Kc Marie Tayona

I am an experienced and adaptable customer service professional with a strong background in both healthcare billing and the travel industry, including hands-on experience with Amadeus and other CRM platforms. Over the years, I have developed a deep understanding of customer support, account resolution, and systems navigation, which allows me to deliver excellent service across diverse industries.

In the healthcare billing account, I provided support to patients and providers by resolving concerns related to medical bills, insurance claims, payments, and coverage verifications. I handled a high volume of inbound and outbound calls daily, assisting customers with understanding their Explanation of Benefits (EOB), setting up payment arrangements, and resolving billing discrepancies. I was responsible for updating patient records, verifying insurance information, and ensuring compliance with HIPAA and other privacy standards. I became well-versed in using healthcare systems such as Epic, Meditech, and while meeting metrics like First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Handle Time (AHT).

In the travel account, I worked as a customer service representative assisting clients with flight bookings, cancellations, rebooking, and itinerary management using Amadeus GDS. I provided support for both individual and corporate travelers, ensuring accurate reservation handling, fare adjustments, and special requests such as seat selections and baggage inquiries. My Amadeus experience includes checking availability, quoting fare prices, processing PNRs (Passenger Name Records), and applying airline policies for refunds or changes. I was also trained to handle travel disruptions with empathy and efficiency, ensuring a smooth customer experience even in high-pressure situations.

Across both roles, I consistently demonstrated strong communication skills, attention to detail, and a customer-first mindset. I’m confident in multitasking, navigating complex systems, and handling escalations professionally. I thrive in team environments and am always open to learning new tools and processes to improve service delivery.