Jo A.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Joanne M. is a Senior Customer Service Specialist with hands-on experience supporting clients across telecommunications, financial services, mortgage, and healthcare insurance industries. She has contributed to companies such as AFNI Philippines, Iqor Philippines, Tata Consulting Agency, and Alorica, where her responsibilities have included account status updates, payment arrangements, applying promotions, and assisting card members with payment options in financial and telco domains. Within healthcare insurance, Joanne assisted members with benefit summaries, provider searches, Medicare Part D inquiries, and prior authorization checks. In her mortgage role, she supported loan documentation, provided approval statuses, and communicated reasons for declined applications. As an acting team manager, she managed team attendance, monitored QA results, and conducted coaching sessions. Her expertise includes root cause analysis, problem solving, team management, account handling, and customer support.
Experience
FINANCIAL CSR
Iqor Philippines · 2024 — 2025Managed customer inquiries regarding their account statuses while handling payments on their accounts. Provided assistance to card members who are disabled or unemployed with options for managing their minimum payments over a six-month period.TELCO CSR
AFNI Philippines · 2024 — 2025Served as a telecommunications agent, offering customers updates on their account status. Facilitated payment arrangements and applied promotions that were previously unprocessed, making necessary adjustments as required.MORTGAGE CSR
Tata Consulting Agency · 2021 — 2022Assisted clients by providing necessary documentation for loan applications, scrutinizing submitted documents, and updating records to enhance approval chances. Offered updates regarding approval statuses and reasons for any declines.INSURANCE (HEALTHCARE) CSR/ ACTING TEAM MANAGER
Alorica · 2019 — 2021Delivered benefit summaries to members while facilitating their search for primary care physicians and in-network providers. Handled prior authorization approval checks and provided education on Medicare Part D coverage stages. As an acting team manager, oversaw team attendance, monitored quality assurance results, and provided coaching to address errors and feedback.
Skills & Expertise
Education
- Bachelor of Information TechnologyRogationist College · 2001 — 2005
- Secondary SchoolMalate Catholic School · 1997 — 2001
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