Laurie Crisanto

LAURIE MARI CRISANTO, PHRN Customer Care Specialist | Virtual Assistant - - B8 L8 Deca Homes Catalunan Grande, Davao City, Philippines, 8000 EDUCATION ABOUT ME Bachelor of Science in Nursing Davao Doctors College 2003 - 2007 A dependable, self-driven professional with 10+ years of experience in providing quality customer support. Worked in a fast-paced call center environment and transitioned as a virtual assistant primarily supporting international clients in their startup ventures. Proven track record of resolving customer issues, improving customer satisfaction, and exceeding service targets. Strong communication skills and ability to remain calm and effective under pressure. TRAININGS HIPPA Compliance Training Accountable HQ, Inc. l Nov 2023 Medical VA Course VAs of the Future l Oct 2023 Phone Handling Scheduling EHR Basic Training Insurance Verification Prior Authorization Prescriptions SOAP Notes Referrals Medical Coding Course Medstar PHIM, Inc l May 2023 The Business of Medicine Medical Terminology & Anatomy Review ICD-10-CM Coding & Guidelines CPT Codes & Surgery Guidelines HCPCS Codes & Modifiers LEAD 100 Sutherland Global Services l May 2014 Client, Program, Performance & Administrative Expectations Coaching to Drive Results Workforce Management Performance Improvement Process SKILLS Adaptability Attention to detail Communication Email Handling Independent Leadership Resourceful Team Player Tech-savvy Time Management Work Ethic WORK EXPERIENCE Belong l California, USA Resident Growth Coordinator (Jul 2022 - Oct 2023) Handled urgent requests from the Tour Ops team about schedule changes and cancellations. Follow-up on post-tour inquiries and feedback via email and/or SMS. Did outbound calls to confirm open house schedules and attendance. Coordinate with the Concierge and Leasing Advisor about any lease-specific and home inquiries not available in the admin notes or knowledge base. Helped the Experience Team with email tickets overflow through Zendesk. Experience Coordinator (Aug 2021 - Jul 2022) Handled inbound calls about property listings, applications, and tour schedules. Redirected homeowner potential and vendor-related calls to the appropriate member/team. Did outbound calls to follow up on abandoned calls and process callback requests. Answered email inquiries about property listings, applications, and tour schedules. Coordinated with the Concierge and Operations Team about issues reported by residents and homeowners. Tools: Zendesk, Slack, Belong CRM Brand Vixen | Kentucky, USA Social Media Moderator (Mar 2021 - Sep 2021) Managed several social media accounts of the clients as a moderator.Reviewed user-generated content to remove offensive, inappropriate and harmful content. Researched relevant topics or events for upcoming content. Assisted in organizing photos or materials that can be used for the next content. Drafted Social Media content for approval. Tools: Agorapulse, Canva, ClickUp, Google Workspace, Slack Urban Traffic School | California, USA Back Office Senior Associate (Oct 2012 - Oct 2015) Customer Service Support (Nov 2019 - Feb 20211) Provided customer service via phone, email, and live chat. States covered: CA, ID, MO, NV, OR, TN, TX, UT, VA, WI. Reviewed traffic court cases and updated data entry. Submitted traffic school completion to appropriate County Courts. Pulled up Driving Records for TX cases. Managed Facebook page by replying to reviews, comments, and private messages via Messenger. Inbox management. Worked on ad-hoc tasks with the owner such as website and process flow improvement. Completed legal documents, and tallied payments for online notary business invoicing. Tools: Google Tawkto Workspace, Ring Central, Skype, BG Badminton Academy | Choa Chu Kang, SG Customer Experience Expert (Jun 2018 - Apr 2020 ) Worked remotely with the owners to close sales and schedule badminton classes. Answered students’ inquiries, and scheduled private/group classes. Helped manage and coordinate coaches’ schedules and classes. Managed WhatsApp group chats. Did outbound calls when necessary for urgent issues. Tracked customer details, payments, and sales follow-ups. Trained new hires and helped update employee guidelines and procedures. Tools: Google Workspace, WhatsApp, Telegram, Trello Sutherland Global Services | Davao City, PH Account: NetSpend Prepaid Debit Card & Skylight Payroll Team Manager (October 2015 - May 2018) Managed a team of 10-15 agents. Done weekly coaching, team huddles, and remote and side-by-side QA audits to meet KPIs. Worked with other departments in identifying fraudulent documents. Managed the queue to ensure emails and efaxes were distributed fairly and answered within the service level. Handled emails that needed to be escalated to the client and took managerial calls for escalated concerns. Aided in hiring new applicants by doing initial and/or final interviews. Handled new hires as a seasonal team manager. Aided in identifying possible and fraudulent accounts on a US-based financial account. Handled email inquiries (60-90 emails per day) regarding account-related concerns such as transactions, deposit postings, and disputes. Skilled in identifying US documentation for account approval and rollback of pending transactions. Answered inbound calls and did outbound calls when necessary for document verification. Opened dispute claims and escalations. Handled Internal Help Desk (IHD) calls. Customer Service Associate (Sep 2009 - Oct 2012) Handled 60-80 calls per day as an inbound phone consultant.Answered and provided accurate resolution via email for a financial account (80-100 emails per day). Skilled in identifying US documentation for account approval and rollback of pending transactions. Made outbound calls for document verification. Tools: MS Outlook, Excel, Word, TCam, Moxie Stream Global Services | Quezon City, PH Account: 1-800 Flowers & Sirius XM Satellite Radio Customer Service Associate (Sep 2009 - Oct 2012) Handled inbound sales/order-taking calls for a US-based company providing various products such as satellite radio, flowers, gourmet cookies and chocolates, and clothing. Handled customer service and complaints related to ordered products and defects. Processed refund tickets for customer retention. AWARDS & RECOGNITION April 2016 Platinum Leadership Awardee Platinum Perfect Attendance Awardee Top Performer in QA Top Team Manager September to November 2014 Perfect PDP Score of 5.00 Recognition May 2014 99% External QA Score Recognition Top Processed Per Hour Awardee November 2012 Highest QA Score During Nesting Period October 2009 April 2015 June 2014 PDP Score of 4.52/5.00 Recognition Choice Role Model Awardee July 2013 Exemplary Attendance Awardee May, August & September 2012