demand
• Excel Worksheets for Lien Negotiations
• Legal Admin Support & Documentation
• Organized, Reliable & Detail-Oriented

• Maintained accurate and confidential client records, adhering to data protection regulations.
• Met with clients routinely to stay updated on progress and obtain knowledge on updated needs.
• Partnered with social service agencies and healthcare providers on individual client plans.
• Located, compiled and organised case records and reports for legal proceedings.

• Customer Service (Inbound/Outbound Calls)
• Perform security assessments and audits to identify and evaluate potential risks.
• Recommend improvements based on risk levels.
• Security Awareness Training
• Firewall and Access Control Management

• Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Addressed customer service enquires quickly and accurately.
• Handled difficult customers with empathy and patience, successfully de-escalating tense situations.
• Assisted customers with product-related questions, feedback and complaints.
• Resolved customer queries over phone and by email.

• Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
• Analysed escalation patterns to identify root causes and implemented preventative strategies.
• Researched and resolved customer issues received via different channels for exceptional client experience.
• Managed and resolved customer complaints efficiently, aiming for quick resolution and customer satisfaction.
• Trained new staff on complaint handling procedures, promoting a consistent and professional approach across the team.
• Monitored escalated issues, ensuring timely updates were provided to customers.
• Engaged customers directly to seek clarifications, obtain additional information and follow up on services provided.
• Coordinated referrals and escalations to obtain specialised support.
• Communicated solutions, apologies, and compensation to customers, restoring their confidence in the service provided.