Josephine Bughao Lacsina

Josephine Lacsina - - linkedin.com/in/josephine-bughao- Summary OBJECTIVE To secure a position in customer service where I can utilize my excellent communication skills, attention to detail, and problem-solving abilities, to deliver exceptional customer experiences and to obtain a position that will enable me to use and enhance my strong organizational skills, educational background, and ability to work well with people. Experience Customer Service Representative Convergys Aug 2016 - Dec 2016 (5 months) •Assisting callers regarding their inquiries about debit and credit cards. •Checking and utilizing tools that will resolve the issue of the caller •Assisting with account management and financial issues •Promoting products and services to ensure customers retention to the company Customer Service Representative TTEC Mar 2017 - Feb 2023 (6 years) •Responsible for providing customer support to policyholders and assisting them with any questions or concerns they may have about their health insurance •Assisting callers regarding their membership, billing, claims and benefits inquiries •Provide world class customer service to meet and exceeds members expectations •Ensuring compliance with all relevant regulations and policies. Follow all guidelines and procedures when interacting with policyholders and handling sensitive health information. Team Lead TTEC Dec 2021 - Feb 2022 (3 months) Lead and motivate the team for continues improvement. Manage quality and performance by planning and organizing. Do evaluations and coaching to meet the target metrics. Setting goals and expectation which includes establishing timelines, milestones, and defining success criteria. Product Trainer TTEC Sep 2022 - Dec 2022 (4 months) •Imparting knowledge to our newly hired agents by conducting training sessions. •Making sure that they are knowledgeable with the things around the program about product development regarding the effectiveness of the product or service. •Preparing them to contribute to our program by providing product feedback to identify areas where improvements can be made and provide feedback on how to improve the product. •Developing training materials and evaluating training effectiveness Education University of Batangas Vocational Degree, Information Technology- •Computer hardware and software, about the basic components of a computer system, including the central processing unit (CPU), memory, storage devices, input/output devices, and various types of software. •Computer hardware and software, about the basic components of a computer system, including the central processing unit (CPU), memory, storage devices, input/output devices, and various types of software. •Information security, about the basics of information security, including threats and vulnerabilities, risk management, and basic security principles and practices. Skills Customer Service • Customer Relationship Management (CRM) • Insurance • Medical Billing • Data Entry • Microsoft Office • Customer Service • Customer Experience • Claims Handling • Employee Training