Viez Mark Racaza
Cebu City,Philippines
Summary
Customer Service Executive with expertise in customer relationship management and issue resolution. Enhances customer satisfaction through effective communication and leadership, managing complex claims and onboarding processes. Experienced Legal Intake Specialist conducting sensitive client interviews and evaluating sexual abuse claims with trauma-informed communication. Strong skills in conflict resolution, case documentation, and maintaining confidentiality, ensuring empathetic support for survivors.
Overview
5
5
years of professional experience
Work History
Legal Intake Specialist
Zenith Collective | Remote
10.2025 - 05.2026
- First point of contact for survivors seeking legal help regarding sexual abuse cases
- Called clients to gather abuse information and explained law firm's intake process, ensuring thorough understanding of client needs.
- Determined case eligibility based on firm's criteria, facilitating informed decision-making for potential clients.
- Facilitated client signatures on retainer documents, streamlining intake process for eligible cases.
- Answer incoming calls, emails, and text messages from potential clients
- Created and updated comprehensive intake records to ensure accurate client information.
Customer Service Executive
EXL Service, Inc.
Cebu City, Province Of Cebu
03.2025 - 10.2025
- Conducted outbound calls and emails, organised data gathering to streamline onboarding process.
- Coordinated with plan administrators to collect company information and guided implementation process.
- Engaged small business consultants to discuss product implementation for clients.
- Uses Front End Systems for final rating, financial recognition, and coding.
- Manipulate the complete company census to double check if listed employees are eligible or ineligible for the benefit.
Insurance Representative
Staff Outsourcing Solutions
Cebu City, Province Of Cebu
02.2024 - 12.2024
- Contacted insurance companies to gather information, resolve claims, and facilitate reprocessing.
- Submitted appeals and rebills to insurance companies, ensuring compliance with regulations.
- Identified and submitted contractual adjustments to maintain financial accuracy.
- Investigated causes of outstanding patient account balances and implemented corrective actions.
Customer Service Representative
Optum Global Solutions
Cebu City, Province Of Cebu
07.2022 - 11.2023
- Enhanced customer satisfaction by promptly addressing concerns and delivering accurate information, fostering trust with customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations, maintaining professionalism while resolving disputes and ensuring customer satisfaction.
- Facilitated communication on benefits, eligibility, and claims to effectively support customer needs.
Customer Service Representative
Concentrix
Cebu City, Province Of Cebu
09.2021 - 04.2022
- Managed high volume of incoming provider calls to ensure timely assistance.
- Provided accurate and complete information using appropriate methods and tools to enhance provider satisfaction.
- Resolved provider complaints by offering appropriate solutions and alternatives within designated timeframes.
- Engaged providers proactively by offering tailored support and assistance.
Education
Bachelor of Science - Mechanical Engineering
Cebu Institute of Technology - University
Cebu City, Province Of Cebu, PhilippinesSkills
- Familiarity with legal intake software and CRM systems
- Customer relationship management
- Customer needs assessment
- Case management
- Issue escalation
- Payment management
- Multi-channel support
- Excel
- CRM Softwares
- Attention to detail and documentation accuracy
- Effective leadership
- Time management
- Conflict resolution
- Interpersonal skills
- Ability to handle emotionally difficult conversations
- Communication skills
- Case management
Timeline
Legal Intake Specialist
Zenith Collective | Remote
10.2025 - 05.2026
Customer Service Executive
EXL Service, Inc.
03.2025 - 10.2025
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 - Mechanical Engineering
Cebu Institute of Technology - University