Wilbert Homecillo
Customer Service Associate
Bacong
Summary
Dynamic customer service professional with extensive call center experience at Peak Support, adept at problem-solving and effective communication. Proven track record in delivering first-call resolutions and enhancing customer loyalty through empathetic support. Skilled in call management and adaptable to fast-paced environments, ensuring seamless service delivery and client satisfaction.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Representative
Peak Support - Roadside
Taguig, Philippines
07.2021 - Current
- As part of the Service Delivery Confirmation team, I am making outbound calls to confirm with tow destinations whether the vehicle was delivered successfully.
- Escalating cases to the Dedicated Team if further action is needed, prior to delivering the vehicle to its assigned tow destination.
- Became part of the Spike team receiving/assisting accident calls, assisting customers with empathy to set up a tow, and making sure that they are in a safe location while providing first call resolution.
- I became part of the Dedicated team, then Swoop came. I am making outbound calls to Service Yard to move vehicles and have them delivered to their tow destinations.
- Receiving incoming calls from Insurance Companies, customers and service providers who have concerns about the jobs assigned to them, providing first call resolution that will efficiently help in moving the vehicle successfully until it arrives at its destination.
Intake Representative
Sea Haven Business Solutions
Dumaguete City, Negros Oriental
09.2020 - 06.2021
- Back office support.
- Monitoring emails coming in for faxes sent by Home Healthcare Providers.
- Segregate and/or collate these faxes and orders, and place them in one folder for each respective doctor for their signatures.
- Sending orders to each respective recipient after the doctor has signed it.
- Doing outbound calls to follow up and confirm if the orders sent through fax were received successfully.
Customer Service Representative
Qualfon Dumaguete
Dumaguete City, Negros Oriental
11.2015 - 08.2016
- Safelink Representative.
- Resolved customer complaints with empathy, resulting in increased loyalty and a quality customer service experience.
- Handled troubleshooting assistance for customers whose phones are not working properly.
Customer Service Representative
Transcom Bacolod
04.2015 - 10.2015
- Cater calls of customers having concerns about cable and Internet services.
- Doing technical support for customers' devices that are having issues while providing first-call resolutions.
Healthcare Customer Service Representative
Teletech Dumaguete
Dumaguete City, Negros Oriental
03.2009 - 03.2015
- Assisting the caller's concern mainly about the patient's benefits and coverage, as well as claims inquiries of healthcare providers.
- Resolving providers' inquiries on claims that are processed incorrectly and escalating them to the adjustors' department.
- As an SME, handled Sup Call requests from providers who are looking for immediate resolutions mostly with regard to claims adjusted or processed incorrectly.
Education
Bachelor of Science - Human Resource Development Management
Negros Oriental State University - BSC Campus
Bayawan, Province Of Negros Oriental, Philippines 06.2017 - 07.2020
Skills
Customer service / Call center experience
Timeline
Customer Service Representative
Peak Support - Roadside
07.2021 - Current
Intake Representative
Sea Haven Business Solutions
09.2020 - 06.2021
Bachelor of Science - Human Resource Development Management
Negros Oriental State University - BSC Campus
06.2017 - 07.2020
Customer Service Representative
Qualfon Dumaguete
11.2015 - 08.2016
Customer Service Representative
Transcom Bacolod
04.2015 - 10.2015
Healthcare Customer Service Representative
Teletech Dumaguete
03.2009 - 03.2015
Similar Profiles
Mackenzy MayfieldMackenzy Mayfield
Hostess/Expo at RoadsideHostess/Expo at Roadside
CARMENCITA ANAS AGBAYANICARMENCITA ANAS AGBAYANI
Team Member at Peak SupportTeam Member at Peak Support
Imari ColesImari Coles
Social Media Coordinator at Peak SupportSocial Media Coordinator at Peak Support
Rozzenn Rex AcedilloRozzenn Rex Acedillo
CEO's Executive Assistant at Peer LandscapingCEO's Executive Assistant at Peer Landscaping
KIMBERLY TUBOG VEÑALESKIMBERLY TUBOG VEÑALES
Audit in Charge at Ramas-Uypitching Sons, Inc (RUSI)Audit in Charge at Ramas-Uypitching Sons, Inc (RUSI)