Niña Sumaylo
Pasay, Metro Manila
Summary
Adept at HIPAA compliance and delivering exceptional customer service, I significantly increased first-call resolution rates at EXL Service Phil. My expertise in medical terminology and empathetic communication has been pivotal in deescalating tense situations, ensuring client satisfaction and confidentiality. Recognized for stress tolerance and effective problem-solving, I consistently exceed performance metrics.
Overview
9
9
years of professional experience
Work History
Telephonic Claims and Leave Submission Excutive
EXL Service Phil
Pasay, Metro Manila, Philippines (Remote)
01.2020 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Responded proactively and positively to rapid change.
Customer Service Representative
EPerformax Contact Centers & BPO
Pasay, Metro Manila, Philippines
09.2015 - 01.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor in Elementary Education -
Saint Jude Thaddeus Institute of Technology
Surigao City, Province Of Surigao Del Norte, PhilippinesSkills
- HIPAA compliance
- Patient confidentiality
- Medical terminology
- Call center experience
- Claims processing
- Data entry proficiency
- Policy adherence
- Stress tolerance
- Empathy and patience
- Customer service
- Phone and email etiquette
- Verbal and written communication
Timeline
Telephonic Claims and Leave Submission Excutive
EXL Service Phil
01.2020 - Current
Customer Service Representative
EPerformax Contact Centers & BPO
09.2015 - 01.2020
Bachelor in Elementary Education -
Saint Jude Thaddeus Institute of Technology