Patricia Mikaela Velasco

PATRICIA MIKAELA VELASCO - ·-· Pampanga, Philippines CAREER SUMMARY A dedicated and results-oriented customer service professional with a proven track record in customer care, technical support, and team leadership. With over a decade of experience, I have consistently demonstrated the ability to manage complex cases, mentor team members, and enhance customer satisfaction. My extensive background in various customer-focused roles has equipped me with a deep understanding of customer needs and effective communication strategies. Additionally, I have successfully expanded my skill set by excelling in cold calling, appointment setting, and medical billing. In these roles, I effectively generated leads, set appointments for sales teams, and transitioned into medical billing, specializing in neurology and podiatry. These experiences have further honed my ability to drive results, improve operational efficiency, and contribute to business growth across multiple industries. KEY COMPETENCIES Customer Relationship Management Cross-functional Collaboration Technical Troubleshooting Complex Case Management Lead Generation Cold Calling Conflict Resolution Team Mentoring and Coaching Appointment Setter PROFESSIONAL EXPERIENCE SIMPLE.BIZ September 2024 – March 2025 Medical Billing Specialist (Promoted Role) Website Builders • • • • Transitioned to a Medical Billing Specialist role, managing claims and billing processes for healthcare clients specializing in neurology and podiatry. Processed medical claims using appropriate ICD-10 and CPT codes, ensuring compliance with insurance regulations. Communicated with insurance companies and healthcare providers to resolve billing issues and ensure accurate claim submissions. Regularly followed up on unpaid claims, reducing outstanding balances and ensuring timely payment. Cold Caller & Appointment Setter Website Builders • • • • Conducted outbound cold calls to generate potential leads for website building services. Successfully set appointments with key decision-makers, contributing to a steady sales pipeline. Delivered customized pitches and solutions based on client needs, achieving an average of 10 appointments set per week. Utilized CRM systems (Call Tools, Hub Staff, and Google Sheets) to track lead status and follow up on prospects. IHG HOTEL & RESORTS - BAGUIO CITY, PHILIPPINES Customer Care Specialist Handling customer inquiries and complaints via phone, email. Providing accurate and timely responses to customer questions, concerns, and feedback. Demonstrating excellent communication skills and a friendly demeanor when interacting with customers. Utilizing customer service software to manage cases and track customer inquiries. Following up with customers to ensure their issues have been resolved to their satisfaction. Case Manager Assessing and gathering information on client's needs, goals, and resources. Coordinating and facilitating services and referrals to other agencies and organizations. Monitoring and evaluating client progress regularly and adjusting case plans as needed. Advocating for clients and ensuring their rights are protected. Collaborating with other professionals and service providers to coordinate care and services for clients. Reservations Sales Specialist Making reservations: Assisting customers in booking rooms. Providing recommendations: Suggesting accommodations or travel options based on customer needs and preferences. Handling changes and cancellations: Assisting customers with modifying or canceling reservations as needed. Upselling and cross-selling: Offering additional services or upgrades to enhance the customer's experience and increase revenue. VALOR GLOBAL – BGC TAGUIG, PHILIPPINES Customer Service Representative Jan 2022 - Mar 2023 Responding promptly and professionally to phone calls. Resolving customer complaints and issues in a timely and satisfactory manner. Maintaining accurate customer records and tracking interactions in CRM software. Providing sales support by processing orders, tracking shipments, and following up on leads. Recommending products or services to customers based on their needs. Developing a comprehensive understanding of company products and services, as well as industry trends and best practices. Collection Specialist Contacting customers to collect outstanding payments or resolve any billing issues. Developing strategies to ensure debt recovery while maintaining a positive relationship with customers. Negotiating payment plans and settlement agreements with customers who are delinquent on their accounts. Investigating and resolving discrepancies in payments and billing. Preparing and reviewing reports on collection activities, account status, and customer information. Monitoring and tracking delinquent accounts and initiating collections actions, such as legal proceedings or credit bureau reports. Jun 2017 - Jan 2022 SUTHERLAND GLOBAL SERVICES - BGC TAGUIG, PHILIPPINES Customer Service Representative Working closely with other team members to improve customer satisfaction and resolve issues quickly. Continuously learning and improving customer service skills. Maintaining a positive, helpful, and friendly demeanor with customers at all times. Answering customer inquiries and providing information about products or services. Technical Support Answering customer inquiries via phone, email and screen sharing support and providing technical assistance or troubleshooting support. Analyzing and diagnosing complex technical issues and providing solutions or workarounds. Escalating issues to the appropriate team or department if necessary. Reproducing and logging customer issues for further analysis and tracking in a ticketing system or database. Providing step-by-step instructions to customers for resolving technical issues. Updating and maintaining knowledge base and support documentation for customer self-service. Installs, modifies, and makes minor repairs to computer hardware and software systems Senior Expert (SME) Providing expert advice and guidance in a specific area or industry, based on extensive knowledge and experience. Serving as a mentor and resource for junior team members, sharing expertise, and providing training and guidance. Conducting research and staying up-to-date with industry trends and advancements in the field of expertise. Collaborating with cross-functional teams to provide input and insights on projects, strategies, and initiatives. Intern Coach Providing guidance and support to interns throughout their experience with the company. Creating and delivering training and development programs to help interns enhance their skills and gain new knowledge. Setting goals and objectives for interns and tracking their progress towards achievement. Coaching and mentoring interns on a one-on-one basis, providing constructive feedback and guidance for improvement. Identifying areas where interns need additional support or resources and providing assistance and resources as needed. Working with other managers and supervisors to ensure that interns are fully integrated into the team and are provided with meaningful work experiences. EDUCATION Don Honorio Ventura State University - Bacolor Pampanga, Philippines Bachelor of Science in Information Technology- College Graduate Ariel Celis Sutherland Global Services Supervisor - Donna Paula Ricafranca Sutherland Global Services Operations Manager - REFERENCE Carlos Mahait Valor Global Supervisor - Michael Ganipes Hotels and Resorts Team Manager -