ROSE ANN REFRAN
Customer Service Specialist
LIPA
Summary
Dedicated and customer-focused Customer Service Representative and an Inbound Sales Representative with a successful background in leading highly performing teams to meet or exceed objectives.
Highly-trained individual and skilled communicator effectively interacts with patients, staff and other healthcare professionals. Remarkable background in scheduling appointments. Strong knowledge of medical terminology and HIPAA regulations.
An inspiring team builder with experience in team development and delivering excellence. My aim is to attain a position in a growth-oriented company where I can use my strong organizational and technical skills to contribute to the company's success. I am also seeking a position that will allow me to continue developing my abilities while contributing to the goals of the organization. An accomplished Customer Service Representative seeking a leadership position where I can showcase my communication and collaboration skills.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
Work History
Healthcare Associate
HealthyBos Global Corp.
12.2023 - 06.2024
- Served as an advocate for patient rights, ensuring that their concerns were heard and addressed appropriately.
- Maintained up-to-date knowledge on industry trends through active participation in professional development opportunities such as conferences, webinars, or workshops.
- Created a solid foundation of trust with patients by consistently demonstrating the company's commitment to protecting their privacy rights under HIPAA regulations.
- Obtained client information by answering telephone calls.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Collaborated with cross-functional teams to develop customized solutions for complex payment challenges, enhancing overall efficiency.
- Improved customer satisfaction with timely resolution of payment-related issues, maintaining strong client relationships.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
ADVISOR 1
CONCENTRIX-CVG
05.2022 - 11.2022
- Take bookings and explain the terms of rental agreements
- Update computer records and take payments
- Answer questions from customers about prices and which vehicles are available.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Proactively communicated with clients regarding upcoming reservations or changes in vehicle availability to avoid any inconvenience or dissatisfaction later on.
- Effectively managed vehicle inventory for timely availability, ensuring a smooth rental process for customers.
INBOUND SALES REPRESENTATIVE
RESULTS-CX
06.2021 - 03.2022
- Present, promote and sell services using solid arguments to existing and prospective customers
- Establish, develop and maintain positive business and customer relationships
- Expedite the resolution of customer problems and complaints to maximize satisfaction.
- Conducted thorough needs assessments to identify appropriate products or services for each customer, ensuring optimal satisfaction levels.
- Increased product knowledge through continuous training, resulting in improved sales performance.
- Implemented upselling techniques effectively, driving additional revenue streams for the company.
- Proactively reached out to potential clients who had expressed interest in our products or services but hadn't yet made a purchase decision, nurturing those leads into closed deals eventually.
CUSTOMER SERVICE REPRESENTATIVE
RESULTS-CX
10.2020 - 05.2021
- Process one-time checking and credit card by phone payments
- Evaluate information and options and select the alternative that best meet the requirement of the issue(s) presented
- Handle inbound calls from customers with inquiries and questions regarding their health insurance, wellness programs, prescription plans and help provide the best solutions for the customers' health and financial well-being.
- Maintained strict adherence to HIPAA regulations while handling sensitive patient information and prescription records.
- Navigated complex medical insurance policies to ensure appropriate billing practices for clients'' prescriptions deliveries.
- Collaborated closely with pharmacists and other healthcare professionals to resolve discrepancies or issues related to prescription orders in a timely manner.
- Provided exceptional customer service by addressing client concerns promptly and professionally during prescription handoff interactions.
Education
CONTACT CENTER SERVICES -
06.2018 - 12.2018
- Awarded a Medal of Academic Excellency
- Golden Achiever Awardee
- Member of Student Council 2018
- Elected to Secretary for Student Council in 2018
Bachelor of Elementary Education - Special Education
06.2015 - 06.2017
High School Diploma -
06.2011 - 05.2012
Status: GRADUATE
Skills
Timeline
Healthcare Associate - HealthyBos Global Corp.
12.2023 - 06.2024
ADVISOR 1 - CONCENTRIX-CVG
05.2022 - 11.2022
INBOUND SALES REPRESENTATIVE - RESULTS-CX
06.2021 - 03.2022
CUSTOMER SERVICE REPRESENTATIVE - RESULTS-CX
10.2020 - 05.2021
LIPA CITY CENTER FOR TRAINING AND DEVELOPMENT - CONTACT CENTER SERVICES,
06.2018 - 12.2018
Kolehiyo Ng Lungsod Ng Lipa - Bachelor of Elementary Education, Special Education
06.2015 - 06.2017
LUMBANG NATIONAL HIGH SCHOOL - High School Diploma,
06.2011 - 05.2012
Activities
- Awarded a Medal of Academic Excellency
- Golden Achiever Awardee in Contact Center Services Training
- Student Council Secretary Batch 2018
- Trained for Healthcare account
- SiriusXM radio activation account
- Car Rental services account
Activities
- Awarded a Medal of Academic Excellency
- Golden Achiever Awardee in Contact Center Services Training
- Student Council Secretary Batch 2018
- Trained for Healthcare account
- SiriusXM radio activation account
- Car Rental services account
Activities
- Awarded a Medal of Academic Excellency
- Golden Achiever Awardee in Contact Center Services Training
- Student Council Secretary Batch 2018
- Trained for Healthcare account
Similar Profiles
RICKY DE VERA MANIPONRICKY DE VERA MANIPON
Operations Site Manager at Healthybos Global CorpOperations Site Manager at Healthybos Global Corp
SUNSHINE JOYCE LASTROLLOSUNSHINE JOYCE LASTROLLO
Healthcare Associate at HEALTHYBOS GLOBAL CORPORATIONHealthcare Associate at HEALTHYBOS GLOBAL CORPORATION
Febie Ann AlamaFebie Ann Alama
Customer Service Representative Contractor at HealthybosCustomer Service Representative Contractor at Healthybos