Riego Philip Nilayan

I have worked as a Customer Service Representative for the last three years. My last job was at Optum, located in Alabang Muntinlupa City, which is a BPO taking inbound calls as a Technical Support Advocate. I was responsible for providing website access and navigation assistance to providers, tracking unauthorized usage of accounts, and troubleshooting website-related issues. Additionally, I provided assistance to easily navigate the website when checking member's insurance, unprocessed claims, and providers' remittances. I was also one of the points of contact for the team leader and responsible for monitoring the team's daily and monthly performance. I encouraged and assisted my colleagues in meeting their individual stat goals, helping to improve the team's overall performance.

My supervisors and co-workers always say that I am a team player and flexible. They acknowledge my work since I am reliable, approachable, and effective. I am flexible in a way that I was able to handle two different Lines of Business at the same time and still meet the KPMs.