Kristel Anne Mangubat

KRISTEL ANNE R. MANGUBAT (Client Experience & Service Support Specialist)-| (- | www.linkedin.com/in/kristelmangubat Cavite, Philippines | Open to Remote & International Roles PROFESSIONAL SUMMARY Client-focused support specialist with 13 years of hands-on experience in patient care and guest services. Skilled in client communication, administrative support, and conflict resolution in fastpaced environments. Known for delivering high-quality service with empathy, adaptability and professionalism. Technologically adept in hospital systems, Microsoft Office, Google Workspace, and modern AI productivity tools. KEY SKILLS AND COMPETENCIES Healthcare & Patient Services • Patient Relations & Support Services • Patient Transport & Mobility Assistance • Patient Admissions & Insurance & Frontdesk Coordination • Medical Terminology & Protocols Administrative & Operational Support • Scheduling & Operational Efficiency • Billing, Documentation & Problem-Solving • Team Collaboration & Process Optimization Hospitality & Customer Experience • Customer Experience & Hospitality Support • Hospitality Standard Operating Procedures (SOPs) Travel & Coordination • Travel Coordination and Itinerary Planning TECHNICAL SKILLS Office & Productivity Tools • Microsoft Office (Word, Excel, Outlook, Powerpoint) • Google Workspace (Docs, Sheets, Slides, Gmail, Drive, Calendar, Meet) • Canva & Presentation Tools AI & Automation Tools • Microsoft 365 Copilot, ChatGPT, Notion, Otter, Zapier, Zoho Books Healthcare Systems • Hospital information System (Bizbox) PROFESSIONAL EXPERIENCE Guest Assistant | Medical Receptionist De La Salle University Medical Center | Cavite, Philippines • • • September 2015 – present Enhanced patient satisfaction by 80% through personalized assistance and streamlined hospital processes. Reduced patient delays and complaints by 50% by coordinating diagnostics, insurance approvals, and doctor referrals. Achieved a 100% occupancy rate in premier suites by promoting wellness packages and guided room tour. • • • • Trained and mentored new staff on hospital reengineering processes, improving team efficiency. Contributed to departmental efficiency and team productivity by taking on additional responsibilities Led process improvements by participating in hospital accreditation benchmarking and workflow enhancements. Successfully handled billing disputes and insurance discrepancies especially for international patients. Food and Beverage Attendant Tagaytay Highlands International Golf Course Inc. Cavite, Philippines • • • • December 2011 – April 2014 Increased revenue by effectively promoting premium food and beverage offerings. Delivered personalized dining experiences, mastering food, wine, and bar service to enhance guest satisfaction. Optimized operational efficiency by managing inventory, ensuring stock availability, and streamlining opening/closing procedures. Coordinated banquet events to ensure seamless execution of food service and event logistics. EDUCATION • • Bachelor of Science in Hospitality Management (Major in Tourism Management) Rogationist College - Philippines |- Two-year Certificate in Tour Guiding Operation Rogationist College, Philippines |- LANGUAGES • • English: Fluent Tagalog: Native AWARDS AND TRAININGS • • • • • • • Performance Excellence Award |De La Salle University Medical Center (May 2024) Professional Excellence Award |De La Salle University Medical Center (May 2024) Support Service Excellence Award |De La Salle University Medical Center (May 2023) Fostering a Stronger Culture of Customer Experience through Compassionate Communication| De La Salle Medical and Health Sciences Institute (June 2023) Dynamic Complaints Management |De La Salle Medical and Health Sciences Institute (January 2022) Transformational Customer Care “Nurturing a Culture of Excellent Customer Service” | De La Salle Medical and Health Sciences Institute (December 2020) Top Performing Staff - Nursing Service |De La Salle University Medical Center (November 2018)