Mae A.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Mae An E. is a seasoned customer support professional with over a decade of experience in the BPO and shared services industries, specializing in healthcare, insurance, financial, and technical accounts. Currently serving as an Associate Coach at RMS Collect Phils., Inc. – IQOR SM Dasmarinas, Mae An plays a key role in coaching and training customer support agents, driving improvements in quality scores, productivity, and customer satisfaction. Her background spans support for healthcare benefits at Teleperformance and Xerox, addressing dental, health, and flexible spending accounts, as well as technical support and in-store sales for ZH & K Mobile. Her proficiency with call handling, quality assurance, and CRM & ticketing systems is supported by a Bachelor of Science in Information Technology and several industry trainings. Recognized for delivering high-quality customer experiences, Mae An has received top performer awards in quality and customer experience within the dental insurance sector.
Experience
Associate Coach (Training Department)-Customer Service Representative
RMS Collect Phils., Inc. – IQOR SM Dasmarinas · 2022 — PresentContributes to coaching and training efforts for customer support agents, focuses on enhancing quality scores, productivity, and customer satisfaction. Offers guidance on call handling, compliance, and established best practices, while addressing customer inquiries related to plans, devices, and technical support. Manages order processing, claims, and escalations.Customer Support Representative
Teleperformance – Mall of Asia · 2021 — 2022Managed healthcare benefit inquiries and resolved account concerns while maintaining HIPAA compliance and delivering accurate information. Provided empathetic and professional support to customers, assisting them in connecting with appropriate healthcare facilities and doctors.Customer Support Representative
Xerox Co. of the Philippines – Pasay City · 2014 — 2017Guided members on dental insurance eligibility, benefits, and claims. Ensured high levels of customer satisfaction and upheld quality standards. Oversaw the monthly verification and updates of doctors’ office rosters to maintain accurate and current listings.Customer Support Representative
Wageworks · 2013 — 2014Provided assistance to members regarding health insurance eligibility, benefits, and claims while supporting Flexible Spending Accounts and commuter benefits.Customer Support Representative
Ford Co. · 2013 — 2013Helped members navigate health insurance eligibility and benefits while supporting customers through the open enrollment process, addressing questions, and explaining coverage options.Customer Support Representative
ZH & K Mobile · 2013 — 2013Delivered in-store customer service aimed at enhancing product sales and engaged customers to identify their needs, recommending appropriate products.Liaison Officer
Busy Hands Co. – Mandaluyong, Manila · 2012 — 2012Facilitated communication between parties to ensure seamless operations.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyAMA Computer College – Manila Campus · 2010 — 2012
- Secondary EducationCalvary Baptist Academy – Dasmariñas, Cavite · 2007 — 2010
- Secondary EducationPhilippine Christian University – Pedro Gil, Manila · 2006 — 2007