Paul Jhon Lacson
Customer Service Representative
Mabalacat City
Summary
Customer Service Representative with solid experience in claims handling, collections, and customer support. strong communicator with a track record of resolving issues quickly and accurately.
Overview
4
4
years of professional experience
1
1
Language
Work History
Customer Service Expert
Asurion Insurance
05.2025 - 10.2025
- Processed claims for lost, stolen, damaged, and defective devices while ensuring accuracy, policy compliance, and excellent customer experience.
- Educated customers about coverage details, deductibles, warranties, device repair options, and plan benefits to help them make informed decisions.
- Boosted protection plan sales by recommending Verizon Home Device Protect during calls and highlighting its benefits in a clear, relatable way.
- Handled high call volumes while meeting KPI's such as AHT, QA, CSAT, and sales targets.
Customer Care Representative / Claims Representative
MILEAUTO
06.2024 - 05.2025
- Receive and process auto insurance claims
- Investigate accidents and assess damages
- Communicate with policyholders, adjusters, and repair shops
- Verify coverage and determine claim eligibility
- Ensure accurate and timely claim resolution
- Resolved customer inquiries and complaints by utilizing comprehensive knowledge of products and claims processes, enhancing user experience.
- Collaborated with cross-functional teams to streamline claims processing procedures, reducing turnaround times and improving customer satisfaction.
Customer Service Representative
ERC Global Inc. / Assurant
06.2023 - 05.2024
- Answer customer inquiries via phone, email, or chat
- Assist with insurance claims and policy questions
- Resolve issues and escalate complex concerns
- Update customer records and process payments
- Provide clear, accurate information
- Follow company procedures and compliance standards
Collection Specialist
IQOR
04.2022 - 05.2023
- Contacted customers regarding overdue payments and negotiated payment plans.
- Processed payments, updated accounts, and resolved billing disputes.
- Ensured compliance with FDCPA regulations and company policies.
- Maintained accurate records and met collection targets.
- Managed customer accounts by conducting thorough payment reviews, improving collection rates and minimizing outstanding balances.
- Negotiated payment arrangements with customers, enhancing compliance with payment plans and reducing delinquency levels.
- Utilized CRM software to track account statuses and interactions, ensuring accuracy in records and timely follow-ups.
Education
SHS - HUMANITIES AND SOCIAL SCIENCES
AISAT
Mabalacat City, Pampanga01.2020
High School - undefined
Mabalacat City National High School
Mabalacat City, Pampanga01.2018
Skills
Claims Processing
Protection Plan Sales
Technical Support
References
- John Emmanuel, Panganiban, Former Co-Worker, 0995-9702-876
- Rex Salas, Bargamento, Former Co-Worker, 0938-3829-303
Timeline
Customer Service Expert
Asurion Insurance
05.2025 - 10.2025
Customer Care Representative / Claims Representative
MILEAUTO
06.2024 - 05.2025
Customer Service Representative
ERC Global Inc. / Assurant
06.2023 - 05.2024
Collection Specialist
IQOR
04.2022 - 05.2023
High School - undefined
Mabalacat City National High School
SHS - HUMANITIES AND SOCIAL SCIENCES
AISAT