I am a Customer Service Representative with nearly 3 years of experience in the BPO industry, specializing in healthcare support, sales, and technical troubleshooting. I am known for being adaptable, trustworthy, and quick to learn new technologies. I bring a structured, problem-solving approach to resolving customer concerns and improving overall service efficiency.
In my previous roles, I managed appointment scheduling, rescheduling, and cancellations, recommending suitable dietitians based on patient needs, insurance, location, and specialty areas. I updated and maintained patient records using internal admin systems and Healthie, assisting patients in securing referrals and prior authorizations to ensure appointment coverage.
I handled customer interactions through various CRM platforms, ensuring timely and accurate responses via email and SMS. I performed data entry and patient information management using Monday.com, tracked referral and authorization documents through Retool, and managed patient communications and subscriptions via Customer.io.
I collaborated with team members through Slack for daily coordination and support. Additionally, I handled inbound calls to assist patients with explanation of benefits and billing inquiries, processed requests for insurance card issuance and replacement, and provided step-by-step troubleshooting support for defective devices.
I also processed orders and managed fulfillment requests accurately and efficiently, monitored order status, provided tracking updates, and handled return-related concerns to minimize cancellations. I delivered strong customer service while driving sales and ensuring a positive buying experience, utilizing platforms such as Gorgias and Shopify to manage customer interactions, orders, and account information.
