PHILLINE NIKKI S. PACARAT
Cebu City
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Teacher I
Department of Education Cebu City Division
03.2022 - Current
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
- Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
Appeal Representative
Optum
01.2021 - 02.2022
- Established rapport with insurance providers through regular contact during the negotiation process; fostering productive professional relationships that led to more favorable outcomes for clients.
- Strengthened interdepartmental communication by establishing open lines of dialogue between the appeals team and other key stakeholders within the organization.
- Maintained thorough understanding of federal, state, and local regulations pertaining to healthcare appeals, ensuring compliance across all cases handled.
- Expedited resolution times with well-organized case files that included all pertinent information related to each appeal submitted.
English Teacher (online)
51 talk
12.2020 - 11.2021
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
Junior High School Teacher
Academia de San Isidro Labrador
04.2019 - 04.2020
- Developed strong relationships with students and parents, fostering a positive learning environment.
- Established clear communication channels with parents through regular conferences and updates, promoting involvement in their child''s education.
- Collaborated with colleagues to share teaching strategies, improving overall instructional practices within the school.
- Conducted parent-teacher conferences to communicate student progress and foster parental engagement, involvement and cooperation.
Costumer Service Associate (Healthcare Account)
Convergys Inc. now known as Concentrix
10.2017 - 04.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
Education
Bachelor of Secondary Education - Filipino
University of Cebu- Main Campus
Sanciangko Street, Cebu City03.2016
High School - undefined
Talamban National High School
03.2012
Skills
- Computer Literate
- Communication skills
- Relationship building
- Critical thinking
- Lesson planning
- Verbal and written communication
- Task prioritization
- Customer service
- Active listening
- Data entry
- Customer relations
- Computer proficiency
- Complaint resolution
- Team development
Timeline
Teacher I
Department of Education Cebu City Division
03.2022 - Current
Appeal Representative
Optum
01.2021 - 02.2022
English Teacher (online)
51 talk
12.2020 - 11.2021
Junior High School Teacher
Academia de San Isidro Labrador
04.2019 - 04.2020
Costumer Service Associate (Healthcare Account)
Convergys Inc. now known as Concentrix
10.2017 - 04.2019
High School - undefined
Talamban National High School
Bachelor of Secondary Education - Filipino
University of Cebu- Main Campus
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