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Fernando L. — Senior Healthcare Customer Service Specialist from Philippines

Fernando L.

Senior Healthcare Customer Service Specialist

Philippines 2-3 years
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About

Fernando L. is a seasoned Customer Service Professional with over a decade of experience in the healthcare, e-commerce, and travel sectors. He has effectively managed sensitive medical data within HIPAA-aligned environments and is known for his expertise in using CRM tools and cloud-based workspaces to deliver seamless multichannel support. At DME Serve, Fernando ensured 100% accuracy in medical records management using AdvancedMD and streamlined insurance verification processes with Availity, significantly reducing claim rejection rates. During his tenure at Telus Digital, he enhanced user satisfaction for Airbnb by resolving host-guest disputes and managing financial transactions. Previously, at Concentrix, he provided Tier 1 technical support for AT&T Prepaid, focusing on connectivity and hardware issues, while meeting rigorous KPIs such as Average Handle Time and First Call Resolution. He also demonstrated his sales acumen at xTool Phils by converting product inquiries into verified sales using Shopify and xPilot, and facilitating customer financing through Cliklease. Fernando holds a Bachelor of Science in Environmental Engineering from the University of Science and Technology of Southern Philippines and excels in EMR/EHR management and multi-channel issue resolution.

Experience

  • Pre-sales Account Specialist

    xTool Phils · 2025 — 2026
    Increased revenue by converting inbound product inquiries into confirmed sales using Shopify and xPilot. Streamlined customer financing through the Cliklease Portal, facilitating easier purchase of high-value equipment. Offered thorough product consultations to ensure customers chose the appropriate technical specifications.

  • Healthcare Customer Service Representative

    DME Serve · 2022 — 2025
    Handled sensitive Patient Health Information (PHI) within AdvancedMD, ensuring precision in medical records and doctor profiles. Optimized the insurance verification process using Availity, confirming coverage prior to service. Coordinated medical equipment orders from prescription updates to shipment tracking. Ensured strict adherence to healthcare privacy regulations while managing intricate billing and insurance information.

  • Customer Service Representative (Airbnb)

    Telus Digital · 2020 — 2022
    Addressed urgent disputes between hosts and guests through phone, chat, and email, achieving high user satisfaction. Handled financial transactions, including refunds and cancellation fees, in line with platform guidelines. Applied advanced de-escalation strategies to resolve active trip emergencies, ensuring traveler safety and maintaining brand integrity.

  • Customer Service Representative (AT&T Prepaid)

    Concentrix · 2017 — 2019
    Delivered Tier 1 technical support for mobile devices, addressing connectivity and hardware issues for numerous users. Oversaw account security and sensitive financial data related to prepaid refills and mobile number porting using Telegence. Achieved Key Performance Indicators (KPIs) regarding Average Handle Time (AHT) and First Call Resolution (FCR).

  • Customer Service Representative (Expedia)

    Teleperformance · 2014 — 2017
    Completed international travel bookings, including hotels, car rentals, and flights using the Voyager system. Recognized upsell opportunities during the reservation process, enhancing the average booking value.