Barbara Nina C. Banzon
e-Mail:-Mobile #:- and-
Address: 226-A Francisco Llamas Street, Punta Princesa, Cebu City, Cebu, Philippines 6000
PROFESSIONAL EXPERIENCE
Customer Service Representative, Pangaea Holdings – December 2019 - Present
Roles & Responsibilities
1. Zendesk – chat and email support.
2. Amazon Seller Central – troubleshoot delayed orders, answer Amazon inquiries messages, consolidate business reports, process weekly campaigns and promotions, A to Z claims management.
3. Shopee Singapore – answer inquiries regarding orders, shipment, warranty claims as well as provide instructions on how to use the products.
4. Shopify – cancellations, refunds, duplicates, edit orders and fulfillments.
5. Walmart Fulfillment Specialist
Customer Service Representative, Cognizant IT Solutions - June 2015 - November 2019
Roles & Responsibilities
1. Credentialing - outbound calls and email correspondences to healthcare providers to extend or enroll in healthcare plans.
2. Member advocate - follow up with pre authorizations, discuss or educate members with plan details and benefits, investigate and dispute claims.
3. Floor walk - assist new hires with call handling and product knowledge.
4. Healthcare Bootcamp Trainer - facilitated training for new hires with the background of the healthcare industry.
5. Subject Matter Expert - consolidation of files and reports for client deliverables (end-of-day, end-of-week and end-of-month).
6. Team Officer in Charge - substitute Teamleads who are on maternity, medical, personal, emergency leave making sure that the daily, weekly and monthly targets are met on a day-to-day basis.
7. Supervisor - handle escalation protocols from both members and providers.
Technical Support Representative, 24/7 Global Solutions – November 2014 – June 2015
Roles & Responsibilities
1. Account Maintenance (High Speed Internet Service Provider)
2. Troubleshoot wired and wireless internet connection
3. Walk customers through product usage
4. Process truck rolls for issues needing a home visit
5. Promote / offer plan upgrades for higher company revenues
Customer Service Representative, Convergys Philippines - January 2010 - November 2014
Roles & Responsibilities
1. Account Maintenance (Post paid Cell Phone Service)
2. Troubleshoot and walk customers through phone service and plan details
3. Handle bill disputes, refunds and replacements
4. Provide excellent customer service experience
5. Promote new plans / Upsell customer plans for higher company revenues
6. Company/ Customer advocate
Customer Service Representative, Etelecare Global Solutions - October 2005 - December 2009
Roles & Responsibilities
1. Account Maintenance (Accounting Software)
2. Product Inquiries
3. Troubleshooting program/product supported by the account
4. Floorwalk Support / Trainer for new hires during peak season
5. Manage newbies with payroll disputes, attendance and quality assurance/CSAT scores
6. Company/ Customer advocate
Encoder, Softfile Data Capture Services - June 2005 - September 2005
Roles & Responsibilities
1. Data entry
2. Maintaining databases and client files
3. Managing hard copies, scanning documents
4. Handling other data-related tasks
Service Crew, Jollibee Foods Corporation - April 2000 - May 2001
Roles & Responsibilities
1. Order taking for dine in, take out and drive thru customers
2. Food preparation
3. Clean and organize work area as well as dining area for customer
4. Customer complaints and questions, resolving issues where possible and referring customers to managers as needed
Service Crew, Texas Chicken ATBP - January 1999 - March 2000
Roles & Responsibilities
1. Order taking for dine in, take out and drive thru customers
2. Food preparation
3. Clean and organize work area as well as dining area for customer
4. Customer complaints and questions, resolving issues where possible and referring customers to managers as needed
