Arvin Joseph Lugtu

Over 8 years of progressive experience working across diverse lines of business (LOBs), including healthcare, telecommunications, e-commerce, sales, retail, and lead generation. Demonstrated expertise in delivering exceptional customer experiences, driving business growth, and adapting quickly to varied industries and client needs. Skilled in handling both customer-facing and back-end operations with strong problem-solving, communication, and multitasking abilities.

• Healthcare Support:
• Assisted patients, providers, and insurers with inquiries regarding benefits, claims, billing, and coverage.
• Ensured compliance with HIPAA and other healthcare regulations while maintaining confidentiality.
• Resolved escalated issues by coordinating with internal departments to improve patient satisfaction.
• Telecommunications:
• Provided technical and account support for mobile, broadband, and cable services.
• Guided customers through troubleshooting processes, account upgrades, and billing inquiries.
• Consistently exceeded KPIs, including call resolution time and customer satisfaction scores.
• E-commerce & Retail:
• Supported online and in-store shoppers with order placement, returns, refunds, and product inquiries.
• Collaborated with logistics and warehouse teams to track shipments and resolve delivery concerns.
• Helped optimize customer experiences, contributing to higher repeat purchase rates.
• Sales & Lead Generation:
• Engaged in outbound and inbound campaigns to generate, qualify, and nurture leads.
• Promoted products and services, tailored solutions to client needs, and closed sales opportunities.
• Achieved and often exceeded sales targets and conversion goals.
• General Customer Experience:
• Handled diverse customer bases across multiple industries with professionalism and empathy.
• Trained and mentored new team members, contributing to improved team performance.
• Maintained detailed records of interactions, ensuring accuracy and efficiency in reporting.

• Strong adaptability to different industries and business models.
• Excellent communication, conflict resolution, and relationship-building skills.
• Proficiency in CRM tools, call handling systems, and omnichannel customer support.
• Ability to manage high-volume workloads while maintaining quality and compliance