Vivian Javier
Imus,Cavite
Summary
I am a motivated and a hard-working person with several years of experience in a front and back-end customer service role in the BPO industry. I have a versatile personality well-grounded with expertise in multiple channels of customer support. I am equipped with an excellent communication skill, strong work ethic and a good professional attitude to collaborate well with others. Armed with passion, dedication and commitment, I aim only at resolving issues promptly, while maintaining a high customer satisfaction rating. I am willing to adapt and learn new systems and be a part of a team that will harness my strength and will let me grow professionally in this fast-paced environment.
Overview
1
1
Certification
4
4
years of post-secondary education
22
22
years of professional experience
Work History
12-1900
12-1900
12-1900, 12-1900
05.2018 - 06.2026
12-1900
Agency Support Representative
EXL Service Philippines, Inc
Pasay City, Philippines
02.2009 - 01.2018
- Managed inbound calls from non-life insurance agents attending to their concerns and queries.
- Coordinated with agents to discuss plan updates and changes.
- Managed complaints with clear communication and problem-solving skills.
- Handled agents' concerns and escalated major issues accodingly.
Accounts Receivable/Collections Specialist
TeleTech, Phils
Pasay City, Philippines
05.2005 - 12.2008
- Handled Inbound calls attending to customers' account queries and payment concerns.
- Initiated outbound calls and coordinated with customers to set up payment arrangement to avoid their account from being overly delinquent.
- Collected payments over the phone ensuring the security of customers' information.
Customer Service Representative
Teleperformance
Pasig City, Philippines
06.2004 - 12.2004
- Handled inbound calls answering customers queries accurately and with empathy.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction rating by resolving service issues promptly.
Education
Bachelor of Science - Secondary Education Major in English
Philippine Normal University
Manila, Philippines 06.1994 - 03.1998
Skills
- Strong Work Ethic
- Effective Communication
- Empathetic and Compassionate Interaction
- Multitasking and Problem-Solving
- Organized and Detail-Oriented
- Analytical and Critical Thinking
- Active listening
- Customer service
Accomplishments
- Customer Care Specialist of the Year (2023-2025)
Certification
- HIPAA Training Certificate
- Healthcare Call Handling Fundamentals and Training Program
- Basic Medical Coding, Billing and Scribing
Additional Information
- Patient Care and Management
- Prior Authorization
- Insurance Verification
- CRM/KYC Workflow
- Order Processing and Tracking
Timeline
12-1900
12-1900
05.2018 - 06.2026
Agency Support Representative
EXL Service Philippines, Inc
02.2009 - 01.2018
Accounts Receivable/Collections Specialist
TeleTech, Phils
05.2005 - 12.2008
Customer Service Representative
Teleperformance
06.2004 - 12.2004
Bachelor of Science - Secondary Education Major in English
Philippine Normal University
06.1994 - 03.1998