ZARINA A. GILANA
Daet Camarines Norte
Summary
Dedicated Customer Service professional with knowledge of service delivery, proven multitasking abilities, and experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Supportninja
01.2023 - 07.2024
- Handled customer inquiries and complaints via email, and chat, ensuring timely and effective responses
- Collaborated with other departments to address and resolve escalated issues
- Conducted follow-up communications to ensure customer satisfaction and retention.
Client Care Representative
Sun Life Financial
02.2022 - 01.2023
- Assisted customers with questions about their health insurances' benefits & eligibility and claims.
Trainee Client Partner
Access Healthcare
10.2021 - 02.2022
- Initiate outbound call to different healthcare providers to check on the claims' status of our clients
- Ensure information gathered is accurate and valid by creating and updating records.
Collections Specialist
Quantrics Enterprises
09.2019 - 03.2020
- Process payment and create payment arrangements for clients
- Resolve billing and customer credit issues.
Customer Service Representative
Concentrix
09.2018 - 08.2019
- Assisted customers with questions about their health insurances' benefits & eligibility and claims.
Customer Service Representative
Sykes
04.2015 - 08.2018
- Process cancellations and refunds
- Upsell subscriptions to customer
- Provide basic tech support.
Education
Bachelor in Public Administration -
Camarines Norte State College
Daet Camarines Norte04.2015
Skills
- Customer Service
- Communication Skills
- Problem-Solving
- Technical Proficiency: Proficient in CRM systems (eg, Salesforce, Zendesk), Microsoft Office Suite, Google Workspace, and various communication platforms (eg, Slack, Zoom)
- Calendar Management
- Adaptability
- Administrative Support
- Computer Proficiency
- Order Processing
Timeline
Customer Service Representative
Supportninja
01.2023 - 07.2024
Client Care Representative
Sun Life Financial
02.2022 - 01.2023
Trainee Client Partner
Access Healthcare
10.2021 - 02.2022
Collections Specialist
Quantrics Enterprises
09.2019 - 03.2020
Customer Service Representative
Concentrix
09.2018 - 08.2019
Customer Service Representative
Sykes
04.2015 - 08.2018
Bachelor in Public Administration -
Camarines Norte State College
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