Woody L.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Woody L. is a motivated professional based in Taguig City, Philippines, with a substantial background in customer engagement and problem resolution. Specializing in diverse industries such as healthcare, real estate, e-commerce, and fintech, he possesses extensive experience in ensuring client satisfaction through strategic collaboration with cross-functional teams. Woody excels in customer experience functions, including conflict resolution, technical troubleshooting, and service lifecycle management. His leadership capabilities are illustrated in roles such as Subject Matter Expert at Teleperformance, where he mentored new hires and improved process efficiencies. Woody's technical proficiency is highlighted with tools like Zendesk, Amazon Connect, and Zillow, contributing to his strong performance in real-world settings ranging from healthcare data privacy compliance to real estate lead generation. His track record of meeting KPIs in customer satisfaction and first call resolution underscores his commitment to excellence in service delivery.
Experience
Intake Specialist
Tactical Back Office · 2025 — 2026Streamlined the patient onboarding process through accurate verification of insurance eligibility and benefits coverage. Managed the construction of sensitive medical accounts in compliance with data privacy standards. Reduced delays in intake by effectively coordinating between patients and insurance providers.Customer Service Representative
LawnStarter · 2025 — 2025Oversaw the service lifecycle, handling scheduling, service disputes, and reactivations. Negotiated customer refund and cancellation requests by proactively addressing issues. Maintained high satisfaction levels by providing timely updates regarding service technician arrivals.Real Estate / Appointment Setter
Phoenix Home Buyers · 2024 — 2025Identified and qualified potential home buyers, conducting high-volume outreach to assess client needs. Ensured seamless communication between agents and clients, facilitating property viewings. Employed Zillow and CRM tools to accurately track leads and manage follow-up efforts.Customer Service Representative
HelloConnect – HelloFresh / GreenChef · 2022 — 2024Resolved billing discrepancies and subscription changes for a high-volume meal delivery service. Consistently achieved Key Performance Indicators (KPIs) for First Call Resolution (FCR) and Customer Satisfaction (CSAT). Collaborated with technical support to troubleshoot account access issues and address platform-related challenges.Subject Matter Expert (SME)
Teleperformance – Hilton / Ocean-X / Maurices · 2020 — 2022Managed Hilton guest reservations and booking processes while assisting Ocean-X and Maurices customers with order placement and inquiries regarding returns, refunds, and delivery timelines. Provided on-floor support and mentored new hires during their training phase for accurate handling of reservations and retail workflows. Developed and updated training materials and quick-reference guides.Customer Service Representative
Sitel - Capital One (Financial Account) · 2019 — 2020Supported customers by reviewing their account details and statuses. Accurately processed payments and handled refund requests. Assisted clients in verifying and understanding their billing statements.
Skills & Expertise
Education
- UndergraduateUniversity of the Cordilleras · 2018 — 2019
- Senior High School with DiplomaMangatarem National High School · 2014 — 2017