John Denis Urquiola

JOHN DENIS URQUIOLA PROFILE EDUCATION- TECHNOLOGICAL UNIVERSITY OF THE PHILIPPINES Electronics Engineering Technology Highly skilled professional with over 8 years of experience in the BPO industry, specializing in sales, customer service, and technical support across diverse industries, including healthcare, retail, and telecommunications. Proficient in managing CRM platforms, handling complex client interactions, and delivering exceptional customer experiences. Adept at cold calling, appointment setting, and resolving customer issues with efficiency and empathy. Additionally experienced as a Virtual Assistant for a neurology clinic and as a merchandiser in the UAE, demonstrating strong customer engagement and adaptability. Seeking an opportunity to leverage my expertise in a dynamic remote work environment. WORK EXPERIENCE SKILLS Project Management Public Relations Teamwork Time Management Leadership Effective Communication Critical Thinking Ikidney Corp Orderly 12/2024 - 01/2025 Patient Assistance Monitoring and Observation Administrative Support Patient Comfort and Interaction Emergency Response Remote CoWorker LANGUAGES English Filipino Virtual Assistant / Appointment Setter (Healthcare) 07/2023– 07/2024 Inbound/Outbound calls. Scheduling appointments. Processing Prior Authorization for Patient’s Medication/Outgoing referrals. Responding to SMS, Voicemails, Emails and Faxes. Magana Research Worldwide Outbound Sales Cold Caller 10/2022 – 05/2023 Calling clients to conduct a survey and look for possible sales. Saving all potential client details and calling them back to offer the service. Scheduling appointment for installation of the service. Reporting all successful sales. Cognizant Senior Process Executive (Healthcare) 9/2020 – 09/2022 Develop and maintain strong relationships with partners, agencies, and vendors to support marketing initiatives. Monitor and maintain brand consistency across all marketing channels and materials. Convergys/Concentrix Inbound/Outbound (Cable provider) Customer Representative/Technical Support II 11/2017 - 11/2019 Answer phone calls and provide support to callers experiencing service problems. Scheduling technician appointments. Concentrix Inbound (Financial) Customer Service Representative 01/2017 – 10/2017 Maintains customer records by updating account information. Handling customers’ complaints and inquiries. Teletech Inbound/Outbound (TV, Phone, and Internet provider) Customer Representative/Technical Support II 11/2016 – 11/2017 Answer phone calls and provide support to callers experiencing service problems. Scheduling technician appointments. Building a long-term relationship with the customer Delight customers, above and beyond the call of duty. ITL Group 10/2013 – 07/2015 Retail Sales Merchandiser/Promoter Communicate with retailers and buyers regarding the product, i.e. prices, quantity &warranty. Ensuring the quality of the product, its status, and appearance before sending it to clients. Planning and giving price tags on each product depending on the quantity, sales, deals, and demand. Aegis People Support Inbound (Telecommunication) Customer Service Representative 02/2011 – 03/2013 Handle and resolve customer complaints or concerns. Modifying customers’ accounts as requested. San Miguel Yamamura Packaging Corporation IT Auditor 04/2009 – 09/2009 Performed server updatesregularly. Always stay up to date about software. Repair and upgrade old systems. Install and configure the new system. REFERENCE Ma. Cristina Quiapos Sarah Paliza Ikidney Iconnect