Maria Theresa Biclar
Customer Management Assistant
Gardena,CA
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Summary
Well-trained customer management assistant with over 12 years of combined successful experience in health insurance and customer service industry eager to contribute to team success through hard work, attention to detail and organizational skills. A team player motivated to learn, grow and work independently while committed in providing exceptional service and achieving company objectives.
Overview
4
4
years of post-secondary education
13
13
years of professional experience
Work History
Customer Management Assistant - Senior Staff
MEDICard Philippines, Inc. - Head Office
Makati City, Philippines
10.2008 - 09.2016
- Assisted callers by listening closely, swiftly and accurately finding effective solution to problems and recommendations based on extensive products and/or medical knowledge resulting in positive experience and consistent high customer satisfaction rating.
- Handled over 100+ calls per shift seeking approvals for medical procedures and other services while optimizing support by establishing collaborative service environment with hospital doctors, nurses, clinic staffs and all other internal departments.
- Authorized in performing verification and evaluation of member's health insurance benefits using Intranet prior to sending out approval for any out-patient medical procedures and referrals for consultation to any accredited physician.
- Transcribed member interaction details in MIMS to track medical history, requested laboratory or procedure, document complaints and record solutions offered.
- Generated reports of patient's health insurance benefits, utilization, medical history and findings including all necessary laboratory and/or operation results to help management with making critical decisions.
- Followed-through on all critical inter-departmental escalations and inform member resolution and completed action in timely manner.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Oriented potential clients about available insurance plans to guide them on their purchasing decisions before transferring them to sales department.
- Met all caller/member guidelines including service levels, handle time and productivity At all times.
- Mentored newly hired staffs regarding operating software, procedures, policies and company services.
- Deescalated calls, aided and monitored team members on their shift performance and endorsed end of shift reports to team leaders and supervisors when being appointed on deemed times.
- Interceded colleagues regarding difficult cases on patient's approval request and some complicated decision making concerns during calls.
Barista
Rustan Coffee Corporation (Starbucks)
Makati City, Philippines
12.2004 - 03.2005
- Presented information to customers on beverage preparation, offered samples of latest brews and recommended products based on solid understanding of individual customer preferences.
- Maintained supply levels and complied with standards for merchandising, stocking and storing product in counter and customer areas to meet typical demands.
- Memorized recipes for handcrafted beverages (caffeinated and non-caffeinated), seasonal offerings and some off-label drinks to meet all customer needs.
- Controlled line and crowd with quick, efficient service in all stations.
- Maintained cleanliness by sanitizing counters, machines, utensils and seating areas numerous times during the shift.
- Interacted with customers in slow times but most specially during hectic periods to promote fun, positive environment.
Customer Service Representative
Parlance Systems Inc.
Makati City , Philippines
05.2004 - 11.2004
- Provided information and support as requested by customers regarding their bills, channel programming, scheduling and installation procedures of satellite dish.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Conferred with customers about their concerns with products or services to resolve problems and drive sales during the call.
- Documented and detailed calls and complaints using call center's database.
- Collaborated with team leaders and supervisors to correct mistakes, track installers and handle damage claims.
- Utilized strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Performed best in AHT (Average Holding Time) and delivering customer delight.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Service/Cashier/Kitchen Crew/Trainer
Golden Arches Development Corporation, McDonald's
Makati City, Philippines
04.2000 - 03.2004
- Acquired training in service, cashier and kitchen work tasks in order to provide skilled backup for diverse roles.
- Organized stocks and merchandise in front service area to promote efficiency in providing fast and accurate service while attending to customer needs.
- Promoted customer loyalty and upsell sales by delivering friendly service and knowledgeable assistance with regards to current promotions and events.
- Processed POS transactions and cash register for cash and credit purchases or refunds with accuracy.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Counted cash in register drawer at beginning and end of shift.
- Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
- Observed high standard of organization, "Clean As You Go" and "First-In First-Out" policy to maximize productivity, safety and food quality all the time.
- Kept supplies in sufficient stock by checking freezer and pantry while assessing inventory levels and reporting lower stock items.
- Prevented food spoilage by monitoring temperatures, dates, rotating stock and following proper storage procedures during pre and post shift.
- Mentored new team members on POS system operation, customer service strategies, sales goals, store policies and crew responsibilities.
- Served more than 150 customers in a busy fast food environment on a single shift while maintaining composure and work quality while under stress.
- Recognized as Rookie of the Year 2000, awarded several times as Crew of the Month and Best in Station (e.g. counter/cashier, lobby, and kitchen person)
Education
Bachelor of Science - Biology
06.2000 - 05.2004
- Continuing education in BS NURSING after graduation from April 2005-June 2006 (undergrad).
- Dean's Lister Awardee from First Semester of 2001 to 2002.
- Engaged in college organization named Biology Society.
- Actively participated in sports events as a player in Volleyball, Soccer, Badminton and Track-and-Field.
Skills
Key holder customer assistance experience
Multitasking and conflict resolution skill
Detail-oriented and record keeping strength
Medical assessment and terminology knowledge
Computer proficiency
Verbal and written communication
Self-reliant & Adaptable
Resourceful & Innovative
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Custom
Marguerette Francine Marie Balburias, MD
- +639088864669
- Mbalburias@medicardphils.com
- Manager-Business Intelligence Group
- MediCard Philippines Inc.
Gerlie Salazar
- (732) 874-3911
- ITS Manager III-Administrative Systems
- Loyola Marymount University
Evelyn Rull
- (310) 612-1897
- Owner/Manager
- JOTAG Home Health
Momi Nakila
- (310) 502-8462
- Building Manager
- Pellegrino Apartments - Villa Capri
Timeline
Customer Management Assistant - Senior Staff - MEDICard Philippines, Inc. - Head Office
10.2008 - 09.2016
Barista - Rustan Coffee Corporation (Starbucks)
12.2004 - 03.2005
Customer Service Representative - Parlance Systems Inc.
05.2004 - 11.2004
STI - University Of Makati - Bachelor of Science, Biology
06.2000 - 05.2004
Service/Cashier/Kitchen Crew/Trainer - Golden Arches Development Corporation, McDonald's
04.2000 - 03.2004