Maria Katrina P. Calong
#5 Warm st. Summerville Subd.Antipolo, City-#-
Career Aspiration:
Customer focused and career driven looking for a position to utilize my skills.
Professional strengths:
Good motivator with excellent customer service skills.
Ability to solve customer queries as well as set goals and meet objectives efficiently
Comprehensive written and verbal communication skills, with an eye for detail.
Extremely productive in a high volume, high stress, environment.
Ability to work independently as well as part of a team.
Highly organized and ability to balance multiple tasks simultaneously.
Target driven and self-motivated.
Professional and confident.
Computer Literacy:
Well versed in MS office that includes MS word, MS excel, Power Point.
Well versed in internet operation.
WORK EXPERIENCE
APAC, Cubao Q.C. October 2008- October 2010
Customer Service Representative (Publishing Account)
Answered inbound calls in support of customer needs, conveyed in a reassuring manner; step by step instructions to resolve issues.
Work with the support team to ensure service level requirements are exceeded.
Answers sup calls and follow-up cases requiring further action.
Sutherland, Taguig February 2011-July 2011
Technical Support (at&t u-verse)
Perform troubleshooting for digital tv, internet and voice
Stream Global Services September 2011- September 2012
Technical Support (Accounting Software)
Provide responsive and proficient support ensuring that customer needs and issues are resolved at the first instance
Deliver and exceed targets for sales/conversions
Walk through clients on setting up the software
Provide expertise on resolving their issues regarding bookkeeping
Teleperformance, Masinag (June 2014-March 2015)
Flex Trainer (Comcast)
Facilitates training for employees on all aspects of client projects (new hire, progression and enhancement training).
Develops curriculum to support classroom training and alternative training. Provides feedback on existing curriculum for training improvements.
Develops non-classroom communication and training materials. Analyze course materials and learner information.
United Health Group, U.P. Technohub Q.C. (June 2016-Present)
Health Advisor
Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
Provide education and status on previously submitted pre-authorizations or pre-determination requests
Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance
EDUCATIONAL BACKGROUND:
Elementary School: Tignoan Elementary School Date Graduated:-
High School: Ungos National High School Date Graduated:-
College: Far Eastern University Undergraduate:-
Course: B.S. Nursing
Awards, Honors Received: Elementary and High School Valedictorian, Leadership
Award .
Seminars Attended:
Basic Leadership TrainingMay 2002
Basic First Aid TrainingMay 2003
Vocational Course at TESDA as Computer TechnicianMay 2004
