Jaice Lavandero

Jaice Marie T. Lavandero e-Mail:-Mobile #:- Address: Phase II Block 9 Lot 44, Modena Subdivision, Tunghaan, Minglanilla Cebu City PROFESSIONAL EXPERIENCE CUSTOMER RETENTION SPECIALIST, PANGAEA HOLDINGS (E-Commerce) – November 2019 – June 2023 • Roles & Responsibilities 1. Customer Retention - email correspondence to build customer loyalty and improve customer lifetime value – Zendesk, Intercom, Front 2. Shopify Order Management 3. Upsell - Promote / offer plan upgrades for higher company revenues 4. Creating special and exclusive offers for premium customers 5. Provides personalized quality service 6. Handle disputes, refunds and replacements SENIOR PROCESS EXECUTIVE, COGNIZANT TECHNOLOGY SOLUTIONS – November 2016 – 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 TECHNICAL SUPPORT REPRESENTATIVE, [24]7 GLOBAL SOLUTIONS – October 2015 – May 2016 • 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 FINANCIAL ASSOCIATE, CONVERGYS PHILIPPINES – June 2013 – July 2015 • Roles & Responsibilities 1. Account Maintenance (Debit Account Service) 2. Monitor process and ensure optimal level of customer service to all financial requirements 3. Communicate with customers and deliver authentic information on products/services 4. Manage all customer issues and ensure appropriate resolution 5. Monitor all outstanding dues and perform collections - outbound calls and email correspondences 6. Operate and manage billing disputes and price rates 7. Administer all financial processes and develop ways to increase production and quality of service EMAIL RESPONSE SPECIALIST/CSR/TSR, QUALFON PHILIPPINES INC – June 2010 – June 2013 • Roles & Responsibilities 1. Account Maintenance (Prepaid Cell Email Service) 2. Troubleshoot complex service issue and walk customers through email service and ensure appropriate resolution 3. Handle bill disputes, refunds and replacements 4. Provide excellent customer service experience 5. Review replacement requests and escalations