Front-End & Back-End Support Specialist
Resume:
Chat Support Advisor
Sales Development Representative
Boldr
- Provided exceptional customer support via outbound and inbound calls, handling an average of 80–100 contacts per shift while maintaining a high engagement and qualification rate.
- Effectively asked tailored qualifying questions to assess Medicare eligibility, ensuring accurate and efficient pre-screening for insurance plans.
- Navigated multiple systems, scripts, and databases to verify customer information and determine eligibility for healthcare coverage.
- Seamlessly transferred qualified prospects to Licensed Insurance Agents based on their state and specific insurance needs, ensuring a smooth handoff and positive customer experience.
- Maintained a strong understanding of Medicare guidelines, plan types, and state-specific requirements to enhance qualification accuracy.
- Collaborated with team leads and agents to address unusual or complex cases, contributing to a streamlined sales funnel and improved conversion rates.
- Participated in quality assurance reviews and coaching sessions, consistently improving call flow, script adherence, and compliance.
- Recognized for meeting and exceeding KPIs including daily transfer quotas, call quality standards, and compliance requirements.
- Engaged in continuous training on healthcare regulations, customer engagement techniques, and call handling strategies to support professional growth and regulatory compliance.
April, 2021 - September,
2022
September, 2022 - March,
2024
Vencint Ton V. Labrinto
Retention Specialist
San Rafael Village Brgy.Campetik,Palo,Leyte 099******** ********************@*****.*** Excellent in customer service and data handling roles. Incorporating confidentiality, trustworthiness, and top-notch attention to details championing quality outputs and delivery of successful tasks at its highest standards, meeting the management and clients expectations.
- Provided exceptional customer support via (live) chat, handling an average of 100+ inquiries per shift and maintaining a 95% satisfaction rate.
- Resolved customer issues efficiently by navigating through multiple systems and databases, ensuring accurate and timely responses.
- Assisted customers with order-related queries, including processing returns, exchanges, and refunds, while adhering to company policies.
- Collaborated with cross-functional teams to escalate complex issues, ensuring prompt resolutions and improving overall customer experience.
- Developed and maintained a comprehensive knowledge base of products, promotions, and company policies to enhance service quality and team performance.
- Conducted training sessions for new staff, sharing best practices in customer engagement and tools utilization to foster a strong team environment.
- Gathered and analyzed customer feedback to identify trends and areas for improvement, contributing to the development of new customer service initiatives.
- Recognized for achieving consistently high metrics in response time, resolution time, and customer satisfaction, leading to an increased overall team performance rating.
- Utilized CRM software effectively to track customer interactions, manage follow-ups, and report on performance metrics, ensuring transparency and accountability.
- Participated in ongoing training and professional development to stay updated with industry trends and enhance service delivery strategies.
Summary
Work Experience
FreightProcessOutsourcing Solutions, Inc. (FPOSI)
Retention Specialist
Optimum
- Handled inbound calls from residential customers requesting service cancellations, applying effective retention and problem-resolution strategies to prevent churn.
- Demonstrated strong customer service skills by acknowledging concerns, empathizing with customers, and identifying the root cause of dissatisfaction.
- Offered tailored retention solutions, such as discounts, loyalty rewards, service adjustments, and promotional offers, to encourage customers to continue their subscriptions.
- Utilized persuasive communication techniques to deliver offers naturally—maintaining a conversational tone without sounding scripted or pushy.
- Promoted value-added services including mobile line activations, device financing options, and Fiber migration upgrades, enhancing customer experience and account value.
- Maintained in-depth knowledge of Telco products, service plans, technical setups (HFC and Fiber), and pricing structures to provide accurate and confident recommendations.
- Ensured accurate account updates and documentation of all customer interactions, offers provided, and resolutions achieved in the CRM system.
- Collaborated with technical support and billing departments to ensure prompt resolution of customer issues impacting retention.
- Consistently achieved or exceeded retention and upselling KPIs, contributing to overall customer satisfaction and revenue growth.
- Delivered service with a customer-first mindset, turning potential cancellations into positive experiences and long-term loyalty. U.S. Loan/Mortgage Processor - Disclosure Specialist (COC - LE) August, 2025 -
January 2026
April, 2024 - July,
Equity Prime Mortgage (EPM) 2025
- Supported U.S.loan and mortgage processing by updating loan files with accurate borrower information and required documentation.
- Handled correspondent submissions, including reviewing and processing Initial Disclosures and Change of Circumstance (COC) requests for revised Loan Estimates.
- Ensured compliance with lending guidelines by verifying document completeness and coordinating with processors and loan officers.
- Maintained up-to-date records in loan origination systems, supporting smooth underwriting and closing processes.
- Collaborated with cross-functional teams to resolve documentation issues and accelerate loan pipeline progression.
- Uses CRM tools like Encompass, and Microsoft Teams and Outlook for client’ communication. English
Fluent
Filipino
Expert
Primary School
Junior High School
Senior High School
Bachelor of Science in Accountancy
Proficient in Microsoft & Google- based Software
Tech-savvy
Time management
Excellent customer service skills
Communication Skills
Efficient in data-handling
Knowledge in Accounting and/or Financial Management June, 2018 - April,
2023
June, 2016 - April,
2018
June, 2012 - March,
2016
June, 2006 - March,
2012
Samar Colleges, Inc
Bagacay ElementarySchool
Skills
BagacayNationalHigh School
Saint Paul School of Professional Studies
Education
Languages
References
Romnick Macasil
Customer Service Representative
*******.*******@**********.****
Personal Information
Birthday :
Nationality :
Gender :
Marital Status :
Father Name :
Mother Name :
Naomi T. Tadifa - Virtual Staffing Solutions
Operations Manager
*******@***************.***
Reymart Inosante
Customer Service Representative
***************.**@*****.***
01/19/2000
Filipino
Male
Single
Felix E. Labrinto Sr.
Josephine C. Villalino
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