Denisse Pilapil

Denisse Adrienne Pilapil - ·-· Las Pinas City, Philippines ABOUT ME II am a highly skilled professional with extensive experience as an Customer Service Representative and Administrative Assistant. I excel in administrative management, scheduling, client coordination, and project oversight. My background includes providing patient support, managing online communications, and fostering strong community engagement to enhance client and patient experiences. With strong organizational abilities and excellent communication skills, I ensure seamless operations and exceptional satisfaction for both clients and patients. Adept at handling EHR systems, calendar management, and onboarding processes, I also bring expertise in project turnovers, quality assurance, and customer service. Highly motivated, adaptable, and committed, I deliver efficient, precise, and timely support in every role I take on. CORE COMPETENCIES Email Management and Organization Calendar Synchronization and Appointment Scheduling Administrative Support and Customer Service Excellence Data Entry and Record-Keeping Proficient in MS Office Strong Analytical and Planning Skills Bilingual Communication (English & Spanish) Effective Communication and Interpersonal Abilities Proficiency in EHRs (Simple Practice,Grow, Headway, and SpringHealth) AI Tools Utilization (ChatGPT, etc.) Multitasking and Adaptability Analytical and Planning Skills Task Prioritization and Time Management Team Coordination and Collaboration REMOTE WORK EXPERIENCE ONLINE PATIENT SERVICES REPRESENTATIVE Jan 2024 - August 2025 Respond to patient inquiries via WhatsApp and Instagram with professionalism and care. Guide potential patients through the consultation and booking process. Accurately manage CRM lead entries and communication logs. Utilize ChatGPT to support real-time conversations, especially with Spanishspeaking clients. COMMUNITY SPECIALIST Jun 2023 - Jan 2024 Client Onboarding & Support:bWelcome new clients and ensuring a smooth and personalized onboarding experience. Community Engagement: Foster a sense of connection and belonging among clients through proactive communication, check-ins, and ongoing support. Information Management: Maintain accurate and up-to-date records of client interactions, preferences, and feedback using internal systems and tools. Cross-Functional Coordination: Collaborate with internal teams (e.g., operations, wellness, coaching) to ensure timely support and a cohesive client experience. Problem Resolution: Address client concerns and questions promptly with professionalism, empathy, and effective solutions. Event & Program Support: Assist in coordinating community events, webinars, and programs that enhance client engagement and retention. Feedback Collection & Reporting: Gather insights from clients to inform program improvements and contribute to a culture of continuous growth. Brand Representation: Represent the values and mission in all interactions, acting as a positive ambassador of the community. EXECUTIVE ASSISTANT / OFFICE MANAGER Feb 2020 - June 2023 Manage scheduling and calendarcoordination for leadership, therapists, and clients, ensuring efficient appointment management. Oversee email communications, including responding to inquiries, scheduling consultations, and following up with clients and team members. Handle onboarding processes for new clientsand therapists, includingdocumentation and administrative setup. Coordinate internalmeetings, ensuring proper communication and attendance of key stakeholders. Maintain organized records of client interactions, scheduling adjustments, and operational processes. Act as a liaisonbetween therapists, clients,and external partnersto streamline operations. Support outreach initiatives by tracking partner engagements and scheduling follow-ups. CORPORATE EXPERIENCE Senior Project Officer II - TurnoverManagement & Technical Services - Customer Service June 2014 - Mar 2025 Managed and coordinated multiple project turnovers, ensuring highquality standards and timely completion. Developed and maintained comprehensive project documentation, improving organizational efficiency. Excelled in customer service,addressing client concernswith prompt and effective resolutions. Demonstrated exceptional planning and coordination skills by scheduling unit turnovers, aligning with company goals and customer expectations. Leveraged MS Office for efficient monitoring, scheduling, and communication. Conducted quality checks and coordinated repairs, showcasing attentionto detail and a commitment to excellence. PREFESSIONAL DEVELOPMENT Project Management and Coordination Customer Service Excellence Workshop Efficiency in Turnover Management Professional Communication Quality Assurance Techniques Time Management Skills Adaptability and Continuous Learning EDUCATION BS Tourism and Hospitality Management Lyceum of the Philippines – 2014 TOOLS & SOFTWARE Acuity Scheduling EHR Platforms: Simple Practice, Headway, Grow,Springhealth Microsoft OfficeSuite (Word, Excel, Outlook) Google Workspace (Docs, Sheets,Calendar) Communication and CRM Platforms