Thea D.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Ma. Thea C. D. is a seasoned Customer Service VA with extensive experience in managing customer interactions and health records. She worked as a Customer Service Representative with Concentrix Inc., in Davao City from 2022 to 2024, achieving a CSAT of 96% from post-interaction surveys by employing excellent customer service, effective communication, and comprehensive feedback techniques. Previously, she served YoCierge Inc. as a Records Retrieval Specialist, where she enforced HIPAA compliance, managed Electronic Medical Records (EMR), and automated email responses to enhance problem resolution rates by 13%. Ma. Thea also completed specialized training that improved data accessibility and streamlined patient record processing. She holds a Bachelor of Arts in Political Science from the University of Mindanao.
Experience
Customer Service Representative
Concentrix Inc. · 2022 — 2024Addressed 98% of user-reported issues independently by utilizing effective communication and thorough feedback strategies. Achieved a customer satisfaction score of 96% based on post-interaction surveys, reflecting strong customer service skills.Records Retrieval Specialist
YoCierge Inc. · 2020 — 2022Automated email responses for common user inquiries on Gmail, contributing to an improved problem resolution rate. Managed the disclosure of health information, ensuring adherence to HIPAA regulations. Participated in a comprehensive training program for the implementation of the EMR system, enhancing patient record processing.
Skills & Expertise
Education
- Bachelor of Arts in Political ScienceUniversity of Mindanao · 2022 — 2025
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