SHINA D. AVILA
Parañaque
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Call Center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers.
Overview
9
9
years of professional experience
Work History
Content and Video Moderator
Concentrix
04.2023 - Current
- Enhanced user engagement with proactive moderation strategies and timely responses to inquiries.
- Utilized data analytics tools to assess community health and inform moderation strategies.
- Monitored content and videos for compliance with platform policies, promoting a safe online environment.
Virtual Medical Assistant
Texas Vascular Institute
02.2023 - 04.2023
- Office checkout.
- Answering incoming calls
- Managed electronic health records system to update patient information and facilitate smooth communication between healthcare team members.
- Reading Vien ultrasound and scheduling.
- Cost estimates.
- Explained medication instructions to patients and clarified any questions to ensure proper understanding of treatment plans.
Prior Authorization Analyst
GeBBS Healthcare Solutions
01.2021 - 01.2023
- Company Overview: Working for Facilities in United States
- Checking status of the prior authorization through insurance portal or through call.
- Process the approved authorization
Sales Representative/ Financial Analyst and Healthcare Analyst
ALORICA PHILIPPINES
01.2019 - 01.2021
- Regularly exceeded daily sales and product add-on quotas
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Explaining bill charges and processing payments
- Health plan coverage/benefits
Customer Service Representative/Technical support/Financial Analyst and Sales agent
VXI HOLDINGS
01.2017 - 01.2019
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Leveraged sales expertise to promote Internet, mobile and Home Phone services and capitalized on upsell opportunities
- Offered advice and assistance to customers, paying attention to special needs or wants
- Recommended Internet, mobile and Home Phone services to customers, thoroughly explaining details
- Answering bill inquiries
Customer Service Representative/ Financial Analyst
TELETECH
01.2016 - 01.2017
- Helping customers to activate their mobile phones
- Porting In and porting out customers mobile number
- Answering bill inquiries
Education
Bachelor Of Science In Commerce - Management Accounting
Saint Paul School Of Professional Studies
Palo, Leyte01.2016
Skills
- Customer Service
- Sales expertise
- Technical support
- Bill inquiries
- Insurance Inquiries (medical and pharmacy)
- Inbound and Outbound Calling
- Scheduling and Cost estimate
- Process authorization request and Denial
- Content Moderation
Timeline
Content and Video Moderator
Concentrix
04.2023 - Current
Virtual Medical Assistant
Texas Vascular Institute
02.2023 - 04.2023
Prior Authorization Analyst
GeBBS Healthcare Solutions
01.2021 - 01.2023
Sales Representative/ Financial Analyst and Healthcare Analyst
ALORICA PHILIPPINES
01.2019 - 01.2021
Customer Service Representative/Technical support/Financial Analyst and Sales agent
VXI HOLDINGS
01.2017 - 01.2019
Customer Service Representative/ Financial Analyst
TELETECH
01.2016 - 01.2017
Bachelor Of Science In Commerce - Management Accounting
Saint Paul School Of Professional Studies
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