# Customer Service and Retention Specialist

Location Tacloban City, PhilippinesDesired Salary UnspecifiedWork preference Remote Only / Full TimeLinksNot setJoined9 Jul 2026Field / Industry Customer Success

* SharePreferences:Status: Open to offersJob Level: MidRelocation: NoNotice Period: ImmediateCategory: Customer SuccessSkill Assessments:This user has not passed any tests yet

Languages:  Filipino - Native or Bilingual   Cebuano - Fluent   English - Fluent

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[Overview](#overview)

## About Me

Results-driven and empathetic customer service and retention specialist with over 3 years of experience in the BPO industry. Proven track record in customer retention, billing conflict resolution, and appointment setting across telco and insurance sectors. Adept at navigating CRM software, maintaining strict compliance including HIPAA regulations, and consistently exceeding performance metrics while building strong client relationships.

## Skills

### [Customer Service](https://jobicy.com/talent/customer-service.md)[Communication](https://jobicy.com/talent/communication.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Attention To Detail](https://jobicy.com/talent/attention-to-detail.md)[Multitasking](https://jobicy.com/talent/multitasking.md)[HIPAA](https://jobicy.com/talent/hipaa.md)[Insurance](https://jobicy.com/talent/insurance.md)[Client Engagement](https://jobicy.com/talent/client-engagement.md)[Billing](https://jobicy.com/talent/billing.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Upselling](https://jobicy.com/talent/upselling.md)[CRM Software](https://jobicy.com/talent/crm-software.md)[Appointment Setting](https://jobicy.com/talent/appointment-setting.md)[Lead Qualification](https://jobicy.com/talent/lead-qualification.md)[Order Processing](https://jobicy.com/talent/order-processing.md)[Live Chat](https://jobicy.com/talent/live-chat.md)[Transcription](https://jobicy.com/talent/transcription.md)[Customer Feedback Analysis](https://jobicy.com/talent/customer-feedback-analysis.md)[Medicare Advantage](https://jobicy.com/talent/medicare-advantage.md)[Active Listening](https://jobicy.com/talent/active-listening.md)[Medicare](https://jobicy.com/talent/medicare.md)

## Education

Asian Development Foundation College  Aug 2021  Bachelor of Secondary Education

## Experience

Retention Specialist (TELCO) @ Virtual Staffing Solutions  May 2024 - Dec 2025 Managed inbound and outbound calls from customers requesting to cancel, downgrade, or disconnect services. Presented alternative solutions, loyalty offers, and service upgrades to retain customers and reduce churn. Built strong relationships with key accounts and consistently met performance metrics such as AHT and CSAT.

Billing Specialist (TELCO) @ Virtual Staffing Solutions  Oct 2023 - May 2023 Handled international calls regarding billing, account updates, and service questions. Navigated multiple systems and CRM tools during live calls to resolve billing discrepancies and deliver timely customer service. Consistently met performance metrics such as AHT and CSAT.

Phone / Appointment Setter @ Mancao E-Business Solutions  May 2023 - Sep 2023 Conducted outbound calls to existing life insurance policyholders to discuss additional policy benefits. Qualified leads and scheduled appointments for live Zoom consultations with insurance specialists.

Freelance Audio Transcription @ OneForma  Jun 2022 - Sep 2023 Transcribed Swedish audio into time-stamped segments, preserving colloquialisms, slang, and code-switching. Applied project-specific tags and reviewed auto-generated transcripts to ensure fluency and adherence to guidelines.

Customer Care Associate (Insurance) @ Virtual Staffing Solutions  Oct 2022 - Mar 2023 Handled inbound calls related to home, car, and health insurance inquiries. Verified customer demographics, provided information on Medicare benefits and insurance coverage, and maintained HIPAA compliance while meeting performance metrics.

Customer Care Associate (Seasonal) @ Virtual Staffing Solutions  Dec 2022 - Jan 2023 Handled customer inquiries and orders over phone and live chat for Wine.com. Provided personalized recommendations, processed orders and payments, escalated refunds and replacements, and coordinated with warehouse staff and managers.

Customer Care Associate (Pharmacy) @ Virtual Staffing Solutions  Jul 2022 - Oct 2022 Managed outbound calls regarding a medication management program and answered pharmacy service questions. Coordinated with healthcare providers and pharmacies to process prescription and dosage changes and updated patient and billing information.

Customer Care Associate (Insurance) @ PrimeHub Solutions  Dec 2021 - Jun 2022 Handled outbound calls to seniors and guided them through healthcare options to secure Medicare Advantage products. Exceeded monthly conversion targets while adhering to state and federal regulations.