Marsha Iretta Lago

MARSHA IRETTA M LAGO PROFESSIONAL SUMMARY Customer Service Representative with over 9years of experience in telephone , including sales, technical support and customer care. Proven ability to established rapport and excels at delivering efficient service to customers. Skilled in handling complex queries , turning complaints into opportunities. Proven track record of delivering care in a compassionate and professional manner. Customer-focused , successfully contributing to company profits by improving team efficiency and productivity. Skilled at effective negotiations and upselling techniques. Utilizes excellent organizational skill to enhance CONTACT efficiency and lead teams to achieve outstanding sales. Address: Cebu City, Philippines 6000 Phone:- EXPERIENCE Engagement Specialist, 07/2017 - Current Email:- OPTUM GLOBAL SOLUTION LTD, th Floor Filinvest Building - Cebu, CORE QUALIFICATIONS Philippines • Detailed - oriented • Managing inbound and outbound calls to patients , appointment set up and data verification. • Excellent time management • Maintaining great phone etiquette. Verifying healthcare insurance coverage and eligibility . • Highly organized and efficient • Establishing a professional relationship with medical professionals and patient acting as liason. • Providing administrative support that includes data entry, appointment scheduling , email management and record management. • Strictly adhering and complying with the HIPPA policy. • Exceeded goals through effective prioritisation and consistent work ethic. Mortgage Associate, 01/2017 - 06/2017 FIRSTSOURCE SOLUTION LTD, Skyrise Building Cebu IT, LlOYDS Philippines • Handles customer and solicitor's calls and managing their existing account balance for their mortgages • Maintained up-to-date knowledge of bank policies regarding payments, account changes, and upgrades • Receiving and processing card payments • Handling complex queries, turning complaints into opportunities • Focuses more on providing customer satisfaction aligning the company's brand. Back Office Representative, 03/2014 - 10/2016 WIPRO BPO PHILIPPNES LTD - Cebu City, Philippines • Good communication/ written skills • Ability to work independently or as part of a team • Administrative support • Problem-solving • Flexible worker • Eye for accuracy • Hardworking • Well-organised • Microsoft Excel • Active listening • Professional manner • Quality focused • Fast learner • Team player • Escalation Department handles emails and escalated cases • Handles customer complaints and supervisory calls for frontline specialists for online banking • Processing refunds and making sure consistently improve customer's satisfaction through expert resolution of complaints, issues, and concerns • Diffuses irate customers, focuses on saving customer's business by negotiations. Sales and Customer Service Representative, 10/2012 - 03/2014 Wipro - Cebu City • Provides resolutions for online concerns and creates a case for unresolved issues • Upgrade services and offer additional customer coverage • Process customer's product return and exchange purchases store bought /online • Assist customer's query about lost items and processing reshipping of new items • Rescheduling/ Scheduling for Home Appliance repair and Installation • Focuses more on providing customer satisfaction aligning the company's brand and core values. Assistant Marketing Officer, 12/2010 - 08/2012 STANFORD DIAGNOSTIC & MEDICAL LABORATORY, Room, Cebu, Building Osmena - Cebu, Philippines • Lead the Medical Team when having an onsite medical clinic • Acts as a liaison for events planning and organizational campaigns for the medical team and the whole company while onsite • Directly reports to the Operations Manager for weekly meetings • Attends weekly meetings to come up with proposals for prospective clients • Visiting doctor's clinic and making sure that our services to their patients are well attended. EDUCATION Bachelor of Science, Medical Technology, November 01, 2009 Southwestern University - Cebu City ACCOMPLISHMENTS • Recognized by management for good customer service projects delivering outstanding results. • Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely .