Dan Ivan Semillano

Name: Dan Ivan A. Semillano Address: Poblacio, Magpet, Cotabato 9404 Email:-Phone Number:- Birthday: March 06,1994 Bithplace: Kidapawan City Age: 3 Sex: Male Marita Status: Single ================================================================================== Professional Summary As an experienced Customer Service with over 6 years in Customer Service, I have honed my skills in managing confidential documents, streamlining office operations, and enhancing overall efficiency. My background includes supervising clerical staff, coordinating executive schedules, and implementing organizational improvements that have led to significant time and cost savings. ================================================================================== Work Experience Awesome CX By: Transcom (March 14, 2018 - April 20, 2022 ) > Customer Interaction - Answering customer inquiries via phone, email, chat, or in person. > Problem Solving . Troubleshooting issues customers face with products or services. . Escalating complex problems to supervisors or specialized departments when needed. > Processing Transactions . Handling returns, exchanges, and refunds. . Processing orders, applications, or account updates. . Maintaining accurate customer records and documentation. > Communication & Feedback . Gathering feedback and suggestions from customers. . Communicating customer needs or concerns to management. . Promoting products or services when appropriate (sometimes includes upselling or cross-selling). > Maintaining a Professional Image Representing the brand positively. Team Leader VXI GLOBAL HOLDINGS INC. ( January 2023 – March 2024 ) Team Management Supervise and manage a team of customer service agents or sales reps. Monitor daily operations and ensure adherence to schedules and KPIs (Key Performance Indicators). 🔹 Performance Monitoring Track team and individual performance against targets (e.g., call quality, resolution time, CSAT scores). Provide constructive feedback and performance evaluations. Identify areas of improvement and coach team members accordingly. 🔹 Training & Development Conduct regular training sessions or refreshers to keep the team updated on processes and tools. Mentor new hires during onboarding. Foster skill development and continuous learning. 🔹 Quality Assurance Ensure service delivery aligns with client expectations and company standards. Review calls, chats, or emails for quality compliance. Take corrective action when necessary to maintain quality levels. 🔹 Reporting & Communication Generate and present daily/weekly/monthly performance reports. Communicate updates, changes in process, or feedback from management to the team. Act as a bridge between management and the team. 🔹 Conflict Resolution & Support Handle escalated issues from customers or team members. Mediate disputes within the team to maintain harmony and morale. Support team members in challenging situations. 🔹 Motivation & Engagement Motivate team to achieve goals through incentives, recognition, or team-building activities. Create a positive and productive work environment. Happy Baby Journey Virtual Assistant ( April 2024 – April 2025) 1.Administrative Support Scheduling patient appointments and sending reminders. Managing calendars for doctors and clinics. Handling emails, calls, and online inquiries. Medical billing, coding, and insurance claims processing. Data entry and updating patient records in Electronic Health Records (EHR) systems. 2.Patient Communication Answering patient questions about appointments, billing, or basic medical information (non-clinical). Sending follow-up emails or messages after appointments. Assisting with patient intake forms and documentation. 3.Medical Documentation Transcribing voice notes from doctors into written reports. Summarizing medical consultations into patient records. Ensuring records are updated accurately and securely. 4. Insurance Coordination Verifying insurance eligibility before appointments. Assisting with pre-authorizations for procedures. Helping patients understand their insurance benefits. 5. Clinical Assistance (if trained) Remote monitoring support (helping patients use apps or devices). Assisting with telemedicine setups for virtual consultations. Compliance and Confidentiality Ensuring all tasks comply with HIPAA (in the U.S.) or equivalent privacy standards. Handling sensitive patient information securely. ============================================================================== Educational Background Bachelor of Science in Business Administration Major in Financial Management (June 2010 - March 2014 ) ================================================================================== Skills > Playing Volleyball > Cooking > Dancing ==================================================================================