FRANCIS PADERNOS OPENDA

C U S T O M E R C A R E A D V O C A T E

CAREER OBJECTIVE
To work effectively with the call center team at your
company while improving customer satisfaction, retaining
customers, and helping to increase the company's revenue
through up-sells.

CONTACT EXPERIENCE

+63965 409 5500 CUSTOMER CARE ADVOCATE

Optum Global Solution
opendafrancis761@gmail.com
June 2021 - May 2023
Block 19 Lot 28 SouthVille
Marinig, Cabuyao, Responsible in responding to customer service inquiries and
City of Laguna 4025 issues by identifying the topic and type of assistance the
customer needs. This may include, among others, inquiries or
SKILLS concerns on their benefits, eligibility and claims.
Responsible in guiding and educating the customer about
Project Management Skills
the fundamentals and benefits of consumer- driven health
Digital Marketing
care topics to help manage their health and well-being. To
Negotiation
do this, you will provide guidance in selecting the best
Critical Thinking
benefit plan options and choosing a quality care provider.
Active Listening Intervening with care providers (doctor’s offices) on behalf
Communication Skills of the customer to assist with appointment scheduling or
connections with internal specialists for assistance, when

EDUCATION needed.
Providing our customer real time resolutions or through
comprehensive and timely follow-up with the member Your
BACHELOR OF SCIENCE IN
INFORMATION TECHNOLOGY role is critical in allowing our members, families, facilities
Cavite State University and health professionals to have greater confidence in the
S.Y. 2018 - 2020
exceptional care we provide. And for you, an everyday
BACHELOR OF SCIENCE IN opportunity to do your life’s best work.
INFORMATION TECHNOLOGY
University of Perpetual Help System
S.Y. 2016 - 2017
CUSTOMER SERVICE REPRESENTATIVE
Alorica Philippines
December 2018 - May 2021
Answers and initiates a variety of real-time inbound
and/or outbound voice and/or non-voice based
services.
Verifies and updates customer information, responds
to queries and resolves issues.
Provide prompt resolution to customer inquiries by
providing appropriate and accurate information using
the highest quality customer service standards.
Accurately document and update records and
databases in accordance with prescribed formats and
required systems.
Performs a variety of transactions ranging from data
entry, updating records, invoices and claims to
verifying information and closing transactions.
Follow up in a timely manner to ensure customer
satisfaction and to maintain optimum service levels and
customer relations.
Understand all programs, systems, and procedures
necessary to perform job effectively.
Where applicable, communicate with customer to
resolve any account questions or inquiries.
Communicate feedback and progress to management.
Maintain diplomacy and tact when dealing with upset
or escalated calls.
Escalate customer complaints and/or calls through the
appropriate channel to management.
Knowledge, understanding, and compliance with all
applicable Federal and Local laws and regulations as
directed by management or during training.
Knowledge, understanding, and compliance with
company policies and procedures.
Provide feedback to management concerning possible
problems or areas of improvement.
Make recommendations to implement improved
processes.
Perform other duties as assigned by management.