Renzz G.
Mid-Level BPO Operations Intake Specialist
Open to offersNew to PlatformAbout
Renzz G. is a seasoned professional recognized for excellence in BPO operations management, sales, and customer service. As an experienced Intake Specialist, Renzz demonstrated skill in managing inbound and outbound calls, executing effective cold calling, and processing medical insurance claims to achieve high customer satisfaction. During his tenure as a Senior Advocate Specialist at Hospice Alliance Network, he led customer service teams, enhancing retention through coaching and process improvements. Renzz's role involved analyzing feedback, optimizing processes, and training programs to elevate team capabilities. His adeptness with CRM tools like Salesforce enabled efficient customer interaction management and performance tracking. At Citizens Disability, his proficiency in processing Social Security Disability Insurance applications and generating sales through lead cultivation was evident as he consistently maintained a 95% satisfaction rating. His academic background includes training in medical insurance knowledge and language studies, including Japanese language certifications.
Experience
Senior Advocate Specialist
Hospice Alliance Network · 2025 — 2026Managed a team of customer service representatives to enhance satisfaction and retention through coaching and process improvement. Handled complex customer issues, collaborating with cross-functional teams as necessary. Analyzed feedback and identified trends for improvement. Created training programs to boost team product knowledge and service skills. Acted as a subject matter expert to support customer-related inquiries and contributed to optimizing processes. Employed CRM systems, Salesforce, and various tools for managing customer interactions and tracking performance.Intake Specialist
Citizens Disability · 2022 — 2025Managed over 50 inbound and outbound calls each day while achieving high customer satisfaction ratings. Processed medical insurance applications accurately and generated leads via cold calling. Screened and processed Social Security Disability Insurance (SSDI) and Supplemental Security Income (SSI) applications. Verified applicant information and conducted phone interviews to determine eligibility and process claims. Collaborated with both medical and technical teams to address complex cases while adhering to strict deadlines and metrics.Chat, E-mail and Tech Support
Citizens Disability · 2020 — 2022Resolved complex customer issues to maintain high satisfaction rates and encourage repeat business. Worked alongside teams to enhance processes and increase efficiency. Achieved a customer satisfaction score of 95% through effective problem-solving techniques.Customer Service Representative
ALORICA · 2019 — 2020Managed inbound calls, emails, and chats, successfully resolving 90% of inquiries on the first contact. Maintained a customer satisfaction score of 95% by delivering empathetic and solution-focused support. Contributed to sales and retention through upselling services and addressing complaints. Partnered with teams to improve operational processes and overall efficiency.
Skills & Expertise
Education
- Graduate in Japanese Language N5 and N4Davao del Sur Institute for Language and Technology College · 2024 — 2026
- Pre – graduate in Bachelor of Physical EducationUniversity of Mindanao Digos College · 2017 — 2019
- Pre – graduate in Bachelor of Science in Maritime TechnologyDavao Merchant Marine Academy · 2015 — 2017
- Computer ProgrammerSouthern Mindanao Computer College · 2014 — 2015
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