Veronique M.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Veronique Marie P. is an experienced call center and customer support professional specializing in high volume environments within the BPO and healthcare industries. She most recently served as a Technical Support Representative at Concentrix Bacolod, providing end-to-end technical assistance to customers and addressing billing, repair, and account-related inquiries. At Teletech Iloilo as a Tier 2 Technical Support Specialist, she handled advanced troubleshooting and contributed to customer retention. Her earlier tenure at Carelon Health Technologies focused on supporting healthcare clients while adhering strictly to HIPAA compliance requirements. Veronique Marie P. has also contributed to quality assurance, business support, and sales across companies such as Inspiro Relia Inc. and Avatar Technologies, leveraging strong CRM experience with Salesforce and QuickBooks, advanced data entry, and the use of office suites for administrative and virtual assistant tasks.
Experience
Technical Support Representative
CONCENTRIX BACOLOD · 2023 — 2025Provided comprehensive support to customers and communities, ensuring alignment with the Company's service delivery strategy. Offered assistance for inquiries related to billing, repairs, retention, and sales. Diagnosed and resolved technical issues and general account queries during single customer interactions to foster a positive customer experience. Guided customers toward self-resolution while demonstrating empathy and effective communication. Met established performance metrics.TIER 2 TECHNICAL SUPPORT SPECIALIST / Customer Service/ Virtual Assistant
TELETECH ILOILO · 2021 — 2023Delivered end-to-end support to ensure a positive customer experience, consistent with the Company's service delivery strategy. Handled billing, repair, retention, and sales inquiries effectively. Addressed technical problems and account inquiries in a single interaction to enhance customer satisfaction. Supported customers in self-resolution while conveying genuine concern. Achieved established performance objectives.Customer Care Associate
CARELON HEALTH TECHNOLOGIES · 2020 — 2021Managed patient inquiries regarding insurance updates, payment questions, and refund requests. Ensured adherence to relevant business regulations, including the Health Insurance Portability and Accountability Act of 1996 (HIPAA). Met established performance metrics.Adhoc Quality Assurance Specialist
INSPIRO RELIA Inc. · 2018 — 2020Monitored adherence to company quality standards and conducting audits. Developed quality benchmarks and evaluated employee performance. Assessed agent performance using scorecards, delivered constructive feedback, identified training needs, and analyzed data to elevate overall customer experience.FREELANCE TELEMARKETER/ VIRTUAL ASSISTANT
VIRTUAL WORKFORCE PROFESSIONALS · 2018 — 2018Cultivated professional relationships through effective client coordination. Handled inquiries via email, phone, and fax on behalf of clients while performing various administrative tasks. Prepared documents, managed correspondence, and organized schedules and daily calendars. Oversaw social media accounts and maintained the blog for clients' websites.Business Support Staff (Scripts and Recordings Specialist)
VOICELESS TECHNOLOGIES INC. · 2016 — 2017Developed effective sales pitches and rebuttals for agents. Recorded complete sales pitches including commonly needed audio prompts. Utilized specialized software to mask foreign accents, facilitating sales lead prospecting without productivity loss. Enhanced agents' ability to convert prospects into sales while offering cost-effective solutions for clients.Voice Talent Billing and Invoice Specialist
AVATAR TECHNOLOGIES PHIL. INC. · 2014 — 2016Processed invoices for talent and managed billing through QuickBooks. Recruited freelance voice-over talents and managed the onboarding and removal of talents in the system. Fostered professional relationships with voice talents to ensure effective collaborations.Sales Associate
AVATAR TECHNOLOGIES PHIL INC. · 2013 — 2014Engaged with customers to provide product information and meet their needs. Managed existing accounts, secured new orders, and conducted presentations for promotions. Focused sales efforts on analyzing dealer volume and verifying pricing and product literature while fulfilling sales targets. Conducted calls for customer support and education related to products and services.
Skills & Expertise
Education
- Business AdministrationWestern Institute of Technology · 2012 — Present
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