Gemma N.
Mid-Level BPO Customer Service Specialist
Open to offersNew to PlatformAbout
Gemma N. is a seasoned Customer Service Specialist with extensive experience in the BPO, healthcare, and retail sectors. Her career showcases proficiency in managing customer inquiries through diverse channels such as phone, chat, and email. Based on her tenure at companies like Peak Support, Omega Healthcare Management Services Inc., VXI, EXL Philippines, and Alorica Teleservices Inc., she has consistently delivered outstanding results. In previous roles, she demonstrated expertise in troubleshooting customer issues, processing insurance claims, and managing sensitive patient records while adhering to HIPAA compliance. In addition to her experience in the medical billing domain, she has efficiently handled product issues and facilitated seamless customer interactions. Her skill set is enhanced by her strong capabilities in problem-solving, technical proficiency, and the use of platforms such as Zendesk and Amazon Connect.
Experience
Fixed-Term Customer Service Associate
Peak Support · 2026 — 2026Responded quickly to customer inquiries via email, chat, and phone. Assisted in troubleshooting customer issues and escalated complex cases to senior support staff while maintaining accurate records of interactions.Medical Billing Representative
Omega Healthcare Management Services Inc. · 2024 — 2025Processed patient billing and insurance claims, managing account records in compliance with HIPAA standards. Coordinated with insurance providers to clarify patient information and assisted with account updates, ensuring efficient handling time.Account Associate
VXI · 2023 — 2023Handled inbound calls addressing product and service issues, processed refunds, replacements, and returns, while maintaining confidentiality and accurate customer records.Insurance Customer Service Representative
EXL Philippines · 2021 — 2022Processed inquiries relating to insurance products and services, responded to questions regarding policies, claims, and billing, while resolving customer complaints and collaborating with internal teams.Operations Customer Service Representative
Alorica Teleservices Inc. · 2019 — 2020Responded to customer contacts through phone, email, and chat, resolving issues related to orders, deliveries, and returns. Provided product information while also processing refunds, replacements, and cancellations.Interior English Instructor & Concierge
Towadaso/Towadakohan, Japan · 2013 — 2014Taught conversational English to hotel employees and assisted guests with hotel services and local attractions. Organized special functions while coordinating guest requests.Customer Service Representative & Product In-Charge
Pasteur Medical Instrument, Dubai, UAE · 2008 — 2012Managed stock and inventory for branded sunglasses and contact lenses, coordinated international product deliveries and shipments, and prepared weekly reports on stock and supplies.
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