Charmaine Quizon

Senior Customer Service Representative handling complex billing, booking, claims, and payment issues across voice and digital support. Delivers refund processing, escalation management, and sensitive account handling in fast-paced service environments. Supports quality service by guiding difficult cases to clear resolution and consistent customer communication.

Patient's Navigator/appointment Scheduler at Assist Health Group (2023-07 – 2026-07)

• Scheduled and managed customer appointments, ensuring accuracy in records and enhancing appointment flow.
• Responded to inbound telephone inquiries, delivering timely assistance on appointments, documentation, billing, and payment concerns.
• Assisted customers by clarifying processes and resolving issues, contributing to a positive customer experience.
• Created and processed refund tickets in accordance with company policies and procedures.
• Maintained accurate customer records and documented all interactions using CRM and internal systems.

Customer Service Representative at Accenture, PH (2021-03 – 2023-06)

Account: Prudential (Healthcare Account - US Customers)

• Handled inbound customer calls, delivering professional and empathetic support for disability claims and coverage inquiries, enhancing customer satisfaction.
• Assisted customers by clearly explaining disability benefits, coverage details, claim status, and eligibility requirements, facilitating informed decision-making.
• Resolved customer concerns efficiently, ensuring compliance with company policies and service standards to maintain quality of service.
• Documented customer interactions accurately and maintained detailed records using internal systems.
• Maintained confidentiality of sensitive customer information while adhering to privacy and regulatory requirements.

Customer Service Representative at Supara Group Company Ltd. (2020-07 – 2020-11)

Account: GQ Apparel (E-commerce Company) - US Customers

• Delivered exceptional customer support via email, live chat, and social media, assisting customers with order status inquiries and account-related concerns to enhance overall satisfaction.
• Consistently provided a positive customer experience by demonstrating strong communication, problem-solving, and multitasking skills while meeting quality and productivity standards.
• Investigated and resolved customer complaints professionally, ensuring adherence to company policies and contributing to high customer satisfaction rates.
• Processed refunds, returns, and order adjustments accurately in accordance with established procedures.
• Maintained accurate documentation of customer interactions and resolutions using CRM and order management systems.
• Provided a positive customer experience through effective communication, problem-solving, and multitasking skills while achieving quality and productivity standards.

Customer Service Representative at Agoda International Pte. Ltd. (2017-02 – 2020-07)

• Provided exceptional customer support through phone, email, and live chat, assisting customers with booking inquiries and reservations.
• Managed booking requests, modifications, cancellations, and confirmations, ensuring accuracy and enhancing customer satisfaction.
• Resolved customer concerns promptly, providing clear information and effective solutions that improved customer trust.
• Delivered a seamless customer experience by meeting quality, productivity, and service-level standards.
• Demonstrated strong written and verbal communication skills while supporting customers across multiple communication channels.

Customer Service Representative at Teleperformance, PH (2014-11 – 2017-01)

Account: Vodafone New Zealand (Telco Account)

• Managed high-volume inbound calls, providing outstanding customer service by addressing inquiries on billing, payments, account services, and general concerns.
• Clarified billing statements, payment options, service features, and account information to enhance customer understanding and satisfaction.
• Resolved customer issues promptly while adhering to company policies and maintaining service standards.
• Explained billing statements, payment options, service features, and account information clearly and accurately.
• Processed account updates and documented customer interactions accurately using CRM and internal systems.
• Maintained productivity and quality standards in a fast-paced customer service environment.

Customer Service Representative at The Results Companies, PH (2012-07 – 2014-07)

Account: MoneyGram (Financial/Money Transfer Account) - US customers

• Delivered customer support for a US financial money transfer account, handling inbound telephone inquiries.
• Resolved customer concerns and addressed account and transaction inquiries, fostering positive customer experiences while adhering to company policies and service standards.

Bachelor's Degree of Science in Nursing in Nursing – Arellano University (2007-06 – 2011-04)