Flonny M Payay

FLONNY M PAYAY VA | CUSTOMER SERVICE SPECIALIST Philippines |-| - With years experience behind me, I am a reliable and experienced customer service representative. Strong communicator, efficient worker with the ability to deal with diverse customer needs. I am confident in my abilities, and based on my past experiences, I consistently stand out in terms of performance. My previous employers have trusted me with confidential matters and I value every opportunity and ensure that I always meet or exceed expectations. AREA OF EXPERTISE Communication Skills Problem-Solving Conflict Resolutions Active Listening Patience & Empathy Adaptability Multitasking Time Management Technical Proficiency PROFESSIONAL EXPERIENCE Customer Service Representative – Healthcare Insurance July 2021 - Jun 2022 Handle incoming calls, emails, or chats from policyholders, providers, and third-party administrators. Assist customers with questions about insurance coverage, benefits, eligibility, claims, billing, and authorizations. Explain policy terms in simple and clear language, ensuring customer understanding. Process and escalate complex claims or pre-authorization requests following company protocols. Update customer records, verify information, and maintain documentation of all interactions in the system. Coordinate with other departments (e.g., claims, underwriting, billing) to resolve issues in a timely manner. Educate members about wellness programs, provider networks, and health plan services. Follow HIPAA and company confidentiality guidelines at all times. Meet performance metrics such as call quality, response time, and customer satisfaction. Customer Service Representative July 2022 - Aug 2023 Respond to customer inquiries via phone and email in a friendly and professional manner. Assist customers with placing, tracking, modifying, or canceling orders. Provide detailed information about product availability, pricing, promotions, and specifications. Resolve issues related to billing, shipping, returns, refunds, and product concerns. Follow up with customers to ensure their concerns are resolved and they are satisfied with the outcome. Document all customer interactions in the system accurately. Work closely with the logistics, inventory, and sales teams to ensure smooth service delivery. Promote customer loyalty programs, upsell/cross-sell products, and educate customers about ongoing deals. Meet or exceed daily performance metrics such as response time, quality scores, and customer satisfaction ratings. Follow company policies and procedures, including those related to customer privacy and security. Chat Support Specialist - Communication Dec 2023 - Jan 2025 Monitor Chats – Ensure support agents and customers follow guidelines and maintain professionalism. Enforce Rules – Address inappropriate behavior or violations during chats. Resolve Escalated Issues – Mediate and escalate complex customer concerns when needed. Ensure Quality – Monitor agent performance, providing feedback for improvement. Provide Feedback & Reporting – Report common issues and trends to help improve support. EDUCATION Bachelor of Science in Civil Engineering Major in Structural Engineering Engineering University Undergraduate August-