Gian P.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformPortfolios
About
Gian Patrick O. is an experienced customer service professional with over four years of expertise in customer relations, quality assurance, and technical support across the healthcare and financial services industries. At Sutherland, Gian Patrick served as a Customer Relations Representative for T-Mobile tech support, resolving complex connectivity and device issues, consistently achieving high KPI metrics, and managing CRM documentation for service upgrades. At Slomin’s USA, he provided responsive service, built customer trust, and monitored satisfaction to ensure positive experiences. Previously at Concentrix, he supported United Healthcare accounts, handling claims, billing, and appointment queries while adhering to HIPAA standards. As a Quality Evaluator, he analyzed service trends and maintained company standards. His background also includes payroll inquiry management at Foundever for financial accounts. Gian Patrick holds a Lean Six Sigma Yellow Belt and is proficient in tools like Monday.com, Qfiniti, and Excel for data analysis and reporting.
Experience
Customer Relations Representative-TECH SUPPORT-T MOBILE
SUTHERLAND · 2025 — 2026Addressed complex 5G connectivity issues and device hardware or software concerns for both iOS and Android users. Exceeded performance metrics, notably maintaining high First Call Resolution (FCR) and CSAT scores. Handled conflict resolution by de-escalating billing inquiries and service outages with professional empathy. Utilized CRM systems to document technical interactions and manage service plans and upgrades. Educated customers on T-Mobile’s ecosystem, including Home Internet and specialized features.Customer Relations Representative
Slomin’s USA · 2024 — 2025Provided timely support to assist customers with inquiries and service-related needs. Fostered customer relationships through proactive follow-ups and consistent communication, promoting trust and loyalty. Monitored customer satisfaction levels and escalated issues as necessary to facilitate swift resolutions.Customer Service Representative
Concentrix Baguio · 2022 — 2023Responded to member inquiries regarding benefits, claims processing, billing issues, and appointment scheduling, ensuring the accuracy of information provided. Developed a solid understanding of Explanations of Benefits (EOBs), Evidence of Coverage (EOC), and payment systems to effectively resolve claim discrepancies. Collaborated with healthcare providers and internal departments to address member issues, coordinating billing and claims processes. Documented all interactions and updates meticulously to support consistent service delivery while adhering to HIPAA guidelines.Quality Evaluator – Healthcare
null · 2023 — 2023Conducted audits of calls to ensure compliance with company service quality standards. Engaged in data analysis to identify trends and recommend improvements, generating detailed reports with actionable insights. Contributed significantly to maintaining high service standards and ensuring efficient customer service delivery.Customer Service Representative – Financial Account (Wisely)
Foundever Baguio · 2022 — 2022Addressed payroll and billing inquiries, ensuring the timely and accurate resolution of customer concerns. Delivered reliable service for financial accounts, assisting clients with financial processes and needs in a professional manner.
Skills & Expertise
Education
- Bachelor of Science in Hospitality and Tourism Management Major in Hotel, Resort, and Restaurant ManagementUniversity of Baguio · 2010 — 2012
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