Rocky D. Bigornia
Talisay City
Summary
Results-driven professional in healthcare support and virtual assistance, leading customer service teams to elevate patient satisfaction. Expertise in managing administrative tasks and optimizing clinic operations to enhance efficiency and communication between providers and patients.
Overview
15
15
years of professional experience
Work History
Virtual Assistant / Customer Service Team Lead / Human Resources Staff
Lam Clinic
03.2022 - Current
- Lead and supervise customer service team to ensure high-quality patient support
- Managed scheduling, patient inquiries, and administrative tasks to enhance patient support.
- Coordinated communication between healthcare providers and patients to improve information flow.
- Improve workflow efficiency and client satisfaction
- Maintained accurate patient records using electronic health record systems.
- Streamlined daily operations for the clinic by organizing office procedures.
- Managed employee onboarding processes and orientation sessions for new hires.
- Assisted in maintaining employee records and updating HR databases regularly.
Customer Support Associate
TDCX Cebu
05.2019 - 02.2020
- Handled customer inquiries and resolved issues to enhance customer satisfaction
- Resolved customer inquiries promptly to support customer retention.
- Provided technical support for products, guiding customers through troubleshooting steps.
- Collaborated with team members to improve service processes and enhance customer experience.
- Maintained performance metrics and ensured quality service delivery
Customer Service Representative
Teleperformance Philippines
10.2013 - 07.2014
- Resolved customer concerns with professionalism and accuracy, ensuring satisfaction and loyalty.
- Educated customers on product features and benefits, enhancing understanding and user experience.
- Provided customer support in a fast-paced BPO environment
Customer Service Representative
Taking You Forward Inc.
08.2011 - 06.2013
- Resolved customer complaints efficiently and effectively, ensuring satisfaction.
- Resolved customer inquiries and service-related concerns to enhance satisfaction
- Cultivated strong customer relationships through clear and effective communication
- Assisted customers with inquiries using company communication tools.
- Documented customer interactions accurately in the database system.
Education
Bachelor of Science - Business Administration, Operations Management
STI College
Cebu04-2019
Skills
- Virtual assistance
- Computer Proficiency
- Team leadership
- Time management
- Interpersonal communication
- Patient relations
Additional Information
Strong team player with leadership experience, Excellent verbal and written communication skills, Adaptable and detail-oriented professional
References
Available upon request
Timeline
Virtual Assistant / Customer Service Team Lead / Human Resources Staff
Lam Clinic
03.2022 - Current
Customer Support Associate
TDCX Cebu
05.2019 - 02.2020
Customer Service Representative
Teleperformance Philippines
10.2013 - 07.2014
Customer Service Representative
Taking You Forward Inc.
08.2011 - 06.2013
Bachelor of Science - Business Administration, Operations Management
STI College