I am a results-driven and empathetic Customer Service and Retention Specialist with more than three years of experience in the BPO industry. I have supported customers across telecommunications, insurance, pharmacy, healthcare, and e-commerce accounts.
I specialize in customer retention, billing conflict resolution, customer care, appointment setting, and lead qualification. I am experienced in handling high-volume inbound and outbound calls while maintaining a professional, friendly, and solution-focused approach.
I have consistently met and exceeded performance metrics such as Average Handle Time and Customer Satisfaction scores. My experience includes presenting retention offers, resolving billing concerns, processing orders and payments, and supporting customers with service-related inquiries.
I am comfortable navigating CRM platforms, databases, multiple computer systems, and live-chat tools during customer interactions. I also have experience coordinating with healthcare providers, pharmacies, warehouse teams, managers, and insurance specialists.
I value active listening, clear communication, attention to detail, compliance, and confidentiality. I have worked under HIPAA and data privacy requirements and am committed to building strong client relationships while delivering accurate and efficient support.
