Laragie Payuyo

LARAGIE G. PAYUYO, LPT- - Muntinlupa, Philippines PROFILE Customer Service professional with over 9 years of experience in the BPO industry, consistently delivering excellent service across three companies since 2015. Promoted to Quality Analyst in 2022, demonstrating strong analytical skills, attention to detail, and a commitment to improving customer experience and service standards. PROFESSIONAL EXPERIENCE Virtual Assistant (Appointment Setter) Rapaport Dermatology Clinic Managed and scheduled patient appointments across multiple platforms, ensuring seamless coordination for dermatology consultations and follow-ups. Communicated effectively with 20-30 clients daily via phone, email, and online messaging to confirm, reschedule, or follow up on appointments. Provided administrative support to the clinic by handling inquiries, sending reminders, and escalating urgent requests as needed. Jan 2024 – Mar 2025 Los Angeles, CA, United States Quality Analyst United Healthcare Medicare and Retirement, Optum Global Solutions Audited and evaluated customer service calls to ensure compliance with quality standards and policy guidelines. Provided structured feedback and coaching to representatives, enhancing performance and service consistency. Developed evidence-based reports and insights to support data-driven decisions and improve overall customer satisfaction. Dec 2022 – Dec 2023 Muntinlupa, Philippines Customer Service Advocate United Healthcare Medicare and Retirement, Optum Global Solutions Assisted members by verifying benefits and eligibility, ensuring accurate information for medical and prescription coverage. Resolved complex medical and pharmacy claims, delivering timely and empathetic support to members and providers. Conducted provider outreach to clarify billing details and support coordination of care, improving service satisfaction and claim accuracy. Jul 2019 – Dec 2022 Muntinlupa, Philippines Loan Originator ARB Call Facilities Assisted clients in the loan application process by gathering financial documents, verifying information, and ensuring compliance with lending guidelines. Assessed borrower eligibility and matched them with suitable loan products, providing clear explanations of terms, rates, and requirements. Coordinated with processors and third-party (i.e., banks) entities to ensure timely approvals and smooth loan closings. Jul 2018 – Jul 2019 Muntinlupa, Philippines • • • • • • • • • • • • Customer Service Representative (Sales) Virgin Media Ireland | Foundever, form. Sitel Philippines Managed inbound and outbound sales calls, promoting Virgin Media products and services while identifying customer needs to provide tailored solutions. Successfully engaged with customers to address concerns and negotiated solutions that encouraged them to retain services, minimizing cancellations. May 2015 – May 2018 Pasig City, Philippines • • EDUCATION Bachelor of Secondary Education, Major in English Pamantasan ng Lungsod ng Muntinlupa Jun 2011 – Apr 2015 Muntinlupa, Philippines High School Diploma Pedro E. Diaz High School 2007 – 2011 Muntinlupa, Philippines LARAGIE G. PAYUYO, LPT - 1/2 SKILLS Customer Relationship Management CRM Software Proficiency Customer Data Analysis Task and Pipeline Management Sales and Persuasion Skills Inbound/Outbound Sales Negotiation Upselling and Cross-Selling Communication Skills Verbal Communication Written Communication Active Listening Problem-Solving and Conflict Resolution Issue Identification Escalation Handling Decision-Making • • • • • • • • • • • Office 360 (MS) and GSuite Calendar and Scheduling (Google Calendar, Outlook) Document Creation and Collaboration (Word and GDocs) • • • REFERENCES Karen Bangalao, Virtual Assistant/Appointment Setter - Elizabeth Seggara, Team Leader, Hinduja Global Solutions - Lita Inola, Customer Service Representative, Optum Global Solutions - LARAGIE G. PAYUYO, LPT - 2/2