REGINA BANTILES
CUSTOMER SERVICE REPRESENTATIVE
Calamba, Province Of Laguna
Summary
Experienced in managing inbound and outbound calls, efficiently resolving customer inquiries, and delivering professional customer support. Skilled at thriving in fast-paced environments, ensuring positive customer feedback through active listening and effective problem-solving. With 14 years of experience in logistics and 4 years in BPO, has a strong track record of providing exceptional customer service, handling back-office tasks, and maintaining high levels of customer satisfaction.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Patients Accounts Collection
Optum Global Solutions
10.2024 - Current
- Responsible for assisting patients with billing statements, insurance claims, and payment options while ensuring accurate account updates
- Investigates and resolves billing discrepancies in coordination with internal departments
- Maintains compliance with HIPAA regulations when handling sensitive patient information
- Supports revenue cycle management by meeting collection goals and ensuring efficient account resolution
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Billing Representative
Optum Global Solutions
02.2023 - 09.2024
- Responsible for assisting patients with billing inquiries, payment options, and insurance-related concerns
- Processes payments, sets up payment plans, and handles billing adjustments
- Investigates and resolves billing discrepancies, denials, and disputes while ensuring HIPAA compliance
- Supports collection efforts by following up on outstanding balances and coordinating payment resolutions
Patient Care Coordinator
Optum Global Solutions
03.2022 - 02.2023
- Serves as the primary contact for patients requiring specialty medications, assisting with refills, order status, and therapy follow-ups
- Processes and tracks specialty medication prescriptions while providing support for copay assistance programs, financial aid, and manufacturer-sponsored support
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
Team of Expert Advisor
Concentrix
08.2021 - 02.2022
- Handles inbound and outbound calls to assist customers with account inquiries, billing concerns, payments, and service modifications
- Troubleshoots technical issues related to mobile and internet services, guiding customers through resolutions or escalating when needed
- Processes service requests, activations, cancellations, and account adjustments while ensuring data security and compliance
- Manages customer complaints professionally to ensure satisfactory resolutions and maintains accurate records of interactions
Logistics Supervisor
STMicroelectronics Inc
10.2018 - 07.2021
- Responsible for overseeing logistics operations, ensuring efficient shipment handling, and maintaining compliance with import regulations
- Manages a team while coordinating with brokers, forwarders, and end-users to facilitate smooth cargo movement
- Ensures proper documentation, timely responses to inquiries, and swift resolution of operational issues
- Tracks performance metrics and submits reports, KPIs, and cost analyses on a monthly, quarterly, and yearly basis to optimize efficiency and cost-effectiveness
- Coordinated daily logistics activities for timely order fulfillment and customer satisfaction.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Supervised loading/unloading processes for efficient handling of products while preventing damages or delays in shipment schedules.
- Increased productivity with effective staff scheduling and task delegation, ensuring optimal use of resources.
SAP Inventory Controller
STMicroelectronics Inc
12.2007 - 10.2018
- Responsible for managing system transactions using SAP software, ensuring accurate reporting of warehouse inventory results
- Conducts investigative analysis and prepares documentation for inventory counts across all material types
- Ensures compliance with strict deadlines while maintaining data integrity and supporting efficient warehouse operations
- Reduced excess stock levels by conducting regular audits and adjusting ordering processes accordingly.
- Completed physical inventory counts each month.
- Completed daily cycle counts to maintain accuracy of records.
- Optimized storage capacity utilization by reorganizing warehouse layouts according to product size, weight, and demand patterns.
- Performed root cause analysis of discrepancies between physical inventory counts and system records, taking corrective actions where necessary.
Education
Bachelor of Science - Computer Engineering
Rizal Technological University
Mandaluyong City, Metro Manila, Philippines 04.2001 - 01.2004
Skills
- Analytical Problem Solving
- Adaptable Mindset
- Collaborative Team Member
- Customer-Centric Approach
- Independent Work Capability
- Effective Multitasking
- Effective Organizational Skills
- High-Pressure Management
- Workplace Professionalism
Personal Information
- Age: 42
- Emergency Contact: Quintin Bantiles Jr, 09305597206
- Date of Birth: 04/22/82
- Gender: Female
- Marital Status: Married
Timeline
Patients Accounts Collection
Optum Global Solutions
10.2024 - Current
Billing Representative
Optum Global Solutions
02.2023 - 09.2024
Patient Care Coordinator
Optum Global Solutions
03.2022 - 02.2023
Team of Expert Advisor
Concentrix
08.2021 - 02.2022
Logistics Supervisor
STMicroelectronics Inc
10.2018 - 07.2021
SAP Inventory Controller
STMicroelectronics Inc
12.2007 - 10.2018
Bachelor of Science - Computer Engineering
Rizal Technological University
04.2001 - 01.2004
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