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Cherel B. — Mid-Level Customer Service Specialist from Philippines

Cherel B.

Mid-Level Customer Service Specialist

Philippines Less than 1 year
Open to offersNew to Platform
Languages
English
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About

Cherel B. is a seasoned Customer Service Professional with more than 7 years of extensive experience in the BPO sector, focusing primarily on healthcare and financial accounts. Based in Taytay, Rizal, Philippines, Cherel's expertise lies in managing high-volume customer interactions, resolving complex issues, and maintaining exemplary customer satisfaction. Her proficiency spans across multiple channels including phone, email, and chat support. Cherel has held significant roles such as Subject Matter Expert at Everise Philippines, where she supported Medicare Advantage Plans by guiding new hires, handling escalations, and boosting team efficiency through coaching. Her tenure at Conduent involved intricate management of prescription drug plans, showcasing her strong capabilities in billing resolution, fraud investigation, and appointment scheduling. Additionally, she excelled in financial services at Concentrix and Sitel, handling banking and credit card queries, as well as fraud detection for Capital One Bank. Cherel holds a Bachelor of Science in Tourism Management from Negros Oriental State University and is fluent in both English and Filipino.

Experience

  • Subject Matter Expert (SME)

    Everise Philippines (C3) · 2022 — 2023
    Provided guidance to new employees and team members on processes and system navigation. Addressed escalated customer issues and facilitated the resolution of complex cases. Reviewed agent performance to ensure adherence to company standards. Contributed to team efficiency through coaching and knowledge sharing. Ensured accurate delivery of customer service in all interactions.

  • Customer Service Representative

    Everise Philippines (C3) · 2021 — 2022
    Scheduled appointments for doctors and managed healthcare service requests. Verified eligibility and insurance coverage for customers. Addressed billing disputes and account issues. Processed updates for prior authorizations regarding medical procedures. Provided empathetic and professional customer service while maintaining accuracy in sensitive healthcare information.

  • Customer Care Associate II

    Conduent / Continuum Global Solutions · 2019 — 2021
    Managed prescription drug insurance accounts and addressed customer inquiries. Processed prescription refills, orders, and verified eligibility. Handled billing concerns and made necessary account adjustments. Provided details regarding healthcare benefits and ensured compliance with healthcare policies. Delivered timely support in a high-volume setting.

  • Customer Service Associate II

    Concentrix / Convergys Philippines · 2019 — 2019
    Oversaw customer inquiries related to banking and credit cards. Assisted with billing issues, interest charges, and payments. Explained credit card statements and associated fees. Supported the upselling of financial products and managed customer satisfaction through precise account handling.

  • Fraud Account Analyst

    Sitel Philippines · 2016 — 2019
    Handled processes related to fraud detection, dispute resolution, and account verification. Investigated suspicious transactions to confirm fraud validity. Managed chargebacks and transaction disputes while performing identity verification using customer data. Managed escalated fraud investigations ensuring compliance with security protocols.

Skills & Expertise

Customer Service Representative

Education

  • Bachelor of Science in Tourism Management
    Negros Oriental State University