Christine V. Cruz
Experienced Client and Customer Service Representative
Professional Summary
Dedicated and experienced Customer and Client Representative with over 5 years of success in providing highquality support through email, SMS, and phone. Proven ability to manage customer inquiries, resolve issues
efficiently, and deliver a positive customer experience across multiple communication channels. Strong
communicator with a customer-first mindset, skilled in de-escalation, problem-solving, and building long-term
client relationships. Thrives in fast-paced environments while maintaining professionalism and attention to
detail.
Professional Experience
Implementation Configuration Associate – Healthcare Account
INFINIT-O PHILIPPINES INC. | Pasay City, Philippines | 10/2025 – 01/2026
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Led end-to-end client implementations by configuring systems, managing cross-functional teams, and
ensuring seamless transitions from sales to implementation and ongoing account management.
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Collaborated with internal and external stakeholders to deliver accurate system builds, maintain
detailed documentation, manage large data sets, and meet client timelines while adhering to QA
standards.
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Proactively identified risks, supported change management initiatives, and optimized processes to
improve implementation efficiency and client satisfaction.
Key Skills & Tools
SaaS / Implementation / Operations
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Project & Workflow Management: JIRA, Airtable
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System Configuration & Administration: CACT / League Configuration Systems
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Client Implementation & Support Tools: Internal SaaS Platforms
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Content & Localization Management: Contentful, Smartling
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Data Analysis & Reporting: Excel, Spreadsheets
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Collaboration & Communication: Slack
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Web Infrastructure & Performance: Cloudflare
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Achievement Builder: Antavo
Client Service Representative – Healthcare Account
INFINIT-O PHILIPPINES INC. | Pasay City, Philippines | 06/2022 – 09/2025
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Managing emails, Inbound and outbound calls with patients and clients.
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Schedule specimen pickups and manage supply orders for clinics and homecare.
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Send, receive, create and organize electronic faxes.
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Resolve issues with sample accessions and extract reports as needed.
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Setting up accounts for onboarding clients.
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Adding providers by checking NPI Registry, PECOS or NOT PECOS and Exclusions.
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Entering data into database software, and checking for accuracy ensuring compliance with HIPAA
regulations.
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Monitoring and reviewing data that entered the database to ensure data quality aligns with
standards.
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Served as the primary contact for clinical laboratories, healthcare providers, and patient support teams,
ensuring accurate and empathetic resolution of lab- and service-related inquiries.
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Managed and updated lab-based patient records using CGM LABDAQ LIS, including verifying test
orders, monitoring specimen status, and escalating abnormal result reports.
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Logged and tracked service interactions via HubSpot CRM and supported lab case documentation using
hc1 to maintain accurate service histories.
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Compiled and analyzed patient service data and operational trends using Microsoft Excel and Qlik,
contributing to service improvement reports and internal metrics.
•
Ensured strict adherence to HIPAA guidelines in all patient-related communications and documentation
handling.
Key Skills & Tools
EHR / EMR & Healthcare Systems
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CGM LABDAQ LIS (Lab Information System)
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hc1 (Healthcare CRM / EMR-lite platform)
CRM & Communication Tools
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HubSpot (Ticket tracking, client communications)
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Microsoft Outlook (Internal/external communication)
Data Management & Reporting
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Microsoft Excel (Data logs, pivot tables, reporting)
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Qlik (Dashboards, analytics, performance trends)
Remote Access & IT Tools
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Microsoft Remote Desktop Services (RDS)
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Citrix (Virtual desktop access to internal systems)
Advisor I, Customer Service – Healthcare Account
CONCENTRIX | Quezon City, Philippines | 03/2021 – 03/2022
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Managing large amounts of outbound calls in a timely manner.
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Update the member’s status of a claim.
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Strong phone and verbal communication skills along with active listening.
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Meet personal/team qualitative and quantitative targets.
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Keep records of all the current status of a claim in a call center database.
Customer Service – Financial Account
SYKES ASIA INC. | 01/2020 – 09/2020
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Managing large amounts of inbound calls in a timely manner.
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Identifying customers' needs, clarify information, research every issue and providing
solutions.
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Strong phone and verbal communication skills along with active listening.
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Meet personal/team qualitative and quantitative targets.
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Keep records of all conversations in call center database in a comprehensible way.
Admin Assistant (Intern) – Human Resources Department
ADP Philippines | Makati, Philippines | 07/2019 – 11/2019
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Telephone Interviewer
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Compiling Files and Confidential Documents
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Admin tasks
Qualifications / Skills / Abilities
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Ability to multi-task, set priorities and manage time effectively
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A strong attention to detail
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Adaptability
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Decision-making
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Digital file and database management
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Phone etiquette
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CRM systems
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Microsoft Office
Education
Bachelor of Science in Information Technology
AMA University and Colleges | Pasig City, Philippines | 06/2019 – 11/2019
Information Communication Technology
Colegio de San Juan de Letran | Intramuros Manila, Philippines | 06/2017 – 05/2019
