Stephanie Ann Acosta Yap
Pasay, Metro Manila
Summary
Adept at enhancing customer and student experiences, I leveraged service excellence and curriculum development skills at Optum and Chungdahm Philippines. I improved operations and satisfaction through innovative policies and engaging educational programs, showcasing my analytical thinking and ability to promote active learning. My approach consistently fosters positive relationships and efficient problem-solving.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Optum
07.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
English as a Second Language Teacher
Chungdahm Philippines
01.2023 - 07.2024
- Enhanced students'' language proficiency by utilizing diverse teaching methods and materials.
- Increased student confidence through regular feedback and personalized instruction.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Educated students in basics of English grammar and conversational speaking.
- Designed interactive lessons to engage all learning styles and promote active participation.
- Emphasized critical thinking through small group activities.
- Collaborated with teachers and department heads to meet quarterly and yearly educational goals.
- Developed individualized learning plans tailored to each student''s unique needs, ensuring a targeted approach to language acquisition and skill development.
International Patient Specialist
The Medical City Hospital
09.2016 - 05.2019
- Improved overall operations by implementing new policies and procedures based on best practices.
- Supported patients with insurance claims and billing inquiries, resulting in improved financial experiences.
- Managed high call volumes, efficiently addressing patient inquiries and resolving issues in a timely manner.
- Promoted a positive work culture by actively participating in team-building activities that fostered collaboration among staff members.
- Enhanced patient satisfaction by providing exceptional customer service and addressing their concerns promptly.
- Verified patient insurance eligibility and entered patient information into system.
Education
Bachelor of Arts - Communication Arts
The Philippine Women's University
Taft Ave., Manila07-2016
Bachelor of Science - Psychology
Manila Tytana Colleges
Pasay, Metro Manila, Philippines03-2013
High School Diploma -
Southeastern College
Pasay, Metro Manila, Philippines03-2012
Elementary School -
Timoteo Paez Elementary School
Pasay, Metro Manila, Philippines03-2009
Skills
- Service Excellence Focus
- Supportive Interaction
- Curriculum Development
- Enhancing Student Participation
- Classroom management
- Vocabulary Development
- Analytical Thinking
- Composed Under Pressure
- Promoting Active Learning Techniques
Certification
- Teaching English as a Foreign Language Course (120 hours)
- Image Enhancement
- Basic Life Support Certificate
- Cultural Sensitivity
- Stress Management
- Safety, Security, and Disaster Program
Timeline
Customer Care Representative
Optum
07.2024 - Current
English as a Second Language Teacher
Chungdahm Philippines
01.2023 - 07.2024
International Patient Specialist
The Medical City Hospital
09.2016 - 05.2019
Bachelor of Arts - Communication Arts
The Philippine Women's University
Bachelor of Science - Psychology
Manila Tytana Colleges
High School Diploma -
Southeastern College
Elementary School -
Timoteo Paez Elementary School
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