Summary
Overview
Work History
Education
Skills
Timeline
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Viez Mark Racaza

Viez Mark Racaza

Mechanical Engineering Undergrad (5th Year)
Cebu City, Province of Cebu

Summary

Dynamic Customer Service Executive with a proven track record, excelling in customer relationship management and issue escalation. Recognized for enhancing customer satisfaction through effective communication and leadership skills, while adeptly resolving complex claims and onboarding processes. A fast learner committed to delivering exceptional service under pressure. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM Software, Front End Systems, Excel, and multi-channel support.

Overview

4
4
years of professional experience

Work History

Customer Service Executive

EXL Service, Inc.
Cebu City, Province Of Cebu
02.2025 - Current
  • Specifically, an Onboarding Specialist responsible of doing outbound calls, emails, and organization data gathering.
  • Contact plan administrators to gather company information, and provide guidance throughout the implementation process.
  • Reach out to small business consultants regarding the products that the clients will be implementing.
  • Manipulate the complete company census to double check if listed employees are eligible or ineligible for the benefit.
  • Uses Front End Systems for final rating, financial recognition, and coding.

Insurance Representative

Staff Outsourcing Solutions
02.2024 - 12.2024
  • Determine the cause of the patient's account outstanding balance, and take action.
  • Contact insurance companies to obtain information, resolve claims, and request reprocessing.
  • Submit appeals and rebills to the insurance company.
  • Identify and submit contractual adjustments, or write-offs.

Customer Service Representative

Optum Global Solutions
07.2022 - 11.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Handled benefit and eligibility, authorizations, and claims calls.


Customer Service Representative

Concentrix
09.2021 - 04.2022
  • Handled a large number of incoming provider calls.
  • Provide accurate, valid, and complete information by using the right methods or tools.
  • Handle provider complaints, provide appropriate resolutions, and alternatives within the time limit.
  • Take the extra mile to engage providers.

Education

Bachelor of Science - 5th Year Mechanical Engineering Undergrad

Cebu Institute of Technology - University
Cebu City, Province Of Cebu, Philippines
04.2001 -

Skills

  • Customer relationship management

  • Customer needs assessment

  • Issue escalation

  • Payment management

  • Effective leadership and time management skills

  • Possess good interpersonal and communication skills

  • Good team player and can really work under pressure

  • Fast learner

Timeline

Customer Service Executive

EXL Service, Inc.
02.2025 - Current

Insurance Representative

Staff Outsourcing Solutions
02.2024 - 12.2024

Customer Service Representative

Optum Global Solutions
07.2022 - 11.2023

Customer Service Representative

Concentrix
09.2021 - 04.2022

Bachelor of Science - 5th Year Mechanical Engineering Undergrad

Cebu Institute of Technology - University
04.2001 -

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Viez Mark RacazaMechanical Engineering Undergrad (5th Year)