RITCHIEL BUCOG
V.H.Garces St., Purok Macopa, Laray, San Roque,
Talisay City, Cebu, Philippines,- |--
PROFILE
A highly enthusiastic, detail-oriented, and skilled customer service professional with 12 years of client
interface experience providing exceptional support and ensuring tasks are completed on time and with
confidentiality. I am experienced in creating an effective, structured environment where I can excel at
focusing time on providing top-level client support, resolving issues, and developing relationships to
ensure loyalty and growth. Unique skill set offering exceptional organizational/ administrative skills
combined with ensuring 100% customer satisfaction.
PROFESSIONAL SKILLS
Customer Service Skills | Medical Knowledge | Detail Oriented | Organizational Skills |
Administrative Skills | Dedicated to process improvement | Call Center Management Experience |
Client Relations Specialist | Analytical Thinking | Team Collaboration | Time Management
WORK EXPERIENCE
Concentrix, Inc.
8th Floor, TGU Tower, IT Park, Cebu City, Cebu 6000
Customer Service Advisor - March 2022-October 2022
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Served as frontline contact to Providers who want to check Eligibility and Benefits of a member's
contract.
Handle all disputes and concerns related to Claims.
Provide assistance to Providers using the Availity Tool.
Accenture, Inc. (Sep 2013 - Feb 2022)
20th Floor, Filinvest Tower 2, IT Park, Cebu City, Cebu 6000
Customer Service Associate (Project Blaze) – Sep 2013-Apr 2015
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Answered incoming telephone calls with professional and knowledgeable responses.
Provided service information related to mobile billing statuses and basic troubleshooting.
Customer Service Associate/ SME (BSS-CAQH) – Apr 2015-Oct 2015
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Handle, research, and resolve phone, email and chat inquiries/ escalations for BST Support
Center customers.
Help Team members in solving complex requests.
Maintain detailed knowledge of all process/ client functions and procedures.
Develop strong relationships to work effectively with these teams to achieve timely resolution.
Complete any follow-up work related to customer issue resolution.
Answer questions, provide advice, and offer service to customers in a professional and courteous
manner.
Meet productivity and quality performance expectations as established by BST Support Center
management.
Support additional duties as necessary in high volume periods in the Support Center.
Service Desk Analyst/ SME (Project Telstra) – Nov 2015-April 2021
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Resolved service requests tickets for the customers.
Received general inquiries/ incident phone calls and handled basic troubleshooting.
Responsible in sending out daily Operating Rhythm to stakeholders and Team Members to
ensure status flow of operations.
Maintained up-to-date records at all times like daily dashboard and scorecard.
Weekly Call Meetings to stakeholders to discuss aged tickets sitting in the queue.
Effectively communicated with team members to maintain clearly defined expectations.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Customer Service Associate (Project Blaze) – May 2021-February 2022
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Answered incoming telephone calls with professional and knowledgeable responses.
Provided service information related to mobile billing statuses and basic troubleshooting.
Customer Benefit Services, Inc.
Suite 1 Unit 1101, Keppel Center, Cebu Business Park, Cebu City, Cebu 6000
Customer Service Specialist – Aug 2011-Dec 2012
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Answered incoming telephone calls with professional and knowledgeable responses.
Provided expert product and service information.
Quality Auditor – Mar 2012-July 2012
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Ensuring that agents have not missed and appropriately provide notes on every call from their
customers.
Level 2 Customer Service Specialist – Dec 2012-May 2013
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Mastered the intricacies of the process flow within each department.
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Resolved customer questions, issues and complaints.
Developed rapport with the customer base by handling difficult issues with professionalism.
Cebu Global Teleservices, Inc.
2nd Floor Mango Square Mall, Mango Ave., Cebu City, Cebu 6000
Telesales Specialist - Feb 2010-Apr 2010
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Completed purchases with credit and debit payment methods.
Worked a flexible schedule to accommodate changing customer levels.
Customer Service Specialist - May 2010-Nov2010
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Answered incoming telephone calls with professional and knowledgeable responses.
Provided expert product and service information.
Tier 2 Specialist - Dec 2010-Apr 2011
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Mastered the intricacies of the process flow within each department.
Resolved customer questions, issues and complaints.
Developed rapport with the customer base by handling difficult issues with professionalism.
EDUCATIONAL ATTAINMENT
SOUTHWESTERN UNIVERSITY
Villa Aznar, Urgello St., Cebu City, Cebu 6000
Bachelor of Science in Nursing
June 2005 – March 2009
CERTIFICATIONS
● NC-CLEX INC.
NURSING CENTER FOR CLINICAL LAB. EXPERIENCE, INC.
“Advanced Cardiac Life Support (ACLS)”
October 06-08, 2008
● 2009 INTERNATIONAL NURSING LECTURE SEMINAR
“CLIENT SAFETY, SECURITY AND PRIVACY REQUIREMENTS IN MEDICAL-SURGICAL NURSING
PRACTICE”
January 19, 2009
● XYNET COMMUNICATION SOLUTIONS, INC.
“Finishing Course for Call Center” - December 10, 2009 – January 11, 2010
● WIZARDSGROUP, INC.
“Certificate of Attendance for successfully completing the Training Program on Microsoft Excel 2010:
Advanced”
January 27, 2016
TRAININGS
Operational Excellence Basics – Oct 16, 2015
- to provide the basic tools, methods, and processes to employees in order to influence their
valuable position in driving superior excellence in operations.
Microsoft Excel (ILT) – Advance – Jan 27, 2016
Analytics Basics – Apr 15, 2016
- focuses on providing the basics of Statistics to resources to drive high performance outcomes.
The course aims to help employees better understand the importance of their role in
contributing measurable success by using statistical tools effectively.
Operational Excellence Basics 2.0 – May 27, 2016
- for entry level employees that aims to introduce them to Accenture's Operational Maturity
versions 1 and 2. The program discusses operational excellence tools and how it relates to
individual, team, and program performance
Cultural Connection 360 – Jun 23, 2016
- defines Cross Cultural connection and understanding concepts behind the different types of
cultural speakers. It also discusses means of bridging cultural misunderstandings through
simulations and case studies.
Speak Up! – Jul 14, 2016
- focuses on competencies that are needed to communicate more effectively and promotes a
holistic view of the communication process. This includes basic to advanced skills in speaking,
listening and probing. It also introduces and reinforces different strategies in call handling and
providing excellent customer service which participants can apply in their daily tasks.
Introduction to Stakeholder Management- Sep 08, 2016
- designed to equip or improve how individuals manage their stakeholders through effective
communication, principled negotiation, with confidence and assertiveness, and the ability to
manage time and tasks given.
Writing with Precision – Nov 16, 2016
- focuses on the different strategies on written correspondence. Reinforces the manner of
delivery, efficiency and effectiveness when communicating depending on the target audience. It
helps business writers learn and apply concepts that would be useful when interacting via
written form.
ADSFS (Accenture Delivery Services for Future Supervisors): Project Management – Apr 28, 2017
- is an action learning program for high performing associates and support people, who have the
potential to one day be a people supervisor. Participants get trained on Operations
Management, Cost Management, Resource Management and Project Management. More than
just a classroom training program, participants take online prerequisites (web-based training)
prior to attending class, complete action items for three to four weeks before attending the next
class. The four month program is recapped with a revalida or a panel presentation where
participants present to their manager and BPO Capability Development what they took away
from the program.
