Rachelle Ortiz
Nagcarlan,Laguna,PH
Summary
Administrative and Operations Support professional with extensive experience in fast-paced BPO environments, transitioning into real estate administrative support. Brings strong expertise in client coordination, document management, deadline tracking, and process compliance. Recognized reliability, attention to detail, and the ability to support multiple stakeholders are skills that directly translate to real estate transactions and administrative operations.
Overview
16
16
years of professional experience
Work History
Claims Review Examiner/CST/Frontline (REMOTE)
Asurion Philippines
Sta. Rosa, Laguna
11.2018 - Current
- Evaluated customer claims to ensure compliance with company policies.
- Researched complex issues related to specific cases involving multiple parties or unusual circumstances.
- Monitored progress throughout the life cycle of each claim ensuring timely resolution.
- Identified potential fraud by analyzing data for any irregularities or discrepancies.
- Trained new examiners and POCs on established protocols and software tools.
TLT/Offline EM/Offline RS/Mobility Frontline
Convergys Philippines
Sta. Rosa, Laguna
01.2015 - 11.2018
- Managed escalations from the 1st to the 5th layer, including cases elevated to BBB, lawyers, and executives.
- Investigated customer complaints and provided resolutions via email and phone.
- Assisted in team development and training as a Team Lead Trainee.
- Supported billing concerns, troubleshooting, and upselling additional services.
Mobility Customer Service Representative
Sitel Philippines
Ortigas, Pasig City
12.2009 - 02.2013
- Assisted customers with inquiries and provided accurate product information.
- Promoted and upsold upgrades for telephone, internet, and television services.
- Managed high-volume calls while maintaining professionalism and courtesy throughout interactions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Education
Vocational - Practical Nursing
Saint Augustine School of Nursing
Calamba, Laguna Philippines04-2009
BS Accountancy (Undergraduate) - Business And Management
AMA Computer College
Sta. Cruz, Laguna Philippines05-2007
Skills
- Managing multiple listings and transactions
- Point of contact for agents, clients, and vendors
- Contract accuracy and regulatory compliance
- Deadline and closing timeline management
- Client experience and relationship management
- Strong written and verbal communication
- Proficient in Microsoft Office applications, including Excel for tracking, PowerPoint for presentations, and Outlook for email and calendar management
Timeline
Claims Review Examiner/CST/Frontline (REMOTE)
Asurion Philippines
11.2018 - Current
TLT/Offline EM/Offline RS/Mobility Frontline
Convergys Philippines
01.2015 - 11.2018
Mobility Customer Service Representative
Sitel Philippines
12.2009 - 02.2013
Vocational - Practical Nursing
Saint Augustine School of Nursing
BS Accountancy (Undergraduate) - Business And Management
AMA Computer College